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Manager Human Resources

Norman, Oklahoma, United States
August 31, 2018

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Susan Wilson – PHR, SHRM-CP

Norman, OK e-mail:


Professional Summary

Strategic Human Resources Professional, 20+ years of progressive HR experience with a Fortune 500 company, Government Contracting, and several start-up companies. Highly organized, analytical, and innovative thinker with a history of developing effective talent strategies to increase profitable business growth. A demonstrated leader who listens to the needs of the business, analyzes information, and provides recommendations to develop and execute on strategic HR initiatives and programs. Successfully, develops relationships at all levels to drive the business forward. Experienced in building and maintaining HR departments from the ground up.

Key Skills & Competencies

Leadership/Employee Coaching & Development Design & Implement Strategic Business Plans

Collaboration Global Performance &Talent Management

Attract / Train / Retain Key Talent On-boarding & New Hire Assimilation

Organizational Design & Development Cultural & Change Management

Project Leader

Professional Experience

Havertys Furniture Companies, Atlanta GA October 2016 – August 2018

VP, Human Resources: March 20010- June 2016

Project Manager for high profile multimillion dollar project in partnership with IT to design and implementation 5 Success Factors modules, to launch in 12 months, while simultaneously managing the Corporate HR department. Designed and led the UAT (User Acceptance Testing) for each module prior to finalizing in design and launch. Guide 4 HR Regional Assistants supporting 120 Store locations in 16 states and a oversee a team of 7 HR teams in 4 large Distribution Centers in 4 different states.

Transitioned an entirely paper driven environment to automations / paperless with the implementation of the Success Factors modules: Employee Central (Employee Database), Recruiting, On-Boarding, LMS, and Performance Management / Performance Goals. This system became the “system of record”.

Designed each SuccessFactors module.

Created training for each module and rolled out to 3600 Employees in multiple states, time zones and 24/7 environments which included: Sales, Distribution, Delivery and Corporate

Quickly learn the business (Retail, Sales and Corporate process and procedures) to design how those processes would work or design new ones within each Success Factor module.

Assurant Solutions (BPO), Atlanta GA February 2005 – June 2016

VP, Human Resources: March 20010- June 2016

Director, Human Resources: March 2006 – March 2010

Sr. Manager, Human Resources: Feb 2005 – March 2006

Thought leader and trusted advisor to CIO, CFO, CDO, CRO, and their leadership team on business strategy. Aligned global talent to increase effectiveness to achieve organizational goals and objectives with measurable and reportable results. Partnered with Sales Leader to build a solid performing Sales and Marketing team with clear measures.

Motivated and directed the development of HR teams, resulting in stronger business and financial acumen to add greater value to their business partners.

Generated a reduction of call center turnover by 37% by utilizing Predicative Talent Data Analytics and back to basic leadership / environment training. This also resulted in an increase of employee engagement.

Led recruiting team to successfully recruit and hire in high volume to meet the needs of the business.

Designed and Implemented Strategic Workforce Planning (looking at business plan, identify gaps in skills and plan to fill), resulting in successfully transition of talent from 21 IT platforms into one global platform. Including shifting to an Agile work environment.

Conceptualized and implemented Change Management for various large-scale projects, resulting in employees more informed and equipped to process the change happening to and/or around them.

Collaborated and designed the rebranding of the Global Finance team, which resulted in a higher performing Finance professional who became a stronger business partners for the rest of the business.

Directed strategy sessions to align Functional Teams (Actuarial, Finance, IT, etc..) and LoB’s (lines of business) to identify short and long-term plans to meet corporate goals.

Coined a “Resources Allocation” process that resulted in optimal leverage of human capital by moving talent to higher value projects and created development opportunities.

Successfully integrated three companies into the Assurant Solutions culture due to M&A’s.

Co-designed and led a program called “Connect the Dots”, resulting in teams having a better understanding of how their roles connect to the overall corporate strategy. This was validated through increased engagement and surveys.

Sustained track record of building and driving successful Talent Management Strategies (Talent Reviews, Succession Planning, Development, Coaching, Performance Management, Intern Programs, and Sales Incentive Plans) to support the objectives of the business, optimal for both participants and management.

Successfully avoided unions on key occasions by education and leadership training, as well as, partnering with the employees to create an environment they appreciated.

Designed and led a global Intern program, to enhance the corporate brand and partnership with Universities. ROI analysis encouraged senior leaders to sponsor and invest in the program.

Previous Professional Experience

Advised leadership, management, and Franchisee owners on practical application of employment law, HR policies, HR best practices, workforce planning (Recruiting/ Staffing/Succession), on-boarding, dispute resolution, compensation, and benefits. Partnered with leadership team to establish a Talent Management plan to meet short and long-term business goals within Call Center, retail, fulfillment, light manufacturing, and fast-paced environments. Experienced in high volume recruiting. Multi-state experience.


