Manager Customer Service
Resume:
Phil McGrath
Searcy, AR *****
*************@*****.***
Professional Summary
Accomplished Human Resource professional with an extensive breadth of leadership experience in administration of all HR functions and capable of building strong collaborative employee and management relationships. Accountable for the coordination and implementation of efficient employee strategies with the ability to work in partnership with site and corporate resources addressing workforce needs and by providing hands-on support at all levels of the organization.
Summary of expertise and experiences include:
Staffing, Recruitment & On-boarding
Continuous Improvement/Kaizen Initiatives
Performance Management & HR Strategy
Best Business Practices
Workforce Planning & Development
Benefits Administration
Union Avoidance and Labor Relations
Retention and Leadership Development
Demonstrated skills providing formal and informal leadership and development in all areas of the organization, particularly in employee culture, business alignment and change management at the individual, team and organizational levels. Recognized for my ability to think strategically and establish, articulate, and implement a vision for the organization.
Education
M.A., Negotiation & Conflict Resolution, California St. University, Dominguez Hills, CA
M.S., Industrial Technology, Instructional Design, Purdue University, W. Lafayette, IN
B.A., Organizational Communication, Arizona State University, Tempe, AZ
Professional Experience
Schulze & Burch Biscuit Co., Searcy, AR Feb 2014 – Oct 2015
Director of HR, Training and Employee Safety (Company-wide Reduction in Force)
Manage two manufacturing locations, providing administration of all Human Resources, Training and Safety functions to include, recruiting, Front-Line training, benefit administration, statutory compliance, employee relations, performance evaluations, workers compensation, security of facility, employment processes and leadership guidance and support.
Provide direct assistance, guidance and counseling to the General Manager, leadership staff and front-line leaders.
Administer policies and programs for each manufacturing location to ensure compliance and consistent application and enforcement improving employee environment and culture. Zero negative employment liabilities.
Responsible for recruitment, selection and on boarding of 4 new staff members.
Ensure Safety program and training is OSHA compliant; reduction in number of injuries by 20%, reduction of Total Recordable Case Rate from 3.57 to 3.25 and reduction of DART Incidence Rate from 2.08 to .97.
Lead Lean-driven culture that emphasizes a high level of employee participation (4 IMPACT Teams).
Oversee the Succession activities for General Manager, Technical Services Director and Process Engineer.
Bike City, Searcy, AR 2011 - 2015
Business Owner
Owned and operated bicycle business with a full service repair shop. Promoted community cycling and good-will creating positive community cycling participation. Increased the business’s annual revenues, increased profits margins and overall customer satisfaction year-over-year. Created a high recognition and positive acceptance within the business community.
EATON CORP., Searcy, AR 2005 - 2010
Senior HR Manager, Hydraulics Division (Declined Corp. relocation opportunity Ohio or Minnesota)
Responsible for the overall leadership, administration, coordination and evaluation of the Human Resources function within 12 manufacturing sites, driving core employee activities, policies, practices and processes. Implemented and managed the training of all staff including tracking completed trainings. Ensured compliance with government and industry standards and expectations. Championed each facility on Company’s Philosophy, Values and Ethics “Do the Right Thing”, while leading, promoting and enforcing consistent workplace standards. Zero negative employment liabilities.
Received increased leadership, roles and responsibilities from 3 to 6 to12 facilities through strong partnerships with operational, divisional and corporate managers to continuously improve employee performance and increase productivity.
Vigorously promoted “best practices” across all 12 facilities by utilizing a variety of collaborative strategies.
Led company-wide initiatives and strategies for creating “Center of Excellence” sites.
Chief negotiator for 4 unionized facilities, Eden Prairie (IAM), Hutchinson, KS, (IAM); Reynosa, Mexico: Brooklyn, OH, (USW).
Ensured company/union Collective Bargaining Agreements met corporate Labor relations strategies.
Managed all employee/labor relations, collective bargaining agreements including negotiating contracts and settlements, handling all grievances, mediations and arbitrations.
FERRO CORP., Baker, LA 2000 –2005
Regional HR Manager (Promotion and relocation to Searcy, AR Eaton Corp.)
Managed and directed all HR activities executing strategic staffing strategies to meet business requirements. Established and led development of employee/labor relation’s strategies to guide negotiating parameters during contract negotiations. Implemented union-avoidance and employee relation’s strategies at the Baker facility.
Created a cultural change of continuous improvement, operational excellence, leadership, trust and integrity through transformational action plans.
Developed short and long-range plans that were realistic and effective in exceeding organizational and operational needs.
Created HR systems that ensured employees knew how their performance affected their local and overall corporate goals.
Negotiator for Ft Worth’s Collective Bargaining Agreement (PACE).
Reduced financial and litigation risks to the company by successfully investigating and documenting employee and labor relations issues.
Oversaw all Mediation, Arbitration and EEO charges and 4th step grievances.
WABASH NATIONAL CORP., Fort Madison, IA 1997 – 2000
Plant Manager/HR Manager, Over 400 Employees (Plant Closure – New Hire for FERRO Corp.)
As both the Plant Manager & HR Manager, lead the operational planning and the execution of operational, budgets and initiatives with P&L responsibilities. Developed and implemented cost control and labor efficiency initiatives i.e., operational spending reductions, reductions in inventories, and product throughput. Implemented team-centered problem solving strategies on production floor for direct, indirect and salaried employees.
Change-agent for improving site’s organizational culture, monitoring employee moral and managerial effectiveness by making necessary organizational changes.
Created formal employee involvement teams and increased individual ownership and employee moral by 35%.
Effective communicator; possessing a high level of integrity and one who employees considered highly credible.
Managed the Unfair Labor Practices (ULP) charges that the union filed against the company; filed counter ULPs on behalf of the company.
Successfully decertified the United Auto Workers (Local - 1492) 30 plus year’s union at the site.
Past Employment
Assistant Professor, Purdue University
Training and Development Manager, Lear Corporation
Industrial Quality Engineer, Lear Corporation
Site Manager, Precision Scientific
Certifications
Community Coalition Leader Certification
Nissan Kaizen Facilitator
Lominger - Hiring, Promotion and Selection Program
Chrysler Corp. & Mazda’s Lean Supplier Development Program
Mediator, State of Louisiana
Global, DDI Trainer, Zenger-Miller
Supplier Assessor
ISO Assessor
QS9000 Lead Auditor
Peer Review Trainer and Facilitator
Subaru/Isuzu Automotive (DDI – Pre-Employment Lead Assessor)
Community Involvement
WISE Coalition Director
Board Member, Chamber of Commerce
Board Member, Jacobs Place
Rotarian, Searcy
Connect 2 Business Statewide Sponsors;
Customer Service Training for Business Owners &
Front-Line Customer Service Reps Facilitator
Annual Cystic-Fibrosis Bike Tour;
Bike Safety training for Elementary &
Middle School Children
Boy Scouts of America Scout Leader
Youth Basketball Coach
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