Customer Service Human Resources

JILL V. WALL

** ***** **** ***** ( GREENVILLE, SC 29609 ( 864-***-**** (

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

Vice President Summary

Profile

A Strategic results driven Human Resources Business Partner, among the

Executive Team with over 20 years of experience in the Business

Processing Organization and Education industry at multi-site operations

in global organizations. Able to create an accurate vision from

disconnected and often competing priorities, while developing proactive

strategies to achieve priorities by building strong teams committed to

business objectives. An ethical, resourceful and proactive leader with

excellent interpersonal and communication skills, utilized in building

trust and gaining support at all organizational levels. Provide solid HR

and operational support to 126 Centers across the U.S.

HR Skills

HR DEPARTMENT STARTUP Staff Recruitment & Retention Orientation &

Employment Law Employee Relations On-Boarding

FMLA/ADA/EEO/WC Alternative Dispute Resolution Training & Development

Mediation & Advocacy (ADR) Performance Management

HRIS Technologies Benefits Administration Organizational

HR Program/Project Management Development

HR Policies & Procedures

Professional Experience

THE SUNSHINE HOUSE INC. - GREENVILLE, SC

4/2012 TO PRESENT

Provides specialized learning programs for young children, from infancy

through the early school years. The environment and curriculum are designed

to excite imaginations, encourage exploration, spark creativity and promote

social and cognitive development.

Vice President, Human Resources & Recruiting

An experienced Human Resources and Compliance professional. I work in a

collaborative manner focused on ensuring the Company's vision; mission

and objectives are in alignment with the appropriate legal and regulatory

expectations. I am a team player that works well with all levels of

Management and strive to help make a successful organization.

Hired as part of a new leadership team and challenged with stabilizing

the HR department after a turbulent period when the HR staff was reduced

by 75%, and there had been multiple changes in leadership. Created and

implemented HR and Operational processes to create consistency, reduce

attrition, and increase overall morale within the organization.

Manage and directs all aspects of Human Resources and serves as a

consultant to Corporate, Regional and Center Operations Directors.

Assess and anticipates HR and Operational needs while simultaneously

implementing these needs proactively with the Executive Team.

Key Results:

< Leadership: Hold full accountability for all HR functions for 2,500

employees at 140 center locations; led 3 direct reports, 13 Regional

Directors and 140 indirect reports across the US.

< Restructuring: Streamlined and restructured the HR team to focus on

productivity, clarified roles and responsibilities, as well as

enhanced skills in the areas of business acumen, results orientation,

and relationship/partnership skills.

< Staff Retention: Reduced turnover by 30% over a 2 year period.

Developed formal communications, targeted recruiting, and

strengthening the leadership talent.

< Developed and implemented strategy to better manage employee relations

matter, resulting in significant reduction in legal activities and

expenses

JILL V. WALL

PROFESSIONAL EXPERIENCE (PAGE 2)

< COMPLIANCE: LED INVESTIGATIONS AND REPRESENTED THE COMPANY FOR ALL

EEOC AND LEGAL CLAIMS. ALL CLAIMS RECEIVED OVER A 2-YEAR PERIOD WERE

DISMISSED DUE TO NO VIOLATIONS OF STATUES. THIS SIGNIFICANTLY REDUCED

COSTS FOR LEGAL REPRESENTATION.

< Created global and regional attrition goals and implemented an exit

survey process to gain insight on how the organization can improve

processes and increase overall employee satisfaction. From these

results, I provided the leadership team with specific details on why

employees left the organizations and techniques on how to improve

their region.

< Responsible for successful company representation for all Unemployment

Hearings. Total liability avoided/suspended over 2 year period:

$150,000.00.

< Implemented a new paid time off (PTO) policy to align with the

organizations' business cycle and overall needs resulting in reduced

cost and business-focused employee scheduling.

< Recruitment: Centralized the recruiting functions across all 140

locations by implementing an Applicant Tracking System through a

redesigned website and online job posting system which transformed the

hiring process and is compliant with all EEO requirements.

