Customer Service Management

CLAIRE IVEY, CBC

**** ****** **. * : ***-***-

4340

Hemet, CA 92545

C: 951-***-****

******.****@*******.***

h ttp://www.linkedin.com/in/claireivey

PROF I L E

Accomplished and versatile S r. H uman Resources Management p rofessional . Strategic and tactical

business partner and consultant to senior executives, management, and employees. Expert at t raining for

performance management, team building, train-the-t rainer programs, harassment, and safety. Highly

successful at managing projects and offices in multiple locations, and responding quickly to meet rapid

changes. Reputation for being a strategic thinker, articulate communicator, highly committed to attaining

shared goals of organization and business units. Six Sigma Certified.

HR Consulting Employee Relations Succession Planning

Performance Management Staffing PeopleSoft/Taleo/Lawson/

K ronos

Training Conflict Resolution

Career Transition

Organizational Executive Coaching

Development Change Management

P ROFESSIONAL E XPER I E NCE

I dyllwild Arts Foundation, I dyllwild CA

2012-P resent

Di rector, H uman Resources

Responsible for creating systems, processes, and procedures for all major areas of Human Resources for the

academy and operations. Oversee HR Department and all related duties.

• Developed Performance Management System, with initial implementation within first six months.

• Streamlined recruiting, on boarding and off boarding, and initiated new procedures previously not

followed. Hi ring Managers saw an increased quality in candidates presented. New recruiting sites were

u tilized that expanded contacts.

• Revamped all major forms and documents, revising and updating employee handbook.

• Established credibility, reliability and professionalism in first months, and continually sought out by

department heads, executives and managers, for assistance in all employee relations issues.

• Demonstrated confidentiality, follow through and reliability, significantly improving reputation of the

H R department, while instilling a new level of t rust from the employees.

M etamorphosis H R Consulting, A lameda CA & Lake Elsinore CA

2008-2012

Founder and P resident 2001-2005

Human Resources, Career and Executive Coach, specializing in business strategy, human resources consulting, performance,

and career management. Independent contractor for outplacement firms, businesses organizations, HR consulting businesses,

and executive search recruiting agencies. Conducted HR audits of department and personnel records. Facilitated conflict

resolution process.

Implement Individual Development Plans (IDP) for engineering department of manufacturing organization.

• Established and created formal HR department for bioscience/biotech Company with federal contracts, implementing

federal and state compliance criteria, and meeting ISO 9000 standards.

• Developed employee manual, policies, and procedures, and conduct manager training on current labor laws, and

specific topics such as generational diversity, interviewing, recruiting, and downsizing.

• Initiated Performance Improvement Process (PIP), procedures and forms, establishing consistent procedures.

• Presented Performance Management Process (PMP) criteria, forms and documents, creating quarterly evaluation

process and basis for discretionary bonus.

Par dee Homes, Corona CA (Master planned residential homes and community developer)

2005-2008

Regional H uman Resources Manager

(Inland Empire, Orange County, and San Diego Divisions (350 of 800+ employees)

Developed corporate-wide strategies for growth across all functional departments, and divisions. Mentored and supervised staff.

Established strong relationships and infused credibility by delivering excellent customer service focused on company values and

mission. Liaison to Employee Service Center. HR Generalist, facilitator of all in-house training. Certified in delivery of

externally developed training. Developed Generational Diversity training module. Responsible for creation, dissemination, and

implementation of policies and procedures.

• Ensured attraction and retention of qualified employees in cost effective method in compliance with

A ffi rmative Action Plan, meeting governmental compliance. Significantly reduced dependency on

external recruiters, while supplying high caliber talent that matched growing demands.

Claire Ivey, page 2

• Coached and consulted with managers on compensation/salary administration and performance

evaluation processes, maintaining fair and consistent compensation practices.

• Consulted and guided supervisors and management on proper methods of employee coaching,

performance management strategies and documentation. Established consistency across all levels,

w hile reinforcing accountability and goals. Facilitated Performance Management training and review

classes.

• Investigated, advised and resolved employee relations issues. Reduced liability and r isk of legal action,

and provided fair t reatment to employees in issue resolution. Insured Disciplinary and labor laws were

consistently adhered to and followed.

