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Customer Service Manager

Danbury, Connecticut, 06810, United States
October 18, 2016

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** ****** *****, *******, ** 06810 C: 201-***-**** Extraordinary leader, with penchant for operating in excellence, fostering an environment of teamwork and continued growth and development and has an interest in strategic business alignment, seeks to work with you. As a leader with over 10 years experience, my best qualities are that I am a strong leader, kind, knowledgeable, and not adverse to change. My talents include but are not limited to performance management, training and development, benefits management, coaching, employee relations and HR compliance. Human Resources Leadership

Employee relations

Training and development


Excellent verbal/written communication

Creative instruction styles and techniques

Executive coaching

Performance management

Benefits management

Professional demeanor

Strategic planning


Human Resources Business Partner, 08/2014 to Current Dress for Success Worldwide – New York, NY

Support and advise CEO by providing human resources guidance and counsel; analyzing information and processes

Optimize HR impact by translating business strategy and objectives into the appropriate HR actions and initiatives

Provide counsel and regulatory compliance on employment laws such as ADA, FMLA, FLSA, Title VII, and California

Provide effective and inspiring leadership while implementing change management strategies Consult with managers and leaders on complex employees relations issues and identify strategies to improve

Ensure effective benefit communications and works cooperatively with finance and outside vendors in the production and delivery of all related messages and materials Review and analyze business unit data to identify trends and recommend solutions to improve performance, retention and employee experience

Led a comprehensive safety training for 30+staff members Resolved employment-related disputes through proactive communication Administered compensation, benefits and performance management systems and safety and recreation programs

Represented organization at personnel-related hearings and investigations President & CEO, 05/2005 to Current

Cast Your Net 153 – New York, NY

HR Consultant, Brooklyn Charter School (1 of 7 Clients), 2011-2012 Employee Manual Ensure mechanisms are in place to promote consistency/fairness in the workplace Simultaneously gauge HR practices, policies and solutions that position this employer to become an employer of choice by setting performance objectives based on assessment Researched and wrote HR policy with agency-wide impact helping to create an environment of success HR Legal

Advised managers on complex, sensitive performance and conduct-related employee issues and relationship building as a mitigating factor in reducing contention and potential lawsuits Strategic Planning

Lead the identification, development and implementation of broad HR strategies as it relates to operations PROFESSIONAL SUMMARY



EEO Advisor, 01/2013 to 06/2013

Department of Homeland Security /FEMA Sandy Relief – Forrest Hills, NY Provided customer service to persons who wish to participate in EEO counseling, ADR, and/or file formal complaints of discrimination

Interviewed and counseled employees, applicants for employment, witnesses and management officials to obtain factual information relevant to informal and formal claims of discrimination Volunteered for the Fire Safety Committee

Set-up company wide diversity (including disability) webinars Developed and delivered Equal/Civil Rights, Sexual Harassment and Diversity Training Addressed Civil Rights issues, in general, as it relates to Title VI of the Civil Rights Act of 1964 Assisted in resolving civil rights issues in adherence to the Robert T. Stafford Disaster Relief and Emergency Assistance Act Provided expert counsel to managers and manage the pre-counseling process for employees with Equal Rights concerns

HR Manager /Director, 01/2008 to 04/2009

PACO Group – New York, NY

Provided mission and vision for company as a whole with regards to client development and recruiting and identified, interpreted and summarized HR metrics and agency performance metrics to influence leadership decision-making

Delivered Performance Management training for senior level associates-detailed, comprehensive and action oriented employee reviews and advised management on practical ways of handling sensitive and conduct related performance

Instituted WebEx training for remote new hires

Filled6 Corporate positions from Administrative to C-Suite level, as a result of building relationships with clients, communicating with managers and using no-fee sourcing resulting in a savings of over


Filled 11 field positions in 2008 (full-cycle recruiting) Obtained information on 16 new potential positions for 2009 as of 3/2009, over $1 million in revenue Transitioned 50+ employees during open enrollment to new life insurance, dental & medical with 1/3 of them being remote employees- a heightened awareness, understanding of benefits Negotiate Medical, Dental, LTD/STD & Life Insurance contracts w/brokers Found $35,000 cost savings w/all but medical and a less than 9 % increase when the market increases are at 12% for medical this included a procurement process to find the best available broker HR Consultant, 01/2007 to 09/2007

92nd St Y/Bronfman/Makor – New York, NY

Researched process and took responsibility for payroll with no prior instructions/training with everyone being paid accurately and on-time Recruiting and Hiring Sourced & recruited for office manager role and developed in-basket exercises for the interviews providing a more comprehensive selection process

Provided on-time vendor payments & managed the procurement (selecting of services) and voucher process as it related to payments & donations received Administrative Developed office operations manual and wrote policy for The Bronfman Center (92nd St Y Center for Jewish Learning) to provide instruction for incoming office manager procedures and past practices Helped plan and organize Mother\'s Day Benefit Luncheon and major Jewish Holiday events that increased community awareness and brought in additional funding HR Coordinator, 02/2004 to 07/2006

Bovis Lend Lease – New York, NY

Managed Tuition Reimbursement Program to ensure compliance with federal guidelines and maximize employee satisfaction

Implemented company-wide continuing education program Delivered all EEO/Sexual Harassment training sessions, facilitated Interviewing Skills Training for Middle Managers for more effective hiring and developed and presented Performance Management Training for senior level manager

Recruiter for junior level Engineering/ Architect Positions, planned and coordinated Intern Program most successful intern program with weekly seminars, a more diverse population of students and 25 student participants resulting in 7 full-time hires from seniors, revamped on-boarding program positively impacting retention

Prepared letters of removal and executed lay-offs for School Construction Authority without incident or lawsuit

Increased Employee Viewpoint Survey Participation by 26% 100% compliance for I9 Documentation and legal documentation for H1-B Visa Holders, thorough execution of the New Hire Background and Drug Screening Process, Interpreted HIPAA laws for managers to mitigate against lawsuits

Alerted the company to potential federal HR compliance issues Handled front desk customer service and multi-line phone Prepared memo\'s for company release, scheduled interviews, client meetings and conference room scheduling

Ford Motor Company, Customer Service Center and New York Territory Manager Qualex, Territory Trainer

Pepsi-Cola, Territory Manager and Union Labor Manager Bloomingdale\'s 59th Street, Training Manager and Special Events Axion /Preferred Health Partners, Director of HR

Microsoft Suite: Word, Excel, PowerPoint, Outlook, Visio; Mac Suite: Notes, Numbers, Keynote; Adobe Lightroom; Nikon and Canon Photography;Basic skills with ETC Ion (lighting); Canva and general website development

Master of Science: Human Resource Management, 2017 University of Connecticut School of Business - Hartford, CT Coursework in Business Acumen and Strategic HR Management Coursework in HR Metrics and Talent Analytics

Coursework in Leading Yourself and Coaching Others Coursework in Talent Management through the employee life cycle Selected to participate in the highly selective Experiential Learning Collaborative project Bachelor of Arts: Organizational Communication w/Management & Supervison, Purdue University - West Lafayette, IN

Coursework in Communications, Human Resources Management and Psychology Coursework in Business, Management and Communications ADDITIONAL WORK EXPERIENCE



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