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Customer Service Human Resources

Oakland, TN
March 18, 2019

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Gwendolyn C. Hearns


Transforming Cultures, Building Corporate Infrastructure and Engaging Employees Proactively

Senior Human Resources Business Partner, who has shaped high performing cultures at Fortune 500 and major growth brands with progressive technical resources, prolific communications and robust development programs that results in double digit growth. Employs current human capital practices that attract and retain entry level - high potential talent. Develops executable strategy that motivates teams individually and financially to exceed the corporate objectives through various economic cycles


HILTON, INC Memphis, TN 2016 – Present

Human Resources Benefits Analyst

Monitors eligibility, limitations, and restrictions of plan participation and ensures compliance with both plan provisions and government requirements.

Responds to questions, issues involving al benefits programs

Oversee processing QMSCO responses / Conduct Benefits orientation /Workflow processing

Compiles, analyzes and reports benefit data including employee, benefit plan and financial for Benefit's strategic planning and evaluation, best practices and benchmark surveys.

RANDSTAD STAFFING Memphis, TN (Contractor) 2015 - 2016

HR Staffing Consultant

Planned and implemented strategic objectives, including full cycle recruiting using applicant tracking system

Gained new accounts for Randstad to achieve new accounts averaging 13% growth

Result oriented in business, sales and customer service and client services (Awarded for overall Client Satisfaction)

Led and directing the newly selected employees to understand the working environment and culture, with the required flexibility

JESSIE B’S WORLD FAMOUS RESTAURANT AND FOOD PRODUCTS Petal, Oak Grove and Hattiesburg, MS 2011- 2015

Senior Human Resources Business Partner (3 locations)

Served as the HR Business Partner

Guided leaders and associates through performance, change management and organizational design initiatives

Identified and diagnosed problems to drive solutions and alignment with culture, values and business needs

Collaborated with leaders to acquire and develop top talent from within the organization

Implemented and assessed the needs of associate training and development based on business strategy in order to help close gaps between current and future skill sets

Reduced costs per year by collaborating closely with legal department to create an in-house total comp statement including implications for taxes and social security; produced a better-quality analysis at lower costs

Responsible for payroll, benefits administration


Senior Regional Human Resources Manager Level II

Served as key member of Leadership team & HR leader to corporate headquarters with dual reporting to Pres. & HR-VP

Quickly establish rapport with employees; balance client-relationship needs with organizational goals, cost controls, and compliance requirements to create a positive work environment.

Implemented corporate values identified by President and senior leadership that transformed a passive workforce into performance based workforce that produced more revenues for the organization and more income for themselves

Co - facilitated annual succession planning and organization review sessions with the management team

Advised on change management initiatives and initiated a 360 – feedback session for senior leadership and field team mates

SERVICEMASTER MERRY MAIDS (Promoted) Memphis, TN 2008 - 2009

HR Manager Level I

Member of executive management strategic planning team

Guided and advised branch managers on budget preparation and approvals

HR point of contact for field Operations and Fleet Maintenance needs offering guidance to over 500 + service centers managers and employees

Oversaw routine and complex investigations

KM LOGISTICS Memphis, TN 2004 - 2008

Organizational Training Director

Eliminated company liability to lawsuits by creating policies and culture resulting in fair and lawful work environment adhering to state and local employment law, saving company multiple legal action and expenses

Designed, planned and executed the ISO process using flow charts

Developed employee training program and materials resulting in increased customer service and sales growth of 8% annually

Created employee performance based evaluations and materials for all positions, conducted exit interviews

Introduced Organizational Survey and 360o Assessment processes. Lead organizational development initiatives resulting from survey to improve employee satisfaction by 7%.

Developed and implemented a safety system to exceed OSHA requirements, minimize recordable, control costs, and reward employees


B.S in Health and Human Science (Education) - University of Southern MS, Hattiesburg MS

MA Business Management (to be completed) Online studies


Application Tracking Systems (ATS), Microsoft Office - Word, Excel, Power Point, Access, Outlook, Internet Explorer, Workforce, Workday, Timekeeping, SAP, Time Guard, ICIMS/Recruiter, Forecast, PeopleSoft, Kronos, Lotus Notes,Taleo, Oracle, HRIS, Workflow .

Strategic Human Resources Planning

High Performance Talent Acquisition

Training and Development & Facilitation

Change Management & Reengineering

Succession Planning & Development

Performance Compensation Programs

Merger & Acquisition Restructuring

Full Cycle Recruiting

Employee Relations, Diversity & Inclusion

Benefits Analyst

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