Manager Customer Service

Erika Sears Reilly *** Racebrook Road • Orange, CT 06477

Mobile: 203-***-**** • Email: ****************@*****.*** • LinkedIn: ERIKA SEARS REILLY @ LINKEDIN.COM

COMMUNICATIONS, HUMAN RESOURCES, ADMINISTRATION & TRAINING

An experienced global relocation, human resources and training professional who offers rich and diversified work experience and has comfort levels in both the demanding corporate and prestigious academic environments. Background includes global relocation operations, project management, large, technical project support, organizational change management, communications, customer service and extensive curriculum development and training experience. Proven track record as a collaborative team player with excellent communication and interpersonal skills. Demonstrated ability to build and maintain strong business partnerships, foster a team environment and take full accountability within a fast paced environment.

STRENGTHS / KNOWLEDGE AREAS

Global Relocation Curriculum Development Customer Service

Strategic Planning IT Implementation, Training & Support Human Resources

Strong authoring, editing & proofreading skills Change Management Relationship Building

Project Management Training & Facilitation Process Mapping

EDUCATION & OTHER

Bachelors of Arts, Psychology, Southern Connecticut State University, New Haven, CT

1-year Public Relations Internship, Hospital of St. Raphael, New Haven, CT

3-year Public Relations & Development Office Internship, Cheshire Academy, Cheshire, CT

9-year Volunteer, Play with Grace, Theater Arts for Adults with Disabilities

PROFESSIONAL EXPERIENCE

Global Mobility Consultant / MAY 2013 - Present

Lexicon Relocation, Shelton, CT

Managing a caseload of employees on domestic and international assignments, employs communication, organization, and problem-solving skills as a single point of contact. Interacts with suppliers, clients, and an assigned caseload of transferring employees.

Working with leadership to coordinate operations efforts for clients with both domestic and international components

Delivers effective counsel on all relevant benefits as required, including expense administration, home marketing, home purchase, contract review, temporary living, moving services, destination and departure services, and all related support necessary to guarantee a successful relocation. Collaborates with immigration and expatriate tax specialists on compliance with U.S. and foreign visa and tax requirements.

Provides support for the day-to-day client contact for the resolution of problems, exceptions and the dissemination of pertinent information. Acts as a liaison to client for exception approval.

Employs risk management to advise and ensure the effective implementation of processes, the identification of potential financial exposure make recommendations to minimize or eliminate impact

Calculates cost projections and composes a new or completes the standard Letter of Assignment per policy or client specifications. Produces standard, and customized management reporting to the client and participates in developing new reports per client specifications.

Responsible for data integrity of global files. Records and tracks key relocation related information relating to assignee, service provider network, into the system

Responsible for data integrity of internal and external reports, through review and revision as needed

Tasked with coaching, mentoring, and developing Operations team members

Corporate team point of contact for and resolving escalated circumstances for transactional issues with the corporate team and client; responsible for escalating issues to senior leadership as appropriate.

Working collaboratively with senior management, departmental colleagues and outside service partners to ensure client expectations of services and costs

Frequent Project Team participant working on company-wide initiatives. Leading and participating in ad hoc projects as requested by leadership team.

Participates in a monthly IT Super-User team meeting whose objective is to continually evaluate and improve the organizations processes and systems with a net result of increased company-wide productively, profits and client satisfaction. Responsible for training/communicating enhancements as needed to my regional office. Working together with regional staff and leadership, formulate solutions and facilitate needed growth and improvement to achieve project goals.

Project Manager Consultant, Self-Employed / MAY 2012 - MAY 2013

Non-Profit Strategies Group, Inc., New Haven, CT / FEB 2013 – MAY 2013. Project Manager for a short term-project to strengthen non-profits through technology enhancements, improved communications, and process improvements.

Play with Grace, LLC New Haven, CT / SEPT 2012 – FEB 2013. Worked with Director to plan and organize fundraising events for creative arts. Assisted in marketing, branding and messaging to maximize fundraising participation. Developed strategies including public relations, social media, outreach, and public speaking.

Alexion Pharmaceuticals, Inc., World Office, Cheshire, CT 5/2012 – 8/2012. Remote/Virtual Training. Planned, organized and delivered IT training programs in support of North America Operators. Linked training material and content to broader strategic objectives to position training as a value-added function. Interfaced with senior management to develop core competencies and individualized training plans as part of a broader workforce enrichment initiative.

Yale University/ MAY 1999 -MAY 2012

Organizational Change Management Specialist Consultant / JUN 2011 – MAY 2012

ITS Organizational Change Management, Yale University, New Haven, CT

Responsible for identifying stakeholders affected by a proposed technology change. Managed all tasks related to preparedness for the new technology, including communications, training and deployment support.

Utilizing strong authoring, editing and proofreading skills, routinely published staff and client facing communications.

Prepared project-specific deliverables required by the Project Management Office. Generated regular project status updates for senior leadership.

Developed skills as required and provided launch support for multiple and various new technologies. Performed platform testing of technology changes. Identified and resolved issues that degraded the client experience. Managed marketing campaigns creating posters and communications to advertise and promote new systems and processes being rolled out within the university.

Developed and facilitated high level technology presentations. Ensured that all staff received adequate training and had access to appropriate information for their respective roles.

Project Manager, Facilities Administration, Human Resources & Training/ JAN 2006 – JUN 2011

Facilities Business Office, Yale University, New Haven, CT

Worked on key initiatives paramount to the adoption of the current management by objectives program adopted by Yale. Acted as the project leader, developer, trainer, facilitator and coordinator, as required, maintaining responsibility for execution and outcome. Established and managed budgets and provided reporting as required.

