Customer Service Human Resources

LORI BOHAN

***** **** ****** ** *******, WA ***08 206-***-**** (C) *********@*******.***

Resourceful, highly organized professional with broad range of skills and diverse background

HUMAN RESOURCES COMPETENCIES

● Knowledgeable of various employment laws and practices

● Able to exhibit a high level of confidentiality

● Intermediate to advanced computer skills in a Microsoft Windows environment

● Halogen eAppraisal system

● Database management and record keeping

● Problem-solver with strong initiative ● Analytical Thinker

Human Resources: OSHA tracking and documentation, Labor & Industries (L &I) claims, background checks, drug &

alcohol screenings, processing of unemployment claim documents, federal forms (I9/W4) management, compliance

support for FMLA, ADA, EEO/Affirmative Action, experience with company policy implementation, talent acquisition, staff

development, counseling, coaching, conflict resolution, report writing, organized record keeping, employee relations,

potential employee screening and interviews, Orientation & On-boarding, Performance Management

Leadership, Management and Organizational Change Agent: Strategic planning, team leadership, policy and

procedure and compliance administration, documentation, customer relations, quality assurance, create and write

operational and instructional procedures, director for a campus-wide change initiative

Training and Employee Development: Curriculum development, instructional design, train the trainer, principles of adult

learning and learning styles, personality types, strategies and methods to motivate and inspire; award winning

“Commitment to Excellence” for student retention strategies

EDUCATION

Master Certificate in Human Resources, Completed August 2013, Cornell University

Master of Arts, Xavier University

Bachelor of Arts, B.A. Psychology, English Minor, Transylvania University, Lexington, KY

EXPERIENCE

Officeteam – Lynnwood, WA

HR Assistant for City of Shoreline – Contract Assignment - October 2013 – January 2014

Served as support to HR department for compliance of policies and procedures as mandated by local, state and

government regulations. Devised system of department checklists for adherence to drug & alcohol screening process.

Active participant in administration of safety/risk management and worker’s compensation. Prepared reports necessary to

function of department including OSHA year end reporting. Accountable for processing and maintaining various reports

including medical files, personnel files, drug and alcohol testing documentation.

Key Results:

Generated documentation system of checks and balances for drug & alcohol policy implementation

Spearheaded Safety Committee Election process

Trainer for blood borne pathogen safety training

Updated and maintained databases for workplace injuries, FMLA, RiskConsole

Employment gap explanation: Travelled from February through August of 2014.

www.lorithelifecoach.com – Everett, WA

Personal Life Coach – 2006 - 2012

Directly consulted with clients to establish priorities, set goals and construct concrete plans to achieve those goals. S killed

at interviewing and assessing client’s needs for optimal goal achievement.

HR Component: Employee/Client Development Change Agent

Guided clients to create personal development plans

Maintained the highest level of client confidentiality

Donnelly Communications - Everett, WA

Training Manager & Curriculum Designer - 2002-2005

Developed and implemented training strategies, plans and processes to support organizational goals. Responsible for

two collaborative programs operating at all times: on-boarding and recurrent training for operations both east and west

coast. Implemented standardized curriculum to deliver strong customer service resulting in raised quality assurance

scores by 15% within one year period

HR Component: Onboarding, Staff Development, Hiring

Administered programs, procedures, and guidelines to help align the workforce with the strategic goals of the

company.

Assisted with the tracking of departmental and company measurements that support the accomplishment of the

company's strategic goals.

Connected new hires to their teams and the people that can help them get their jobs done

Prepared paperwork required for new hires and established personnel file

Business Computer Training Institute - Tukwila, WA

Director of Instruction - 2001-2002 Established

and achieved strong organizational and change management for education team as it impacted school operations and

student learning. Staff recruitment & retention of instructional staff.

HR Component: Hiring and Onboarding

Advertised employee job openings first, internally, and then, externally, in keeping with company recruitment

policies

Managed the logistics of the recruiting process

Managed interview process including maintaining a filing system that retained qualified applications for one year

Scheduled initial and follow-up interviews, reference checks

Ensured work space, computer and other equipment, mailbox, and appropriate installed software are ready for the

new employee's start day

Conducted new-employee orientation

Prepared paperwork required for new hires and established personnel file

HR Component: Staff Management/Employee Development

Tracked the implementation and accomplishment of employee performance development plans

Successfully realigned staff and student needs through open dialogue, improved orientation process, increased

communication, and morale boosting activities

Improved student retention and satisfaction by 24% in 6-month period

Improved staff satisfaction through direct communication by serving as a conduit of information, providing

awareness of the larger picture and explaining how important staff contributions are to that picture

National Auctioneer’s Association - Overland Park, KS

Director of Education 1999- 2000

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As a senior Association staff member, responsible for implementing leadership and teamwork behaviors throughout the

organization. Developed and implemented programs related to educational programs for the membership and other

auction professionals. Engaged and motivated to develop this new position within the association.

HR Components: Training and Development

Coordinated and oversaw development of nationwide continuing education program

Scheduled participants into training sessions based on specialty

Developed tracking system for all training programs

Concorde Career Institute - Kansas City, MO

Director of Student Services 1996-1999

This position was new to the Institute which required creativity and strong problem-solving skills. Responsible for leading

campus student services towards continuous improvements in student satisfaction and retention outcomes. Created and

conducted new student orientation. Expanded this position to a fully functioning department with staff. Initiated chapter of

National Vocational Technical Honor Society resulting in improved student morale and motivation towards academic

success.

HR Component: Onboarding

Developed new curriculum to supplement skill sets necessary for student success

Through implementation of various retention strategies including study courses, learning style identification,

retention among student population increased 23% within 18 months

HR Component: Staffing

Crafted job descriptions for new positions within department – interviewed and hired exceptional staff for thes e

positions

Tracked the implementation and accomplishment of the employee performance development plans

Maintained personnel files in compliance with applicable legal requirements.

PROFESSIONAL AFFILIATIONS

Society for Human Resource Management, Member since June 2013

Snohomish County Human Resources Association, Member since June 2013

COMMUNITY INVOLVEMENT

4H, Member and Volunteer, since 2014

Girl Scouts of America, Troop Leader, since 2009

Facilitate activities to enhance leadership development for young women; manage budgets, organize fundraisers and

events.

Seattle Hill Elementary, Art Docent, since 2009

Plan and lead interactive art lessons for elementary- aged children based on Washington state-mandated art concepts.

Seattle Hill Elementary, Volunteer, since 2009

Primary contact between teacher and parents to coordinate classroom volunteers, social events, and actively participate

in 1:1 and group activities for science, math, reading and spelling.

Snohomish County Mental Health Board, Community Liaison, 2008-2009

The Advisory Board provides advocacy and community input for community mental health concerns.

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