Customer Service Human Resources
Resume:
Suzy Shurna
**********@*****.***
SUMMARY
A motivated, experienced, results-oriented human resources professional
with excellent analytical and communication skills, proven
manufacturing/management ability, and comprehensive generalist skills.
Innovative proven leader in talent acquisition including, retaining and
developing personnel. Demonstrated ability to leverage human capital to
fulfill company's strategic plan. Successful in change management and
building high performance teams following a merger and acquisitions (M&A)
that are motivated to achieve company objectives. Possesses a solid
knowledge of employee and labor relations with an excellent understanding
of state and federal labor laws.
experience
Job Search Coach, Challenger, Gray & Christmas, Chicago, IL
2009- Present
Operated independently traveling 100% while adapting to a constantly
changing schedule and environment. Led talent acquisition team which
resulted in 100% placement rate for the first time in history of the
company. Coached senior-level executives in all aspects of job searching at
leading Outplacement Company. Motivated and trained all levels of business
professionals to accomplish goals. Utilized listening, speaking and
analytical skills in both 1-on-1 and group formats to advise clients
according to their unique situations to achieve success. Delivered
consistent results to clients of various ages, industries and backgrounds.
Led a talent acquisition team which resulted in 100% placement rate for the
first time in history of the company.
HR On Premise Manager, Spherion, Lincolnshire, IL
2006-2008
On Premise Manager at Hewitt (Billed $26.5 million for FY 2007). Was
responsible for a staff of 765, including 14 direct reports. Developed and
implemented an effective recruiting strategy to ensure the availability of
qualified employees to meet current and anticipated needs. Was responsible
for all employee relations, conflict/grievance mediation and resolution,
performance management, orientations, EEO compliance, records & retention,
and employee development. Coordinated various aspects of operations to
ensure compliance with established policies/procedures and state and
federals laws and guide lines. Reported to the Vice President.
HR Implementation Manager, Spherion, Oak Brook, IL 1999-2006
Executed change management program for of all standard operating procedures
upon the sale of the Chicago franchise to Interim Services, Inc. Managed
introductory and continuous improvement training initiatives for 23-branch
operations. Advised leadership team of critical employee relations' issues
and provided key client relations support. Monitored branch standard
operating procedures to ensure adherence to company policy and federal,
state and local laws. Reported to the Vice President.
. Full cycle recruitment and client management of 903 new customer service
associates during 9 week period for Benefits Consulting Company in 2006.
Behavioral interview, new hire paper work, orientation
. Creating, maintaining and improving working relationships with third
party VMS technology, MSPs, staffing firms and service providing vendors
. Trained 20 Branch offices on new HRIS system used to manage customer and
candidate relationships from initial contact to placement to billing
. Recruited, hired and trained all service, sales and managers who were
responsible for strategic accounts such as Sanford, Avon, Hewitt, Home
Depot,CVS/ Caremark, RR Donnelly, Siemens, Chicago Tribune, P&G, and
Zurich
. Assisted in managing the transition of employee benefits for 150
employees through two mergers in 1999.
. Trained 50 employees acquired through company merger on Spherion's
Standards of Greatness program.
. Assisted in rolling out training tools for Spherion's "Office
Professionals" staffing model resulting in 200% increase in permanent
placement revenue.
. Designed and implemented decentralized new employee training program
utilizing Net Meeting to reduce classroom-training time by 80%.
. Drove training and assimilation initiatives across 23 branches during an
18-month transition period where a continuous increase of productivity
and sales netted a 40% increase in fiscal year 2000.
ADDITIONAL EXPERIENCE
Assistant Director of Human Resources, Interim Personnel, Oak Brook, IL
1992-1999
Assisted in developing the Human Resources department of this growing
Chicago franchise operation. Managed a staff of four. Designed a
recruitment model utilizing a "successful employee" profile and behavioral
interviewing strategies to improve employee retention by 50%. Managed the
EEO complaints across 18 offices of which less than 1% resulted in claims
and 99% were favorably resolved. Converting worker's comp program to a
captive self-insured model resulting 40% premiums savings over prior year.
Reduced unemployment experience 60% over a 3-year period. Oversaw the
design and implementation of talent acquisition, training, and evaluation
and retention programs resulting in 25% reduction in turnover.
Assistant Training Manager, Interim Personnel, Oak Brook, IL
1990-1992
Developed a training program for the Chicago franchise operation.
Responsible for the customer service, sales, and human resources policy
training for all internal employees.
Branch Manager, Interim Personnel, River Forest, IL
1988-1990
Accountable for creating collaborative relationships with all end users in
an assigned client account by gaining a thorough understanding of the
client's business resulting in total customer satisfaction and attainment
of financial objectives. Named #1 office (out of 400) in the country in
Sales Revenue.
EDUCATION
BA - Industrial Relations/Human Resources Management, Marietta College,
Marietta, Ohio / PHR Certified
PROFESSIONAL AFFILIATIONS
SHRP
SYSTEM/SOFTWARE SKILLS
PeopleSoft, Microsoft Windows, Microsoft Office Suite
Accomplishments
Manager of the Year, Eagle Club, Connections Guide
VOLUNTEER WORK
Northwestern University Wildcat Club
Youth Advisor/Leader for Katrina Relief Alabama/Mississippi
Youth Advisor/Leader for relief work in Neon, Kentucky
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