Customer Service Manager

Linda L. Thompson

440-***-**** ************@*****.***

www.linkedin.com/in/lithompson1

Summary

A strategic leader with excellent problem solving skills with a balance for business needs and human capital needs. Success in

developing and implementing processes, team building, and coaching. Strong leadership with a focus on customer service and

organizational goals.

Experience with supporting multiple locations with populations ranging from 140 250. Proven ability to manage multiple initiatives

with sensitive timelines and high degree of confidentiality. Well rounded background in employee development, employee relations and

corrective action, conflict resolution, performance management, recruiting, benefits and compensation, HR records management,

policy development, risk management and legal compliance.

Employment Law Recruiting & Retention Orientation & On Boarding

FMLA/ADA/EEO/WC Benefits Enrollment HRIS Technologies

HR Policies & Procedures HR Program/Project Management Training & Development

Employee Relations Organizational Development Performance Management

PROFESSIONAL EXPERIENCE

Cleveland Eye Clinic 08/2013 – Present

HR Manager

As HR Manager, effectively administer and lead the HR function for a large Ophthalmology Practice of 90 + employees, 15

doctors and 6 locations. Additionally, serve as HR Manager for 3 other partner companies in the fields of Lasik, Surgery and

Optical. The role is inclusive of all diversities with all tactical and strategic responsibilities.

Key Results:

Reduce expense by 27% and increase value of tools, by implementing and replacing processes and vendors in use. Build

and utilize the HRIS modules in the newly implemented system.

Standardize policy and compliance measures across the four companies.

Create and Implement a new PTO policy to increase efficiency and employee morale while decreasing financial expense

to improve profitability.

Create a team environment with Management team and Executive Partner Physicians.

Coach, lead and mentor supervisors in the organizations regarding Performance Management, Crucial Conversations,

Recruiting and interviewing skills.

Ascent Automotive Cleveland, Ohio 02/2005 – 08/2013

DBA: Metro Lexus and Lexus of Akron Canton

HR Manager /Payroll Manager

As a trusted HR resource and partner, effectively administer and/or develop systems and programs to manage staffing and payroll

for two Lexus dealerships with a workforce of 220 250.Partner with senior management to create HR policies and procedures.

Handle all daily workplace issues including employee relations and disciplinary actions through coaching managers and

employees, performance management and positive leadership. Additionally, serve as liaison with our corporate office shared

services group.

Metro Lexus and Lexus of Akron Canton

Key Results:

Linda L. Thompson Phone: 440-***-**** Page Two

Reduce risk to company by 25% through performing thorough investigations on issues such as Harassment, Safety and

Business Conduct. Reduce the legal exposure of separations by overseeing all performance related documentation.

Increase employee retention rate to96% through fostering teamwork and an open door environment conducive to positive

dialogue across the organization. As well as, working closely with department heads to develop win win solutions.

Reduce claims cost by 73% from 2008 to 2012 with safety first initiatives, instituting preferred providers list and training

managers and associates on procedures to follow pre and post injury. Appearance at hearings to protect company

interests.

Develop and implement programs and policies in the areas of payroll, training, compensation structures, incentives, new

employee orientation and company initiatives.

Ganley Parma Imports Parma, OH 03/2004 02/2005

Import car dealership

HR / Payroll Representative

Fulfilled a broad range of HR functions, including new associate orientation, benefits administration, HR records management

and payroll processing.

Wise International Trucks – Lakewood, OH 12/2001 03/2004

International Truck Dealership with 8 dealerships in Ohio, Michigan and Indiana.

Accounting Assistant

Corporate Truck Accounting Specialist for all truck sales, Corporate Accounts Receivables.

First Rate Repair – Lakewood, OH 07/1993 – 07/2001

Commercial Cooking Equipment Installation and Maintenance

Office Manager

Handle all the details of the daily operation of the office, including dispatching calls to managing the accounting

for this family owned and operated business.

State of California – Sacramento, CA 02/1990 – 06/1993

Alcoholic Beverage Control Department and Department of Motor Vehicles

Administrative Assistant

Handle the daily administrative duties of data entry, main phone and reception, statistical tracking and reporting,

mailers and correspondence as needed.

EDUCATION & PROFESSIONAL DEVELOPMENT

Professional in Human Resources (PHR) HRCI

OREGON STATE UNIVERSITY Corvallis, OR

Bachelor of Arts (BA) in Psychology

Affiliations:

Society for Human Resource Management (SHRM) Ongoing development seminars, conferences

Cleveland Chapter (CSHRM)

Computer Skills:

HRIS applications (Paycor, Oracle, ADP, Kronos)

MS Office (Word, Excel, PowerPoint, Outlook)

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