Carol MacWhirter

**** *********** **** • erie, pennsylvania • 16508

CELL 814-***-**** • E-MAIL ac5lpi@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

I am a seasoned professional with experience in Human Resources Services and Operations Management. I have experience in recruiting, hiring and developing job descriptions. I am passionate about team building and understand the value of building partnerships. I specialize in identifying individuals with potential and developing their skills through mentoring and promoting accountability. I have worked with company leadership to create a vision and with staff to work toward achieving the vision. I have been through and seen change and am especially adept at managing and coaching others through change.

HUMAN RESOURCES/COMPLIANCE

Recruited and took the lead in hiring 300 positions for start-up Returns Center. This included entry level as well as support staff such as supervisors, clerical and office personnel.

Developed behavioral based interviews and a ranking system to identify the best candidates, in compliance with EEOC.

Identified Core Competencies, wrote and revised job descriptions, recruited and hired for newly created exempt level positions including a Compliance Manager, Shipping Manager, Distribution Center Analyst, all Production Managers and Assistant Managers. Worked with Compensation Director to ensure internal equity in ranking of salary grades.

As a member of the Personnel Committee team, actively developed and revised company policies.

Developed evaluation criteria for coaching and annual reviews.

Helped draft and deliver communications for reduction in workforce in compliance with PA W.A.R.N. Act.

Handled and decided dozens of disciplinary situations of varying circumstances. Partnered with Company Attorney and HR Business Partner to resolve hostile work environment/sexual harassment accusations.

Partnered with Safety Manager to write “transitional duty” policy for injured and recovering workers, for use with Comp. and non-Comp. situations.

Familiar with and exercised “reasonable accommodations” criteria in compliance with A.D.A.

Represented the Company in unemployment as well as worker’s comp hearings, with a success rate in favor of the Company.

Familiar with Family and Medical Leave Act (FMLA). Managed many qualifying situations.

Successfully saw Company through 2 Medicare and 3 American Board for Certification (ABC) facility surveys of three offices. Commentary from surveyors regarding required annual report, “best I have ever seen”.

Completed all of the legwork necessary to open a third medical office in New York, including obtaining all required credentials of Medicare, ABC and NY State as well as hiring all staff. Re-opened Meadville Pa. office to full time status, including credentials and staffing.

MANAGEMENT/LEADERSHIP

Managed various sized workgroups as small as 80 in back office bank operations; check processing, ATM, Courier services and computer operations. And as large as 600 in Order Fulfillment and 300 in the Returns department. Prepared and monitored budgets of up to 12 million dollars.

Created and managed Pay For Performance incentive program for 10 key operators which increased productivity 40%. Implemented and managed a second production incentive program based on engineered standards with similar results with the returns center team. Success was based on mentoring and empowering 10 supervisors in the technique of coaching.

I and my team were asked to coach and share their methods for success with the larger staff in Fulfillment Operations. A similar situation occurred across Bank Operations, after our team’s service partner surveys came out on top.

Developed visions for three separate teams. Visions served as a nucleus for leadership to set goals and expectations in alignment with Company’s strategic plans. Developed 360 degree feedback surveys to measure my own performance and keep all involved, accountable to our shared vision.

Especially proud of success achieved with cultural acceptance and tolerance when blending people of many different cultural backgrounds.

Recognized by employers and received awards and promotions for superior levels of customer service and employee satisfaction.

Participated as a member of a 14 member “Right Thinking” team, by request of the CEO, to reorganize the Company, resulting in a promotion to Director of Fulfillment.

Consistently look for ways to reduce expenses. Reduced expenses by $1.2 million within the first 4 months, as Director. As Process Improvement Team Leader at PNC Bank, saved $160,000 by renegotiating a contract already in place, just by use of RFP. Identified and sold idle equipment recovering $246.000. Saved $7,000 annually by switching waste carrier services.

Played key roles in various major system conversions such as demand deposit accounting, warehouse management system, and patient accounting system.

PROFESSIONAL EXPERIENCE

BAY CITY ORTHOCARE, LLC 2010- FEB 2018

ADMINISTRATOR

ERIE GENERAL ELECTRIC FEDERAL CREDIT UNION 2008 –2010

PRODUCTS AND SERVICES MANAGER

ASSISTANT BRANCH MANAGER

BLAIR CORPORATION 2001 –2007

DIRECTOR OF FULFILLMENT

RETURNS MANAGER

PNC BANK, NA 1973 – 2001

AVP, PROCESS IMPROVEMENT MANAGER

AVP, SITE MANAGER, ERIE OPERATIONS

SUPERVISOR COMPUTER OPERATIONS

OPERATIONS COORDINATOR

COMPUTER OPERATOR

PROFESSIONAL TRAINING

Behavioral Based Coaching PHR Certification (exp) Total Quality Management

Behavioral Interviewing Building Effective Teams Navigating Change

Situational Leadership Leading For High Performance Accounting 1

Time Management Civil Treatment for Managers Microsoft Office

Strategic Planning Project Management

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