Customer Service Management
Resume:
Lucy I Mailloux, PHR
Chandler, AZ 85226
Home: 480-***-**** Email: acuuls@r.postjobfree.com Cell: 480-***-****
EDUCATION
La Salle University
Degree: Master of Arts, Human Resource Management
Degree: Bachelor of Science, Education Administration, Honors: Cum Laude
Cornell University – Master’s Certificate Human Resources
Cornell University –Advanced Certificate in Strategic HR Management and Industrial and Labor Relations
Society of Human Resource Management
Certified Instructor by State Board of Community Colleges of Arizona, Certification #44504
EMPLOYMENT EXPERIENCE
City of Phoenix
Vice-Chair Business and Workforce Development Board Member
May 2014 - Present
Northstar Aerospace
Promoted to – Sr. Human Resource and Environmental, Health and Safety Manager
June 10, 2013 - Present
Responsibilities:
Ensure that the Northstar Aerospace Team adheres to legal requirements and government reporting regulations affecting the Human Resources and safety functions and ensure company policies, procedures, and reporting are within compliance. I successfully maintained all state and federal compliance requirements, FAA, NADCAP, ITAR, ADEQ, etc., and had no violations or penalties issued.
Recruit, interview, and select quality talent for open positions and in building a pool of talent for future growth within the organization. I was able to implement a recruiting and interviewing process for the organization. In addition developed an Apprentice Program partnering with Gateway Community College and outreach organizations.
Facilitate New Hire Orientation to foster a positive work environment.
Facilitate training sessions for the Management Team in interviewing, hiring, employee retention, succession planning, terminations, promotions, performance review, safety, and sexual harassment. I successfully developed the Northstar Leadership Development Program and Supervisor’s Academy.
Manage employee relations by consulting with members of management on appropriate conflict resolution solutions and acting as a liaison to the employees
Developed company policies and the Employee Handbook. In addition, responded to inquiries and resolved issues in regards to company policies, procedures, and programs.
Administer performance review, salary administration and benefit programs to ensure effectiveness, compliance, and equity within the organization. I revised compensation strategy for both non-exempt and exempt staff by implementing a pay for performance program.
Prepare employee separation notices and related documentation, and conduct exit interviews to determine reasons behind separations
Identify areas of improvement through conducting needs analysis, and aid in the problem-solving process in order to increase the professional and personal development of employees while maintaining a positive work environment
Conduct Employee Satisfaction surveys to improve processes and the culture within the work environment. Phoenix location was the first of all the three locations to conduct Employee Satisfaction surveys.
Strategic planning to ensure the HR function is supporting the needs of managers and employees. I achieved all annual performance objectives for .2010 / 2011 / 2012 / 2013 / 2014.
Counsel Managers at all levels on how to coach and develop the professional careers of their employees
Manage training and organizational development activities, which include conducting skill and experience needs analysis, developing metrics for tracking and measuring the effectiveness of the training as necessary to support the needs of the organization. Successfully implemented an Apprentice Program in partnership with Gateway and Mesa Community Colleges
Prompt hazard recognition and containment
Conduct accident investigation to determine root cause and propose resolutions. Created Code Red Teams to conduct risk assessments and implement the root cause and corrective action process.
Conduct health, safety and environmental training.
Ensure continued compliance with federal, state and local EHS requirement. Partnered with City of Phoenix and ADEQ to ensure compliance
Maintain and manage recordkeeping, health and safety statistics reporting
Use the leadership drive safety initiatives to the forefront of the local facility. Implemented a Senior Leadership Safety Team to review and ensure their support of the safety initiatives within the Shop.
Northstar Aerospace – Human Resource Manager
401 South 36th Street Phoenix, AZ 85034 602-***-****
November 1, 2010 - Present
Responsibilities:
Complete implementation of the Human Resource Department. Successfully established employee files, Form I9 for all employees, Applicant Logs, Affirmative Action Plan, and brought the shop well within state and federal compliance.
Ensure that the Northstar Aerospace Team adheres to legal requirements and government reporting regulations affecting the Human Resources functions and ensure company policies, procedures, and reporting are within compliance. I successfully completed an OFCCP investigation resulting in no monetary penalty to the organization.
Recruit, interview, and select quality talent for open positions and in building a pool of talent for future growth within the organization. I was able to implement a recruiting and interviewing process for the organization. In addition developed an Apprentice Program partnering with Gateway Community College and outreach organizations.
