Customer Service Human Resources

Amy L Thomson

***** ******* **.

Bowling Green, OH 43402

Email: ********@*****.***

Cell: 419-***-****

QUALIFICATIONS

Over twenty years experience as an integral leader and partner in developing, executing and sustaining the organizational structure needed to achieve both short and long term strategic objectives through employee development, process analysis, benchmarking, workforce planning, policy and procedural development, improved business operations and fiscal management.

WORK EXPERIENCE

Bowling Green State University, Bowling Green, OH October 2003 to present.

Assistant Director, BGSU Bookstore (7/06 to present) Responsible for all operational areas (excluding textbooks and marketing) within the stores; including financial operations and analysis, student employment, policy and procedure development, customer service, accounting, cash office, purchasing, shipping and receiving, budget development and administration, operational analysis, benchmarking, strategic planning and goal setting. Provide effective, constructive and appropriate feedback and leadership to direct reports to foster positive, team atmosphere and ensure personal and professional development. Serve as bookstore liaison to Human Resources and Student Employment to coordinate all HR functions for the stores. Work closely with marketing team to plan, develop and administer marketing campaigns to increase sales and promote bookstore services.

Accomplishments:

Developed formalized recruiting, training and development program for student employee workforce, including internships and co-ops. Created mutually beneficial relationship for students to continue their professional development while contributing to the success of the bookstore.

Developed and implemented procedures and productivity standards to minimize payroll costs. Developed reorganization plan which modified and realigned job functions allowing payroll reductions of nearly 50% over a three year period, without negatively impacting customer service.

Identified opportunities to improve ROI, inventory turns and cash flow through inventory management. Negotiated terms and provide oversight for inventory management consultant which has reduced inventory for resale by 27% over the last year.

Worked with the Controller’s Office and Internal Audit to develop and initiate procedures to utilize Bookstore staff to complete cycle counts and annual physical inventory, reducing third party expense by nearly $20,000 annually while improving inventory accuracy.

Worked with Financial Aid, Bursar’s Office, Enrollment Management and ITS to develop and initiate the Bookstore Financial Aid Opt In and Rollover program which allows students the opportunity to obtain lower priced used and rental books through earlier access to their financial aid money.

Integral part of development and implementation of BGSU Choose, which allows students to comparison shop for course materials from multiple vendors directly from their class schedule. Administer all competitive pricing, analytics and affiliate fee reconciliation. Utilize reports to benchmark market share and project future sales.

Project lead for two upgrades to security cameras. Worked closely with Construction and Design on various projects including the Falcon Team Store, Firelands Store Remodel and Ziggabyte relocation.

Operations Manager. (10/03 to 6/06) Oversaw all operational and financial management of the University Bookstores. Responsibilities included fiscal oversight and bookstore operations management including establishment of goals for operations staff, conducting benchmarking, sales projections and analysis, development and administration of budgets, supervision of Accounts Payable, Accounts Receivable and payroll functions, purchases of operational equipment, AIP preparation and financial reporting.

Defiance Precision Products, Plant 3 (Division of GT Technologies), Upper Sandusky, OH September 2002 to October 2003.

Human Resources Manager. Duties included interviewing, selection and orientation for exempt and non-exempt employees. Responsibilities included job descriptions, pay matrixes, employee handbook, policies and procedures for all positions, union avoidance and monitoring market competitiveness of wages. Developed training guidelines and coached managers in initiating and monitoring employee development, performance appraisals and improvement plans. Served as employee advocate in grievance and dispute resolution including handbook and policy interpretation, recommending resolution to management team and enforcement of discipline. Oversaw drug testing, pre-employment background checks and new employee orientation program. Wrote and conducted employee training programs. Administered Workers Compensation and FMLA programs. Responsible for facility safety training and OSHA compliance. Participated in DPP Plants 1 and 2 union contract negotiations. Oversaw and administered compliance with state and federal employment laws including FLSA, ADA, FMLA, hiring, benefits, Worker's Compensation, Affirmative Action and Equal Opportunity Employment, unemployment and various other compliance programs.

Accomplishments:

Successfully avoided unionization attempt through employee education, verbal and written communication and employee development.

Reduced workers compensation claims and injuries 15%. Reducing recordable events and time off.

Initiated monthly staff meetings, improved communication and utilized team building exercises focusing on professional development of management personnel.

As a member of corporate Leadership Training Focus Group, worked with the University of Toledo, to develop a 15 week management training program on coaching, mentoring, team development, performance improvement and motivation.

Norweco, Inc., Norwalk, OH. January 1997 to September 2002

Vice President, Human Resources. (4/02 to 9/02) In addition to the duties of the Human Resources Manager, responsibilities included strategic planning, organizational development, coordination and execution of organizational planning initiatives and development programs. Oversaw and coordinated all functions of human resources including administration of all employee insurance and benefit programs, Worker’s Compensation, dispute resolution, discipline, policy interpretation, payroll, employment, training, employee relations, resolution of workplace problems, benefits, project management, compliance with state and federal employment laws including FLSA, ADA, hiring, benefits, Affirmative Action and Equal Opportunity Employment, unemployment and various other compliance programs, government reporting, and compensation. Member of executive leadership team and advised senior management on all Human Resources issues.

