Customer Service Human Resources

***** ******** **** ****** ( Orlando, FL ***** ( 407-***-****(

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

Objective

Innovative, driven, process-oriented leader with excellent communication,

relationship building and problem-solving skills, seeking an amazing

growth opportunity. Expertise lies predominantly in human resources,

specifically benefits administration, employee relations and project

management, however, open to any field that will allow for demonstration

of creative intelligence and expand upon and utilize a wealth of unique

skills and knowledge.

Profile

. Achievement-oriented recruiting and human resources professional with

10 years diversified experience in the airline, hospitality,

information technology, financial services, education and human

resources outsourcing (HRO) industries coupled with knowledge of the

consulting industries.

. Over 6 years of project management experience managing multifaceted

projects and teams - including onsite and virtual management

. Experienced in working with corporate financial, legal, healthcare,

retail and call center environments as well as detailed strategic

workforce initiatives with executive management, employee relations,

coaching, client consulting, federal labor laws, mergers and

acquisitions, reductions in force (RIF), establishing legal and

procedural standards, and working with multi-state locations.

. Strong verbal and written communication skills as well as excellent

multi-tasking and organizational aptitude.

Skills Summary

Staff Recruitment and Employee Relations Management Coaching

Retention EEO Investigations Organizational and

Client Consulting Process Development Strategic Planning

Training and Development Contract Negotiation & Compensation

Compliance / Union Payroll

Project Management Avoidance Employment Law

Subject Matter Expert Reduction in Force Benefits Administration

(SME) Analysis

HR Outsourcing Knowledge of Federal and

State Employment Law

Technical Experience: Type 50+ wpm, Proficient with Microsoft Office

applications(Word, Excel, PowerPoint, Project, Publisher, Access) and

various specialized systems including but not limited to Quark, Quicken,

Galaxy, Lotus Notes, Camtasia, ADP, Peoplesoft, Oracle, Kenexa Brassring,

Taleo, Kronos, TBA, Vurv/Recruitmax, Ceridian, GroupWise, Microsoft

Outlook, QuickBooks, and Internet Proficient

JetBlue Project Teams:

International Compensation and Benefits Project - Developing and

Implementing a JetBlue Specific International Blue City Reference Guide

BlueTraining Project - Assisting with the creation and implementation of

initial and ongoing training for the People Department

Employment History

Starwood Hotels & Resorts (SVO) Orlando,

FL

HR Manager/Sr. Talent Acquisition Partner (Dual Role)

9/2012 - Present

. Contributed to the development and execution of overall business

strategy by partnering with business leaders to identify,

prioritize, and build organizational capabilities as it relates

to recruiting and human resources

. Partnered with senior leaders to design and change lead

initiatives for people-related issues in support of The Starwood

Journey

. Ensured the success of the Company Performance Management

Process, Talent Review, 360 Degree Feedback, and StarVoice

Engagement Survey and other Core People Programs within client

areas of responsibility.

. Manages Annual Enrollment process with internal clients and

vendors

. Served as the subject matter expert for employee relations

matters within client areas of responsibility.

. Worked with senior management with respect to performance

issues, severances, and separations.

. Ensured compliance with laws, regulations, and policies within

client groups in an effort to decrease agency and other charges

through communication and training efforts.

Facilitated and implemented HR programs including compensation,

benefits, and training initiatives.

. Identified training needs and deliver tailored solutions for

each client group.

. Ensured SVO compensation strategy was adopted at all levels of

the organization.

. Assisted with implementation of division & site recruitment

policies, systems, strategies, and procedures. Coached managers

and those involved in recruitment efforts to ensure effective

and compliant sourcing and selection.

. Managed the recruitment full life cycle recruitment process for

non-exempt and exempt level sales/staff positions

. Advised client group leaders about effective recruitment

strategies and techniques, including advertising, use of social

media and internet technology, local resources and participation

in job fairs and school events as necessary

. Recruited, interviewed and evaluated candidates for assigned

business units.

. Partnered with clients to align HR and Recruiting plans with

their business objectives

. Represented Starwood Vacation Ownership at various job fairs and

networking events

. Conducted organizational assessments where necessary

. Provided guidance on SOP's, department policies and performance

metrics.

