Human Resources Customer Service
Resume:
Susanna Hughes
Edmond, OK ****4
**********@*****.***
SUMMARY
Human Resource Generalist with over ten years of progressive experience.
Exceptional consultant in employee relation issues, employment law,
performance management, workforce planning, organizational change
facilitation, acquisitions, compensation, safety and benefits. Team-
oriented communicator with proven ability to partner with management to
identify, develop and implement initiatives in a fast paced, challenging
environment. Ability to quickly establish and sustain professional
business relationships by building mutual trust and respect. Champion of
quality and customer service.
PROFESSIONAL EXPERIENCE
ADP TotalSource, Inc. - Dallas, Texas
6/01 - 11/03
Senior Human Resources Account Manager, Client Services
Responsible for creating and growing the southern region Client Services
satellite office. Consulted and conducted HR needs analysis for clients to
proactively develop a human resource service plan. Implemented, monitored
and modified HR service plan to ensure successful impact on productivity,
efficiency and effectiveness of business strategy. Services provided
included employee relations, compensation, reward and recognition,
recruiting and selection, championing change to policy/procedure where
necessary, performance appraisal systems, DOL/EEO investigations, policy
development, open enrollment, and training and development.
. Worked independently and as the key support for executives and
departmental leaders to ensure HR initiatives aligned with business
goals.
. Recommended and implemented HR processes, policies and standards in
alignment with legislation requirements and complimentary of culture and
business needs.
. Recommended and implemented HR processes to ensure clients could attract,
motivate, develop and retain great talent through effective resourcing,
training and development, performance management and reward strategies.
. Independently investigated and resolved employee issues/allegations
of discrimination.
. Received division employee of the quarter award.
. Consistently rated "Excellent/Above Average" by clients during
annual survey.
SUSANNA HUGHES
Page Two
Electronic Data Systems, Inc. - Plano, Texas
1/99 - 5/01
Human Resources Manager (7/00 - 5/01)
Employee Relations Specialist (1/99 - 7/00)
Strategic business partner responsible for design and implementation of HR
strategies and their alignment with business objectives. Provided HR
support to the strategic business unit practice leader and service line
leaders. Assisted the 800-employee service line in balancing need for
change and innovation with need for efficiency and increased productivity.
Balanced practice's interest and corporation's interest by developing
collaborative solutions.
. Project lead for successful redeployment of 300 employees thereby more
effectively aligning employees with revenue generating needs.
. Developed performance objectives aligned with business unit's metrics for
service line leadership to utilize during performance management process.
. Conducted thorough investigations and responded to allegations of
harassment, discrimination, violations of company policy, and attorney
demand letters.
. Partnered with management to review and interpret employee satisfaction
data, communicate results and develop an action plan to address key
areas.
. Built a more productive and legal work environment through coaching and
training of leadership.
. Disseminated, interpreted and monitored labor-related laws and
regulations to ensure corporate compliance.
HSC Hospitality, Inc - Addison, Texas
7/94 - 4/99
Human Resources Director (7/94 - 1/99)
Human Resources Consultant (1/99 - 4/99)
Responsible for strategic design, delivery and administration of all Human
Resources functions for 800 employees throughout 7 states.
. Successfully transitioned all HR functions during acquisition of 4 new
properties within 30 days each.
. Designed and implemented a compensation plan, company policy and
procedure manual and employee
handbook.
. Successfully managed the Payroll Department.
. Reduced use of outside council by conducting thorough investigations and
responding to allegations of harassment, discrimination, violations of
company policy, attorney demand letters, and charges of discrimination
reducing HR related expenses by 40 percent.
. Partnered with leadership to develop both business and HR strategies.
. Trained leadership and employees on a variety of HR related topics such
as performance management, harassment, unfair treatment, current
legislative and regulatory issues and discrimination.
. Redesigned workforce management procedures reducing hiring and
assimilation time by 50 percent.
. Negotiated a more extensive benefit package while reducing overall cost
by 30 percent.
. Effectively administered self-funded health/welfare benefit and 401k plan
reducing corporate expenses by 40 percent.
. Increased safety awareness to reduce overall workplace injuries by 40
percent.
SUSANNA HUGHES
Page Three
Continental Insurance Company, Inc. - Dallas, Texas
6/90 - 7/94
Human Resources Representative
Designed, delivered and administrated HR programs, policies and procedures
to ensure compliance with applicable state and federal authorities and
corporate standards for 1000 employee workforce.
. Successfully managed organizational change by staffing a new division of
175 employees within a two-month period.
. Implemented creative recruiting methods thereby increasing qualified
applicant pool by 30 percent in one year, while increasing candidate
pipeline.
. Provided consulting expertise to leadership through coaching, mentoring
and training on various HR related issues.
. Partnered with leadership to successfully align HR programs with business
strategies.
. Developed and delivered wellness, benefit and quality of work life
initiatives.
EDUCATION
The Ohio State University, Columbus, Ohio
Bachelor of Science in Business Administration
University of Dallas, Irving, Texas
MBA Certificate in Human Resources
PROFESSIONAL DEVELOPMENT/ASSOCIATIONS
Senior Professional in Human Resources, SPHR 6/00
Society of Human Resource Management Association
Edmond Women's Club, VP of Fundraising, 5/2011 - current
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