Resume

Sign in

Customer Service Human Resources

Location:
Durham, North Carolina, United States
Posted:
February 19, 2018

Contact this candidate

NORMA PETWAY SMITH

**** ******** ***** ***** ac4i4f@r.postjobfree.com

Durham, North Carolina 27712 919-***-**** or 919-***-**** CAREER SUMMARY

A seasoned and highly motivated professional with a broad and diverse background in Human Resources, Customer Relations, Consulting/Facilitation, Manufacturing Management, and alumni relations/fundraising experience in non-profit, corporate, higher education, union and nonunion environments. Industries include: higher education, banking, telecommunication, pharmaceutical, food and textile. Skills include but not limited to:

Employment//Recruitment

Onboarding

Benefit Administration

Classification/Compensation

Coaching/Mediation

Leadership

HRIS People Soft/People Admin

Project Management

Employee/Labor Relations

Team Building

Training, Organization

Development & Facilitation

Diversity

Relationship Building

Change Management/Strategic

Planning

Affirmative Action/EEO/OFCCP

Customer Service

Alumni Relations/Fundraising

Collective Bargaining/Union contract

negotiations

Performance Management

Policy and Procedures

Communication Skills (verbal and

written)

EXPERIENCE AND ACCOMPLISHMENTS

Managed the Employment, Classification, and Compensation unit to provide strategic support and direction for all hiring, classification, and compensation actions. Utilizing the People Admin Tracking system to improve and streamline hiring processes. Advising management in compensation matters including establishment of new positions, promotions, transfers, demotions, reorganziations and salary increases. Ensuring compliance with federal and state compensation laws, statutes, and regulations.

Developed the framework for a Management Development Institute, a management and supervisory development program for campus managers, which was implemented as a pilot in September 2015 and thus far has conductedc four cohorts. This institute is designed to address supervisory skills for new and exsiting management.

Developed and issued over 100 campus annoucements/updates for the Human Resources Department. This included information and updates pretaining to benefits and policies, Twenty-three university policies were updated, revised, and approved by the Board of Trustees.

Served on the Project team for People Admin 7.0 for a successful implementation in February 2015. Developed all training modules for both modules (tracking applicants and position management) and delivered training for the campus.

Successfully managed Title III Funds for the Quality Service Initiative (QSI) that provided an organizational focus on quality, customer satisfaction, teamwork, and leadership that led to a cultural change thus impacting greater retention and graduation rates. Customer Service averaged above 80% among eight student related departments over two years.

The Quality Service Initiative (QSI) received the CUPA-HR Regional and National 2012 Excellence Award for HR Practices. As the recipient of the award the university received $750 for (Regional) and $2,000 (National) for scholarship.

Provided consultation and trained over 30 departments and 2,672 participates in the area of customer service, teambuilding, conflict resolution and effective communication thus improving the overall campus experience. Evaluations averaged 4.7 out of 5.0.

Redesigned and implemented the “On-boarding” process to improve the orientation experience for new employees. Evaluations (4.8 out of 5.0) and feedback indicate a successful program.

Incorporated customer service expectations/goals in performance management for SPA and EPA employees to ensure accountability.

Developed and coordinated “NCCU Career Transition Center” for reduction in force

(RIF) employees. NCCU is the only school in the UNC System to implement this program to assist RIF employees.

Developed and implemented the “Spotlight on Excellence in Customer Service Award” to recognize employees for outstanding customer service. Awardees were nominated by faculty, staff, and students.

Documented procedures and conducted training for the hiring process as a guide for hiring managers to ensure effective processes and compliance.

Developed and implemented the strategic plan for HR Training (2 non-exempt) and Employment (3 non-exempt) departments to align with the university goals.

Organized and provided professional development opportunities for students in the College of Behavioral and Social Sciences to include recruiting events for the various disciplines, etiquette training, and “Chats with the Dean” that provided valuable feedback to continue a level of success for the college.

Managed a staff (3 non-exempt employees), budget, and overall operation of the Alumni Office. Planned and implemented all alumni Homecoming and class reunion events. Worked closely with Institutional Advancement to strategize and increase alumni giving and improve donor relations. Worked with volunteers and served as the Executive Director for the National Alumni Association.

