Customer Service Management

STACEY SALAZAR, SPHR

**** ****** ****, *****, ** 95377

Home: 209-***-**** Mobile: 209-***-****

abnite@r.postjobfree.com

Objective: A Leadership position providing an opportunity to significantly impact and add value to the

effectiveness of a dynamic organization.

Qualifications: A professional with broad based experience in positions of increasing responsibility.

Proven success based from a virtual/remote office, enabling flexible support across global

regions and associated time zones. Track record of partnering with senior management

to achieve organizational objectives using a strong process orientation and by building

trusted relationships.

Experience in the following areas:

• Organizational development and change • Employee relations

• Compensation and benefits • Recruitment and retention

• International HR/Infrastructure • Policy design and development

• Training • Communications

• Systems • Process/Workflow

Professional

Experience:

04/07 – Present INFINERA CORP., Sunnyvale, Ca

Infinera provides Digital Optical Networking systems to telecommunications carriers

worldwide.

Sr. Director, Global HR Operations 05/09 – Present

Provide strategic direction and operational leadership to system -wide HR efforts. Direct

responsibility for: benefits, immigration, global mobility, compensation, HR Support

Center, and HRIS.

Ownership for the total reward strategy of the company and ensure alignment of all

reward programs with Company's achievement driven culture.

o Creating and managing innovative compensation plan designs to support a high

growth organization.

o Lead all annual programs related to compensation.

o Support Executive pay and Board pay initiatives.

Ownership for the development of a total HRIS strategy using all current technologies

and touching on all areas of HR including staffing, on-boarding, talent management

and compensation.

Develop the Company's global mobility/talent transfer strategy: international

assignments, 3rd country hires/transfers, localizations, etc.

Direct and Manage the HR Support Center, responsible for all transactional and

administrative activity.

Sr. Director, Global Business Partner Group 4/07-05/09

Design, develop, communicate and implement global HR programs, policies and process

in support of organizational and HR strategy objectives. Manage global staff of five HR

Business Partners providing HR services across the organization. Key accomplishments

include:

Change management:

o Implemented a HR communication plan to improve cascading and consistency in

change communications.

o Implemented a monthly brown bag department knowledge transfer schedule to

improve cross functional relations, activity awareness, and visibility to emerging

leadership and subject matter experts.

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Surveyed the organization through focus groups and 1:1’s to identify customer

o

satisfaction of operational services. Led the design/model discussions on

realigned HR services and support model. This has led to increased satisfaction

and service ratings from the organization, and improved clarity on

ownership/scope within the HR organization.

o Built the global HR business partner team from one to five.

Performance management:

o Developed a performance review program plan to improve process and

communications with line management and employees, resulting in 100% on time

reviews.

o Developed and delivered performance management training and a performance

management design workshop aimed at improving the quality of the performance

management process, as a culture, not an exercise.

o Designed a new performance management model based on feedback from

multiple interactive sessions with management and the performance design

workshop, including; process, form, system and communication improvements

targeted for completion in 2009.

Training:

o Developed and delivered program training to management and employees,

including compensation structure, career structure, performance management,

and constructive conversations.

o Conducted an in-depth analysis of global entry level management training needs

within the organization. Worked with line management to determine specific

developmental needs and to develop a global management training program.

Implemented a blended learning approach in partnership with external training

vendors.

o Developed and implemented numerous policies and procedures and associated

training, aimed at improving awareness and consistency across the global

organization.

Compensation

o Partnered with Compensation to design and implement a global career hierarchy

and compensation structure.

Operations/Legal:

o Develop, implement and maintain international HR infrastructure, in partnership

with Legal counsel and Finance. To date, this includes infrastructure and support

for eleven countries across EMEA, APAC and CALA.

11/03 – 04/07 PORTAL SOFTWARE, INC., Cupertino, Ca

Portal Software was the leading global provider of billing and revenue management

solutions for communications and media companies. The company had approximately

1000 employees and contractors, most of which were outside the US. The company had

undergone significant change to build sales and services capabilities necessary for

success with tier one telecom companies. Company acquired by Oracle.

