Manager Customer Service

Debra Lee Williams, PHR

***** ****** ****

Elkwood, VA 22718

Phone: 540-***-****

Mobile: 540-***-****

Email: ************@***.***

EXECUTIVE SUMMARY

Dedicated and skilled Human Resource professional with a proven ability to

partner with all departments within an organization to align goals and

promote solutions through process improvements and creative planning.

Proficient in development of policies, procedures/processes and

educational/informational materials utilizing innovative solutions.

QUALIFICATIONS/KEY SKILLS

Strategic Leadership Report Analysis Records Management

Job Hazard Analysis

Expense Reduction Policies & Procedures Safety Manual

Development Staff Development & Training

Smith Certified Driver Trainer Investigation Analysis Project

Management Business Continuity Planning

Liability Claims (Auto & General) Accident Reviews Worker's

Compensation Specialist

EMPLOYMENT

Cox Communications, Fairfax, VA Human Resources Manager/Safety/Risk

Manager 2004 - 2012

. Successful reduction of Workers' Compensation Claims

frequency and severity. Reduced WC frequency by 26% and

severity by 40% in year ending 2011.

. Employee Benefits/Compliance including FMLA, ADAAA, STD, LTD,

Workers' Compensation.

. Key reductions of Auto and General Liability Insurance

premiums and at fault incidents for the state of Virginia.

. Performed interviews individually and in a panel environment

utilizing STAR

. Managed security through CCTV, Access Control,

investigations, and partnership with local authorities.

. Collaborated as HR Business Partner with key cross-

departmental leadership and established Safety and Security

departmental policies & procedures as well as employee

development plans to improve performance.

. Increased employee awareness of Safety and Security through

newsletters, poster programs, brochures, reports, and

websites.

. Established Behavior Based Safety program, driver improvement

programs, training and incentive programs and overall safety

awareness within the organization to reinforce the overall

company strategy and goals.

. Performed internal investigations and collaborated with HR

Business Partners and departmental leadership.

. Established and continually improved on Emergency

Preparedness plans

. Extensive involvement in Business Continuity Plan

development, maintenance, and Table Top Exercises.

. Remained in compliance with all local, state and federal laws

and regulations via training, auditing, and company-wide

communications.

Process Manager - New Business Development

2002 - 2004

. Facilitated the launch of all new products.

. Developed all methods and procedures through department cross-

functional teams.

. Defined process improvements which resulted in the

development of companywide best practices.

. Facilitated system improvement initiatives, which prepared

the system for a telephony launch and resulted in significant

expense savings annually.

. Led Self-Install team improvements, resulting in truck-roll

activity reductions and a 40% increase of self-install

productivity in six months.

Media General Cable, Fairfax, VA High Speed Data Operations

Specialist, Supervisor & Product Manager

(Acquired by Cox Communications in Oct. 1999)

1998 - 2002

. Worked with the High Speed Data Service General Manager to

analyze and document launch procedures.

. Primary liaison with High Speed Data vendor for multi-

departmental operations and communications.

. Key participant in product launch development, procedure

documentation and operational implementation.

. Developed and maintained collaborative working relationships

with all departments to monitor, review, and analyze

acceptable service levels.

. Managed all marketing and product management activities for

Cox High Speed Internet in a 260,000 basic customer system.

. Managed data services on a non-upgraded plant creating award-

winning customer growth in short product life.

. Core team member to transition 45,000 customers from High

Speed Internet product vendor to Cox Communications owned

product.

Residential Sales Administrator

1994 - 1998

. Developed a staff of 10 to provide support to the Residential

Sales Department consisting of four Managers, four

Supervisors and 40 Residential Sales Representatives.

. Interviewed, trained, scheduled, and supervised Assistants

and Aerial Technicians.

Residential Sales Assistant

1994

. Assistant to Direct Sales Manager and support to his team

of 12 Sales Representatives.

. Developed department restructuring for added employee

efficiencies and customer satisfaction.

. Received promotion, within 8 months, to Residential Sales

Administrator.

Unirep I, II and III

1990 - 1994

. Responsible for an established number of incoming calls with

focus on customer service, satisfaction and sales.

. Responsible for various special projects including Supervisor

duties and outage reporting.

Career Note: Additional employment includes Teller, Customer Service

Representative, Vice President and Assistant Branch Manager, First American

Bank of Virginia - Northern Virginia

EDUCATION

Professional Human Resource (PHR) Certification

University of Virginia - Certificate in Technology Leadership

North Carolina University - Certificate - Safety & Health Management System

American Institute of Banking - 15 banking related courses completed

maintaining a 3.5 average

Northern Virginia Community College - Business

Currently seeking Registered Workers' Compensation Specialist (RWCS)

Certification

Extensive Leadership Education

Birkman Oz Principle

Change Management People Leaders as Career Coaches

Courageous Conversations Performance Management

Creating an Inclusive Environment Presentation Skills

Doing Business with Integrity Proactive Employee Relations

Engaging your Employees Protecting Consumer Privacy

Facilitative Leadership Security Awareness

Field Safety Sexual Harassment

Fire Detection & Suppression Talent Assessment Program

First Aid/CPR Targeted Selection Behavioral

Interviewing

Health & Safety in the Workplace (HRCI) Trust Begins with Me

Cox Internal Committees

Safety Board Facilitator Full Self Install Launch Database Conversion

Team Committee

Human Resources Policy Bottom Line Committee Network Pilot Program

Revision Team

Leadership Planning Women's History Month Y2K Committee

Committee

Communications Team Cox High Speed Internet CableMaster Users Group

Conversion Team

Process Improvement Team One Time Charge Review ICOMs Conversions

Lead Committee

Honors

Scholarship Recipient - Society of Human Resources Management (SHRM)

Volunteer of the Year - 2011 - Cox Communications

Volunteer of the Month - several months - Cox Communications

Judge Tobin Volunteer Award - Izaak Walton League of America - National

Activities

Member - Women in Cable & Telecommunications (WICT)

Member - Society of Human Resources Management (SHRM)

Member - Izaak Walton League of America (IWLA)

Treasurer - Izaak Walton League of America (Volunteer)

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