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Human Resources Customer Service

Duncan, South Carolina, United States
February 02, 2018

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Home: (864) ***-**** Duncan, SC


High energy, self-motivated professional providing strategic leadership in human resources, organizational development, human capital and training delivery platform for all industries and levels. Passion for understanding the business and driving financial and operational results. Languages: (Proficient in reading, writing, and speaking) Spanish and Portuguese.


MVF HR & OD Consulting

VP Human Resources, Organization Development, & Training Consultant, Duncan SC

(Certified Mediator for FL, TX, CA, GA, NC, SC, VA, NC) May 2015 – Present

Clients: Walter P Rawl & Sons, Sandals Resort, Four Seasons, Facebook, Google, Walt Disney (All industries to include Hospitality, Call Center, Manufacturing, Agricultural, and Medical Offices and Hospitals)

Training & Organizational Development:

oDiagnosing: Helping organization identify problems that may interfere with its effectiveness and assess the underlying causes by examining its mission, goals, policies, structures, and technologies; climate and culture; environmental factors; desired outcomes and readiness to act. Through focus groups, interviews and formal surveys of all members, etc. Action planning: Developing strategic interventions for addressing diagnosed problems are developed. Working with leadership engaging in an action planning process to assess the feasibility of implementing different change strategies that lead to action. Intervention: Evaluating and assessing the planned change efforts by tracking the organization's progress in implementing the change and by documenting its impact on the organization. Leadership Development: Guiding operations and business in human resources, training/development, and performance management and customer service. Creating Leadership Development Programs and Facilitating at all levels. Certified OSHA Auditor, DOT-HAZMAT, EPA

Change Management / Project Management:

oDemonstrating communication effectiveness and good project management discipline. Ability to foster trusting relationships with colleagues and clients and project management teams.

oResponsible for assembling change project teams, managing technical/functional development, performance, and project flows relating to organizational process and procedures through Building relationships, mobilizing the efforts of others, planning and evaluating. Exercising power and influence, resolving ambiguity, taking responsibility.

oSoftware Integration Projects PM:

HRIS Systems: Workday, ADP, SAP, Oracle; Namely, Sage

ATS Systems: Taleo, Newton, Cyber, ADP,

Payroll: ADP, Famous, Pet Tiger

HR Business Partner & Change Agent:

oManaging internal W9/1099 payroll process and setting up benefit administration in the areas of Health & Welfare Annual Open Enrollment, H&W Program/Vendor implementation, Retirement Plan administration, Incentive Plan alignment, and ongoing administration Working with all industries operations, training, change management, etc. Customer Service and employee engagement projects sharing best practices from across customer-focused industries. Providing counsel, feedback, and training on broad issues to include business operations, process and all associated related actions that enhance an organization & employee growth. Working strategically to diagnose client challenges, analyzing data, identify root causes analysis and recommending strategical & tactical HR solutions

Employee Relations:

oProviding advice and recommendations in all areas of Human Resources to include state & federal compliance, policies, and handbook development, etc. Handling mediation cases as needed. Project Management auditing FMLA, ADA, Payroll, 5500, EEO-1, Employee Files, and ERISA. Conducting and documenting investigations pertaining to unemployment, harassment, discrimination, etc. in accordance with clients’ organizational guidelines and working with internal/external legal agencies as needed.

Staffing, Development & Succession Planning:

oDeveloping and implementing strategic recruiting plans in alignment with client objectives. Providing consultation and support to all levels of management focusing on human capital effectiveness, compensation packages, sourcing needs and strategic placement of talent using behavioral based recruiting methodology and assessments. Offering executive coaching and counseling as needed, etc.


oManaging all immigration process: Tourism & Visits (B), Business (B), Employment (E/H/L/O/P/I/TN/TD/J), Study & Exchange (F, M, J, B), Family, Intercountry Adoptions, Diversity VISA.

