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Customer Service Employee Relations

Cleveland, Ohio, 44121, United States
May 31, 2018

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M Y L E S P E T T U S,

S H R M – S C P

**** ********** ****. ********* *******, Ohio 44121 216-***-**** email:


Creative, team oriented, and results focused individual with solid interpersonal and communication skills (bi-lingual/Spanish) seeks to invest education, skills, experience and enthusiasm by contributing to a company’s organizational goals and objectives. I possess great communication skills, oral and written, which are complimented by my strong interpersonal skills. I am comfortable with information technology; and I adapt well to all situations. I am a quick thinker who is prepared to make decisions. My team skills are solid and I have initiative as well as being self-motivated. Moreover, my educational background well prepares me to enter an organization and to make a difference in achieving company goals while interacting with diverse groups in a meaningful way.


Training skills

Planning skills

Problem solving

Customer service driven

Public Speaking & Performance

Interpersonal skills Communication skills

Analytical skills

Team focused

Results oriented



Presentation skills

Management skills


2010 Bachelor of Arts & Sciences Major: Psychology Ohio University, Athens Ohio

2005 Trinity High School, Garfield Heights, Ohio Graduated: College Preparatory

2016 (SHRM-SCP) Society for Human Resource Management - Senior Certified Professional


2014 Selected as a member of Kaleidoscopes Magazine 40-40 Club recognizing 40 African Americans ages 40 and under who are making significant contributions in the Greater Cleveland area and in their organizations.

2014 Recognized & quoted in Kaleidoscope Magazine.


2016 - Present Masco Co.

Middlefield, OH

Advisor, Human Resources. I advise a Plant of 800+ employees and management on human resources activities and programs for assigned plant in compliance with established policies, procedures, laws and regulations. Monitors human resources environment, issues and problems throughout region and address potential and actual issues as necessary to maintain a positive work environment that is supportive to management and employees (Multi-Site).

Monitor workplace to identify trends related to employee issues, opportunities etc..

Conduct investigations related to employee conduct following established company policy.

Conduct HR rounds to serve as an accessible resource for all employees within the plant.

Provide coaching and guidance to management on addressing employee issues.

Collaborate with our trainers and management to identify areas of improvement and innovation.

Audit processes and policies while staying current on updates to employment law.

Participate in projects to continuously improve the employment environment.

Recruitment for hourly and salaried personnel.

2015 - 2016 MetroHealth

Cleveland, OH

Training & Development Specialist. I co-collaborate with all departments (clinical & non-clinical) across the organization to create strategies on how to further develop our MetroHealth employee’s system-wide (Multi-Site).

Conduct Curriculum Design.

Managed the Lincoln West Mentoring Program

Develop and administer development programs

Own an hour slot in every new hire orientation for the purpose of training.

Coach and provide counseling to management.

Create development-training for people or departments in need.

Develop and Facilitate management training provided to new and intermediate managers to assist in their transition.

Analyze KPI’s related to programs for continued improvement.

Assist in community development by providing work opportunities for high school students.

Sit on the systems “Mentoring Steering Committee” creating, facilitating and maintain its future design.

Help manage the systems 7 ERG’s (employee resource groups) within the system.

2013 - 2015 Thompson Hine LLP

Cleveland, OH

Human Resources Generalist. Carry out and support all areas of Human Resources to ensure the functionality of the department for the entire organization (Multi-Site).

Conduct entire recruiting campaign for staff positions

Manage and supervise new hires

Coach and provide counseling employees and department supervisors/managers.

Advise on employee relations matters.

Work with HR Manager on compensation and market analysis research

Work with various surveys for compensation purposes

Employee Relations training (How to handle employee relations matters)

Reconcile all HR benefit accounts (FSA, COBRA, Medical, Dental, Vision, HSA, Voluntary Parking/Transit, Dependent care, Liberty Insurance Health, LTC, Disability & Side Fund)

Complete Schwab remittances

Place ads on various websites

Conduct candidate interviews

Create new hire orientations

Extend offers to candidates

Work with reporting systems

Complete employment verifications

Track the statistics of the firm

Research employment law to ensure our practices and policies are current

Complete Charity remittances

Manage and supervise interns coming by way of the CMBA & LLI

Create and develop work schedules for all interns coming by way of the CMBA & LLI

Work with Partners of the firm on strategy and planning for our D&II

Manage, coordinate and roll out all D&II

Attend external diversity conferences

Submit diversity survey stats

Analyze survey results

Assist with Employee Relations matters

Track annual and quarterly progress as it pertains to diverse hires

Worked closely with the Firms Partners on developing and creating our Annual Diversity Report

Track all of our D&I efforts

Coordinate and organize internal and external D&I events

Work closely with Non-Profit Organizations for sponsorship

Organize and coordinate Firm’s committee meetings

Organize New Hire Orientations

Assist with lawyer development classes and trainings

2011 - 2012 Cleveland Clinic

Beachwood, OH

Recruitment Technician (Onboarding Specialist). Supported two separate departments: Office of Physician Recruitment (OPR) and the Staffing and Recruitment Office Non-Clinical Team. All while training all of our new hires and temps employees (Multi-Site).


