Customer Service Project
Resume:
Edward P. Leclair, PHR
Frisco, Texas *****
*********@*****.***
Objective
Seeking a fast paced position that will challenge my current
abilities and to allow for continued growth within the Human
Resources field.
Accomplishments
2009 SHRM PHR certified
2008 and 2009 J.D. Powers Certified Call Center award for
outstanding customer service
2009 Filled 45 agent positions within 45 days during company
merger.
2005 Instrumental in starting up and staffing call center in
Charlotte, NC. 30 positions filled.
2001 to 2003 only recruiter within WAMU talent group to not
use agencies or print advertising.
1999 and 2000 #1 recruiter, production division (510 and 546
positions filled)
Work History
10/06 to HR Specialist, Farmers/AIG/21st Century Insurance and Financial
Services
Present
National auto insurance carrier with a division staff of
approximately 5000+ as of 12/2009. I support the Lewisville,
TX Call Center with a headcount of 325 and strategically
partner with the management team and support the business in
key HR areas including staffing, performance reviews,
benefits, employee relations, investigations, discipline
approval, reduction in force presentations and
implementation, training and development and management
coaching. Support current and future business growth
activities by utilizing recruitment media, cold calling,
networking and e-recruiting sourcing as required to attract
qualified candidates. Analyze interview results, conduct
background checks, extend job offers as appropriate and
document acceptance/non-acceptance utilizing PeopleSoft and
Peopleclick reporting systems.
02/06 to Staffing Consultant, Kenexa, Amgen Pharmaceuticals
07/06
Contractor Partner with hiring team members to evaluate business area
staffing needs and support development of staffing plans,
workforce planning, and diversity initiatives for functional
areas. Partner with hiring managers, unit leaders and HR
colleagues to analyze proposed workloads, assess the primary
tasks, determine cognitive and physical characteristics of
tasks and time required to perform the desired position.
Advise and support hiring managers and leaders in identifying
commitments at-risk due to inadequate resources or
insufficient time to obtain. Educate hiring managers on
staffing policies and procedures; assure that staffing
activities are conducted in compliance with corporate, local,
state and federal guidelines.
6/05 to 12/05 Project Leader, Korn/Ferry International, Futurestep
Division
Lay-off
As project leader I managed up to 4 recruiters either onsite or
remotely based upon client needs. Consult with all levels of
management nationally on all aspects of project planning,
performance management and project development, recommending
appropriate actions. Assist in establishing strategies,
objectives and plans that integrate our people objectives
into business and HR strategies within the client group.
Provide specific attention to the retention of key talent.
Provide specific expertise in performance feedback, career
development, coaching and counseling, process consultation
and group facilitation for new clients and recruiting staff.
Incorporate techniques within the assigned project by
evaluating the efficiency, effectiveness and value of various
HR tools and programs, i.e. performance management,
recruiting strategy. Functional resource to the business
unit, recruiting staff and client group to address and
resolve any integration issues and to ensure thorough
familiarity with company policies and procedures.
Appropriately apply policies and procedures in compliance
with government laws.
6/04 to 5/05 Senior Recruiting Consultant, Mortgage Operations,
Metrocities Mortgage, LLC
Responsible for the national hiring of the Operations Group which
includes the Closing, Opening, Underwriting, Processing,
Training, Latino Lending, Wholesale, Sub Prime, Correspondent
and Retail Sales Division. Metrocities currently has a staff
of approximately 1000 in 15 states and is a 50 state
lender/broker.
2/01 to 1/04 Senior Staffing Consultant, Home Loans & Insurance
Services Group, Washington Mutual
Lay-off
Supported a division head count of 15,000+
and approximately 520 openings as of 1/04. Assisted in daily
staffing strategy, strategic planning and training
improvement to a staff of 4 staffing consultants and 2 HR
assistants. Instrumental in the decreasing of ad costs and
job fairs by training staff on the benefits of cold calling,
networking, feature and benefit selling, targeted selection
processes and career counseling. Proficient in all staffing
environments including but not limited to exempt, non exempt,
technical (IT), national, sales, operations, high school,
college, diversity, Internal-hiring initiatives, Internet,
trade, civic and agencies as needed. I have been very
successful in creating and building a strong collaborative
working environment between my direct business partners and
HR, increasing hires and efficiencies such as time to fill
and reducing fallout of qualified candidates. My position
allows a great deal of flexibility, creativity and
independence to establish and attain goals while effectively
working within company based metrics, project methodologies
and KPI standards.
1/98 to 1/01 Lead Recruiter, Countrywide Home Loans
Responsible for screening, hiring, orientation, training and
recruitment of part time and full time employees, from entry
level to executive level positions. Used all methods of
recruiting including cold calling, networking, Internet, job
fairs and agencies as needed. As lead recruiter within the
production division I had 2 recruiters and 1 recruiting
admin. that partnered with me and assisted in the
interviewing, hiring and training of new recruiters for the
production group. In this position I managed the hiring flow
and assisted in recruiter/generalist duties for the Western
Division that included 140 branches and 2 national call
centers. I averaged 80 open positions and filled 30 to 40
openings monthly. The divisions head count was 3,819 as of
10/00, Countrywide currently has 15,000+ employees of whom I
interacted with 100 other recruiters and HR staff consisting
of HRIS, Benefits, Compensation, Bonus Admin, Legal and
Compliance. Help to ensure that company, state and government
regulations to include but not limited to FMLA, ADA, OSHA,
and EEO are complied with.
Education and Training
University of La Verne Pt. Mugu, CA 46 units
How to deal with difficult people, 1-day course
Understanding behavior, 1-day course
Who moved my cheese, 1-day course
Managing change, 1-day course
Management training boot camp 3-day course
Targeted Selection Interviewing techniques 2-day course
Building a leadership development plan 1-day course
Interpersonal Dynamics: Understanding yourself and others 1-
day class
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