Manager Customer Service

Janet Henry

865-***-**** ********@*****.***

Management Professional

Operations . Business Development . Human

Resources

Management professional with proven Operations and HR success. Excellent

communication and leadership skills in meeting business goals/objectives.

Passion for creating strong positive corporate culture. Excellent problem-

solving and soft skills. Proven ability building and maintaining long-

term, internal and external professional relationships. Personal and

professional commitment in continuing education.

Core

Competencies

Strategic Planning Training & Development Programs

Current with Compliance HR Law

Federal and State Communication Skills

Employee Relationship Building Operations Management

Team Leadership & Development Account Management

Project Management Recruitment & Retention

Career Pathing

Professional Experience

Human Resource Manager/Generalist Westgate Resorts/CFI

Knoxville, TN 6/2006 - Ocoee, FL 7/08-

11/2012

Directed all facets of HR; Florida, Tennessee & Las Vegas - Management

Training/Coaching, Employee Relations, Unemployment Law, Strategic

Planning, Leadership Development, Diversity, Recruitment and Retention,

partnering to motivate and influence team members. Led Executive

Ambassador Program; Employee Recognition Program, Managed Benefits,

Safety Officer Team Member.

> Maintained highest standards of management and ethical principles

while adhering to company, State, and Federal Regulations; EEOC, WC,

FLSA, OSHA, ADA, ADEA, FMLA.

> Directed team in unemployment law resulting in 98% success rate of

claims.

> Training and development of managers and compliance training.

> Restructured new hire/orientation process saving company $1-2k per

week.

> Revitalized and directed Recognition Program, improving employee

morale of 600 employees by launching Employee Appreciation Days and

other activities, partnered with Executives in transforming the

program company wide.

Spa Manager/Aesthetician The Aesthetics Center/Kingston Healthcare 12/03-

11/05

Launched an Aesthetics practice, directed medi-spa, managed sales,

inventory, budgeting and marketing.

> Started an aesthetics practice, managing and maximizing all activities,

increasing client base through extraordinary customer service,

necessitating expansion of a separate medispa.

> Increased sales 200% by expanding client base through special

promotions.

> Conceived community outreach, presentations/public speaking of

specialized services and promotions increasing client base over 50%.

> Trained staff on products/procedures and developed training manual

driving sales of products and marketing services specifically to

clients.

Human Resource Administrator Pilot Corporation/Staffing Solutions,

Knoxville, TN 9/2000-11/02

Managed onboarding. Reengineered and managed the Service Award

Recognition Program. Previously held positions, Payroll Coordinator,

Benefits Administrator.

> Initiated an audit and created tracking system for the Service Award

Program saving the company $20,000.

> Created and managed Revised Service Award Program (setup database of

12,000 employees) and designed budget.

> Conceived proposal for CFO securing vendor for Service Award Program

saving $50,000 annually.

Employee Benefits/Distribution The Trust Company, Knoxville, TN 10/97-10/99

Ensured proper benefits administration, enhanced operations and maximized

productivity through training.

> Created a detailed procedure manual specific to the distribution of

employee benefits, trained new staff and implemented cross training

which ensured accurate and timely distribution of funds.

Office Manager NovaCare, Inc. Rehabilitation Services, Knoxville, TN 07/93-

10/96

Directed all aspects of Operations/HR, liaison-corporate and medical

facilities.

> Improved operations and productivity by revitalizing relationships with

medical facilities, directing employee meetings, training/development

improving employee morale, talent management and onboarding.

Education

Bachelor of Science, Business Administration, TUSCULUM COLLEGE,

Greeneville, TN Completed SPHR program, UCF, Member HHRA

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