Pre-screened applicants and conducted interviews

Trained new-hires

Administered testing to candidates

I was one of a select few to be designated a SuperUser in terms of my access to the systems.

Worked closely with Hiring Managers/ Business Partners/ Directors for reasons such as adding and creating jobs within our system/ help navigating the various HR computer systems/Confirmation of requests of all kinds.

Processed new hires

Contacted and worked closely with new hires

Also kept track of work history for transfers and rehires (Performance Evals, Corrective Action, Pay rate, Hire date, etc…)

File not hired applicants

Ran background checks (license, education, work history)

Was given access to personal information

I played a huge role in revamping recruitment the Online Application Process for increased efficiencies

Initiated the creation of the Disposition Team (revamped the decline process)

Administered testing to candidates

Tracked employee information in the database and personnel files

Gave presentations at management team meetings regarding HR workflow process improvements

System coded and tracked employee work histories (Performance Evals, Corrective Action, Pay rate, Hire date, etc…)

Processed and filed de-selected applicants

Lawson (The new applicant tracking system). I was selected to be on the Lawson Design Team for HR recruitment and staffing, to contribute ideas that incorporate system changes enhancing department productivity.

2008 – 2011 The Lucky Dog

Athens, OH

Assistant Manager. As the part-time evening manager, I was responsible for closing the store daily, managing its’ running condition and staff while addressing the day- to-day needs of the store.

Scheduled, trained, supervised, and motivated employees

Handled employee related issues

Provided customer service daily and resolved customer service issues such as queries and complaints

Audited cashiers drawers at end-of-day closeout and verified reconcilements daily

Provided backup cashier responsibility when necessary

Reduced cashier shortages by 50% by improving register procedures

Generated the financial report daily on computer, updating the data regarding sales, profits and losses

Controlled the store security system and daily secured the store safe

Effectively managed the store’s cleaning and preparation at day’s end to facilitate daily openings

Managed inventory re-stock and inventory requests

Responsible for knowing all product inventory as well as product availability

2006 – 2008 Greater Cleveland Habitat for Humanity

Cleveland, OH 44102

I provided seasonal assistance as a part-time office assistant to the following areas:

Temporary Family Programs Office Intern. Provided customer service to partner families and clerical assistance to the Family department. My duties included:

Planned, organized, setup, and delivered mini-presentations at various college and community event fairs

Assisted in the organization and setup of community orientation meetings with community development organizations during Habitat’s open enrollment period for new homeowner applicants Assisted with computer database maintenance of partner family confidential records

Assisted with maintenance of partner family case files

Temporary Finance Office Intern. Provided temporary office assistance to support the Finance and Human Resources department during the summer. My duties included:

Assisted Human Resources with the tracking of employee information in the database, Payroll and personnel files

Entered new budget data for departments into the general ledger accounting system

Analyzed department budgets for variances and discrepancies

Entered new job cost house budgets into the automated accounting system

Researched discrepancies for account resolution

Provided filing and related clerical office duties

2003- 2006 Professional Catering Services

Cleveland, OH

Waiter. I provided part-time catering support during summer vacations and holiday breaks.

Waited tables

Delivered quality customer service to clients

Assisted in special event set-up and clean-up for small dinner parties to large events up to 1,000 people


CLEVELAND CLINIC – St. Peter Chanel High School (June 2011-Aug 2011)

Volunteer. Observed patients dealing with sports related injuries, which affects their performance mentally and may affect their lives outside of sports.

Observation of Sports Medicine Staff- to see how athletes think and react through success, failure, and rehabilitation from injury.

Gained valuable knowledge processing how sports psychology relates to more than just the game. I had the opportunity to discuss sports related issues with the teenagers under the direct supervision of the sports medicine staff.

Observed how teenagers approached preparation for a game, where I processed how the home environment, family relationships, friends, and school played a critical role in the outcome of their performance.


LINKS mentor. A peer-mentoring program for first year students of color designed to aid in successful academic and social transition at Ohio University and the surrounding community (2008-2010).

Provided public speaking venues on campus

Provided informed feedback to small diverse groups and acted as a student mentor and resource for transitioning students about the college experience

Participated on committees preparing student events on campus


Office Volunteer. Greater Cleveland Habitat for Humanity in the summers during high school (2003-2005).

Prepared homeowner enrollment application packets for orientation sessions

Input data entry – financial budget information into the automated accounting system



Spanish as a second language

Systems: Windows XP, Mac OSX, Workday, Lawson, SharePoint, Metastorm, Kronos, Kenexa, Red Carpet to name a few.

Software: Microsoft Office Suite Professional, Excel, Word, Power Point, Outlook, Exchange, Adobe

Acted in short movies and videos for Ohio University’s Production department

REFERENCES Available upon request

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