Customer Service Human Resources

Kathleen Houston

Saint Louis, MO.

Phone: 314-***-**** Email: ***************@*********.*** www.linkedin.com/in/kathleenhouston1 LEARNING & DEVELOPMENT- HUMAN RESOURCES PROFESSIONAL

~ Thrives in a Fast-Paced, Demanding Environment ~ Creative, confident and high-performance professional credited with 15+ years experience in Learning and Development, Human Resources, and Quality Assurance within highly competitive organizations. Passionate Leader and Change Agent fervent about making a difference in the internal and external customer experience by applying shared company core values. PROFILE

Respected Human Resources Leader, who sets achievable goals by cultivating and maintaining a culturally sensitive, collaborative environment; solutions oriented with an innate ability to think outside the box to achieve a swift but desirable resolution to issues and concerns.

Learning and Development Professional, excellent at motivating and coaching others to co-develop goals and encourage them to reach beyond perceived limits; monitors adherence to corporate policies and procedures.

Catalyst for Quality Assurance- Performance Management skills utilized to ensure quality service and effective communication for internal/external customers through call monitoring, calibration, coaching and training. Ability to accurately analyze data and communicate trends.

Passionate Motivator, who thrives on development and encouragement of employees, advocating professional maturity as the core necessity for success; possessing a positive, contagious energy and willingness to work as a team player as well as a team leader. CORE COMPETENCIES

STRATEGIC PLANNING & ORGANIZATIONAL LEADERSHIP SERVICE QUALITY MANAGEMENT STAFF TRAINING & RECRUITING HUMAN RESOURCES MANAGEMENT MULTI-LEVEL COMMUNICATOR COMPUTER PROFICIENCIES AND ADAPTABILITY TO PROGRAMS SPECIFIC TO BUSINESS

PROFESSIONAL EXPERIENCE

SCRUBS AND BEYOND, Saint Louis, Missouri 2013- 2015 Key player in the restructuring of the Human Resources department supporting 150 national retail stores with over 1000 employees.

Primary Responsibilities:

Developing and maintaining employee manuals, policies and procedures, researching compensation structures, conducting orientations and terminations.

Creating consistent and accurate job descriptions company-wide; including Fair Labor Standards Act (FLSA) compliance.

Providing support with Talent, Acquisition & Placement through data management. Catalyst in creating a collaborative company culture by planning and organizing company events including United Way campaign, Book Fairs, and Holiday luncheons. Kathleen Houston

Saint Louis, MO.

Phone: 314-***-**** Email: ***************@*********.*** www.linkedin.com/in/kathleenhouston1

Recognized within first 60 days in position as “Associate of the Month” for excellence in building department partnerships, and identifying and implementing engagement events to positively impact the company culture.

Successful in role as point person during 6 month implementation of new T & A system for 1000+ employees. Providing on-going written and verbal communication on system changes. Partnering with IT department.

MACY’S CREDIT CUSTOMER SERVICES, Saint Louis, Missouri 1996 - 2013 Manager- Learning and Development (2005-2013)

Responsible for the development and management of the Facilitation staff at the Customer Service Call Center. Primary Responsibilities:

Provide strategic direction, manage, plan, and monitor the execution of all training programs ensuring curriculum is implemented and facilitated as designed within the designated timeline. Drive efforts and monitor metrics, policies and procedures and measurements for training success. Drive consistent follow-up evaluation of all training events. Serve as liaison between operation departments, HR and internal/external training partners. Responsible for planning, directing, and coaching direct reports.

Honored with the “Macy’s Magic” award for successful implementation of the global four center objective to Restructure and Centralize the Learning & Development department. Maintained full accountability overseeing the daily operations of 10 facilitators and 5 coordinators. Surpassed objectives by facilitating 12 Executive Trainings, 4 Leadership Conferences, and guest presentations at Mentor Circles.

Unified 126 Associates, Supervisors and Executives into one department resulting in gained efficiency, improved quality and increased consistency/accountability. Supported facilitation of 1,700 classes across four centers, training 23,092 employees

Reduced overall cost of training by 60% and increased ROI without compromising quality New-Hire Training Supervisor (1999-2005)

Facilitated training and skill development for all new hires with a primary focus on third party Collection. Developed and implemented training programs for executives, supervisors and associates. Supported operations by evaluating skill assessments, call monitoring, and providing coaching and feedback. Annual recipient of Supervisory awards and recognition for Leadership and Excellence. Automated Call Distribution Supervisor (1996-1999) Supervised team of 15-20 collectors utilizing automated calling system for customer inquiries. Capitalized on supervisory skills to write and deliver reviews, monitor attendance, and perform disciplinary duties. EDUCATION AND PROFESSIONAL DEVELOPMENT

Bachelor of Science- Mass Communications, Truman University Learning & Development -Training Certification (annually); Diversity - Training Certification (annually) E-Learning – Facilitation Development 2013; Design & Implementation -Training Seminar 2012

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