Human Resources Customer Service

Greater Toronto Area Phone: 289-***-**** E-mail: **********@*****.***

JANINE SMITH, CHRP

Overview

Organized, results driven manager with an outstanding record of delivering the desired end product to all levels of management. Reliable, responsible, optimistic, thrives on a challenge in a fast paced environment. Articulate, tactful and diplomatic communicator and facilitator, builds rapport with all organizational levels. Performs highly visible roles in a rapidly changing business environment. Ethical and loyal, maintains a high degree of confidentiality and sensitivity.

career history and accomplishments

AonHewitt (Business Process Outsourcing) April 2012 to June 2012 (3 month contract)

ConsultantWrote, edited and validated client HR policies and procedures for HR services migration with AonHewitt client Liaison between client and internal Subject Matter Experts to develop new policies and procedures

The Brick Warehouse LP, Corporate Office, Edmonton, AB January 2005 to December 2011

National Human Resources Manager (October 2007 to December 2011)

Human Resources Generalist (January 2005 to October 2007)

HR Programs, Policies and CommunicationsCreated, revised and delivered programs and policies including related communicationsProject lead for re-design of HR Intranet replacing Employee Handbook to align with digital communication strategyExecuted bi-annual Employee Opinion Survey for 6250 employees; liaised with vendor; compiled and analyzed survey results; presented findings to all Business Unit leaders, VPs and ExecutivesDirected and organized annual Succession Planning process; worked directly with VP Leadership TeamMember of project team to maximize utilization of HRIS; determine new processes for Payroll for HRIS

Employee Relations Handled complex employee relations issues including terminations/severance, performance issues, misconduct, absenteeism, harassment, Corporate Security investigations, Employment Standards,Human RightsExtensive knowledge of multiple provincial employment legislation (BC, AB, SK, MB,ON, QC)Chair of Employee Relations Committees at Corporate Office and multiple Distribution CentresOversaw 5 bargaining units and interpreted collective agreementsWorked closely with Payroll and Benefits teams to manage short term, long term and medical leaves

RecruitmentLed recruitment campaigns and support for 195 Retail locations, 6 Distribution Centres and Corporate OfficeInitiated pre-hire Criminal and Reference Check program across the company help establish consistent hiring practices across all locationsWorked with vendors to ensure execution of effective and successful hiring strategies and advertising campaignsRecruited for all positions at Corporate Office (Supply Chain, Accounting/Finance, IT, Call Centre, etc)Project manager to implement new Career Website and Applicant Tracking System (ATS)

Performance ManagementCollaborated on new Performance Appraisal (PA) form and process Managed annual PA process for entire company; worked with all leaders to ensure compliance with the Performance Management processAssisted managers with performance improvements plans; monitored coaching and follow-up of action plans

CompensationProject lead for Variable Compensation Program review, restructure and roll-out to over 850 employees; consolidated similar programs and aligned metrics to Company goals Carried out annual National Market Surveys and updated compensation grids for all Business UnitsCompleted Market Surveys and Job Evaluations for all Corporate Office professional positions

Training and DevelopmentDeveloped and delivered New Hire Orientation classroom presentationCreated customized e-learning plans for Business Units and individual employeesUpdated and revised various existing training programs (Mentoring, Project Management, Diversity, etc.)

Health and SafetyOversaw Workers Compensation claims management; created Return to Work and Accommodation plansLed Health and Safety team across 6 Distribution Centres; facilitated monthly team conference call

LeadershipDrove various change management initiatives related to HR through communication and coachingDelivered PAs to direct reports; monitor goals and progress; 3 direct and 10 indirect reportsPlanned and executed all HR/Payroll team building and monthly meetingsResponsible for $2,500,000 services and supplies budget in HR department

Royal Caribbean Cruise Lines, Miami, FL March 2004 to September 2004 (6 month contract)

Crew Purser (HR Coordinator)Handled crew inquires including employee relations, payroll, leavesParticipated in Crew Orientation and Safety Training Assisted with payroll for 1200 crew membersAdministrative support for Crew Office management (crew contracts, documentation, passports, visas, etc.)

GE Consumer Finance Canada, Edmonton, AB November 2000 to March 2004

Call Centre Customer Service Representative (2000 – 2002)

Trainer / Technical Writer (2001 – 2004)

Process Improvement (PI) Administrator (2002 – 2003)

Security Administrator (2002 – 2003)

Support Services Associate (2003 – 2004)Subject Matter Expert for call centre New Hire On-boarding; one on one coaching; group learning facilitationCreated training curriculum for new client roll outs Wrote, edited and published technical policies and procedures for web based help toolInterviewed and assisted in selection of frontline Customer Service RepresentativesResponsible for user administration for multiple software platforms (set up user IDs, passwords)Chair of PI Council; provide feedback to members and initiative presentersParticipated in Corporate Process Improvement initiativesResponded to customer inquiries in compliance with client requirements; researched credit account issues

Ramada Hotel and Conference Centre, Edmonton, AB August 1998 to November 2000

Restaurant SupervisorOversaw daily operations of restaurant, room service and loungeDealt with any employee relations issues within restaurant team (absenteeism, performance, etc)Responsible for interviewing, hiring and on-boarding of new restaurant employees Management and administrative duties including preparation of payroll, scheduling and purchase orders

Technology

Microsoft Office: Word, Excel, PowerPoint, Outlook

ADP: People at Work (HRIS), Pay Specialist (payroll), ezLabor (time and attendance)

Other: Oracle 11i, iProcurement, OrgPlus

certifications and Professional memberships

Certified Human Resources Professional (CHRP) – 2009Certified Compensation Professional (CCP) - in progress Human Resources Professional Association of OntarioWorld at Work (non-profit organization providing education, seminars and research for HR professionals)Retail Council of Canada – Human Resources Committee Member

Education

World at Work (Online and Classroom) 2009 to present

Certified Compensation Professional

Athabasca University (Online) 2010 to present

Bachelor of Human Resources and Labour Relations

JR Shaw School of Business (NAIT) – Edmonton, AB 2001 to 2003

Business Administration Human Resource Management Diploma with Honours (2003)

Human Resources Management Certificate (2002)

Business Management Certificate (2002)

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