Customer Service Human Resources

Tracy A. Williams

***** ******* ***** . ******, ******** 48093

hm. 586-***-**** / cell 586-***-**** . *********@***.***

This resume is presented for your consideration regarding a position in

Southeast Michigan. With expertise in the complementary fields of

Training, Human Resources, Information Technology and Education, I come to

you with highest recommendations. My background enables me the privilege

of being a versatile asset to any company, transcending industry

boundaries.

Prior to major cutbacks, I enjoyed the last 11 years as a consultant at

General Motors, where the project and product diversity was both

challenging and rewarding. The majority of the projects involved

technology-based training and staff development on a global basis,

including GM's joint venture and supplier base, while other projects

included process improvement, communications and knowledge sharing. I was

typically engaged from design to delivery, crossing the business and IT

sides of the projects as needed. Projects were conceived based on needs

assessments. IT and business requirements were then gathered, proposals

written, and funding garnered. The "products" were developed and deployed

with aggressive communications and training strategies, ensuring the

highest return on our investment. Following evaluations and adjustments,

the project would be turned over to sustain teams and I would be invited to

move on to another exciting project.

Thanks to inspirational mentors, coupled with my personal work ethic,

leadership, and vision, I've been able to make many positive impacts. I'm

looking forward to new challenges and opportunities and would love the

opportunity to meet with you to determine how we may work to our mutual

advantage to continue and enhance this tradition of excellence.

GM's practice is to hire consultants as sub-contractors through their

preferred vendor network and I have changed vendors as required, based on

the project. Therefore, instead of listing the vendors by project, a more

convenient, skills-based resume has been provided for your perusal.

Thank you for your time and consideration!

Best regards,

Tracy Williams

Training Professional

Tracy A. Williams

11474 Edgeton Drive . Warren, Michigan 48093

586-***-**** / 586-***-**** . *********@***.***

OBJECTIVE

To be an integral part of a visionary leadership team focused on employee

growth and development; increased productivity and quality; and exemplary

customer service, realized through targeted training and process

improvement objectives.

PROFESSIONAL PROFILE

A motivated, results-driven professional, with a strong background in

training, education, and human resources (including payroll and benefits),

offering expertise in: organizational development; on/off-site software and

process training development and implementation, project consulting;

continuous process improvement methodologies; technical writing; curriculum

development; and communications.

A confident, quick learner with broad skill sets not limited to a specific

industry, consistently offering a can-do attitude and the ability to lead

or serve on a highly effective team. Led by integrity and a strong work

ethic, and trusted in sensitive and confidential situations. Able to

travel globally as needed.

QUALIFYING ACHIEVEMENTS

Training - Designed, developed and facilitated customized employee training

programs and solutions (live, manual, and web-based delivery) that yielded

improved productivity and boosted morale.

Human Resource Management - Provided leadership that ensured quality HR

process execution, including candidate sourcing, organizational training

and development, investigations, payroll and benefits management.

Developed/implemented policies and procedures (in-house and as a

consultant).

Continuous Improvement - Implemented new and existing business operations

that drove favorable operational, organizational and financial

improvements. Assessed processes, gathered business and technical

requirements, analyzed alternatives, and tested solutions using common and

specialized techniques.

Management/Supervision - Approximately 20 years experience in management,

responsible for directing, evaluating, and coordinating the work of staff

engaged in several professional venues, including corporate retail,

automotive engineering, information technology, education, and customer

service.

Leadership - Improved departmental results and employee morale, leading by

example and mentoring management, peers, subordinates and new hires. Led

teams and pilot activities to advance efficiency and effectiveness.

communication - Developed and implemented effective oral and written

communications plans for executive management and workforce, maintaining

optimal customer service. Designed web sites and role-based portals for

cost-effective and efficient dissemination of needed information.

Technical Writing - Authored employee manuals, training manuals, user

guides, job aids and classroom curriculum.

Computer Proficiency - Proficient in Microsoft Office suite software and

specialized HR and training programs.

