Human Resources Customer Service

Jeffrey D. Hagen, SPHR

323-***-**** ***** ***th Ave NE

************@*****.*** Woodinville, WA 98072

Career Profile

A seasoned Human Resources Professional with 15 years of experience in creative and professional environments. Key strengths include employee relations, project management, manager coaching and legal compliance. Bottom-line results orientation, visionary thinker.

Experience

The Kabbalah Centre International (10/2011 – 7/2016)

(Non-profit organization dedicated to spreading the Kabbalah worldwide through classes, personal coaching and book sales)

Manager – Human Resources

Top Human Resources officer for all Kabbalah Centers and bookstores throughout the United States. First HR professional to work for the organization. Supervise two employees.

Worked with management to resolve employee issues including termination of a senior manager, management transition in the accounting department, theft issues and companywide attendance issues.

Provided coaching to help supervisors keep employees through improvement plans that rehabilitate problem employees.

Updated and published employee handbook for five entities in six states.

Migrated 401k retirement plan to non-profit 403b saving $9,000 annually.

Managed employee benefits including health, dental and life insurance.

Managed all recruiting for staff including website department, accounting and administrative staff.

Created training materials and conducted training for managers including employee relations, HR procedures and documentation requirements.

Wrote and implemented hiring policy including pre-employment drug screening and job requisitions.

Implemented safety training for US facilities to help reduce worker’s compensation claims.

Implemented sexual harassment training for California managers.

Audited independent contractor files to determine if contractors were misclassified.

Created organization chart for corporate headquarters.

Worked closely with the Legal department to reclassify exempt employees and compensate for unpaid overtime.

Consolidated department processes and reduced headcount in the HR department.

Technicolor Home Entertainment Services (10/2007 – 7/2011)

(World’s largest manufacturer and distributor of DVD, Blu-Ray Disc, video games and software media.)

Human Resources Generalist

Business partner for internal client groups and special projects for worldwide VP of HR.

Developed and facilitated a process for reengineering the workplace culture in the US Account Management function.

Presented a proposal to management to create a North American supply chain procurement function by combining demand planning, capacity planning and procurement departments with a savings of $300k annually.

Helped develop and implement a plan to move 72 positions from US to Mexico saving $3.6 million annually.

Managed staffing plan in Customer Service to integrate a new large client including 85 positions in Camarillo, Memphis, Detroit and Guadalajara.

Implemented compensation system in the customer service area including job descriptions and pay ranges to help provide budget guidance for management and career paths for employees.

Created reconciliation process for User Access Management terminations that was deployed throughout Technicolor worldwide. Partnered with IT to create an automated process to terminate user access for temporary employees in packaging facilities resulting in the termination of over 1,200 erroneous accounts.

Reduced vacation liability by creating procedures for employee and supervisor approvals in the electronic timekeeping system and rolled out training to all US facilities.

Redesigned the new hire orientation for the US and Mexico and created a Sharepoint site to manage future changes.

Assisted HR Directors in creating new HR policies including sick time, vacation time, background checks and drug and alcohol policy.

Managed staffing plan for Electronic Distribution Services including job specs, benchmarking, budget analysis and recruiting.

Managed ADP Security audit for plants in North America and Europe. HR section was noted as exceptional in final audit.

Musicians Institute – Hollywood (7/2002 – 6/2007)

(Post-secondary, modern music school offering AA and BA degrees in Guitar, Bass Percussion, Keyboard and Voice as well as programs in Recording Engineering and Music Business.)

Director of Human Resources

Design, implement and administer all aspects of the human resources function. Supervise one employee.

Introduced and marketed HR services including employee relations, organization development, recruiting and training where no HR function existed.

Negotiated and settled multiple employment lawsuits for 10% of original demand or less. Suits included sexual harassment claim for over $800,000.

Took lead role in student issues including investigation and documentation of incidents.

Developed/implemented HR Strategic Plan to encourage strategic planning company wide.

Designed and implemented basic job description and employee appraisal system.

Introduced Benefits premium reporting resulting in an immediate 15% reduction in premium costs.

Conducted annual market reviews and moved benefit plans to maximize service and minimize premium.

Researched and implemented 401k plan.

Developed and implemented Leave of Absence policy for personal, professional and FMLA leaves.

Coordinated multiple immigration Visa applications bringing high profile instructors into the country.

Helped to foster an open and cooperative environment that saw the exit of the teacher’s union for lack of support.

Managed recruiting for all faculty and administrative staff.

Managed Inland Marine and Liability insurance for all entities including production of insurance certificates and collection of certificates from vendors.

TBWA\Chiat\Day – Los Angeles (3/1998 – 10/2001)

(World famous advertising agency responsible for edgy and innovative ad campaigns. Clients include Nissan, Apple Computer, Addidas, VISA and Sony Playstation. Past campaigns include Absolut Vodka, the Energizer Bunny and the Taco Bell Chihuahua.)

Benefits Coordinator

Handle all benefit processing and reporting for eligible group of 800 employees.

Designed and implemented automated open enrollment procedure eliminating manual entry of 800 employees annually.

Automated COBRA notification system enabling Benefit Manager to delegate to a clerk.

Computer Skills

Business Software: Lawson, Pro Business, ADP and Great Plains

PC Software: MS Word, Excel, Filemaker Pro, and Quickbooks

Education

Bachelor of Arts – Economics (Graduated 1994), University of Washington, Seattle

Professional Certificate – Human Resources (Graduated 2003), UCLA Extension, Los Angeles

Professional Organizations/Certifications

Senior Professional in Human Resources (SPHR) June 2014 to present

Society for Human Resource Professional (SHRM)

Human Resources Knowledge Network (HRKN)

Personal Interest

Santa Monica Symphony – Viola (4th Chair) 1999 to 2016

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