Accomplishments:

Served as Champion on OSHA safety committee to obtain SHARP certification.

Researched, designed, implemented and administered benefits plans for health, welfare, time off, and other benefits services. Established and administered 401(k) program.

Administered team building, reward and recognition programs and events to improve work teams, production environment and employee morale.

Human Resources Manager. (1/98 to 4/02) Responsibilities included interviewing, employment testing, selection and orientation of new employees. Assisted managers in policy interpretation, discipline, and initiating and monitoring employee development plans. Managed the design, vendor negotiation, delivery, implementation and maintenance of benefits programs, including, but not limited to health and welfare plans, Workers Compensation retirement plans, income protection programs, leave of absence policies and other perks. Managed the documentation and communication of benefits plans, required notices, amendments, etc. and assured company compliance with provisions of ERISA. Identified benefit trends and practices. Monitored effectiveness of existing compensation policies, guidelines and procedures, recommending revisions and new cost effective plan designs that were consistent with compensation trends and Company objectives. Participated in benefit related market surveys. Supported compliance by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, and the Company’s policies and procedures. Prepared company payroll. Responsible for publication of company newsletter. Negotiated contracts and served as Network Administer for company network functions and assisted with in-house computer training.

Accomplishments:

Developed Employee Handbook.

Developed job descriptions, pay grades and procedures for all positions. Monitored market competitiveness of wages.

Developed succession planning and strategic planning for current and future workforce.

Wrote and facilitated employee training programs and Distributor Factory Training Schools.

Assisted in planning and development of award winning corporate website www.norweco.com.

Office Manager. (1/97 to 1/98) Responsibilities included supervision and coordination of all office personnel and all company human resources functions. Conducted employee performance reviews and implemented employee development programs for immediate staff of 10 employees. Prepared various management and corporate reporting documents, registrations, and licensing agreements. Negotiated contracts for new operating network, system service support, software support, and office equipment purchases.

Accomplishments:

Developed corporate policy manual.

Coordinated computerization of all operational functions within the organization, including development of system requirements, negotiated purchase, implemented conversions and trained personnel on computer programs in inventory, sales, purchasing and shipping departments.

Served as interim Controller for twelve week period due to a medical leave.

INTEGRATED SERVICES GROUP, INC. Lima, OH. January 1994 to January 1997.

Controller. (10/95 to 1/97) Responsibilities included all financial management functions for specialty contractor including the holding company and four subsidiary companies. Responsibilities included preparation of monthly and quarterly financial statements, AIA accounts receivable documentation, daily cash analysis and forecasting, budgeting, job costing, accounts payable, union and non-union payroll, and all payroll tax reporting documents. Administered employee benefits programs, Workers Compensation and risk management functions. Maintained a working knowledge of human resources related state and federal laws, and participated in opportunities for professional development Establish relationships with benefit consultants, insurance carriers, and outsourced vendors. Acted as liaison to obtain information for claims and data utilization and enrollment information. Monitored performance of benefit consultants and other vendors to ensure adherence to plan contracts, distribution of accurate plan documents, and satisfactory resolution of issues. Implemented and maintained LAN and accounting software.

Office Manager. (1/94 to 10/95) Managed all human resources functions for the company. Oversaw compliance with state and federal employment laws including FLSA, ADA, hiring, benefits, Workers Compensation, Affirmative Action and Equal Opportunity Employment, unemployment and various other compliance programs. Recruited, interviewed, selected, and trained office staff. Conducted employee performance reviews. Monitored and administered benefits, vacation and medical leave. Negotiated, implemented and administered 401(k) and group insurance programs. Developed corporate policy manual. Developed requirements, negotiated, purchased and implemented computer hardware and software. Responsibilities included supervision and coordination of office personnel. Prepared various management and corporate reporting documents, registrations, and licensing applications. Prepared and maintained departmental budgets. Assisted with various accounting duties.

NATIONWIDE INSURANCE Columbus, OH. April 1989 to November 1993.

Accountant - Investment Product Operations. Performed financial management functions, including daily cash analysis and funding functions for over 40 accounts with fund movement of approximately $10,000,000 daily while working under numerous NASD and government regulations and deadlines. Other duties included general ledger entries on multiple ledgers, compiling and analyzing monthly reports, identifying and correcting general ledger discrepancies on over forty bank accounts. Served as primary backup for absent personnel in cash receipts department. Developed and facilitated orientation and training programs for division employees. Facilitated classes for Corporate HR Department in Quality Service Circles, Customer Service, Investment Product Operations University, and Train the Trainer. Wrote and updated departmental procedures.

EDUCATION

Bachelor of Science in Business Administration. Bowling Green State University, Bowling Green, OH. Human Resources major with a strong emphasis in Accounting and a Specialization in Production and Procurement.

Proficient in Microsoft Office Suite, email, web browsers, PeopleSoft FMS and CSS, MBS, ADP Payroll Processing Systems, Great Plains and Crystal Reports.

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