Human Resources Customer Service

DAFRA D. SANOU

**** ******** ***** # *** ***: 480-***-****

Dallas TX 75252 Fax: 1-866-***-****

E-mail:**********@*****.*** www.linkedin.com/in/dafrasanou/

SUMMARY

Human Resources professional with 9+ years of strategic and diverse

experience, including Management. Exceptional strengths building

relationships with customers and employees at all levels. Very strong

recruiting and employee relations experience. Excellent verbal, written,

communication and negotiation skills with the ability to handle

confidential and complex situations. Known for prioritizing and effective

decision making. Self-motivated with a focus on innovative concepts and

projects. Areas of expertise:

Compensation Employee Relations Training Payroll

Federal/State Laws Coaching/Mentoring Recruiting Benefits

PROFESSIONAL EXPERIENCE

Macys Credit & Customer Service, Tempe, Arizona

2014-Current

Human Resources Manager - In charge of administering and managing all of

the recruitment efforts for a call center with over 1200 employees. Lead

all advertisements and recruiting activities for non exempt and exempt

permanent and seasonal workforce. Responsible for a range of general Human

Resources duties and special Human Resources initiatives. Supervise a team

of three supervisors and four associates. Responsible for working on

associate relations issues, investigations, compensation as well as

creating and analyzing special reports.

. Continually implement creative recruiting strategy to increase candidates

flow in order to meet yearly hiring plan goals.

. Put in place one of a kind social media recruiting campaign to target a

new pool of potential candidates.

. Within sixty days of employment I was able to developed new recruiting

solutions never embraced.

. Amplified internal referral program and increase the current referral

rate by 50%

. Received make magic award for exceptional customer service within ninety

days of employment.

. Increased candidate flow and provided ideas adopted by four different

regions while reducing advertising cost.

. Provide, coaching, mentoring as well as guidance on Human Resources

related matters to the call center leadership team as well as managers,

leads and associates.

. Counsel and direct associates and managers by consistently interpreting

and applying HR policy and procedures, along with all applicable legal

guidelines.

. Interview, hire, and train associates; plan, assign, and direct work;

appraise performance; reward and coach associates; address complaints and

resolve problems.

. Support associates and executives with HR related questions and

concerns.

. Conduct investigative interviews, prepare written counseling

documentation and conduct involuntary terminations.

. In charge for leading weekly recruiting calls for all four centers as

well as responsible for all of the recruiting activities including

advertising as well as planning, generation and consolidation of all four

call centers reporting activities.

. Responsible for investigating all employee relations matters to include

allegations of harassment, discrimination, violation of company policy

and attendance. Responsible for reviewing all exit interviews needing HR

attentions.

Responsible for internal and external career fairs.

. Ensure that call center meets all compliance training per company policy.

MGRM PINNACLE, Tempe, Arizona

2012-2014

Human Resources Manager - Support the strategic direction of the Human

Resources Department. Develop a partnership with management and employees

to cultivate and maintain positive and effective working relationships.

Provide counsel and assistance to managers regarding employee relations,

recruitment, benefits administration, compensation, and staffing needs.

Assist in the development of annual HR business plan that addresses and

identifies key initiatives including but not limited to; policies &

procedures, open enrollment and performance management.

. Primary contact for employee relation issues. Responsible for

investigating complaints or employee issues .Provide guidance to

executive team, coaching managers and principals on issues of corrective

action and termination to ensure a fair process, as well as employee

issues.

. Provided retention solutions and developed strategies to increase moral

as well as reduce turnover.

. Work with leadership in order to implement a training plan for each new

hire prior to their start date.

. Managed the entire recruitment process at all levels of the organization,

from reviewing resumes, interviewing, and administering pre-employment

documents. Partner with hiring managers on the selection process and

identify sources to increase qualified applicant pool.

. Worked closely with leadership to establish and forecast staffing needs

as well as planning for succession planning process by identifying

associates potential for future opportunities.

. Managed benefit administration including open enrollment coordination and

communication and invoice reconciliation. Manage LOA's, workers'

compensation claims and status changes.

. Performed projects as assigned from CEO, COO and Chairman's Office.

. Identify policies and procedures that require modification and/or

enhancement to ensure compliance as laws change and to create

efficiencies. Make recommendations and implement changes as required.

FIRST SOLAR, Tempe, Arizona 2011 - 2012

Human Resources Supervisor - Provided guidance for Corporate, Engineering,

Procurement and Construction groups on strategic and Human Resources

operational issues. Developed programs and initiatives to meet the business

needs.

. Developed partnerships with Vice Presidents, directors, managers and

supervisors to provide a one stop shop in Human Resources support.

. Counseled and provided guidance to management on organization policies

and procedures. Investigated, advised and resolved employee relations

issues, and identified opportunities for Human Resources, Employee

Relations training and facilitated where appropriate.

. Processed changes in associates' status (including, but not limited to

promotions, demotions, leave, reduction in force).

. Assisted compensation team in administration of market adjustments,

promotions, and salary compensation.