Facilitate New Hire Orientation to foster a positive work environment.
Facilitate training sessions for the Management Team in interviewing, hiring, employee retention, succession planning, terminations, promotions, performance review, safety, and sexual harassment. I successfully developed the Northstar Leadership Development Program and Supervisor’s Academy.
Manage employee relations by consulting with members of management on appropriate conflict resolution solutions and acting as a liaison to the employees
Developed company policies and the Employee Handbook. In addition, responded to inquiries and resolved issues in regards to company policies, procedures, and programs.
Administer performance review, salary administration and benefit programs to ensure effectiveness, compliance, and equity within the organization. I revised compensation strategy for both non-exempt and exempt staff by implementing a pay for performance program.
Conduct wage surveys within labor market to determine competitive wage rate
Prepare employee separation notices and related documentation, and conduct exit interviews to determine reasons behind separations
Identify areas of improvement through conducting needs analysis, and aid in the problem-solving process in order to increase the professional and personal development of employees while maintaining a positive work environment
Conduct Employee Satisfaction surveys to improve processes and the culture within the work environment. Phoenix location was the first of all the three locations to conduct Employee Satisfaction surveys.
Strategic planning to ensure the HR function is supporting the needs of managers and employees. I achieved all annual performance objectives for .2010 / 2011.
Counsel Managers at all levels on how to coach and develop the professional careers of their employees
Manage training and organizational development activities, which include conducting skill and experience needs analysis, developing metrics for tracking and measuring the effectiveness of the training as necessary to support the needs of the organization. Successfully implemented an Apprentice Program in partnership with Gateway and Mesa Community Colleges
Lucy I Mailloux, PHR
79 South Maple Court
Chandler, AZ 85226
Home: 480-***-**** Email: acuuls@r.postjobfree.com Cell: 480-***-****
Matson Navigation Company, Inc. - Manager, Human Resources
4605 East Elwood Suite 500, 6th Fl Phoenix, AZ 85040 480-***-****
(November 12, 2001 – October 22, 2010)
Responsibilities:
Ensure that the Matson Management Team adheres to legal requirements and government reporting regulations affecting the Human Resources functions and ensure company policies, procedures, and reporting are within compliance. I have had a successful 9 years without one EEO complaint.
Recruit, interview, and select quality talent for open positions and in building a pool of talent for future growth within the organization. I maintained 6.5% turnover rate and average 22 days to fill open positions.
Facilitate New Hire Orientation
Facilitate training sessions for the Management Team in interviewing, hiring, employee retention, succession planning, terminations, promotions, performance review, safety, and sexual harassment. I have successfully implemented a monthly Management Conference as a training and feedback forum
Manage employee relations by consulting with members of management on appropriate conflict resolution solutions and acting as a liaison to the employees
Respond to inquiries and resolve issues in regards to company policies, procedures, and programs.
Administer performance review, salary administration and benefit programs to ensure effectiveness, compliance, and equity within the organization. I revised compensation strategy for non-exempt staff by implementing a pay for performance program.
Investigate accidents and prepare reports for insurance carrier
Conduct wage surveys within labor market to determine competitive wage rate
Prepare employee separation notices and related documentation, and conducts exit interviews to determine reasons behind separations
Identify areas of improvement through conducting needs analysis, and aid in the problem-solving process in order to increase the professional and personal development of employees while maintaining a positive work environment
Conduct Employee Satisfaction surveys to improve processes and the culture within the work environment. Phoenix Center maintained the highest satisfaction scores over a three year period.
Develop and ensure adherence to EEO, Affirmative Action Plan, ADAA and company policies and guidelines within the Phoenix Center. Did not have any AAP goals for 7 out of 8 years due to effective recruiting practices.
Strategic planning to ensure the HR function is supporting the needs of managers and employees. I achieved 7 out of 8 years of successfully meeting all annual performance objectives.
Manage Human Resources Budget of $177,000 and Office Services Budget of $1.5 million
Counsel Managers at all levels on how to coach and develop the professional careers of their employees
Manage training and organizational development activities, which include conducting skill and experience needs analysis, developing, tracking and measuring the effectiveness of the training as necessary to support the needs of the organization
Kraft Foods: Nabisco Biscuit and Snacks Group - Regional HR Training and Recruitment Manager
201 North 86th Ave Tolleson, AZ 85353 623-***-****
(February 10, 1997 – November 2, 2001)
Responsibilities:
Managed employee relations by counseling all levels of management through the Managing Employee Performance and Corrective Action processes and ensured that all parties followed company policy.
