Human Resources Customer Service
Resume:
KATHLEEN MCMASTER
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KATHLEEN MCMASTER
** ****** **** **., ******** Jct., NY 12533 845-***-****
*************@*****.***
Summary
Human Resources Professional who promotes a team oriented and open door environment
that is conducive to a successful staff. Offering 5 years of experience and knowledge in
training, orientation and retention.
Highlights
Staffing and recruiting professional Hiring and retention
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Performance management Training and development
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Personnel records maintenance Employee relations
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Human resources audits New hire orientation
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HR policies and procedures Exceptional interpersonal skills
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Innovative
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Interviewing expertise
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Accomplishments
Supervisor of the Quarter – Q4 2013
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“Outstanding” 5/5 Annual Review 2014
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Reduced employee turnover by 34%
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Revamped the orientation process for all new hires
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Top Ten Stores in the Division
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Regional Reward for Loss Prevention Excellence
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EDUCATION
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University at Albany 2008
BA – Global Politics
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Vice President, Amnesty International
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Pace University 2016
MBA – Human Resources Management
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EXPERIENCE
Human Resources Department Supervisor 09/2013 – current
Maintains Applicant Tracking Software (Taleo) and Workday Communications. Run
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queries and reports through ADP and leverage payroll using Workforce Scheduling.
Recruited and interviewed 400 applicants per 3 months.
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Increased the employee base by 391% to meet changing staffing needs.
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Assesses employee performance and administers disciplinary actions, including
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termination.
Manages 133 personnel files according to policy and federal and state law
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and regulations.
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Conducts exit interviews to determine training strengths and opportunities.
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Implements strategies to increase employee satisfaction through confidential
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surveys and Team Member Engagement Survey.
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Implemented an innovative employee retention program, which resulted in a 34% decrease
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in staff turnover.
Managing Director 04/2011– 10/2012
Ensure profit goals are met and exceeded by hiring, training, and managing the
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performance of the retail store staff to Company standards of sales, customer service,
merchandising, and operations.
Loss Prevention Audit average: 96%
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Recruited team and opened new store in May, 2012
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Visual Division Merchandising Manager for Northeast
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Inventory Results Spring 2012: (.25%)
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Recognized as “Division leader in client work” during last performance review (March
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2012)
96% average Secret Shop score
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Awarded with 4 Metric Achievement Awards
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Store Manager 02/2010 – 04/2011
Responsible for overall performance of the store: generating maximum sales potential,
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recruiting and developing staff, maintaining the store’s appearance, controlling expenses
and limiting shortages.
“Surprise” Audit: 100%
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12% conversion increase
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4% sales increase; first and last year the store reached higher million dollar volume
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4% increase in units sold
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64% decrease in loss
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Assistant Team Leader 08/2008 – 07/2009
2/11/2014
Support Store Team Leader in maintaining regular store operations
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Maximize sales volume
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Train and develop all onboarding store associates
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Manage time and prioritize tasks for team of 15
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Present merchandise that is consistent with division philosophy and direction
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Execute and follow up on all operational policies and procedures
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Guest Services Representative 05/2007 – 06/2008
Support Property Manager in regular front desk functions
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Delegate housekeeping and maintenance issues
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Organize, confirm, process, and conduct all guest check ins/check outs, room reservations,
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requests, changes, and cancellations.
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Additional Information
Facilitator, networking organization
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New York State Referee of the Year
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Patricia Louise Masotto and Brenda Driscoll Scholarship
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