Planned and managed multiple initiatives and events in the areas of Information technology, management, soft skill and technical training, human resources, compliance and other business processes.

Project leader for a 2 -year Local 35 Union staffing initiative. Managed all aspects of project, including recruitment, interview process, candidate selection, onboarding, training and all management reporting.

Responsible for management staffing initiatives across multiple departments. Included the identification and selection of candidates for interviews. Worked with union and management leadership to draft, refine and publish employee handbook for service and maintenance staff. Developed individual department-specific policy addendum guides for eight Facilities departments.

Project Manager for the Office of Facilities Safety Fair. Recruited and managed Task Force, identified event venue, logistics, vendors, refreshments, targeted participants and created all communications. Established and managed budgets and reporting.

Associate Director, Customer Service Group /JUN 2004 – JAN 2006

Facilities Operations, Yale University, New Haven, CT

Solicited, established, promoted, advertised and ensured the delivery of world class service to customer base while managing costs and metrics.

Assisted in the design, implementation and maintenance of a community web site that provided information and updates related to Facilities initiatives and departmental team contact information. Web site provided a centralized location for real time, customer access to “Facilities Web Requests”, the vehicle used to enter and track maintenance requests for the over 16.2 million square feet of university building space.

Developed and implemented routine surveys devised to measure and track the success of services being provided to the twelve Yale colleges. The survey results impacted the process, procedures and cost factor for service delivery.

Designed, edited and published an on-line Facilities newsletter as a medium to inform, counsel and promote policy and procedural changes, departmental events and initiatives and employee milestones. Resulting communication created a spike in written and verbal data reflecting customer satisfaction.

Communications Project Support Manager, Special Projects Group / DEC 2003 – JUN 2004

Facilities Operations, Yale University, New Haven, CT

Provided training, developmental, administrative and project support to a team responsible for repair and renovation projects of $5 million and under.

Assisted in the review of contacts and addendums related to outside vendor projects. Identified and standardized the solicitation, execution and reporting aspects of small project repairs and renovations.

Developed and successfully implemented standardized project procedures manual and document templates designed for staff and vendor use.

Business Analyst & Principal Trainer, Business Office/ DEC 2001 – DEC 2003

Facilities Business Office, Yale University, New Haven, CT

Developed, tested, refined, implemented and provided training for the enterprise asset management system, FAMIS (Facilities Asset Management Information Systems) used to track work orders, purchasing and accounting for 16.2 million square feet of university building space.

Performed gap analysis of legacy and beta software and constructed, tested and maintained training environment. Tracked and reported on-going software issues, managed training for software upgrades and updates. Selected and trained functional users to assist in classroom training.

Reduced departmental training budget by 70% by developing all training materials in-house and securing an on-site training facility. Developed and maintained training-related policy and procedure documentation. Designed and delivered a classroom training curriculum and schedules for a 1000+ person Facilities department including strike contingency training.

Designed, scheduled and delivered training using web-based application for faculty, student and business communities. Input, monitored and reported on the status and related accounting of building work requests.

Business Analyst & Oracle Principal Trainer, Training Operations Manager / MAY 1999 – DEC 2001

Provost Business Support Center & Organizational Development & Learning Center, Yale University, New Haven, CT

Functioned in a dual training support role with Provost’s Office Business Support Center from NOV 1999 – MAY 2000.

In my role as Principal Trainer for Oracle Financial Web Statements and Reporting for the Y2K Oracle software implementation, I helped to construct, test and maintain the training environment for Oracle financial applications.

Designed and delivered training curricula to core business staff affected across the university.

Developed and maintained training-related policy and procedure documentation. Performed high-level presentations, clinics, and workshops as needed and acted as ongoing help-desk resource. Acted as resource and liaison between developers and end-users regarding functional and technical issues.

Recruited by the Provost’s Office as the Operations Training & Communications Manager for the Office of the Provost Business Support Center to support numerous technical and financial projects requiring regular interaction with faculty, students and Yale business community in 70+ Faculty of Arts & Sciences and academic service departments as required by the University’s new financial initiatives.

In addition to on-going training support for the financial applications, I was responsible for the planning and facilitation of the monthly Administrative Team Meetings, including budget, logistics, venue, menu, and agenda. I was often the acting representative from the Business Support Center at high-level Provost’s social events throughout the year.

Operations Training Manager, Senior Consultant, CRP / MAY 1990 - APR 1999

Cartus (formerly Coldwell Banker Relocation/ HFS Mobility/Cendant Mobility), Norwalk & Danbury, CT

As the Operations Training Manager, I developed and implemented targeted training initiatives to enhance employee competencies in the areas of operations, product knowledge, and customer service.

Provided training for team building and conflict resolution. Responsibilities encompassed all areas of design, development, and delivery.

Process Improvement Task Force Leader for operations initiatives that included new hire orientation and training, transitioning employees, ITS training, quality assurance, process mapping and performance gap analysis. As a Senior Consultant, I led a 40-person process task force consisting of 6 departments. Efforts successfully resulted in the identification and streamlining of operational procedures. The elimination of non-value tasks and paperwork led to the reduction of contract costs and a 100% service rating.

Recipient of company service awards including “Preserving the Trust”, and “Best of the Best”, given for excellence, productivity, creativity, and innovation. Obtained Certified Relocation Professional designation.

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