Sr. Director, Global Business Partner 6/05- 4/07

Associate Director, Business Partner 11/03-6/05

Managed a staff of two providing HR Business Partner support to the W orldwide Sales,

Services, Technical Support, Marketing and Alliances organizations. Key

accomplishments include:

Change management:

o Implemented a series of formal communications meetings enabling senior

management to communicate key change messages, receive first hand feedback

from employees, and address employee concerns and issues. Used a

teambuilding and task management approach to address employee concerns.

o Introduced a retention and development program that achieved a reduction in

annualized voluntary turnover greater than 50%.

o Implemented a new services compensation program designed to improve

company level teamwork and reward high performers.

Performance management:

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o Helped design and implement a new project review process for services

consultants that allowed managers to more effectively set project based

objectives throughout the year and provide on-going feedback to employees.

This new process supported a formal career development program and was very

well-received by employees and managers.

o W orked on a team that revised and improved the annual performance appraisal

process. Major activities included manager coaching on delivering an effective

review, improving the appraisal document and holding managers accountable for

delivery of timely and thorough reviews. Delinquent reviews decreased to less

than 5%.

Training:

o Conducted an in-depth analysis of training needs within assigned client groups.

W orked with line management to determine specific developmental needs and to

develop a corporate and department training program.

Staffing:

o Led a team that defined and streamlined the company’s staffing process.

o Supported rapid international growth of the services organization by reintroducing

an international employee referral program, selecting dedicated interview teams

and developing a formal process with focus on capabilities and culture, and

teaming with staffing to monitor progress.

8/00– 03/04 Independent Consultant

Provided operational expertise and led projects for small, high technology, media and

telecommunications companies. Significant work included:

Established staffing processes, built staffing teams and managed staffing delivery.

Developed employment policies and compensation programs.

Designed documentation procedures and training for employee relations and OSHA

compliance.

Provided coaching and guidance on dispute resolution, investigation and resolution of

employee grievances.

01/98-08/00 PEOPLESOFT, INC., Pleasanton, Ca

Enterprise application software for large and medium sized organizations worldwide.

Human Resources Consultant

Provided a wide range of HR generalist support to the worldwide Sales and Professional

Services organization including: compensation, benefits, employee relations, training and

development, recruiting, and immigration. Key responsibilities included:

Coaching employees to encourage, promote, and facilitate professional development

Managed international assignee work visa preparation and application, in coordination

with International law firms.

Managed international relocation, benefits, and employment programs.

Managed vendor relations.

11/96-01/98 INTEL, CORP., Santa Clara, Ca

Designs, develops, manufactures and markets computing and communications products

at various levels of integration.

Human Resources Consultant

Managed all HR activity for international assignments to and from APAC. Key

accomplishments include:

Provided support for a high volume US immigration and international assignee

program

Key contributor on the IIBP project team. Designed and led focus groups on

organization change and program revisions. Improved the process of workflow and

provided consultation on the organizational structure within the payroll, tax, staffing,

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benefits, immigration and international relocations departments to streamline

administrative functions.

Served as International parallel tester for PeopleSoft HRMS and HRDB.

Helped design new hire orientation and video conferencing training materials.

01/90-11/96 WELLS FARGO BANK

Diversified financial services company providing banking, insurance, investments,

mortgage and consumer finance.

Workflow Supervisor, San Jose, Ca

Managed a staff of 5 employees responsible for the funding of small business loans.

PC/LAN/WAN Analyst, National City, Ca

Analyzed and solved PC/LAN and WAN software and hardware issues

Customer Service Specialist, San Jose, Ca

Ensured high quality customer service to customer/branch inquiries regarding bank

products and service. Received ‘Agent of the Year’ award 1993.

Education: San Diego State University

Bachelor of Science

Major: Business Administration with an emphasis in Human Resource Management

Minor: Industrial & Organizational Psychology

SPHR – Strategic Professional in Human Resources

Certifications:

HRCI – HR Certification Institute

Resume of Stacey Salazar Page 4

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