< Organizational Development initiatives include training directors on

best practices in interviewing, selection, on boarding, performance

management, staff development for high potential successors.

< Initiated employee engagement surveys to address issues raised within

the organization. I provided management with tools and resources to

help improve overall employee satisfaction.

< Created and launched a new Employee Policy Guide to ensure compliance

with company's overall goals and expectation.

< Maintain an in-depth knowledge of legal requirements related to day-to-

day management of employees, reduction of legal risks and ensuring

regulatory compliance. Consult with legal team when necessary/needed.

< Developed and continually evaluate standard operating procedures for

HR concerns including new hire onboarding, promotions, transfers, and

terminations,

< Oversee Center and Regional Directors on solving complex employee

relations issues which includes conducting thorough, objective and

effective workplace investigations.

< Created and implemented a comprehensive employee conflict resolution

process, reducing management and employee relation issues by 35%

annually. This process has provided consistent and ethical guidelines

for all members of management and has provided a sense of "fairness"

to all employees. Due to these standardized procedures, it has

significantly improved overall employee performance and job

satisfaction.

< Developed position classifications, job descriptions, and job

evaluations to ensure compliance with FLSA and state regulations.

< Provide internal and industry wide benchmarking to help

Managers/Directors make decisions on compensation issues and to align

with the company's strategies and goals.

< Revised the disciplinary process/procedures.

TELETECH HOLDINGS INC. - Greenville, SC 6/1996

to 12/31/2011

Provides Business Processing Solutions focused on providing outsourced

marketing, sales, and customer management solutions to Global 1000 clients.

Successful Global Human Capital Organizational Development Manager Provided

Global support

to 40,000 employees in 10 countries. Effective relationship building,

implementation and

executional skills.

Manager, Human Capital Optimization

Provided oversight and directed all aspects of Organizational Development

which included assessment, development, design, implementation and

evaluation of global-scale initiatives and programs. Delivered

measureable results to ensure effectiveness of strategies and projects

executed.

JILL V. WALL

PROFESSIONAL EXPERIENCE (Page 3)

Key Results:

< Successfully developed and launched an On-Boarding Plan for Human

Resource Management / Recruiters to create global consistency, reduced

attrition, improved employee engagement, while delivering a higher

quality employee to production.

< Successfully launched, trained, and implemented a Human Capital

Scorecard globally. Created audit process and sub space for site

locations to post and update goals quarterly enabling Global leaders

the ability to measure their performance while achieving global core

competencies.

< Updated and launched a Site HC Scorecard guide for all global

locations. Enabled all sites to be measured on their ability to

follow and execute "Best Practices" ensuring the company's global core

competencies were followed. Assisted the site by decreasing cost per

hire, attrition per site and reduced the amount of time and money

spent back filling these positions.

< Managed global initiative for updating/creating policy guides for

countries across the globe. Worked closely with global leaders and

legal to ensure global standards were followed. Streamlined process

by creating a ticketing process for updating policy guides utilizing

an internal social media application.

< Played a key role in evaluating Employee Engagement Survey Results.

Assisted sites across the globe in development and implementation of

action plans to improve overall site engagement.

< Responsible for creating and managing a monthly global newsletter that

was distributed to all Human Capital and Talent Acquisition members.

Content spotlighted new initiatives, provides best practices, and

employee engagement activities, and technology updates.

Manager, Human Capital & Talent

Acquisition

Extensive background in Human Resource affairs, including experience in

employee recruitment, retention, performance management, training and

development, employee relations (including mediation and conflict

resolution), benefits, compensation, HR records management, HR policies

development and legal compliance.

Promoted to fulfill a broad range of HR functions. Worked with senior

management to create policies and procedures, employee recruitment,

analyzed attrition and absenteeism, developed - orientation, training and

incentive programs. Managed leave-of-absence programs and personnel

records; administered benefits enrollment and wellness programs;

administered budget; and handled all employee relations issues. Managed

ten direct reports residing in two US locations: Greenville, SC and

Stockton, CA.

