Human Resources Customer Service

Edward Danielski

**** *********** **** *******, ** 63755 573-***-**** ************@*****.***

OVERVIEW

• Accomplished HUMAN RESOURCES professional and manager with comprehensive experience in all

human resources functional areas.

• In-depth knowledge and expertise in a variety of industries (manufacturing, service, education, retail,

health care, research), employee groups (union, non-union, professional, administrative, sales, hourly).

• Proven success in communications, team building, staff development, employee training, performance

improvement, and policy integration,

PROFESSIONAL EXPERIENCE

National Asset Recovery Services (Outsourced call centers) 2008 – 2012

Director, Human Resources (Position eliminated)

Create total human resources function for business process outsourcing organization (customer service and

collections call centers). Key focus areas: recruiting, retention, benefits design, employee training and

development, policy design/implementation, legal compliance, and organizational structure.

University of Missouri (Education, medical, research institutions) 2004 - 2007

Manager, Human Resources Services

Provide human resources support to academic units (Medicine, Hospitals & Clinics, Nursing, and Health

Professions) and administrative groups (facilities, police, cashiers, libraries). Client groups included faculty,

professionals, managers, administrative personnel, and unionized building crafts and service employees (6,000

employees).

Supra Telecom and Information Systems (Regional telephone carrier) 2001 - 2004

Director, Human Resources

Chief human resources officer for corporation. Responsible for developing and leading human resources

functions at call centers and customer repair centers in Illinois, Florida, Costa Rica, and Dominican Republic.

Also directed payroll, purchasing, facilities, general administration, and risk management departments.

Glenayre Electronics (Telecommunications equipment manufacturer) 1997 - 2001

Director, Human Resources

Direct human resources function for manufacturing, operations, corporate finance, regional customer service

center, technical operations, research and development, product management and sales.

Builders Square/Home Quarters (“Big Box” home improvement centers) 1992 - 1997

Operations Manager

Manage store operations in 120,000 square foot retail centers (average 150 employees per center).

Responsible for sales, support, inventory, staffing, security, customer service, budget, and physical facilities.

Union Carbide Corporation (Chemicals, plastics, industrial gases) 1980 - 1992

Senior Human Resources Partner - Industrial Gases Group

Advice and counsel in all human resources areas, concentrating in labor relations, union-free operations, policy

interpretation, practice and procedure consistency, and manager development. Division population of 7,000

employees was geographically dispersed in 250 manufacturing, customer service, sales and retail locations,

requiring continuous travel.

EDUCATION

B. A. Business/English Rutgers University

M. A. Program in Human Resources New School University

Certificate in Employee & Labor Law Antioch School of Law

Graduate work in Business, Finance, Adult Education, and Labor Law at St. John’s, Rutgers, and University of

Missouri.

Selected Highlights and Accomplishments

Employee Relations

* Created human resources function at large customer service operation in SE Missouri. Established recruiting, retention,

public relations, and training activities. Reduced employee turnover by 60% in one year.

*Provided HR guidance to highly diverse group at University of Missouri, including physicians, researchers, faculty, medical and

administrative support personnel, engineers, technicians, and hourly service and skilled trades’ workers.

* Built total human resources function at Supra Telecom, including establishment of policies and procedures, benefit programs,

recruitment and compensation systems, payroll procedures and HR information systems.

* Assembled professional, respected and credible human resources structures at NARS, Supra Telecom and Glenayre,

establishing function as integral part of management team.

* Created performance management systems to assure continuous performance feedback and improvement for all employees.

* Developed programs and systems to improve morale and teamwork, including regular staff meetings for all groups, employee

newsletter, senior manager's forums, employee advisory committees, and focus & feedback sessions.

* Authored employee handbooks to clearly present policies, procedures, and work rules.

Staffing

* Recruited employees at all levels, from senior management to hourly production and administration workers.

* Managed the startup of three call centers and developed recruiting programs to decrease turnover by 400%

* Recruited 200 full time technical and managerial employees and 150 temporary employees in one year during Glenayre's

growth and product transition period.

* Integrated subsidiary operations into Union Carbide’s corporate structure, merging policies, procedures, benefits, and labor

contracts into organization structure.

* Proficient in traditional and innovative recruitment techniques: Internet, social media, agency and contingency search,

campus recruiting, career fairs, assessment centers, and work-sampling.

Training and Development

* As independent consultant, developed customized programs for clients in areas of goal setting, time management,

motivational management, supervisory skills, and customer service.

* Wrote and facilitated corporate management skills program for Union Carbide, which became mandatory training for all

managers in division.

* Co-authored and facilitated week-long training programs in collective bargaining, grievance and arbitration handling, and

union-free operations.

* Developed comprehensive courses in participative problem solving, giving feedback, coaching/counseling, and

communicating for world-class performance.

* Facilitated courses in all management skills areas; including interviewing skills, stress management, performance

management, etc.

* Certified facilitator in Career Architect, Leadership Management, Success Motivation Institute, and Tracom training systems.

Leadership/Management

* Member of senior management teams, setting direction and goals for corporation & human resources department.

* Managed large staffs of human resources professionals in generalist and specialist roles in manufacturing, customer service,

outsourcing and retail companies.

* Directed workforce of 150 employees at HQ/Builders Square. Directly managed six to eight zone managers.

* Received Builders Square "Most Valuable Employee of Year" award for achievements in management, sales, and customer

service.

* Managed 14 human resources professionals at Union Carbide, with accountability for additional fifty employees in security,

medical, food service, and emergency response.

Labor Relations

* Guide senior managers in handling labor issues under Laborers and Operating Engineers agreements at the University of

Missouri; member of bargaining committee.

* Managed bargaining agreements with most national unions: Teamsters (IBT), Oil (OCAW), Chemical (ICWU), Retail

(RWDSU), Steel (USW), Machinists (IAM), and municipal (AFSCME).

* Maintained effective day-to-day relationships between union officers and members and management.

* Negotiated more than 60 bargaining agreements as chief spokesperson.

* Handled grievances at all steps, including final management representative before arbitration.

* Represented company as chief advocate in arbitration hearings.

Union Free Operations

* Developed and managed complaint resolution procedure at Union Carbide.

* Authored employee handbooks and manuals.

* Successful in maintaining union-free operations at Glenayre and in 90% of Union Carbide's facilities.

* Decertified three bargaining units through NLRB elections.

* Successfully avoided unionization in three certification attempts.

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