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Wellspring Management System /The Cardiac & Vascular Institute, Gainesville, FL

Director Human Resources & Training March 2014 – May 2015

Change Management Operations:

oHR Business Partner, supporting an organization of 200 plus employees with multiple locations and was the strategic and tactical lifeline support to the WMS board members and executive team. Change Agent Organization Development & Training: Directed the needs assessment for training and staff development to enhance the effectiveness of employee performance in achieving the goals and objectives of the company. Facilitated communication among employees and management. Guided managers, and employees on problem-solving, dispute resolution, regulatory compliance, and litigation avoidance. Call Center Operations: Setup an inbound scheduling call center to support medical practice multiple locations of 20 FTE’s, Supported, call center operations to include, training and development, forecasting, etc.

Recruiting – Talent Development:

oDeveloped and implemented strategic recruiting plans in alignment with corporate objectives. Met hiring goals for position levels. Created the online On-Boarding Process and applicant tracking systems (ATS) / Managed and implemented HRIS Systems –Isolved HK-Works / Employee Relations / Policies and Procedures/Performance Management /Training & Development Benefits: Worked with various Health Benefits Insurance Carriers BCBS, Cigna, United, to include Dental, and Vision. Established the “Out to Market” process in selecting the right Health Provider & Benefit Brokers in 2014 for 2015 eligibility of January 1, 2015; Setup all internal process after leaving PEO. Managed federal and state legal requirements: EEO, ADA, FMLA, OSHA, etc. Immigration: Managed all visa process for their international doctors

PMQ Solutions LLC, Norcross, GA / Lutz & Gainesville, FL March 2010 - March 2014

Operations –Vice President of Human Resources & organization Development

Operations of Memberships:

oSupported external PMQ Members by developing and implementing an organizational strategy to ensure objectives were achieved on both strategic and tactical levels to include the following industries: call center, medical, construction, IT, banking, insurance, manufacturing, entertainment, etc. Managed & supported external members: HR – EEO and investigations, OSHA, state & federal compliance, etc. Change Agent Call Center & Operations:

oCreated and Managed an inbound/outbound sales call center operation domestically & internationally to support all clients with 250 FTE’s and above. Managed all operation technology, policies, and operation procedures to include: QA and call handling. Provided strategic leadership as a member of the executive management team. Managed all human resources functions of employee relations. Software Integration Projects: HRIS Systems: Workday, ADP, SAP, Oracle; Namely, Sage. ATS Systems: Taleo, Newton, Cyber, ADP, Payroll: ADP, Famous, Pet Tiger

Facilitated Various Programs for all industries:

oManaged all training and development, leadership development, executive coaching, onboarding, team-building, soft-skills, time management, communication, etc. Managed Recruiting Center for all industry and levels. Created On-Boarding Process for Clients, Compensation Analysis, Succession Planning, Pre-Hire Assessments, Third-Party Investigations, Harassment Avoidance, OSHA, FMLA, ADA, ACA, Payroll, HR Administration, ERISA, and Certified Mediator for FL, GA, NC, SC, NV, and CA. Consulting Firm Partnerships: Deloitte, KPMG, PwC, and Booz Allen Hamilton Healthcare Projects: Managed multiple human resource offices in the areas of HR State & Federal Compliance, Recruiting, and organizational development. Mediator Projects: Contracted with employment lawyers as a third-party mediator in cases involving: Research, Interviewing EEO / FLSA / ADA / FMLA Fraud cases / Extensive Mergers and Acquisitions (M&A), Project Management (PMP): Directed and managed projects. Immigration: Managing all immigration process: Tourism & Visits (B), Business (B), Employment (E/H/L/O/P/I/TN/TD/J), Study & Exchange (F, M, J, B), Family, Intercountry Adoptions, Diversity VISA.

Walt Disney Imagineering, Celebration, FL February 1996 to December - 2009

Talent Development – Director 1996 - 1997

Sr. Talent Development Consultant: (Domestic & International) 1997 - 2009

Sales Training:

(Call Center) Disney Vacation Club - inbound/outbound call center / All Hotel Properties. State & Federal Compliance Training:

oGovernment Regulations / OSHA, EPA, ADA, HIPAA, ERSA, ACA. Worked with State and Federal Agencies for leadership program support System Implementation Training: SAP Success Factors Software Implementation