• Completed On-Boarding project, meeting Six Sigma criteria, and certification.

• Established first company-wide monthly e-newsletter “Did You Know?” an HR communication forum

for all employees. Initiated and authored company’s first managers’ e-newsletter “Leaders Link”,

containing manager focused information on changing laws, policies, management tools, and articles.

KP MG L LP, San Francisco CA (Big 4 International Public Accounting Firm)

1999-2001

Senior H uman Resource Business Pa rtner

A ligned with Area Managing Partner and Business Unit Partner-In-Charge to implement tax practice strategy

and assist in achieving business results. Implemented and enforced all compliance. Overall responsibility for

a ll HR issues for 15 Western

offices and 900+ employees. Managed regional HR staff. Coached, developed, and mentored professional staff.

Resolved Employee Relations issues.

• Presented and represented HR at Executive Leadership and Area Directors’ meetings.

• Ensured HR initiatives implemented, addressed, and supported with consistent application of practices and policies.

• Led and supported teams with Performance Management, Compensation, Salary Review, Retention programs,

Succession Planning, Work/Life diversity initiatives, recruiting, and all Federal, State laws and Compliance.

RIGHT MANAGEMENT CONSULTANTS, P ortland OR & San F rancisco CA ( Inte rnational Management

Consulting fi rm) 1996-1999

V ice President/Senior Consultant

• Landed $250,000 contract from first time client, eliminating their consideration of competition. Project entailed

delivery and coordination of concurrent sessions at 2 facilities covering all shifts.

• Coached senior executives with salaries to $400,000 on career management, transition, and

• organizational development, from small privately held companies to Fortune 1000 corporations.

• Facilitated rollout and trained adjunct staff in implementation of new process utilizing adult accelerated learning

methodology designed to shorten career transition preparation time.

CHAPEL STOWELL INC ., Lake Oswego OR (Locally based I n te rnational Outplacement Co.-acquired by

R MC 199*-****-****

Senior Vice President 1994-1996

Vice P resident 1992-1994

Consultant 1990-1991

Strategic business partner responsibility. Played key role in development and growth of new regional

consulting fi rm, from inception to $1M + revenue, in less than 5 years. Provided career management and

coaching to executives. Established, and maintained strategic business alliances with 300+ client firms. Built

national and international relationships, to more effectively meet client needs in remote locations. Significant

contributor in development of new products and pricing strategies

• Co-authored proprietary Career Self-Reliance process and delivered to Fortune 100 Company, securing contract and

enabling change in philosophy and structure at all levels.

• Created break-through product offerings in career management and co-managed programs, resulting in an increased,

competitive market position. Authored proposals, capturing leading local and national accounts from the 3 largest

leading national competitors.

ED UCAT I O N

Bachelor of Science, Personnel Administration-Business Management, S.U.N.Y., Binghamton University, Binghamton NY

Graduate Work, Education-Media-Librarianship, Portland State University, Portland OR

Personnel Administration Certification, Portland State University, Portland OR

Training/Certifications

Six Sigma Green Belt Certified, 2008

Certified Customer Service Training facilitator, 2006-2007

Claire Ivey, page 3

Master Certification-CBC, Strategic Business Coach, 2004

Assessment Tools: DiSC; Myers-Briggs; Birkman; Strong-Campbell

Associations/Affiliations/Community Service

Society for Human Resource Managers – SHRM, Member 1986-Present

Southern California Wine Country SHRM, 2010-Present, Board Member: VP, Education Programs 2011-12

Inland Empire SHRM, 2005-Present

Alzheimer’s Association, Advocacy Committee Member: San Francisco Bay Area; Orange County, Representative at Health

fairs and United Way, presenter and Exhibitor, Fundraiser, Volunteer, and Team Captain: Memory Walks SF 1998-2005; Walk to

End Alzheimer’s and Memory Walks Orange County: Team member and contributor, 2005-Present

Home Aid of Inland Empire, and Orange County; Habitat for Humanity, 2010; Project Mercy: Baja Challenge 2006-2008

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