Customer Service Human Resource

Kelly Mora

**** ******* **** *********, ** ****1 859-***-**** ******@****.******.***

HUMAN RESOURCES GENERALIST

Extensive background in HR generalist affairs 5+ years, including experience in employee recruitment and retention, staff development, mediation, conflict resolution, benefits and compensation, HR records management, HR policies development and legal compliance.

Demonstrated success in negotiating win-win compromises, developing teambuilding programs, and writing personnel manuals, corporate policies, job descriptions and management reports.

HR SKILLS

Safety/OSHA Compliance

Employment Law FMLA/ADA/EEO/WC

Mediation & Advocacy

HR Policies & Procedures

OSHA – 30 Hour card

Staff Recruitment & Retention

Employee Relations

Alternative Dispute Resolution (ADR)

Benefits Administration

HR Program/Project Management

Payroll Administration (ADP)

Orientation & On-Boarding

HRIS Technologies

Training & Development

Performance Management

Organizational Development

EEOC

PROFESSIONAL EXPERIENCE

Gerber’s Poultry -- Kidron, OH

Poultry products from Egg to table by certified humane hatcher, farm operations, processing facility, certified humane as well as certified Global Food Safety Initiative (GFSI) safe

HR Manager/Safety, October 2015- March 2016

As the Human Resource Manager, updated and initiated, post 3rd party independent audit, to confirm company in line to local, state and federal regulations regarding all Department of Labor documents and forms, fair labor practices, updated and built consistency in a position that was absent for 9 months; Worked with the CCO & family suggesting updated HR policies and procedures; recruit employees, COBRA Compliant, and developed orientation, training and safety programs. Managed a department of 2, initiated plan to expand to a department of 6.

Key Results:

Played a key role in ensuring the successful updating of Human Resource department, which is necessary for the positive growth of both the employee and company. Structured and implemented programs and policies in the areas of training, compensation, benefits packages, incentives, employee files, and new-employee orientation.

Fostered a professional/team/open-door environment in a previously tarnished Department conducive to positive dialogue across the organization. Personal efforts were cited as the driving force behind a raise in all departments willingness to come to the Human Resource Department.

Developed and administered to competitive pay scales based on Job, location of company, and an individual scale to be more competitive in the industry and area.

Devised and plan of attention for “Overtime Salary Threshold” in the event of passing.

Instituted an Open Enrollment that was more efficient and reached all 500+ employees equally

Reduced exposure with COBRA TPA when audit revealed a break in offering COBRA and administering to COBRA properly

Suggested multiple employee handbooks covering Corporate, Retail, Farm, and Production individually addressing issues including disciplinary procedures, code of conduct, attendance policy, and benefits information to name a few sections.

Revised job descriptions across all levels and 20+ categories. "Shadowed" and interviewed employees to construct an accurate picture of the duties and skills required for each position.

Established consistency within a department/company on all levels of disciplinary action, code of conduct, company policies, and procedures.

Monarch Steel -- Cleveland, OH

Provides processing service in the steel industry for manufacturing in need of specific sized rolled/coiled steel, cut to length steel, and steel blanks.

HR Generalist/Manager, August 2014- October 2015

As a Human Resource Department of one, updated and built consistency in a position that was not in place with previous personnel; Worked with the CFO to update HR policies and procedures; recruit employees, create group benefits databases, and developed orientation, training and incentive programs. Manage leave-of-absence programs and personnel records; Administer benefit enrollment and programs.

Key Results:

Played a key role in ensuring the successful updating of Human Resource department of one, which is necessary for the positive growth of both the employee and company. Structured and implemented programs and policies in the areas of training, compensation, benefits packages, incentives, employee files, and new-employee orientation.

Fostered a professional/team/open-door environment conducive to positive dialogue across the organization. Personal efforts were cited as the driving force behind a raise in plants’ employee-relations where low morale was a norm.

Developed and administered to salary offers at both the exempt and nonexempt level.

Brought workers' compensation program, into full compliance. Updated preferred providers list and trained associates on procedures to follow in case of injury.

Reduced benefits costs by 16% through meticulous auditing, recordkeeping and ensuring that company did not pay for benefits for which employees were ineligible or for employees whom were on longer participating in any particular benefits program.

Updated employee handbook covering issues including disciplinary procedures, code of conduct, FMLA policy, employment, harassment, employee conduct, and benefits information to name a few sections.

Revised job descriptions across all levels and 20+ categories. "Shadowed" and interviewed employees to construct an accurate picture of the duties and skills required for each position.

Established consistency within a department/company on all levels of disciplinary action, code of conduct, company policies, and procedures.

Established a need and contract with a Workplace Law firm to assist with work-place related legal issues.

Fannie May/Harry London Chocolates -- Green, OH

large gourmet chocolatier/confectioner under the 1-800-flowers family of companies.

