Customer Service Human Resources

SUMMARY OF QUALIFICATIONS

Self-motivated professional possessing a background in Management and Human

Resources. Experienced in

multiple HR areas such as Compensation, Benefits, Employee Relations,

Interviewing, HRIS and Performance

Management. Extensive analytical and decision making skills with a strong

Customer Service orientation.

Kurron Shares of America

5/09- Present

Human Resources Manager

Serve as single HR partner for a healthcare consulting firm with both

international and domestic affiliates. Responsible for all day to day

aspects of Human Resources as well as strategic planning.

. Ensure both external (Federal and State workplace laws, regulations)

and internal (policies, procedures) compliance.

. Advise management on hiring, termination, disciplinary issues, legal

issues, and all other employee relations issues to ensure legal

compliance, equity and fairness.

. Write, develop, and maintain Employee Handbook. Provide general

expertise in policy development, clarification, and interpretation.

. Administer all benefits related HR processes for both affiliates

(Worker's Comp, Medical, 401K Plan Administration, Life Insurance,

Long Term Disability, Flexible Spending Account, Pension, etc.).

. Ensure all records are kept up to date and maintained confidentially/

accurately.

. Identify and implement proactive solutions to improve legal compliance

and reduce liability both domestically and internationally.

. Process all new hire, benefits, payroll, and termination paperwork.

. Develop job descriptions, post, recruit, and hire candidates.

The Limited

2/2007-2/2009

Human Resources Analyst

Supported the business by developing and analyzing reports, creating/

tracking departmental metrics, as well as participating in compensation

surveys. Focused on Compensation, Benefits, and Reporting initiatives.

. Lead the Field Annual Performance Review Process.

. Maintained Job Descriptions for all positions. Participated,

reviewed, and analyzed Compensation Survey results for effective

decision making.

. Created online Exit Survey for departing associates. Analyzed data on

quarterly basis to identify trends.

. Responded to first level benefit inquiries and associate relations

issues.

. Researched, designed, implemented, and communicated HR policies.

. Completed the EEO-1 report annually. Maintained compliance with other

Federal and state regulations.

. Tracked and reported HR metrics such as turnover, internal promotions,

transfers, and diversity. Utilized PeopleSoft Query for all Reporting

needs. Developed basic Queries.

Sr. Human Resources Coordinator

Supported the daily administration of HR policies and procedures. Assisted

with various HR initiatives such as retention, associate on-boarding,

budget development, reporting, employee development, succession and

destination planning, subpoena requests, and other generalist duties.

. Facilitated New Hire Training for Home Office associates.

. Completed various HR Metrics reports (i.e. inclusion, turnover,

headcount) as a means of measuring success in areas such as

inclusiveness, developing/retaining talent, and acquiring talent.

. Implemented a Succession & Destination Planning Process for the Home

Office.

. Served as the liaison between Human Resources and the store

communications team in regards to industry, policy, or seasonal

changes (i.e. Minimum Wage, state law changes, etc.).

. Managed the Exit Interview process for all Field Management

associates.

. Co-Managed the summer internship process involving 7 interns

throughout the U.S.

. Investigated, documented, and settled associate relations issues.

Verizon Wireless

5/2006- 2/2007

Customer Service Supervisor

Responsible for the productivity results for group of 9-11 Customer Service

Representatives. Monitored employee performance on daily/weekly/monthly

basis.

. Managed escalated customer concerns.

. Made educated, on the spot business decisions regarding complex

billing and account issues.

. Justified tough decisions with facts and other pertinent

information.

. Provided timely, specific feedback and supportive coaching to

develop employees.

. Demonstrated project management skills, inspired teamwork, and

created ownership among team members in order to obtain personal,

team, and overall business goals.

Verizon Wireless

6/2002- 8/2005

INROADS Intern

Four summers work experience in various departments such as Customer

Service, Quality Assurance, Human

Resources, and Marketing. Utilized excellent communication, organizational,

and interpersonal skills by working

independently and as part of a team. Received exceptional ratings on

performance evaluations.

EDUCATION Miami University

5/2006

Bachelor of Science in Business, Management &

Organizations

The Ohio State University

9/2007- Present

Master of Labor & Human Resources

Expected Graduation Date: March 2010

VOLUNTEER American Heart Association

11/2008- Present

EXPERIENCE Young Professionals Board Member

Contribute towards the American Heart Association's mission to build

healthier lives by planning, participating, and organizing events that

raise money and awareness towards cardiovascular disease and stroke.

LEADERSHIP Delta Sigma Pi 6/2009-

Present

EXPERIENCE Columbus Area Alumni Chapter- Secretary

Contact this candidate