D. JOY CUMMINGS

Shaker Heights, OH ***** * ac2x93@r.postjobfree.com

PROFESSIONAL SUMMARY

Human Resources Manager accomplished in the cultivation and execution of trainings, sourcing, screening, qualifying and closing candidates as well as coordinating interviews and follow-up. Well versed in the strategic planning and execution of business and recruiting efforts. Proven track record of collaborating well with peers of all levels.

SKILLS

Complex Problem Solving. Training programs development

Goal oriented. Recruitment/Staffing

People-oriented. Interview

ing

Excellent work ethic. Employee coaching

Performance management systems Budget development

Analytical thinker. Superior verbal communication

WORK HISTORY

Human Resource Manager, 12/2016 to current

Kemper House - Highland Heights / Strongsville

Developed and enforced company policy and procedures relating to all phases of human resource activity.

Updated key human resource metrics, including turnover and terminations, using reporting tools on the HRMS database

Resolved employment-related disputes through proactive communication.

Handled understaffing, disputes, terminating employees and administering disciplinary procedures.

Pre-screened all candidates prior to sending them to corporate hiring managers.

Evaluated the effectiveness of training programs and recommended improvements to upper management.

Conducted orientation sessions and organized on-the-job training for new hires.

Developed surveys to identify training needs based on projected production processes and changes.

Organized and edited training manuals, multimedia visual aids and other educational materials.

Alternated training methods if the expected improvements were not reached.

Applied adult learning and performance expertise to assess behavioral and ability issues impacting work performance.

Reviewed and edited all training materials for accuracy and policy compliance.

Oversee hiring and training needs at 2 facilities (300+ employees)

Director of Admissions – Midwest Region, 11/2008 to 05/2015

City Year National –Cleveland, OH

Hired employees and initiated the new hire paperwork process

Oversee admissions process at 5 Midwest sites (Cleveland, Columbus, Milwaukee, Detroit and Chicago)

Successfully managed the admissions process at 5 Midwest sites

Explained all of the human resources policies, procedures, laws, standards and regulations

Developed and facilitated job recruitment fairs

Organized and managed new employee orientation schedule for all new hires at 5 Midwest sites

Tracked key dates and deadlines and maintained specific personnel lists

Promptly corresponded with all applicants and coordinated and conducted interviews

Led the creation of recruiting plans for all open positions at 5 Midwest sites

Posted positions through approved recruitment channels

Networked with industry contacts, association memberships and associates

Pre-screened all resumes prior to sending them to hiring managers for consideration

Facilitated all new employee orientations to foster a positive team attitude

Screened all applicants based on their qualifications and backgrounds

Partnered with local organizations and universities for engagement of students and clientele

Responsible for diversity goals in complying with all corporate policies

Solely responsible for both the Cleveland and Columbus sites for the recruitment of 150 corps members

Remotely managed and successfully trained 3 admissions representatives in the Midwest region

Created first Higher Education partnership between Cleveland and Kent State University

Responsible for maintaining a 90% retention goals

Received national “Most Influential in Recruitment/Admissions” award in 2014

Received national “Highest Yield/Retention” award – 2015

Impact Manager, 06/2015 to 11/2016

City Year Cleveland – Cleveland, OH

Led a comprehensive diversity and inclusion training for 68 staff members

Serve as company representative at partner school to promote company and meet objectives

Resolved employment-related disputes through proactive communication

Organized and co-facilitated a 6-week corps member orientation and training to promote collaboration

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals

Facilitate weekly staff meetings to ensure department collaboration and goal setting

Enforce all company approved policies and procedures

Daily management of team performance and progress

Created new procedures and programs to both improve and streamline processes

Partnered with Training and Development Director to assess training needs through surveys, interviews with employees, focus groups and consultation with managers

Created an online program to be used for new hires, orientation and video training

Outbound CSA / Mentor Coach, 01/2001 to 10/2008

JP Morgan Chase – Cleveland, OH

Cross-trained and backed up other customer service managers

Met all customer call guidelines including service levels, handle time and productivity

Solved unresolved customer issues

Strong leader of customer support staff

Managed work flow to exceed quality service goals

Maintained accurate records of past due customer account activity

Developed high empathetic client relationships and earned a reputation for exceeding service standard goals

Maintained up to date knowledge of product and service changes

Investigated and resolved customer inquiries and complaints in an empathetic manner

Followed-through on all critical inter-departmental escalations to increase customer retention

Updated customer orders from start to finish in an accurate and timely manner

Assessed clients’ financial situations to develop strategic financial planning solutions

Received “Employee of the Year” service award in 2001, 2002, and 2004

ACCOMPLISHMENTS

Recipient of “Employee of the Year” award 2001, 2002, 2004 (JP Morgan Chase)

Increased retention by 17% by developing new employee hiring process - (City Year)

Created national new hire and training website to increase retention and visibility of site and training materials (City Year)

Recipient of “Highest Yield/Retention” award (City Year 2013)

Recipient of “Most Influential Recruiter/Admissions” award (City Year 2014)

Created a national diversity initiative to attract a diverse pool of applicants

Secured Ohio’s first Higher Education partnership (City Year)

Received 98% (highest rating) for City Year Cleveland training program

Diversity and Inclusion representative for City Years Midwest Region

Reduced company turnover by over 50% by implementing website, application, and interview updates (Kemper House)

EDUCATION

SHRM Certification - scheduled November 2017

Bachelors in Human Resources - Ursuline College (currently enrolled)

Associates of Science: Human Resources and Organizational Development

Cuyahoga Community College – Cleveland, Oh

Richmond Heights High School – Richmond Heights, OH

**REFERENCES FURNISHED UPON REQUEST**

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