As the Financial Center Manager for First Union/Wachovia Bank managed 17

(exempt and non-exempt employees) and all operations for the center. Led the team to successfully meet the sales and overall operation goals and objectives by developing strategic plans and goals. The Financial Center received numerous awards for reaching monthly sales and customer service goals.

Supported the business objectives for Nortel Inc. Finance and Real Estate organizations by providing strategic and operational human resources support for over 500 employees in Research Park, NC, Alpharetta, Ga., and Toronto, Canada. Organized and facilitated an organizational alignment process ensuring commitment to the vision, goals and performance objectives for the department. Managed human resources operations for the organization to include hiring for exempt and non-exempt positions, employee relations, compensation and benefits administration, strategic planning, and performance management.

As a strategic partner, organized a team that created a career development tool

”Mapping Your Future” which encouraged and improved employee career development and morale. The team received recognition and a monetary award for the project.

Provided coaching and feedback to Vice Presidents/Directors on employee relations issues which improved employee satisfaction by 10%. In addition, as a strategic partner provided input and suggestions for organizational changes to improve department accountability and efficiency.

Developed and analyzed the affirmative action plan for the Research Triangle Park, NC location to include 8,000 employees. Identified areas for improvement and communicated goals to senior management staff.

Investigated and resolved employee relation issues as it related to sexual harassment and discrimination. Developed and facilitated training for sexual harassment thus decreasing the number of complaints by 25% and providing a safer environment for employees.

As a Recruiter hired for exempt, non-exempt, and temporary positions for various departments, extended oral and written offers, and maintained hiring records.

As a manufacturing department manager/supervisor provided leadership to ensure quality products, meet production and safety goals. CAREER PROGRESSION

North Carolina Central University, Durham, NC

2015-2017 Director, Employment, Classification, and Compensation 2013-2015 Director, Training, Employment Communications, and Policies 2011-2013 Director, Training, and Quality Service Initiative (QSI) 2009-2011 Director, Student Professional Development 2004-2009 Director, Alumni Relations

Wachovia Bank, (Formerly First Union National Bank), Durham, NC 2001-2004 Bank Officer/Vice President

Customer Relations Manager/Financial Center Manager Nortel Networks, Research Triangle Park, NC

2000-2001 Resource Manager

1998-2000 Human Resources Business Partner/Manager 1996-1998 Affirmative Action/EEO Specialist/Recruiter Glaxo Smithkline Inc., (Formally Glaxo Inc.) Research Triangle Park, NC 1992-1995 Human Resource Representative

Austin Quality Foods Inc., Cary, NC

1989-1992 Employment & Communication Manager

1988-1989 Sr. Human Resources Representative

1987-1988 Human Resources Representative

1986-1987 Production Supervisor

Sara Lee Corporation, Winston-Salem, NC

1985-1986 Production Planner

1981-1985 Manufacturing Department Manager

Levi Strauss & Company, Greensboro, NC

1980-1981 Management Trainee

Donnelly Marketing, Elm City, NC

1979-1980 Production Supervisor

EDUCATION

BS Business Administration Concentration: Industrial Relations North Carolina Central University, Durham, NC

Masters of Public Administration Concentration: Human Resources North Carolina Central University, Durham, NC

PROGRAMS AND CERTIFICATES

University Management Development Program

UNC-Chapel Hill, Chapel Hill, NC

The Business of Human Resources Program

Kenan-Flagler Business School UNC-Chapel Hill, Chapel Hill, NC Certificate of Human Resources Management

Duke University, Durham, NC

CERTIFICATIONS

MBTI Step I and Step II Certification Myers-Briggs Type Indicator (MBTI) Instrument Center of Creative Leadership Assessment Certification 360 Feedback Mediation (Carolina Dispute Settlement Services)

Customer Service Excellence Certification Program

PROFESSIONAL AND PUBLIC SERVICE ORGANIZATIONS

Former Durham Arts Council Trustee Board

Former State Credit Union Advisory Board

Durham and Orange County Junior League (Public Service Organization) Delta Sigma Theta Sorority, Inc. (Public Service Organization) Links Incorporated (Public Service Organization)

Colleges and University Personnel Association for Human Resources (CUPA-HR) American Society for Training and Development

North Carolina Central University Alumni Association North Carolina Central University Eagle Club Board of Directors/Vice President/President



Contact this candidate