Customer Service Human Resources

Victoria Laney

*** ******** **. * Ocoee FL ***** *407-***-****

******@***.***

HUMAN RESOURCES/ORGANIZATIONAL BEHAVIOR

SUMMARY:

Experienced professional with Masters Degree in Organizational Behavior

wants to create a "wow" experience and consistently exceed expectations.

Well rounded HR professional with experience in the following disciplines:

Employee recruitment and retention

Orientation and on-boarding

Applicant screening

Training and development

Performance management

HR policies and procedures

Employment law

Administration of compensation programs

Coaching and employee relations

Benefits administration

Safety /OSHA

EXPERIENCE:

Independent Contractor: Contract work including competitive analysis,

organizational development, regulatory compliance, employee communication,

safety wellness and health. Needs assessment, training, policy development

and implementation, writing, 2010 - present

Admissions Advisor, Kaplan University: Rated number one of 300 advisors for

being outstanding by every measure and exceeding expectations. Facilitated

performance improvement, productivity, team building and employee

engagement initiatives. Chosen to mentor new hires. 2009 - 2010.

Florida Representative, Brigham Young University Independent Study: Worked

with employers to develop training programs using cost-effective on-line

courses. Met with school districts. Wrote and presented sessions at

academic conferences. Staffed education fairs. Enrollments doubled and

continued to increase every month. 2004 - 2009

Consulting: Policy development, training and team building for technology

start-ups. Attended academic and professional conferences, including

Training and SHRM, and published news articles. Prepared employee manuals

for new start-ups. Most important responsibility was caring for Mother (no

longer needed) 1993 - 2004.

IBM Educational Systems: Manager of a cross-functional team to design,

develop, test and deliver 87 educational software and hardware products on

time and under budget. Researched and rote product requirements to

showcase the best instructional design. Evaluated statistics and results

from beta testing. Worked with manufacturing and procurement to reduce

costs. Managed marketing, including packaging, literature, point-of-sale-

displays, and promotions. Designed sales incentives and contests for

employees. Produced and managed exhibits for academic and trade shows.

Spoke at keynotes and training sessions. Products were for special-needs,

including English as a second language. Planned product life-cycles and

expansion of markets into other languages and cultures. Atlanta, GA 1986

- 1993

IBM Training: Developed and taught sales and customer service training for

IBM, including qualifying prospects, overcoming objections, closing, and

follow-up. Also taught features and benefits of product line and how to

integrate new technology into the workplace. Facilitated team building,

conflict resolution, needs assessment. Designed sales incentives.

Received highest ratings of all trainers. Boca Raton, Florida 1982 -1985

IBM Human Resources: Managed high volume staffing at a plant/laboratory

location. Recruited engineering, computer science, and business majors at

key universities. Achieved the highest acceptance rate of any

plant/laboratory. Coached managers and supervisors in the administration

and interpretation of HR policies and practices. Investigated employee

concerns and suggestions. Developed and taught retirement planning and

benefits seminars. Advised managers about employee relations. Worked with

the medical department to accommodate injured and disabled employees.

Designed and administered employee wellness programs. Boca Raton, Florida,

1979 - 1982

IBM Personnel Analyst: Recruited employees, wrote internal job

descriptions, developed employee relations plan, audited performance

appraisals for compliance with equal opportunity laws, analyzed survey data

and other statistics to make recommendations for program improvements,

benefits administration, labor relations, and compensation. Armonk, New

York, 1977 - 1979

Education:

M.A. BYU Marriott School of Management, Organizational Behavior (MBA) 1977

B.A. Brigham Young University, English, 1975

14 Credits toward DBA, Nova Southeastern University 1983

Certified Professional Development Trainer

Proficient with Microsoft Word and Outlook, and have used Excel for reports

and Powerpoint for presentations. Have used CRM software like Leads 360

and proprietary data bases.

Travel:

Experienced business traveler with a current passport, available as needed.

Lived in Europe, and spent time guest lecturing at universities in China.

Volunteer Experience:

Employment Director, Ocoee Ward (current)

Citizen's Advisory Council to the Ocoee Police Department, 2003 to present

(Vice Chair)

Ocoee Ordinance Violations Hearing Board, 2008 to present (Vice Chair)

Orange County Citizens Emergency Response Team, 2006 to present

Public Affairs Director, Orange County Week of the Family, 2006 to present

President, Greater Orlando Funeral Consumer's Alliance, 2003 to April 2009

Past-President, Marriott School of Management Alumni Board of Directors

Past Officer, BYU Alumni Association Board of Directors

Past-President, National Laney organization, and currently on Board of

Directors

City of Ocoee Districting Commission 2011 (Vice Chair)

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