Tracy A. Williams, page 2

PROFESSIONAL EXPERIENCE

GENERAL MOTORS - WARREN/DETROIT/PONTIAC, MICHIGAN 1998 - Dec. 2008

Consultant/Contractor in the following divisions:

. Information Systems & Services (IS&S)

. Product Development / Engineering

. Corporate Strategies and Knowledge Sharing

. Order-to-Delivery

. Human Resources (HR)

. Global Document Management

Responsibilities included:

. Training, Instructional Designer

. Project management

. Technical writing - user guides, job aids, presentations, training

materials, test cases, and other documentation

. Presentations, workshops, overviews and tool demonstrations

. Requirements gathering and analysis

. Software testing - Functional/user acceptance testing

. Setting up websites; content and design

. Liaison between Business and IS&S divisions

. Process improvement consultant

. Effective teaming consultant

. User Support

. Budget forecasting and tracking

SUMMARY OF EXPERIENCE (Prior to contracting at General Motors):

. Human Resources Mgr./Director: (Value Health Management - Texas,

Connecticut and Massachusetts, and Frank's Nursery & Crafts Corporate

- Detroit, Michigan) Hiring and orientation, organizational

development, policy setting, legal compliance, payroll and benefits

administration, training, staff supervision, evaluations and

investigations

. HR/Office Management/Process Improvement for startup companies

(Dallas, Texas). Worked with new companies performing hiring, office

setup and management, process automation, payroll/benefit

administration, purchasing, training, accounting, customer relations,

etc.

. Teacher and Varsity Coach: Lanakila Jr./Sr. High School (Ewa Beach,

Hawaii) - Head of Fine Arts and Industrial Arts Depts., developed

curriculum and implemented new courses in addition to teaching and

coaching sports

EDUCATION

Bachelor of Science degree in Education from Liberty University -

Lynchburg, VA

Additional coursework - Project Management, Human Resources, Training,

Accounting, Payroll, Benefits, OSHA, Sexual Harassment Identification and

Resolution, HIPAA, Public Speaking, Information and Portal Technology,

Microsoft products and other software (including specialized Training and

HR software), First Aid and CPR.

READ WHAT OTHERS ARE SAYING ABOUT TRACY WILLIAMS...

" We need more enthusiastic, dedicated folks like you."

helpful and ready to support at a moment's notice. I especially

appreciated your 'go the extra mile' attitude when we all knew you had more

than enough work in front of you!"

"This was one of THE best roll-outs of software I've ever seen...bar

none!"

prompt and enthusiastic support...Your quick turnaround was

refreshing, in a corporate world where response is usually measured in days

rather than minutes!"

very dynamic, high-energy, and fun... you bring a certain amount of

sunshine into every room you walk into, and every situation that you are a

part of."

very committed to finding the win-win in every situation."

"We won the Chairman's Award! This could not have happened without you!

What an achievement

one of the best presenters around!"

a real gift with teaching. You make the information interesting and

keep a level of energy going."

"I was very, very impressed by your knowledge... It is always nice to work

with such knowledgeable people such as yourself. It's obvious you enjoy

this work."

your support is OUTSTANDING and has been instrumental in our

deployment success!"

good tempo and very entertaining, while being educational - a nice

easy manner that keeps the audience interested."

".. nice to work with someone that could actually help out and get

results!"

enthusiastic contributions have accomplished a great deal for GM and

in the process we have all learned a lot from each other."

a great person to work with, always a smile wherever you go; and your

ethics have always shown through to ensure sound decisions are made on the

projects you worked on."

"Thank you for taking the time to share positive thoughts. You took a

compliment about you and turned it into a win for the team. I appreciate

the skill, fun and energy you bring to our team!"

you're a super duper speaker! Flawless, no stammering or stuttering.

You are animated, you made learning fun, and time just zipped by. You

truly are a great speaker."

fantastic job... fast paced enough to not let you get bored and covers

all the pertinent material in a very helpful, easy to follow and

entertaining manner. She really is a role model for Trainers."

"You are a really great teacher, I have been impressed with your knowledge,

dedication and teaching style."

"I know we thought you walked on water and I suspect several others do as

well."

''GREAT training ... lots of good compliments for your efforts!"

"I love your diligence, attention to detail and wonderfully pleasant

personality."

"You made me look good with the team!"

Contact this candidate