Union Interactions/Manufacturing:

oWorked with manufacturing facilities (Soft & Hardline Products – China, Singapore, Japan) supporting all operations domestically and internationally. Was involved with Collective Bargaining / Employer & Union Rights Obligation / Negotiated as First Chair. International Brotherhood of Electrical Workers (IBEW), National Labor Relations Board Professional Association (NLRBPA), and Sheet Metal Workers International Association (SMW)

Talent Development Change Agent & OD Training Director 1996 - 1997

oManaged strategically and tactically three geographic HR Development Centers domestically in FL & CA and internationally up to 40 trainers and 25 HR Generalist. Recruited, interviewed, and trained for the construction side of WDI & Parks: Agricultural, Chemical, Civil, Electrical, Environmental, Industrial, Manufacturing, Metallurgy & Materials, Ocean, and Transportation. Worked with various consulting vendors: Deloitte, KPMG, PWC, Booz Allen Hamilton, Capgemini. Organizational Development: Performance analysis, designed and deployed solutions to drive organizational and professional development strategies for Disney Imagineers (WDI). Leadership and Succession Planning for Disney’s Fast Track Development.

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oCertified Professional in Training Management (CPTM) Certified in Healthcare Human Resources (CHHR), Senior Certified Professional (SHRM-SCP), Certified Professional in Learning and Performance (CPLP); Global Professional in Human Resources (GPHR); Senior Professional in Human Resources (CA-SPHR), Certified Mediator – (CME) - FL, TX, CA, GA, NC, SC, VA, IN

oThe Certified Call Center Manager (CCCM), Change Management-Prosci, Lean Six Sigma Black Belt; Six Sigma Green Belt, Call Center Management Certification; Advanced Organizational Development Certified Consultant (ODCC); Project Management (PMP); Master Trainer; StrengthsFinder, Emotional Intelligence, Lominger 360 degree assessments and Neuro-Linguistic Programming (NLP); Certified in Myers-Briggs (MBTI), Profiles International (Profile XT), DIC, Hogan Assessment, Achieve Global, and Gallup's Strengths Finder Assessment


o Achieve Global, Rounding (Studer Group), Managing Sales Success (Wilson Learning), Creating Team Mastery (Wilson Learning), Leadership Excellence, Succession Planning, Cultural Diversity in the Workplace (Wilson Learning), Counselors Salesperson (Wilson Learning), Myers-Briggs Personality (Walt Disney WDI), DDI - Leadership Facilitator Certification (Walt Disney WDI), Gallup Demands of Executive Leadership (Disney WDI), Hogan Assessments, Seven Habits of Highly Effective People (Covey Leadership), Time Management(Covey Leadership) Technical Software: Crystal Reports, Success Factors, PeopleSoft versions 8.2, 8.3, 8.8 - Workday Integration, (HRIS, CRM, HCM, HRM) and 8.4 (Financials), Lawson HR Software &, ISO-9002, SAP/ Success Factors Software Implementation, HRIS, Microsoft/ PowerPoint, Excel, Microsoft Word, Volunteer Training: Junior Achievement, Orlando/Tampa homeless shelters, and Atlanta / Children’s Hospital

PUBLICATIONS: Author: K-force Inc. Articles, 2013 Immigration for HR Professionals, Effective Recruiting

INDUSTRY CLIENTS: Hospitality, Manufacturing, Call Center, Medical, Pharmaceutical, Hospitals, Banking, Mortgages, etc.


College of Notre Dame of Maryland, Baltimore, MD 1982 - 1986

Degree: Bachelor of Science (B.S.)

oMajor: Human Resources / Minor: Industrial-Organizational Psychology & Criminology

Capella University: Virtual Program - Working on My Master’s/Ph.D. program 2016 - Present



Membership Years

ASHHRA (The American Society for Healthcare Human Resources Administration)


ATD (The Association of Talent Development)


IOD (The Institute of Organization Development)


ISOD (The International Society for Organization Development and Change)


National Association of Call Center’s


NLP (International Association for Neuro-Linguistic Programming)


PMI (Project Management Institute)


PROSCI (Change Management Learning Center)


SHRM (Society for Human Resource Management)


(AALSSC) The American Association for Lean Six Sigma


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