Life Insurance Human Resources

SHELIA A. D. HAGER

**** ***** *****, ******, ** *4053

Home: 440-***-**** • Cell: 440-***-**** • acfimf@r.postjobfree.com

SUMMARY Q U A L I F I C AT I O N S

OF

Proficient and strategic Human Resources professional with a proven record of accomplishment and excellence. Strong

knowledge of human resource practices with a focus on recruitment and selection, employee relations and organizational

development. Exceptional analytical, organizational and interpersonal abilities. Skilled at working with all levels of staff

to develop and execute strategies that improve services and produce superior results. Talent for planning, coordinating

and producing projects with attention to detail and focus on the overall goal. Strong ability to clarify objectives and

streamline processes. Self-starter with excellent analytical and organizational skills.

PROFESSIONAL EXPERIENCE

TELETECH February 2008 -

Present

Human Capital Generalist

Main point of contact for managers, executives, and team members as it relates to employee relations, policy adherence

and performance issues for over 700 remote employees. Timely and thoroughly investigate employee relations,

terminations and requests for accommodations. Also responsible for the administration of daily operations within the

Human Resources department in compliance with sanctioned labor standards.

• Provide support and guidance to managers and executives in addressing complex performance and employee

relations issues and preparing effective performance improvement documents, misconduct documentation, and

termination documentation, as necessary.

Provide support to over 700 work from home employees in a virtual environment.

Review, investigate, and document all requests for disciplinary action in a timely manner and escalate as

applicable.

Ensure compliance with client and company policies and practices.

Maintain compliance with federal and state regulations in regards to employment.

Support response to government agency audits, investigations and charges, and unemployment hearings.

Coordinate, review, and coach managers in conducting internal investigations related to harassment, violence in

the workplace, discrimination and other workplace issues and trends.

Thoroughly investigate, document, and approve team member requests for accommodations and medical leaves.

Lead and implement HRIS process efficiencies supporting the organizational goals of the company and HR.

Train temporary Human Capital staff.

Execute and analyze surveys results to identify organizational gaps and recommend actions to improve employee

engagement and management effectiveness.

Partner with Corporate Benefits to ensure dissemination of benefit information and ensure participation in

Wellness activities.

CORPORATE SCREENING SERVICES, INC January

2006-February 2008

Human Resource Manager

Responsible for the overall management of the human resource function including empl oyee relations, staffing, selection,

retention, training, compensation, and benefits.

Created a Human Resource Department from the ground floor up.

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Shelia A. D. Hager

Actively participated with on site Leadership Team in the development and execution of site goals, policies and

objectives.

Assisted management in the recruitment, selection, development and retention of talent within the organization and

promoted organizational effectiveness.

Maintained and administered all programs related to compensation and benefits.

Provided high quality and timely employee relations consulting to leadership team; assisted managers in the

effective resolution of issues.

Provided opportunities for leadership and employees' continued growth through training and development

programs.

Minimized the Company's risk with respect to legal/employment issues.

Created training courses for legal compliance issues.

FEDERAL RESERVE BANK OF CLEVELAND July 2003-September 2004

Human Resource Generalist

Consulted on and performed all aspects of the human resources function including employee relations, full-cycle

recruiting, performance management, development and delivery of new hire orientation.

Partnered with internal hiring managers to drive staffing solutions to meet the needs of the business

Owned full-cycle recruiting: screened, interviewed, offered, negotiated and closed candidates for positions at

various levels.

Consulted with and coached managers regarding people and organizational issues, including employee relations,

performance management, training and development, compensation and staffing.

Worked with management to drive organizational development efforts. This included the development and

implementation of succession and development plans to minimize impact of turnover and facilitate career

development.

Worked with management to develop and implement group specific actions aimed at increasing employee

understanding of and alignment to the company strategy.

Facilitated the implementation of corporate programs and processes within client groups to promote a

performance based culture and maximize program effectiveness.

Conducted investigations and implemented corrective and preventative actions related to discrimination,

harassment, policy violations, conflict management and other employment related issues.

Partnered with Corporate Benefits to ensure dissemination of benefit information.

Owned and implemented corporate intern and mentoring programs.

Managed contracts with outside sourcing agencies.

D. L. SKULLY & ASSOCIATES April 2002 – July 2003

Supervisor – Pension Administration

As Supervisor Pension Administration my functions included supervising 19 employees, calculating pension benefits,

handling irate/difficult plan participant calls, processing and reviewing benefit determination letters, authorizing pension

changes, authorizing outgoing correspondence, managing incoming calls for timely handling and completion, and

conducting performance reviews and managing employee relations issues as appropriate.

LTV STEEL COMPANY, INC. December 1979 – April 2002

Employee Benefits Representative December 2001 – April 2002

As Employee Benefits Representative my functions included the following: Conducted group and one-on-one hourly and

salaried employee exit retirement benefit reviews. The reviews include application for retirement, explanation of defined

benefits plans, election of retirement options, distribution of defined contribution plans, vacation special payments, 401K

distributions, employee stock ownership plan, life insurance and medical options.

Manager – Administrative Services September 1997 – December 2001

As Manager – Administrative Services my functions included the following:

Employment Specialist – Acted as liaison between Technology Center staff/management and corporate headquarters’

Human Resource Department. Areas involved in included recruiting, interviewing, hiring, compensation, training,

payroll, employee development, mentoring, union avoidance, performance evaluations, EEO issues, immigration matters,

terminations, awards, co-ops and staffing issues for salaried exempt and non-exempt employees.

Benefits Administration – Explained to employees their individual defined benefit calculations, and their guaranteed

amounts as described in the pension plan documents. Explained to employees other benefits as well – including medical,

dental, vision, defined contribution plan, 401K plan, life insurance, disability, death benefits, and workers compensation.

Facility Manager – Managed matters and staff as they related to the Technology Center facility including application of

corporate policies and procedures, safety, facility maintenance, machine shop operation, cafeteria, mail/copy center,

shipping/receiving, security, environmental issues, phone/Audix system, company vehicles, and secretarial staff.

Accountant – Developed and monitored $12 million/year facility budget. Maintained facility property records and

managed facility working cash fund. Accountable to Corporate Accounting Department and Technology Center

Management.

Purchasing Coordinator – Managed all Technology Center purchasing activity – interacted with vendors on a daily

basis. Decision-maker (working with Corporate Purchasing) regarding contracts granted to vendors as it related to the

Technology Center.

E D U C AT I O N

Bachelor of Arts, Business Management

Hiram College -- Hiram, OH

Pursuing Masters, Psychology

Walden University – Minneapolis, MN

COURSES/

TRAINING

Problem-Solving & Decision Making

Creating a Respectful Workplace, Presentation Skills

Fundamentals of ERISA

Immigration Laws

“The Immutable Laws of Recruiting”

Managing Within the Law

Get a Grip on Speaking & Listening

Managing Interpersonal Conflict

Building Productive Relationships

Interviewing and Selecting Employees

HR Laws and Policies

Coaching Difficult Performers

Career Power

Managing Difficult Performers

Employee Retention

FMLA Compliance

The Best Practices in e-Recruiting

A WA R D S

Global Values in Action Award – TeleTech – Award given to 1 employee in each site globally for

demonstrating company values -- trust, respect, integrity, passion, communication – 2014 -- $750 cash

award

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Shelia A. D. Hager

“Reinvented” the Internship and Mentoring Program – Federal Reserve Bank – 2003 -- $1000 cash

award

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