Customer Service Human Resources

Tracey Young

** ********** ******, ******** **, L1M 0C2 Tel: 905-***-**** Email: **********@*****.**

Call center professional with 15+ years’ experience spanning Customer Service, recruitment, selection, onboarding, employee relations, training, and development in a variety of small- and large-scale corporate environments.

Offers a career history of success in making value-added contributions in improving recruitment and selection processes and enhancing employee satisfaction and engagement. Brings a proven ability to establish human resources as a key partner in attaining organizational objectives, and ensure the acquisition of qualified, best fit candidates for any position. Possesses sound knowledge of HR management and payroll software solutions, including SAP, Kronos, ADP, PCPW, pay@work, and Total Access. Demonstrates nuanced capabilities in recognizing and capitalizing on employees’ motivations to inspire consistent high performance.

AREAS OF EXPERTISE

15 yrs. experience with Ez labour Time and Attendance application

Ensured SLA’s and Service objectives were met and exceeded

Delivered training for new programs and procedures.

Employee Relations

Proficient with MS Office, Symposium and People Soft.

Employee Morale & Engagement

Experience working with a number of difference CRMs- PCPW, SAP, ADP, Ceridian

When and if objectives were not meeting expectations, delivered regular coaching sessions.

When necessary delivered written, verbal warnings.

Occupational Health & Safety

Human Resources Information Systems

WSIB Claims Processing

Developed coaching logs at HTMT and SONY

LANGUAGES

Fluent in English and French

PROFESSIONAL EXPERIENCE

People Resources Executive Administrator

Markham, ON Nov 27, 2014-

Delta Hotels, Markham ON Contract

To facilitate the management of human resources within Delta Markham and provide consultation to the other two (2) Nor-Sham properties, the Holiday Inn Toronto/Mississauga, and the Best Western Roehampton Hotel and Suites. Responsible for all Human Resource functions related to recruitment & selection, orientation & training, wage & salary administration, benefit administration, Labour relations, Workers’ Compensation, and Health & Safety. Also responsible for ensuring compliance to legislative requirements as act as set out in the following legislation: Workers’ Compensation Act,

ONSTAR CUSTOMER SERVICE ADVISOR 2014

Minacs, Oshawa, ON

Brought on board with this customer service management company to field inbound customer service calls from owners of GM vehicles regarding the OnStar GPS navigation system, provide directions, and lead device troubleshooting.

PAYROLL/HR SPECIALIST 2008-2014

HRG Worldwide, Toronto, On

Tapped by this international corporate services provider to oversee various human resources management and payroll administration functions. Assumed accountabilities in recruitment, candidate interviewing, and selection for various roles, processing for semi-monthly payroll transmission for hourly and salaried employees, and management of benefits.

Developed and rolled out various HR communications and policies and assumed authority for maintaining and updating employee records for 500+ personnel using the HRIS system.

Spearheaded the implementation of the ezLabor time and attendance system, taking the lead in researching and selecting a vendor, educating management and staff, and improving overall accountability for payroll functions.

TRACEY YOUNG P2

PROFESSIONAL EXPERIENCE CONTINUED…

HR CONSULTANT 2007-2008

SONY Pictures Releasing, Toronto, ON

Brought on board with this film distribution company to administer recruitment, payroll, and employee relations functions for a staff of 400. Managed employee expenses, pension plans, and benefits, and took the lead in maintaining accurate and up-to-date employee records within the internal HRIS.

Submitted weekly payroll for 400+ employees, managed on-time reimbursement for expenses for the sales and marketing groups, and oversaw Registered Pension and Employee Profit Sharing Plans.

Spearheaded SONY’s registration with the WSIB, managed employee claims submissions and payments, and served as an advisory resource regarding WSIB policies and processes.

Completed accurate journal entries using SAP and maintained authority for tracking and updating employee records, changes in status, and other pertinent HR data in IHRS.

Ensured complete and accurate reporting for multiple divisions operating in Canada and the United States, and proactively mitigated interruptions to system operations for both countries.

Introduced a social committee to promote increased employee satisfaction and engagement, while fostering a collaborative, team-oriented workplace environment.

MANAGER – DISPUTE CONTACT CENTRE 2006-2007

Canadian Imperial Bank of Commerce, Toronto, ON

Engaged with this leading Canadian financial institution to provide leadership and direction to a team of dispute contact centre supervisors tasked with ensuring consistent delivery on customer satisfaction and service level targets.

Instilled trust, belonging, creativity, and excitement in the workplace environment by demonstrating strong leadership skills and upholding consistent accountability in order to motivate a high performing workforce.

Provided in-depth coaching and mentorship to direct reports on the customer relationship cycle, and promoted development of the necessary problem solving and communications skills to support timely service delivery.

Met and exceed departmental targets.

HUMAN RESOURCES ADVISOR/OPERATIONS MANAGER 2000-2006

HTMT Canada, Toronto, ON

Joined the staff of this third party call centre to develop, implement, and manage recruitment and selection processes and targets in line with corporate and client objectives, including a complete redesign of new hire orientation programs.

Spurred the overhaul of recruitment, selection, and onboarding processes resulting in an efficient and effective system capable of identifying and retaining strong call centre agents, supervisors, managers, HR, and QA professionals.

Conducted a review of the recruitment evaluation system to ensure the selection of candidates with the right fit and skill set for the organization and implemented job fairs to expand the pool of call centre candidates.

Built out the recruiting department from the ground up, documenting the full range of organizational policies and procedures and putting in place recruitment tracking, reporting, testing, and due diligence systems.

Created and applied metrics and performance indicators to track interview success ratios and identify areas of need for interview coaching, and delivered attendance management workshops to lower absenteeism from 40% to 25%.

Managed investigations and recommended solutions to employee complaints, striving continuously to bring about positive resolutions and reduce reoccurrence of long-term problems.

Ensured the timely and effective resolutions of employee satisfaction and morale issues, yielding a significant reduction in opportunities for litigation and other legal action.

Provided for overall day-to-day administration of employee compensation and maintained a consistent focus on ensuring 100% accuracy in partnership with third party vendor ADP Canada.

EDUCATION & PROFESSIONAL DEVELOPMENT

Business Administration Diploma in Human Resources Management, St. Lawrence College, Kingston ON

Bachelor of Arts in Psychology with Minor in Philosophy, Carleton University, Ottawa ON

CPA Certification Level I

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