Consulted with managers during the Performance Appraisal, Individual Development and Talent Planning Processes.
Facilitated discussions / meetings between line employees and managers at all levels, acting as a liaison in resolving conflict, or other employee relation issues.
Developed programs to ensure we recognize and reward employees at all levels within the organization
Identify areas of improvement through conducting needs analysis, and aid in the problem-solving process in order to increase the professional and personal development of employees while maintaining a positive work environment.
Conducted Employee Surveys to ensure that non-union areas remain as a non-union status.
Ensure adherence to EEO, Affirmative Action, ADA and company policies and guidelines within the Region
Complete OFCCP Surveys and participate in compliance checks
Communicate with our Nurse at HQ in regards to STD / LTD and Workman’s Compensation situations.
Strategic planning to ensure the HR function was supporting the needs of managers and employees.
Counseled Managers at all levels on how to coach and develop the professional careers of their employees.
Managed recruitment efforts for all divisions within Arizona, New Mexico, Colorado, Utah, Wyoming, and El Paso areas.
Develop and implement annual recruitment plan.
Manage training and organizational development activities, which include conducting needs analysis, developing, tracking and measuring the effectiveness of the training as necessary to support the needs of the organization.
Assisted in evaluating trainee's skill and competency levels to ensure they are able to meet or exceed department standards.
Lucy I Mailloux, PHR
79 South Maple Court
Chandler, AZ 85226
Home: 480-***-**** Email: acuuls@r.postjobfree.com Cell: 480-***-****
MCI Telecommunications - Business Management International Sales Training Consultant
1801 East Camelback Road #201, Phoenix, AZ 85016 602-***-****
(February 5, 1996 - January 27, 1997)
Responsibilities:
Employment Development Specialist - responsible for recommending, designing and facilitating development courses for Inbound and Outbound call center sales Managers, Supervisors, Trainers, and Associates.
Facilitate training classes utilizing diverse adult learning methods for sales environment., design learning materials
Manage and evaluate trainee's skill and competency levels to ensure they are able to meet or exceed department standards
Training Consultant to the sales floor, identify areas of improvement through conducting needs analysis, and aid in the problem-solving process in order to increase the professional and personal development of employees.
Chase BankCard Services - Learning and Development Training Specialist
100 W. University, Tempe, AZ 85281 602-***-****
(September 1992- January 26, 1996)
Responsibilities:
Assessed training needs, measured training effectiveness and developed training competencies
Facilitate training classes utilizing diverse adult learning methods for collections, Customer Service ACD Call Center environment, TQM, and management development within the credit card industry.
Created, implemented, maintained and managed Explorations Resource Center, a self-paced learning facility for 1400 employees
Designed learning materials and programs for Customer Service and Collection departments to ensure Regulation B and Z compliance, in addition to management enhancement courses
Implemented a Cultural Diversity Awareness Program
AFFILIATIONS
Arizona Human Resources Call Center Association American Society of Training and Development
Society for Human Resource Management Matson Credit Union - Board member
Satori Aiki Budo United States Martial Arts Membership
OTHER RELEVANT INFORMATION
Computer competencies: Microsoft Word for Windows, Excel, PowerPoint, Internet / Intranet, HRIS
Speak and comprehend Spanish
ACCOMPLISHMENTS
City of Phoenix – Business and Workforce Development Board Member
Northstar: Promoted – June 2013
Matson: Board of Director Member for Matson Credit Union – June 2004 – October 2010
Nabisco: Top Performer Award 2000 Simply the Best Award 1999 1st Choice Award 1998
Aikido Martial Arts: 3rd degree Black Belt – 2012
Inducted into the Martial Arts Hall of Fame - 2013
REFERENCES
Mary Lee Sharp – VP Sheraton Hotels
San Francisco, CA.
William Corley – VP Human Resource Northstar Aerospace (Ret.)
Chicago IL.
Greg Campbell – Independent Contractor
Chicago, IL
Barbara Burns - Vice-President, Govig Staffing
Contact this candidate