Manager Customer Service
Resume:
JACQUELINE T. CORDELL, PHR
Springboro, Ohio *****
*********@***.***
SUMMARY
Results-driven HR leader with expertise in Succession Planning,
Performance Management, Organizational Development, Employee Relations and
Union Avoidance, Corporate Citizenship, Talent Acquisition, Payroll,
Staffing, and Benefits. Key business partner at all levels. Extensive
knowledge of Employment Law including EFCA and Union Avoidance Strategies.
Excellent communication and influencing skills.
EXPERIENCE
BWSHRM
Legislative Director
1/2009 - Present
Chapter Rep at SHRM Employment Law & Legislative Conference and 'Capitol
Hill Advocacy Day.' Facilitates Employment trainings/workshops and presents
quarterly legislative updates at chapter meetings, Provides legislative
updates in chapter newsletter; Active Participant in SHRM Governmental
Affairs CLA conference calls and reporting back to the board/chapter.
Participates in SHRM volunteer leader Governmental Affairs CLA webcasts
Independent OD Consultant
3/2008 - Present
Consulting partner for customized training, leadership Coaching,
Development, Change Management, Culture and Diversity initiatives,
Corrective Action, HR Basics, Strategic Interviewing, and Employment Law.
MTM TECHNOLOGIES, INC., Blue Ash, OH
11/2007 - 3/2008
Area HR Manager
Multi-site strategic partner interfacing with all levels of the
organization
*Designed and created comprehensive On-boarding program
*Revamped review process bringing it into alignment with organizational
standards, and provided manager coaching resulting in the consistent
application of practices and procedures and adherence to policy.
DELL COMPUTERS, Fulfillment Center, Westchester, OH
6/2006 - 8/2007
Human Resources Generalist Consultant (Sr. HR Business Partner)
Managed multiple shift HR function including strategic initiatives,
employee relations, terminations, change initiatives, open enrollment,
unemployment claims, worker's comp, and records maintenance.
Managed employee morale issues and minimized backlash by pressing hard to
use aggressive, proactive communication approaches during times of
organizational change.
*Coordinated and facilitated facility HR planning meetings and bi-weekly
conference calls.
Key driver of performance management, pay planning, succession planning,
training, compliance, and organizational culture initiatives.
*Project Management: Site Scorecard/Union Avoidance (SWOT
analysis),Shift/Title Audits, Culture initiatives, Shift Preference Tool,
Bottom 10%, ER Reports, Leadership Imperative, Performance Management/Pay
Planning, IDP's
*Facility lead for ER issues (Investigations, terminations, EEO charges,
compliance, Manager coaching, audits, etc).
*Drove effective employee relations through the uniform and equitable
application of policies and procedures.
*Coordinated the flawless execution of Open Enrollment
*Produced skills gap analysis for developing or enhancing training.
*Wrote comprehensive progressive discipline policy which was adapted
division-wide.
LOWE'S COMPANIES, INC., Mooresville, NC
10/2001 - 9/2005
Northern Division HR/Recruiting Manager
Strategic Planning/Organizational Development Strategies
Corporate-based, multi-site strategic field support for seven regions.
Supervised and developed four direct reports. Partnered with Corporate and
Regional Leadership to determine business needs (cultural considerations,
putting right managers in place, etc) and determined strategic business
plans to address existing and emerging issues. Developed preemptive
strategies to address external factors such as key legislation
Change Management/Strategic
*Manager Recruiting project
-Developed business case, program design and implementation. Wrote job
descriptions. Developed diversity program (Job group analysis, community
partnerships, metrics, etc), Authored division-wide communications
*Project Lead for Performance Management/E-Learning pilot and developed
training
*Organizational Development
*Executive level Succession Planning Board Member
*Development of competency models; Identification of high performance/high
potential internal candidates and partnering with regional leadership to
establish development action plans).
*Designed and Developed following training:
-Positive Employee Relations (Union Avoidance) training for Regional and
District Leadership
*Transition to Self-service Environment
-Systems training and coaching (Benefits selection/open enrollment, e-
Learning/Lowe's Learning Center).
-Communications
-Troubleshooting (resistance from team and system's glitches)
Hands On
*On boarding, Staffing (schedules, forecasting, candidate selection,
interviews, drug screens, background check initiation, etc), Performance
Management - Plans, Reviews, Manager coaching
Career Mapping, 360's Performance Improvement Plans; Compliance Training
(oversight and reporting); Cross Training Programs
*Employee Relations
Investigations, Terminations, Workers Comp, Unemployment Hearings and
claims, EEO charges, FMLA - Long and Short term disability, ADA
accommodations (hearing impaired, work restrictions, etc), Audits
(terminations, ethics hotline calls, complaints), ER Reports, Creating and
Maintaining a Safety Culture - Establishment of Safety Committee;
Compliance Training, Harassment Avoidance/Diversity training, Progressive
Discipline Training (including proper completion of paperwork)
*Culture/Engagement
Gallup Survey, 360's, Focus Groups, Community Involvement (Coordinator of
Labor Day Telethon participation, United Way Campaign for region, Project
Christmas)
*Recognition Programs
Employee to Employee Recognition, Birthday club, Quarterly Awards
MSX INTERNATIONAL, Dayton, OH
3/2000 - 3/2001
HR Customer Service Manager/Technical Recruiter
Multi-site vendor support to Delphi executives and MSXI contractors.
Conducted orientations and exit interviews, Delivered top-quality
engineering and IT professionals, Coached managers on effective
requisitions and candidate selection
REYNOLDS & REYNOLDS, Dayton, OH 1/2000 - 3/2000
Consultant/Short-term Contractor
Assisted with integration of several HR-related departments into an all-
purpose Associate Services Call Center.
ST. VINCENT HOTEL, INC., Dayton, OH 1/1999 - 12/1999
Recruiting Specialist
Marketed a placement program for displaced workers to community leaders and
local employers, including collateral materials, media promotion and public
service announcements. Worked with program participants to learn key skills
and remove other barriers to obtaining and retaining employment.
OHIO DEPARTMENT OF JOB & FAMILY SERVICES
7/1994 - 12/1998
Job Developer
Chief architect of the Green County Job Placement Program. Career
counseling, contract negotiations, community liaison.
MILITARY
United States Army - Fort Hood, TX
11/86 - 3/1990
Personnel Actions Specialist
EDUCATION & PROFESSIONAL DEVELOPMENT
B/A, Psychology, Edinboro University of Pennsylvania
HR seminars, workshops and conferences
TECHNICAL SKILLS
Microsoft Office, PeopleSoft, HR Direct, Ceridian, People Click, Kronos,
Campbell T&A
AFFILIATIONS
B/W SHRM - Legislative Director
SHRM - Professional Member
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