Key Results:

< Played key role in managing the Los Angeles office - structured and

implemented programs and policies in the areas of training, leave-of

absences, benefits packages, incentives and new-employee orientation.

< *Recognized globally for having the top 2 locations with the lowest

annual attrition across the globe.

< Fostered a teamwork/open-door environment conducive to positive

dialogues across the organization. *Personal efforts were cited as the

driving force behind branch's employee-retention rate of 89% within an

industry where high turnover is the "norm".

< Hired approximately 700+ employees during client ramp up periods with

a class fill rate of 100%.

< Reduced company expenses on a monthly basis which saved the company

tens of thousands of dollars every month by reducing reliance on

employment agencies. Brought the majority of formerly outsourced

recruiting functions in-house to reduce billable hours from 200+ to

less than 15 per month.

< Reduced recruiting expenses by 45% by implementing alternate ways to

market/advertise.

< Responsible for successful company representation for all Unemployment

Hearings. Total liability avoided/suspended over 2 year period:

$350,137.

< Exceeded business scorecard plan. Both sites earned over $45,269.00

for bonus payouts within 2 years.

< Trained management team on interviewing techniques and best practices,

conducting workshops and one-on-one coaching sessions that contributed

to sound hiring decisions.

JILL V. WALL

PROFESSIONAL EXPERIENCE (Page 4)

< Standardized and implemented disciplinary procedures and tracking

system that insulated the company from legal risk and ensured

consistent and fair discipline processes.

< Engineered a "creative" cost-effective incentive and morale-boosting

programs (including special events and a tiered awards structure)

resulting in increased employee satisfaction and productivity.

< Complete revision of new-hire orientation program to include HR

information and company resources.

< Brought workers' compensation programs into full compliance.

Instituted preferred providers list and trained managers and

associates on injury procedure guidelines to follow after an injury

incidence.

< HC Strategic Goals accomplished:

- Initiated stack ranking process for all qualified applicants.

- Initiated and implemented cross-training within all departments to

reduce cost, increase morale, and foster a learning environment.

- Key partner in assisting management team on creating and achieving

departmental goals.

- Created and launched internal system for sites to manage quality,

phone stats, and corrective action plans.

- Implemented FMLA reporting systems necessary to identify trends,

abuse, and control absenteeism.

- Created "fun calendars' to communicate contests, site activities, and

community events.

- Conducted focus group sessions to identify areas of opportunity, best

practices, and improvement of employee satisfaction.

Senior Generalist, Human Capital

Participated in meetings to provide/collect information including but not

limited to: attrition and retention analysis, recruitment planning,

employee relations issues and site cost control. Managed, communicated,

and implemented Human Capital initiatives, developed and recommended best

practices, consulted and advised site management on issues concerning all

functional areas of Employment, Employee Relations, Optimum Rewards,

Benefits, and Talent Acquisition with in addition to creating cost

efficiencies and ERGM growth.

MCI COMMUNICATIONS, INC. - Greenville, SC

9/1989 to 6/1996

Provided Services for home, including local and long distance, voicemail,

VoIP, low international rates, and more to consumers, and small to large

businesses.

Training Supervisor

Conducted five-week training classes for customer service

representatives that involved products, sales and system training for MCI

and local telephone companies. Attended FDC conference calls and worked

closely with management on product information changes. Acquired

platform, presentation, and team work skills by developing and

implementing training and customer service attributes for customer

service representatives and supervisors. Created and met monthly

objectives while providing continuous feedback to upper level management.

Education

CENTRAL WESLEYAN UNIVERSITY - CENTRAL, SC

Bachelor of Science (BS) in Human Resource Management, 6/1993

Member of Society for Human Resources Management (SHRM) since 2008

References Available Upon Request

Contact this candidate