HR Intern, June 2014 – August 2014

Brought in to fulfill a broad range of HR functions, including recruiting and orientation for both Spanish and English speakers, administering to all questions by Spanish speaking employees dealing with benefits, payroll, on-boarding of seasonal employees, translating disciplinary action and filing HR records. Chaired annual intern company picnic committee, responsible for organizing annual company picnic for 800 employees.

Key Results:

Translated entire seasonal associate handbook, Orientation checklist, Personal action form, and other documents related to the hiring process, and internal communications.

Recruited for 10+ full time positions within production and warehouse locations.

Provided a liaison for Spanish speaking seasonal, part-time, and full time employees.

Back up for ADP Payroll processing in the absence of Payroll and Benefits coordinator.

Radisson Hotel -- Fairlawn, OH

Hotel and Hospitality

Front Desk Representative, October 2012 – June 2014

Provided Customer Service for guests, checking in/out guests, followed through on guest concerns to the satisfaction of the guest, developed an organizational plan to streamline the check in/out process due maximum occupancy times, established high standards for the front desk to boost a positive customer experience, while obtaining my degree from the University of Akron.

Key Results:

Increased positive rating and experiences of guest during renovation and new management transition

Multiple TripAdvisor references of positive experience while staying in Hotel

Country Inn & Suites – Cuyahoga Falls, OH

Hotel and Hospitality

Front Desk Representative, May 2011 – October 2012

Provided Customer Service for guests, checking in/out guests, followed through on guest concerns to the satisfaction of the guest, Shift management and change over checklist, developed an organizational plan to streamline the check in/out process due maximum occupancy times, established high standards for the front desk to boost a positive customer experience, while obtaining my degree from the University of Akron.

Key Results:

Increased positive rating and experiences of guest Mentoring new front desk manager in to role without prior management experience

Multiple TripAdvisor references of positive experience while staying in Hotel

McDonalds – Wooster, OH

Fast Food Restaurant

Crew Trainer, August 2009 – May 2011, while obtaining my degree from the University of Akron.

Robert Half International – Lexington, KY

International Staffing Company offering staffing solutions for Administrative, Human Resources, Accounting, Information Technologies, and Executive Placement

Account Executive, February 2007 – August 2009

Developed and grew an existing client base by marketing our services for contract and contract to full-time staffing solutions. Made telephone calls and conducted in-person meetings with key managers to senior-level executives for the purpose of administering to each company’s staffing needs. Solidified Robert Half’s presence in the Lexington marketplace through consistent participation in networking organizations and networking events. Contacted supervisors to determine candidate's viability and performance to support and resolve specific client needs. Strategized with teammates to accomplish weekly business growth goals.

Key Results:

Reached 52 week high growth goals 72 weeks out of the 130 weeks of employment, 55% in multiple sub-companies under the Robert Half Umbrella of professional staffing departments.

Expanded client base to assist in the staffing needs of local insurance companies, where no such presence existed prior

Developed and mentored new account representatives

Tower Hill Insurance Group – Gainesville, FL & Lexington, KY

Property & Casualty Insurance Company providing various insurance products for insureds in the state of Florida

Human Resource Generalist/Customer Service Manager/Trainer/Claims Supervisor/Claims Adjuster/Underwriter/Marketing Representative/Customer Service Representative, August 1999 – February 2007

Grew with a fast growing Managing General Agent (MGA) in the property and casualty insurance market through its transition into an independent policy writing company.

Key Results:

Established companies only satellite claims office, with call center, claims adjusters, training center, with additional space to house catastrophe team base with a capacity of 100 Temporary Customer Service Representatives, 100 Temporary Claims Adjusters, and other various offices within the building, handling 300,000 catastrophe insurance claims.

Eight promotion or lateral moves within the organization while expanding my knowledge to better contribute to the companies fast growth

Provided a liaison for Spanish speaking insureds, vendors, contractors, in the development of first bi-lingual claims handling department.

Assisted in the development of an Excess & Surplus department to provide coverage in an ever expanding market in the state of Florida.

EDUCATION & CERTIFICATIONS

The University of Akron – Akron, OH

Bachelor of Arts (BA) in Psychology (with honors), 2014

Double Minor in Child & Family Development

Activities: Involved with Undergraduate Student Government as a justice (August 2011-December 2014), member of national Society of Leadership and Success, and worked concurrently during college as a front desk representative for Radisson Hotels and Country Inn & Suites.

OF NOTE

Professional Development:

Complete ongoing training in the areas of compensation and benefits, employee and labor relations, leaves of absence, workers' compensation and workplace safety/security.

Affiliations:

Society for Human Resource Management (SHRM)

Computer Skills:

HRIS applications (PeopleSoft Enterprise Human Resources, ADP)

MS Office (Word, Excel, PowerPoint, Access, Outlook)

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