. Recommended and implemented methods to improve HR processes and systems.

. Developed solution to complex organizational problems/issues related to

employee performance or effectiveness.

. Assisted in development of new policies and updated current policies as

needed.

. Managed, motivated and ensured assigned staff in meeting goals and

objectives.

. Coached managers on associate's issues to achieve resolution.

. Oversaw and actively participated in recruitment for all assigned

departments.

. Improved the new hire orientation process.

BECHTEL CORPORATION, Glendale, Arizona 2008 - 2011

Human Resources Representative - Maintained existing work processes,

policies and procedures, verifying and auditing accuracy of work per Human

Resources procedures.

. Processed various actions (hires, termination, leaves of absences,

exception to policies, international and national transfers) monthly from

personnel documents into HRMS SAP system based on effective dates and

payroll cutoffs parameters.

. Monitored and Maintained existing work processes, procedures, ensuring

policy compliance.

. Assisted work force planners, recruiters, supervisors and managers with

creation and clarification of various actions.

. Identified documents based on Redbook, Green book Policies and

Procedures, including the absence of proper approval, improper codes or

combination of codes, retroactive effective dates that may negatively

impact payroll.

. Maintained the team metrics, presentation, data analysis and assisted

team members in meeting customer's expectations, and computed daily

reports to verify accuracy of different key processes.

. Maintained high level of confidentiality, and performed projects as

assigned.

. Prepared and organized completed action type and sent to master personnel

file.

OFFICE TEAM FOR STARWOOD HOTELS & RESORTS, Phoenix, Arizona 2007 - 2008

Human Resources Coordinator - Oversaw the hiring and separation of

employee's paperwork including employment, recruitment, and background

checks, and maintained the Human Resources databases and Information

System.

. Supported Human Resources Director in applying company policies and

procedures.

. Interviewed potential candidates and partnered with hiring managers to

define interview strategy and frame offer packages. Verified accuracy of

new hire paperwork, and prepared and sent new employee orientation

packages.

. Processed Cobra reimbursements check requests, tuition reimbursement

forms and EEO forms, and vendor invoices for payment. Compiled receipts

and invoices for expense report processing and allocating to appropriate

cost center.

. Compiled employee satisfaction and retention metrics, conducted exit

interviews and related documentation.

TUCSON RESIDENCE FOUNDATION, Tucson, Arizona (While pursuing degree)

2001 - 2007

Support Staff Supervisor (2005 - 2007) - Managed the personnel requirements

and employee related issues. Reduced the overtime overhead and the turnover

rate by over 80%, a cost saving for the company. Created new position

including:

. Supervised, mentored and trained over 100 employees continually. Also

advised employees on policy procedures, and developed policies and

procedures for newly created positions.

. Maintained in depth knowledge of legal requirement related to day to day

management of employee reducing legal risk and ensuring regulatory

compliance.

. Assisted hiring supervisors with evaluating current and future staffing

needs. Created and updated job descriptions.

. Reviewed applicants to evaluate if they met position requirements.

. Worked with local unemployment office as a pool for potential candidates.

. Reviewed resumes and employment applications for future positions and

provided monthly staffing report to management.

. Tracked the work performance, disciplinary decisions, and training

required components of all on-call and float mentors.

. Mentored, coached and developed less experienced staff.

. Ensured ongoing communication by receiving and distributing information

between management and agency personnel.

Human Resources Assistant (2004 - 2005) - Assisted Human Resources Director

with all functions of the department and assumed responsibilities when not

available.

. Assisted with payroll processing, responded to unemployment claims and

maintained all postings of career opportunities.

. Managed over 375 employee files and potential applicants' database.

Updated employees vacation, sick and personal times.

. Assisted and advised employees with work related issues.

. Built networks to find qualified passive candidates and efficiently and

effectively filled open positions.

. Developed a pool of qualified candidates in advance of need and managed

on the spot recognition program.

. Performed background checks for potential hire, wage and employment

verifications.

. Conducted employee recruitment process, evaluated applicant

qualifications, maintain applicant pools, and referred candidates to

hiring personnel.

. Administered the organization benefit plan and counseled applicants and

employees on personnel policies and procedures.

. Advised management regarding policy and procedure interpretations,

staffing, and related personnel issues.

Program Supervisor (2002 - 2003) - Balanced back budget (250, 000.00) to

positive, created a surplus and made residential setting profitable within

months. Successfully developed and implemented training strategies to meet

planned objectives.

. Supervised over 14 employees, included training, performance reviews,

development plans and career development plans.

. Managed operational expense budget for the service and reviewed and

authorized payments for personnel work hours.

. Operated a residential living setting and ensured ongoing communication

by receiving and distributing information.

APPLICATIONS

MS Office SharePoint Business Taleo HRIS People Adobe SAP

Objects Soft

EDUCATION

Bachelor of Science in Business Administration

The University Of Arizona - Tucson, Arizona

Certificate in Human Resources Management

Villanova University Alliance - Tampa, FL

LANGUAGE

Bilingual: English/French

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