Human Resource Customer Service
Resume:
MICHELLE SCHAEFBAUER, SPHR
Apple Valley, MN 55124
952-***-**** ***********@*****.***
HUMAN RESOURCES LEADER
Highly accomplished and experienced Senior Human Resource Executive with a record of achievement improving the productivity and performance of as many as 2800 employees through exemplary leadership in the delivery of HR services provided by as many as 21 HR professionals in industries including hospitality and gaming.
An expert in Training and Development with a penchant for developing best-in-class organizations. Acknowledged as a turn-around specialist who quickly changes underperforming staffs into top performers while instilling a culture of pride in service and performance.
Selected to Northern Arizona University’s (NAU) School of Hotel and Restaurant Management’s (SHRM) National Industry Advisory Board. Former Vice-President NAU SHRM Alumni Association and Alumni of the Year.
CORE COMPETENCIES
Organizational Design & Development • Training & Leadership Development
Employee Relations • Talent Management • Strategic Recognition & Reward Programs
Coaching & Counseling • Performance Management • Employee Engagement
Policy & Procedure Development & Implementation • Benefit Plan Design & Administration
Compensation • HRIS Administration • Budgeting & Forecasting
PROFESSIONAL HUMAN RESOURCE MANAGEMENT EXPERIENCE
Care Giver, Temecula, CA and Denver, CO January 2014 - September 2016
Helped care for members of my immediate family during a terminal illness and several serious injuries and surgeries.
Full-Time Graduate Student, Regis University, Denver, CO August 2012 – December 2103
Earned a Master’s of Science Degree in Organizational Leadership with a dual concentration in Strategic Human Resource Integration with graduate certificates in Executive Leadership and Strategic Human Resource Integration.
Agua Caliente Band of Cahuilla Indians (ACBCI), Palm Springs, CA August 2005 – March 2012
A sovereign tribal government operating 2 full-scale Las Vegas style casinos, hotels, restaurants, spas, golf courses, cultural museum, and economic business development authority employing over 2,500 employees.
Executive Director of Human Resources, ACBCI (2006 – 2012)
Envisioned and executed all HR strategy, policy, and processes driving the delivery of HR services to more than 2,500 employees. Lead the administration of performance management and rewards, benefits and compensation, management and leadership training and development. Prepared, justified, and stewarded an annual budget of over $3M (not including departmental salaries and wages).
Orchestrated the efforts of 21 Human Resource Management professionals as well as 7 procurement professionals tasked with driving continuous improvement in the delivery of procurement services.
Responsible for managing the hiring and training process of 350+ team members and achieved a Mobile 4 Diamond designation for a $400M renovation and expansion.
Served as an agent for change in the organization’s overall culture. Orchestrated the design and implementation of a defined cultural philosophy- SPIRIT- that aggressively promoted the virtues of Service, Pride, Integrity, Respect, Involvement and Teamwork.
Redesigned self-insured benefit plans to reduce employer costs by approximately 30% while maintaining quality, affordable care for employees.
Contained labor costs through natural attrition while significantly minimizing reductions in force.
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Director of Training & Development, ACBCI (2005 – 2006)
Created, developed, and guided delivery of management and staff competency-based training programs while providing technical assistance and training collateral to operations departments focused on delivering effective learning opportunities for new employee orientation and continuing education.
Ensured compliance with federal law and NIGA regulations. Developed and formulated training standards with all required training content.
Assisted in the improvement of the performance and increased growth opportunities for all levels of employees by developing and implementing job-specific training, skill development, management training and executive coaching.
Wyndham International Hotels & Resorts, Dallas, TX 1990 – 2004
During this time, Wyndham was leader in the hospitality industry with more than 40,000 employees setting new standards for guest satisfaction at more than 425 Wyndham properties.
Performance Consulting Manager, Corporate Training & Development Department (2001 – 2004) Developed and implemented strategic training and development plans strategically aligned with the organization’s business objectives focused on enhancing the performance of operations departments, units and divisions including guest services, food & beverage, rooms, facilities, sales, finance and HR. Served as a key member of Wyndham’s Customer Service Advisory Board tasked with improving customer service through the redevelopment and refreshment of company-wide customer service programs. Promoted the power of diversity by serving as a member of Wyndham’s Internal Diversity Board driving the definition, design, and execution of the organization’s diversity initiatives.
Identified and eliminated barriers to personal improvement in employees. Worked in close collaboration with multiple layers of management to attain this achievement.
Dramatically improved the performance of Human Resource professionals while employing 21st century learning media.
Designed and facilitated human resource-related training, management and leadership development modules delivered via internet/intranet (Wyndham International University E-Learning).
Designed, developed and administered company-wide web-based professional mentorship program impacting more than 100 high-potential employees in 200 hotels as well as 500 corporate employees.
Director of Human Resources, Wyndham Hotel, Colorado Springs, CO (1999 – 2001)
Key player on the Executive Committee. Directed delivery of employee relations, training, staffing, benefits and compensation as well as legal and regulatory compliance advancing the objectives of management and addressing the needs of as many as 250 employees driving the operation of a 311 room full-service hotel.
Director, College Recruiting / Manager in Development (M.I.D.) Program, (1995 – 1999)
Played a pivotal role in developing the organization’s future top performers and management. Took the lead in related initiatives including Recruitment, Training, Internships, Career Planning, and Succession Planning.
Managed, mentored, and motivated a full-time staff of 4 recruiting professionals. Personally resolved all employee issues related to the MID program. Developed and stewarded entry-level recruitment budgets for corporate headquarters as well as more than 225 hotels. Recruited from top 20 U.S. hospitality college programs annually.
Set the foundation for a highly effective MID program while spearheading all related recruitments and training.
Provided critical support to the Vice President of Training enabling development, and implementation of a competency-based M.I.D. training program for all Wyndham branded properties.
Developed and directed a structured College Internship Program for all Wyndham branded hotels and the Corporate Office in various operating and sales departments.
Conceived, created, and implemented formal succession planning and career planning programs.
Monitored and ensured completion of the 12-18 month training program with more than 350 trainees enrolled annually.
Early success with Wyndham International Hotels & Resorts in management roles for Sales & Catering, Guest Services, and Housekeeping, as well as Food & Beverage at several domestic Wyndham hotel locations.
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EDUCATION & CERTIFICATION
Master of Science, Dual Concentration in Organizational Leadership & Strategic Human Resource Implementation; Graduate Certificates in Executive Leadership and Strategic Human Resources Implementation,
Regis University, Denver, CO
Bachelor of Science, Hospitality Administration, Northern AZ University, Flagstaff, AZ
Associate of Arts, Liberal Arts, Cottey College, Nevada, MO
Senior Professional Human Resources (SPHR) Certified, Society for Human Resource Management
AFFILIATIONS
Member, Society for Human Resource Management
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