Ultra Electronics Airport Systems Orlando,

FL

Human Resources Manager 6/2011 -

12/2011

. Responsible for the sites human resources functions including:

Employee Relations, Recruiting, Talent and Performance

Management, Succession Planning, Compensation, Compliance with

employment laws and policies, Benefits Administration, Workers

Compensation, Administer Safety Programs and ensure compliance

with all safety regulations.

. Managing talent acquisition and ensuring staffing requirements

are fulfilled

. Developed and executed recruiting plans to include active and

passive candidate recruiting

. Seasoned national and international recruiter for high volume,

hard-to-fill and niche market positions

. Identified 90% - 100% match candidates, reducing cost per hire

to $3k - $5k

. Recruitment of entire teams and departments, increasing

productivity and reducing turnover by 35%

. Coaching and Counseling management on issues involving employee

performance and/or behavior

. Providing counsel to line management on issues involving

employee performance or behavior.

. Investigating compliance and ethics concerns; resolving them

appropriately

. Monitoring adherence to timely employee performance reviews and

communicating level of compliance to the management team.

. Providing functional and project leadership toward the

accomplishments of HR goals; ensuring continuous improvement of

all processes.

. Establishing performance targets and conducts performance

evaluations for HR function.

. Ensuring efficient operations of the facility and high employee

morale.

. Financial responsibility and accountability of department

operating expenses (i.e. employee functions)

. Ensuring all record keeping requirements are current and kept in

a secure manner.

. Organizing safety training plan for the year; making adjustments

to the safety training plan as issues arise

. Executing business operation policies and communicate to

internal and external customers

. Enforcing policies and procedures relating to the business

operations at the division level

JetBlue Airways Orlando,

FL

Human Resources Business Partner 6/2010 -

7/2011

. Conducted Crewmember investigations, provides recommendations

regarding Equal Employment Opportunity Commission (EEOC) cases.

Partnered on high-level investigations, such as EEOC cases, with

Generalist Manager for final review and determination

. Served as the front-line Human Resources contact by providing

outstanding customer service, to both Crewleaders and

Crewmembers, for any human resources-related matters both

domestically and internationally - Dominican Republic, Mexico,

Costa Rica, Bahamas, among other countries (i.e. Leaves of

Absence, Benefits, Compensation, Recruiting, and regulatory HR

matters).

. Facilitated New Hire Orientation - Respectful Workplace and

Benefits Modules

. Acted as a consultant to Crewleaders on all HR-related policy

and procedure interpretation

. Provided Crewmembers and Crewleaders support and training on HR-

related matters, which included developing and facilitating

training sessions

. Provided ongoing support to Crewleaders with Crewmember

relations, counseling, and Crewmember development

. Managed the activities of a crewmember for STD, LTD, FML, and

all other leaves of absence

. Acted as a Crewmember mediator by creating sustained solutions

to Crewleader and/or Crewmember challenges

. Acted as senior technical resource for internal staff and

customers, resolving complex claim issues and contractual

interpretations and acted as the primary contact for customers

assigned to the team.

. Guided local departmental leadership on the organizational

effectiveness of their leadership team and the status of

Crewmember engagement for the assigned area

. Managed state and federal regulatory compliance for, but not

limited to: EEO, Title VII, FMLA, AA, ERISA, VRRA, COBRA,

Workers Compensation, unemployment claims and garnishments.

. Reviewed local terminations and escalates high-level

terminations to Generalist Manager

. Conducted post-termination reviews for separated Crewmembers

. Conducted on-going Crewmember focus groups to keep abreast of

Crewmember engagement. Provide feedback to and work with local

Leadership to address any concerns

. Performed drug and alcohol collections and evaluates possible

substance use/misuse and recommends testing as required.

. Ensured compliance with all HR/labor Federal, State, and local

regulations

. Communicated with other Field Generalists to ensure consistency

of practices across workgroups

. Served as a conduit between the People Department and the

station location

. Provided expert testimony to any Federal Aviation Administration

(FAA), National Transportation Safety Board (NTSB), EEOC and

State investigations and hearings as required

Fidelity Information Services

Maitland, FL

Human Resource Business Partner/Sr. Generalist

11/2005 - 11/2009

. Strategic business partner providing guidance and direction to

senior management and business unit executives on sourcing,

recruiting, employee separations, compensation and performance

management, the merit increase process, employee relations,

labor forecasting, reductions in force, policy interpretation

and staffing.

