Manager Customer Service

MARGARET REYNOLDS HODGE, SPHR

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

College Park, GA 30337 Cell: 404-***-****

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

PROFESSIONAL PROFILE

Dedicated Human Resource Leader with 15 years of experience and a proven ability to partner with clients on

strategic initiatives to transform business deliverables/processes to deliver substantial cost savings and revenue

enhancements. Seeking a challenging HR leadership position that will leverage my experience as well as provide

challenging opportunities. Respected HR consultant with proven ability to build leader capabilities and positive

employee relations.

Core competencies include:

Employee Relations People Management Human Resources Leadership

Performance Management Project Management Organization Effectiveness

Training & Development Customer Retention Vendor Negotiation / Management

Planning & Budgeting Recruiting Change Management

TECHNICAL EXPERTISE

Trained and fully versed in MS Office Suite (Word, Access, Excel, PowerPoint, Microsoft Project, Visio), PeopleScout,

Resumix, Tesseract, BRIO, CMS, and WebEx

PROFESSIONAL EXPERIENCE

Delta Air Lines, Inc.

General Manager – Talent Acquisition and HR Operating Standards 05/2010 – 6/2012

• Led recruitment team for full life cycle recruitment of 12,000+ annual hires

• Led development and implementation of Vendor Management System –

Annualized cost savings $2M

• Led development and implementation of on line Form I 9. Led E Verify team in

submitting

E Verify cases for 65K employees across the U.S. and U.S. Territories

• Established retention schedules for all HR records. Led development and

implementation of strategy for imaging all Criminal History Record Checks

• Led development and implementation of Delta specific on line interviewer training

course

General Manager – Human Resources, Policies and Procedures 10/2009 05/2010

• Led initial development of enterprise wide Time and Attendance system

• Led full lifecycle of Northwest Airlines (NWA) document management to include

analysis of document types, retention requirements, and implementation of scanning into Delta’s

document system

• Led data mapping of NWA HRIS data to Delta’s HRIS

Temporary Assignment– Talent Acquisition 7/2007 10/2009

• Restructured the recruitment department and outsourced all Non exempt hires

(annual hires 10K)

• Hired 1300+ Flight Attendants with unique language qualifications within 5

months. Project included process development, facilities build out, logistics, and day to day

operation

• Led full lifecycle development and implementation of a new Applicant Tracking

System

Hodge Page 2

Human Resource Manager – Technical Operations Center 12/2005 7/2007

Client Group of 5,000 Employees – Exempt and Non Exempt

• Led team of HR Generalists

• Led development and implementation of retention strategy for critical/at risk talent

groups

• Led development and implementation of leadership development programs for front

line leaders and front line employees seeking leadership opportunities

• Led organization through RIF of 1,000+ employees and subsequent recall of 700+

employees

• Led PER – Union Avoidance

Human Resource Manager – Airport Customer Service (ACS) 10/2004 12/2005

Client Group of 5,000 Employees – Exempt and Non Exempt

• Led team of HR Generalists

• Led restructure of client’s organization to include organizational structure,

development and implementation of new roles; succession planning, and developed series of

front line leader workshops

• Successful implementation of corporate initiatives new Manager Self Service and

Employee Self Service tools

• Educated leaders to deliver messages on benefit changes, pay reductions, and

bankruptcy announcements

• Led PER – Union Avoidance

Human Resource Manager – ACS Corporate Support 4/2000 10/2004

• HR Generalist responsibility for client group of 500 exempt employees

• Built leader capability: Career discussions, performance management, compensation

issues administrative action, and employee relations

• Led RIF for division of 16,000 non exempt employees

• Ensured client leaders were prepared for leader led communications on corporate

initiatives, benefit changes, RIF, etc.

• Client representative on the Corporate Ethics and Compliance Committee ensuring

appropriate and timely resolution of issues

• Led divisional compensation and pay processes for approximately 18,000 employees.

Led developed both strategic and tactical plans to provide consistent application of payroll/HR

policies and procedures

• Member of Compensation team in job mapping and market based pay initiative

EDUCATION

George Washington University, Washington, DC

Masters Certificate/Project Management 1999

Point University, Atlanta, GA

Bachelor of Human Relations 1995

Certifications & Professional Development:

Certified Targeted Selection Facilitator (DDI Certified)

Numerous leadership, management, diversity, and customer relations courses – company sponsored,

2000 2012

Organizations and Associations

Society for Human Resource Management (SHRM), national

Contact this candidate