Customer Service Human Resources

MARGO E. GILMORE

*** ******* ****** *********, ******* 32940 321-***-****

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

SUMMARY

A dedicated and skilled Human Resources and Training Executive, with

extensive generalist and management experience. Excellent

interpersonal and communication skills, and the ability to interact

effectively with all levels of an organization. Skilled in all

aspects of HR management, including strategic planning, employee

relations, training and development, talent management, HR services,

and HR policy and compliance. Demonstrates a tactical business

perspective and strong leadership skills to boost employee morale and

drive organizational performance.

EXPERIENCE

SPACE COAST CREDIT UNION, Melbourne, Florida

Manager, Training and Development, 2009-2015

Managed the training and development function for a $3 billion financial

institution employing approximately 800 employees. Collaborated with

retail leaders to address training needs and oversaw all management

development training, including design and delivery of management-related

topics, such as recruiting and hiring training, problem-solving, managing

performance, sales training and coaching.

. Led all process training for performance management, employment law,

coaching, recruiting and hiring.

. Assisted in crafting curriculum and working with company directors to

ensure all division representation.

. Oversaw corporate-wide sales training initiative, increasing referrals

and cross-sales by 10%.

. Performed course development and design, using blended learning,

including e-learning course design and instructor-led training.

. Developed and designed e-learning courses to follow core values and

uncommon management criteria and behaviors expected of all employees

and managers.

. Customized and implemented LMS system to include curriculums for

various departments.

. Created performance metrics for trainers to include satisfaction and

effectiveness ratings.

. Led the training effort for one of the largest credit union mergers and

systems conversion in credit union history - met or exceeded all

deadlines and provided a trained workforce of over 300 people on a new

banking system.

. Mentored a team of six trainers and sought growth and development

opportunities to enhance their skills.

Human Resources Manager, 2003-2009

Managed all Human Resources functions, including recruitment, training and

benefits administration for SCCU, a $1billion financial institution

employing approximately 400 employees.

. Reduced time-to-hire 15% by working with recruiting team and managers

to create effective job profiles.

. Implemented online appraisal system (Appraisal Smart), which included

platform construction, ensuring creation of appraisal templates for all

organizational jobs.

. Automated employee handbook to Web-based tool, ensuring current and up-

to-date policies and procedures.

. Created Web-based supervisor's handbook for utilization within manager

and mentor program.

. Key contributor to investigatory process on employee complaints and won

both EEOC suits.

. Designed and conducted Supervisory Training for all entry-level

supervisors and new managers, including writing the supervisor's

manual. Training included programs on employment law, decision-making,

providing performance and coaching feedback, and managing employee

leaves of absence.

ADDITIONAL EXPERIENCE

SYMMES MAINI & MCKEE ASSOCIATES, INC., Cambridge, Massachusetts, Director

of Human Resources and Training, Senior Associate, 1999-2003. Designed and

implemented formal mentoring program to prepare individuals for advancement

and senior-level positions. Designed and facilitated formal training

programs for department managers on interviewing and hiring, conducting

performance appraisals, discipline and termination discussions, and

understanding FMLA and ADA regulations. Revised and implemented human

resources policies while writing facility's Emergency Action Plan and

partnering in achieving ISO 9000 certification.

MASSBANK FOR SAVINGS, Reading, Massachusetts, Assistant Vice President,

Human Resources and Training, 1994-1999. Implemented internal reward and

recognition program for outstanding internal customer service. Designed

and facilitated sales management program for branch managers to implement

bank-wide sales incentive and reward program. Presented yearly goals and

achievements to board of directors annually. Training Director, 1993-1994.

Devised teller training program and conducted setup of simulated branch

for teller training. Created in-house educational and training programs

for sales and service training. Worked with vendors to select and provide

in-house software training for staff. Trained and managed computer upgrade

to banking system.

UST CORPORATION, Boston, Massachusetts, Corporate Training Officer, 1989-

1993. Delivered in-house teller training programs and various programs,

including customer service training, stress management and supervisory

skills. Assisted with new-hire interviewing.

PROVIDENT INSTITUTION FOR SAVINGS, Boston, Massachusetts, Teller Trainer,

Assistant Head Teller, Teller, 1985-1989.

EDUCATION

NEW ENGLAND CONSERVATORY, Boston, Massachusetts

B.A., 1984

CERTIFICATIONS

Myers-Briggs, 2007

PHR, 1996

Human Resource Management, 1996

AFFILIATIONS

Society for Human Resource Management

Space Coast Human Resources Association

Toastmasters International - Certified Toastmaster (CTM)

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