Manager Customer Service

Shellie A Sullivan

*** * ********* ** ? Bexley, Ohio 43209 ? 614-***-****

SUMMARY OF QUALIFICATIONS

A dynamic, results-oriented Human Resources Professional with over 15 years

of demonstrated ability to accomplish objectives. Proven capacity to

effectively manage difficult associate relations issues; design and develop

meaningful programs; lead by example; adapt easily; and multi-task.

Consistent upward growth, increased responsibility, and proven

effectiveness in providing Human Resource solutions at multiple sites

country wide. A take-charge leader with integrity, a sense of urgency, and

a positive and results oriented approach. Dedicated to integrity, quality

and continuous learning.

EXPERIENCE

Fifth Third Bank, Columbus OH

AVP, Employee Relations, 9/11-Present

Responsibilities:

Provides Employee Relations (ER) advice and policy interpretation to

managers and employees and is responsible for overall ER case management

within the Central Ohio Affiliate; Support all lines of business:

Commercial, Business Banking, Central Ohio Retail, Investment, and

Mortgage; Counsels managers on individual performance issues and conducts

investigations as needed; May serve as a lead for other Employee Relations

Consultants (ERCs). In addition may be subject matter expert and/or Bancorp

Line of Business ER Partner.

Selected Accomplishments:

> Coach and counsel management to effectively approach employee

relations issues to minimize risk to the bank. Provide pro-active

solutions.

> Participate in monthly Talent Review and Employee Engagement

discussions with LOB to assist in development and retention

strategies.

> Facilitate group and individual training sessions to develop

understanding of various employment laws and HR internal policies and

procedures for staff and executives.

> Served as an interim ER Business Partner for Mortgage in the North

Carolina affiliate for 7 months, while maintaining current Employee

Relations role.

> Collaborate/consult with managers on low performers and termination

decisions; involve the Business Partner, as needed.

> Conducted three company - wide cost saving initiatives, which required

reduction in force as well as displacement of employees; production of

severance agreements; partnership with Corporate Legal Dept.

Glimcher Realty Trust, Columbus, OH

Human Resources/Associate Engagement Manager, 09/10- 08/11

Responsibilities:

Responsible for developing, implementing and coordinating programs covering

associate relations, training and development, as well as talent management

for both Corporate and Field associates. Serves as a "business partner"

and overall customer service to management team on associate relations and

morale issues with the primary focus toward corporate department leaders

and managers. Monitors the leave of absence administration (FMLA,STD,LTD

and unpaid leaves), with assistance from the benefits department.

Selected Accomplishments:

> Manage and develop Associates within the HR Dept.

> Mentor/assist Field HR Manager in investigating/resolving high

liability associate relation issues.

> Support 3 High Profile Malls (AZ, OR, OH) as well as 140 corporate

associates with all daily HR needs.

> Travel to mall locations to review/resolve associate issues and

concerns; assist in ethics investigations that could result in high

liability to the company.

> Manage performance review process for Corporate and Field associates

to ensure compliance with timelines and deadlines.

> Provide updates to Associate Guide for both Field and Corporate

associates to create a streamlined process. Developed and conducted

training for both Field and Corporate Leaders via Webex regarding

updates.

> Project Lead for annual Conference for the field, which included

creating and conducting a training session with Field Leadership team.

> Identify training opportunities for both Corporate and the Field, as

well as manage creation and execution of the training.

Limited Brands, Victoria's Secret Stores, Columbus, OH.

SR Field Human Resource Generalist, 8/06 - 09/10

Responsibilities:

Accountable for 6 different Regions throughout both the East and West

Coast, for all daily HR needs; each Region has 6-7 Districts who are

responsible for 10-12 stores within their District. Handles both Store

Associate inbound calls, as well as calls directly from the field

leadership team; stores range from 1.5 million to 15 million in volume.

Ensures that daily Employee Relations Issues are handled and resolved in a

timely manner. Strong interaction with field leadership, involving select

travel to stores and field meetings, in addition to facilitating HR focused

training on both East and West Coasts. Demonstrates the ability to

recommend corrective action up to and including termination, while ensuring

compliance with all state and federal employment laws.

Selected Accomplishments:

> Conduct breakout sessions at the quarterly National Stores Brand

Conferences.

> Point Person on Positive Associate Relations/Union Avoidance Task

force.

> Functional Owner of work stream on the change initiatives within the

stores.

> Responsible for assisting over 100 District Managers with a variety

of HR issues, including recruitment strategies, on-boarding,

associate relations, performance management, succession planning,

change management, and retention.

> Supported company wide change initiative for over 4,200 field

associates

> Assisted in the development of the Talent Management Module for the

field leaders.

> Closed over 169 Employee Relations Issues in a 10 month period

> Oct-Nov resolved 66 Ethics Issues for West Coast and 59 issues for

East Coast while assisting in onboarding of an additional Generalist.

> HR Scorecard shows a 13% reduction of ethic calls from 2007-2008

> Worked directly with Legal Team regarding pending litigations;

attended mediations, where we were able to bring payout down

immensely.

> Point Person for CA Meal/Rest Compliance initiative.

> Responsible for talent development around succession planning for 2

Regions.

New Century Mortgage, Columbus, OH

SR Human Resource Generalist, 4/04-3/06

Responsibilities:

Served as a strategic business partner to Wholesale and Retail Lenders

totaling over 800 employees. Provided coaching on the management of

performance issues; responsible for ensuring performance reviews and

bonuses were done accurately and in a timely manner. Ensured compliance

with local and national employment laws and practices; conducted annual

sexual harassment training for all employees either in person or through

Webex.

Selected Accomplishments:

> Supported large multi-state/multi-location client groups for daily HR

needs; handled 2 separate regions along the East Coast, which totaled

15 states, with 1-3 offices in each state.

> Handled the investigation of Employee Relation issues to ensure proper

resolution; required traveling to different states with limited

notice.

MediaNews Group, Inc., Denver, CO

Human Resource Manager, 9/02-3/04

Moguls Ski and Snowboard Tours, Inc., Boulder, CO

Human Resource Manager, 8/00-8/02

EDUCATION

College Of Wooster, Wooster, OH

BA Degree, May 1991

Sociology Major with an emphasis in Social Development

COMPUTER SKILLS

Proficient in all of Microsoft Office suite, Internet, E-Time, PC

Timesheet, PeopleSoft, Paycor and ADP

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