Created all aspects of an HR department from ground up for four (4) of the seven (7) companies listed below.

Created and logged AAP and EEO-1 reports to ensure compliance with EEO and OFCCP.

Conducted RFP, selected and implemented WFP tool, resulted in ability to properly staff a call center from 8 seats to 350 seats.

Designed new hire training for call center associates, set up and managed training department.

Created and put into action new polices/ procedures (SOP), performance management, recruitment tracking, employee handbook, and management “tool kit”.

Planned and executed staffing forecast to recruit and retain top performers.

Slashed turnover by 16% by implementing basic management training, this resulted is greater customer service.

Worked with all levels of the organization to foster a culture of learning and development, improved critical leadership capabilities, bench strength growth, and delivered simple relevant learning and development solutions that improved organizational effectiveness.

Directed payroll activities such as, garnishments, bonuses, bi-weekly payroll, and special pay requests.

Created, implemented, and coached employee performance management and compensation programs, including annual performance reviews, salary planning, and incentive compensation.

FastBucks (Retail) – Dallas, TX April 2003 – February 2005

Director, Human Resources

Created HR department from the ground up. Multi-state responsibilities in retail environment. True Generalist and leadership role, responsible for all aspects of HR. Designed and implemented leadership and employee training. New hire orientation and implementation of procedures, processes, practices and policies. Transitioned payroll system from one vendor to another. Transitioned benefit package from one vendor to another while adding new supplemental benefits. Created sales incentive plans.

The Home Depot (Retail) - The Colony, TX January 2002 – April 2003

Human Resources Manager

Improved employee performance through implementation of training programs. Drove effective performance appraisal process to accomplish strategic initiatives and built a culture of coaching and feedback between employee and manager. Planned and executed staffing forecast to maintain proper staffing to provide optimal customer service.

WT Chen & Company (Government IT Contracting) – Marlborough, MA August 2000 – June 2001

Sr. Human Resources Manager

Conducted salary analysis to ensure a competitive compensation plan for IT team. Researched and implemented various recruiting techniques for best placement and cost effectiveness to hire during a 2% UE rate. (Call Center & Light Manufacturing) – Lyndhurst, NJ February 2000 – August 2000

Director, Human Resources

Designed, led, and promoted HR initiatives and programs aligned to organizational goals and values. Created all aspects of new HR department from the ground up. Staffed new call center and light manufacturing. Facilitated new hire orientation, on-boarding and designed performance plans.

Lifeline Systems (Call Center & Light Manufacturing) – Framingham, MA March 1999 – January 2000

Sr. Human Resources Manager

Reduced unapproved leave by 52% by streamlining FMLA/LOA/SNLA/STD/LTD processes and educating leaders on legal guidelines. Designed, implemented, and trained managers on effective interviewing skills to find the right talent for right roles at right time. Partnered with line management to understand their hiring needs. Pro-actively coached and developed employees and leaders which resulted in a better understanding of performance expectations.

AdvoCare (Call Center, Sales, & Fulfillment)– Plano, TX August 1997 – January 1999

Director, Human Resources

Created and implemented effective training and development programs to promote employee growth and succession planning. Designed and implemented OSHA training, including forklift training to ensure compliance. Created, implemented, and led all aspects of a new HR department.

Athletic Supply of Dallas – The Official NFL Catalog (Call Center & Fulfillment) – Dallas, TX November 1993 – August 1997

Director, Human Resources

Created, implemented, and led all aspects of a new HR department. Designed and managed process to attract and retain top talent. Managed the recruitment process including discussing staffing needs with line managers, sourcing, screening, interviewing applicants, and extending offers of employment. Ensured consistency of policy application, equitable treatment of people, and safe working environment standards in compliance with all state and local requirements. Stepped in to manage 24/7/365 – 325 seat call center during peak season in the absence of Call Center Director, while still performing my HR leadership responsibilities. Created and managed training department and designed and managed Workforce Planning department. Collaborated with senior leaders on HR principles, methods, and technology.


University of WI – BBA – Focus in Management & HR: Anticipated commencement date May 2019

Center for Creative Leadership – 5-day training in Greensboro, NC

UGA – Terry College of Business – Advanced Business Leadership Certificate

Tony Robbins – Unleash The Power Within

American Institute for Paralegal Studies – Paralegal Degree

Professional Certifications / Awards



Assurant Solutions – CEO Equity Awards 2014

Assurant Solutions – TOP NOTCH 2011

Assurant Solutions – NGL (Next Generation Leadership) Program 2010

Home Depot – Annual Award for ZERO “ALERT LINE” calls to corporate 2003

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