. Extensive experience investigating, responding to, and resolving

employment claims

. Effectively managed large volumes of employment discrimination

issues leading to favorable resolutions for company

. Provided training to management staff on employment law and

regulations which resulted in reduction of future liability

. Facilitated "SOAR - Supervisor Training" and "Cultural Service"

Classes throughout organization

. Developed computer based training courses via ilearning and Sum

Total Systems

. Developed and executed proactive employee engagement programs to

ensure high levels of management credibility and business

performance

. Ensured accurate and timely service in keeping with customer

expectations, disability plan provisions, established

procedures, and state and federal guidelines and regulations.

. Managed programs for Workman's Compensation, COBRA, EEO/AA,

FMLA, ADA and related regulatory programs for remote multi-state

locations (over 500+ employees)

. Acts as senior technical resource for internal staff and

customers, resolving complex claim issues and contractual

interpretations and acting as the primary contact for customers

assigned to the team.

. Perform semi-annual and annual performance evaluations,

communicating expectations, goals, deadlines, and team results.

. Cover for the duties/responsibilities of the supervised

positions when necessary.

. Responsible for multiple projects including: New Employee

Orientation Conversion between FIS and acquired companies,

Initiating and maintaining company -wide Affirmative Action

Plan, Managed and enhanced web based manager's manual.

Specific Accomplishments include:

. Reduced payroll expenses by 30% by researching and implementing

new timekeeping system for non-exempt hourly employees

throughout multi-state locations.

. Project lead for establishing cohesive new employee orientation

procedures after FIS acquisitions and mergers; Drafted and

implemented Standard Operating Procedures for Human Resources

. Partnered with executive management to create "One Company, One

Voice" culture throughout FIS satellite locations via weekly

communication, recognition programs and conducting management

training sessions.

. Enhanced Organizational Culture by developing, recommending and

administering employee relations policies and practices

Hewitt Associates

Orlando, FL

Human Resource Business Analyst

1/2005 - 11/2005

. Participated in internal and external acceptance review process

for clients in ongoing delivery, prepared materials for and

attended quarterly meetings.

. Conducted ongoing client status meeting in the absence of

Benefits Operations Manager

. Participated in analysis discussions to ensure the provision

requirements matched the technical specifications for clients in

ongoing delivery.

. Analyzed plan requirements, Read plan documents and other plan

materials to identify the administration requirements of the

client plan, Contributed to further defining the plan

requirements with the Project Manager.

. Helped to prepare and conduct system functionality training for

customer service associates on the team, Responded to workflow

requests, analyzed daily processes, and acted as a subject

matter expert for Customer Service and Client on system's

functionality and process flow.

. Used the requirements and plan documents to develop system

testing specifications for all systems, including but not

limited to: Legacy Systems, TBA System, Interactive Voice

response System, Personalized Communication Statement,

Calculation System and Internet Based Applications

. Developed plan loan and hardship withdrawal requests parameters

. Performed audits of various benefit plans and analyzes data of

all system reports

. Ran various reports to send to third party vendors, audit

reports and reports to identify system issue

. Monitored the ongoing quality of processing, troubleshot problems

that arose, and identified ways to improve the efficiency of

processing and the system,

. Coached associates on providing high quality service and building

strong client relationships while using client knowledge to

anticipate needs

Specific Accomplishments include:

. Successfully implemented and managed HRIS systems for UNISYS and

CUMMINS clients

. Managed ongoing delivery of Annual Enrollment (Health and

Welfare)

. Consistently met the quality expectations for our Defined

Benefit and Defined Contribution Plans

. Established excellent working relationships with Relationship

Managers, Business Banking Officers; assisted in any additional

coaching team members or CSR's may have required to process

tasks or project efficiently.

University of Phoenix/Apollo Group, Inc.

