Human Resources Customer Service

Maria T. Cassidy 616-***-****

**** ********** ***, *** **

Grand Rapids, MI 49546

Customer Service Representative 1.4.2016 – 4.1.2016

TelePerformance, Grand Rapids, MI

In this temporary position, I work in the retention department of a third party contractor for AT&T. I assist customers who are calling in to cancel their AT&T wireless services and am charged with retaining/upgrading their services.

Human Resources Generalist II 4.13.2007 – 7.31.2015

Charter Communications, Walker, MI

In this position, my responsibilities included employee relations, LOA administration, safety committee member, performance management, unemployment compensation claims processing as well as day to day HR responsibilities in this 400 employee call center. Accomplishments included:

Advised supervisors and managers on HR related issues. This included performance management, conducting investigations, keeping proper documentation for all employee related interactions, and audited and acted as a resource for to ensure legal compliance.

Managed the LOA process including FMLA. Instrumental in the design of a tracking system to allow for tighter control.

Increased favorable unemployment claims decisions during the first step of the claims process and improved hearing decision results. Researched and identified a state paid employer advocacy program to assist with unemployment hearings.

Developed and implemented several wellness initiatives to improve employee awareness and overall health. This included organizing and maintaining a WW at Work for over three years, 401 (K) and financial planning seminars, EAP and local health care seminars, annual interactive health fairs and an on-site farmers market.

Facilitated the Recruitment and Talent Planning process for exempt employees.

Academic Advising Coordinator 1.11.2001 – 4.10.2007

Grand Rapids Community College, Grand Rapids, MI

My role in the Counseling Department was to provide academic advising support for students, counseling staff and faculty members.

Selected and managed student employees and responsible for training, scheduling and performance management. Assisted and guided students with understanding college policies and procedures.

Initiated process design changes to improve students’ experiences within the institution. One improvement involved establishing a call center environment to more efficiently and effectively handle student inquires. Introduced tracking metrics to improve service level requirements and staffing needs for the future.

Human Resources Manager 1.10.1995 – 2.9.2000

Ameritech New Media, Chicago, IL

I managed a staff of five professionals to partner with respective internal customers in order to understand the business challenges and to ensure effective and timely HR support. My responsibilities included providing Human Resources support and counsel for employees in Michigan, Ohio, Indiana, Illinois and Wisconsin. Major accomplishments included:

Created a process for staffing and decreased costs by $120,000 during the first year and $300,000 in the second year.

Reduced time to fill positions from 60+ days to a 35-day average.

Responsible for AA/EEO reporting. Increased female and minority representation year over year by increasing the awareness throughout the division and developing targeted recruitment sources.

Designed and implemented a tracking and reporting system for evaluating human resources services and their effectiveness. This included hiring statistics, legal compliance and turnover trends. As a result of capturing termination statistics we were able to reduce turnover by 5% during our second year by 8%.

Human Resources Manager 7.22.1991 – 12.30.1994

Ivex Packaging Corporation, Lincolnshire, IL

I was initially recruited to support this organization as a Human Resources Generalist for 14 US manufacturing plants (union and non-union). My areas of responsibility included recruitment, safety, labor relations, Affirmative Action reporting, EEOC audits, HRIS selection and maintenance, benefits and compensation, and employee communications. Promoted to HR Manager in 1992 and my accomplishments in that role included:

Conducted HR audits at all locations to determine the organizations HR needs and identify any compliance related opportunities. Created Human Resources policies and procedures and implemented them at all locations. This was the first time procedures were documented and consistent.

Centralized the recruitment advertising function. Negotiated a contact with a national advertising agency and reduced advertising costs by 15%. Created a standard advertising format to establish brand identity throughout the regions.

Developed the first affirmative action plan, and implemented plans at 14 locations as required by government contracts. Trained managers on compliance and monitoring results.

PHR certified, June 2002

Volunteered in the 1984 Olympics

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