Orlando, FL

Recruiter

10/2003 - 1/2005

. Responsible for advising adult undergraduate and graduate

students regarding admissions and degree completion requirements

. Assisted curriculum developers with content and strategy for

adult learners

. Enrolled students for the University's graduate, undergraduate

and certificate programs

. Developed academic plans for degree or certificate completion

. Implemented recruitment strategies as outlined in the admissions

plan in the assigned territory to include college visits, attend

college fairs, area receptions, and events.

. Initiated, planned, and executed special projects in conjunction

with the goals and objectives of the office.

. Completed routine reports related to recruitment, projections,

personal schedule, travel, special programs, and professional

development

AppleOne Employment Services Orlando, FL

Account Executive/ Recruiter (Contract) 8/2003 - 10/2003

. Qualified, acquired, serviced, maintained and expanded client base

. Obtained job orders (temp, temp to full-time and full-time) solicited

from the business community

. Recruited, screened, evaluated and matched qualified candidates to the

clients' specific job order requirements to ensure client retention

. Contributed to the professional standing of AppleOne as a personnel

staffing service by supplying clients and applicants with outstanding

customer service and results

. Continually met the needs of our clients and customers (applicants);

developed, coached, counseled and recommended applicants as required.

BWI Distribution Baltimore, MD

Human Resource Specialist 1/2003 -

8/2003

. Responsible for all human resource functions including

recruiting, staffing, training employee relations and compliance

. Administered benefits to all employees

. Managed programs for Workman's Compensation, COBRA, EEO/AA,

FMLA, ADA and related regulatory programs

. Coordinated weekly payroll for 150+ employees

. Provided professional expertise and leadership by initiating,

developing, implementing, and integrating workforce and staffing

related processes

CareersUSA Baltimore, MD

Talent Acquisition Specialist/Recruiter (Contract)

1/2003 - 8/2003

. Built, managed, qualified, and maintained a portfolio of clients

and prospects that was aligned with the market's strategy.

. Built top of mind awareness through effective phone calls and in-

person visits, which fostered a consultative relationship and

increased business with the client.

. Effectively recruited, interviewed, retained, coached and

developed associates, understanding their needs and helping them

meet their professional goals.

. Consistently exceeded client and associate expectations of

service by following company operational standards and offering

innovative and creative employment solutions.

. Reviewed employment packages for proper completion, Conducted

appropriate testing in relation to the type of position

applicant is seeking,

. Processed weekly payroll for approximately 200 employees,

. Conducted employment, credit and criminal background checks,

. Possessed knowledge of all pertinent federal and state laws

pursuant to employee discrimination, equal opportunity and wage

administration

Gemstep Foundation, Inc. Suffern,

NY

Talent Acquisition Specialist/Recruiter (Contract)

10/2000 - 10/2002

. Full life-cycle recruiting of all levels of staff and

departments in

. Effective partner with HR and Management to establish and

maintain hiring processes and metrics

. Team with hiring managers to develop job descriptions and

effective marketing strategies

. Continued success in direct sourcing, networking, referrals,

Internet, job boards and job fairs

. Developed behavioral interviewing questions to improve retention

and reduce turnover

. Create and implement staffing department policies and

procedures, including work force planning

. Managed relocation, visas, background checks, drug screening,

EEO, AA, and terminations

. Management of contract, contingency and retained search

agencies, including fee negotiation

. Compensation analysis and negotiation for both employees and

consulting staff

. Reviewed resumes, employment applications and evaluated work

history, education, skills and compensation needs

. Reviewed job requisitions and matched applicants with job

requirements

. Conducted or arranged for aptitude testing of applicants;

Referred selected applicants to hiring manager; Performed

employment reference, educational, and criminal background

checks on applicants

. Maintained contact with temporary and direct placement agencies

Education

BARRY UNIVERSITY Dwayne O. AnDREAS SCHOOL oF LAW 2016

Juris Doctorate

University of phoenix - Orlando, FL (2003-2005)

Master of Arts - Organizational Management - 09/05

Morgan state university - Baltimore, MD (1999)

Bachelor of Arts - Communication Studies/ Public Relations/Broadcast

Journalism

PROFESSIONAL IN HUMAN RESOURCES (PHR) CERTIFICATION 2007

COMPASS COACHING NETWORK Coach Certification 2009

Contact this candidate