HR Generalist with Learning and Organizational Development Expertise
Resume:
Certified professional in human resources who is a seasoned, forward-thinking, and strategic professional, offering comprehensive experience in managing human resources and learning and organizational development functions; demonstrates proven adeptness in motivating workforce as well as in developing and implementing strategic human resources initiatives and learning and organizational development programs; possesses strong leadership capabilities in assessing and addressing high-priority issues, while conforming to human resources practices, policies, and procedures; exemplifies strong ability to coach, consult, and work with senior leadership to better understand organizational needs.
2 Areas of Expertise
Recruitment and Talent Selection Benefits Administration Employee Relations
Project Management \ Instructional Design Regulatory Compliance Staff Performance Optimization
Conflict Resolution \ Training Facilitation Program Development and Implementation
2 Professional Experience
BODEK AND RHODES, INC. Philadelphia, PA
Human Resources Generalist Aug 2007 – June 2016
Worked closely with Human Resources Director while performing dual functions: (1) Human Resources Generalist and (2) Learning and Organizational Development.
Human Resources Generalist Job Functions
Handled overall recruitment and hiring activities which included internal and external job postings, applicant assessment, negotiating compensation, approving hiring selections, new hire orientation and onboarding.
Fostered positive working relationships with employment staffing agencies and colleges for recruitment assistance.
Assumed full responsibility in creating and revising job descriptions.
Assisted with the development of performance measurements.
Educated employees on various company benefits including employee loan program, 401K savings and medical/dental plans.
Responsible for creating, maintaining, and communicating the employee handbook and corporate policies.
Took full charge of the company’s Consolidated Omnibus Budget Reconciliation Act (COBRA) continuation coverage communications and elections.
Responsible for the Family Medical Leave Act (FMLA) communications and related follow-up correspondences.
Performed numerous duties which included Paycom training, employee relations investigations and counseling, terminations, exit interviews, as well as the record keeping of staffing hours and 401(k) loans and funds transition status.
Assisted with Form I-9 audits of acceptable documents.
Learning and Organizational Development Job Functions
Presided over training delivered to employees aimed at improving performance and productivity, while conducting evaluations to identify learning needs and improve curriculums.
Ensured that education and training programs are aligned with human resources initiatives.
Oversaw the instructional design, preparation, and updates of learning materials including guides, presentations, workshops, role plays, and job aids.
Consulted with various stakeholders to develop training deliverables and to ensure consistent and current content.
Worked closely with management to provide learning options for employees based on learning styles and performance and improvement goals.
Maintained active communication with management to estimate learning deliverables, while securing and creating accurate documentations of technical instructions, compliance, soft skills, and systems training.
Managed communications with employees and served as a lead point person for program logistics and support.
Led the design, development and implementation of programs, policies and strategies tailored to meet organization development needs and project goals.
Key Highlights:
Served as CRM subject matter expert and initial quality controller; documented and implemented training of the company’s customer relations management (CRM) platform.
Successfully created and executed the company’s Communication Curriculum and the Warehouse Lead Curriculum.
Co-designed protocols and checklists on equipment and access requirements for onboarding new hires, employee transfers, and employee terminations.
Served as the driving force behind the modernization of enrollment for benefits processes.
Successfully created and launched the Sales Guide (a training reference platform for new and existing account managers and salespersons).
Successfully created and executed the company’s first sexual harassment training which resulted in immediate employee compliance and complaint reduction.
Developed and administered the company’s recycle program’s communications and marketing plans which resulted in immediate awareness, compliance, and reduced company expenses.
Key contributor in aiding the company to attain its Quality Certification Alliance (QCA) certification.
CHRYSLER FINANCIAL SERVICES Horsham, PA
Learning and Development Manager Feb 2005 – Aug 2007
Conducted regular visits to contact centers and facilitated trainer certifications for other learning and development managers and specialists.
Enhanced performance behaviors, account resolutions, customer satisfaction, and profitability of the business through effective planning, coordinating, and educating contact center management and employees.
Distributed consistent products and services through close collaboration with learning and development managers and contact centers.
Ensured attainment of business needs through research, evaluation, and determination of required learning and performance objectives.
Offered full support to the business in improving learning, behaviors, and performance results by communicating, implementing, and assessing structured trainings.
Worked collaboratively with contact center management, human resources, precision leadership coach, subject matter experts, DaimlerChrysler Financial Services (DCFS) Academy, and learning and development staff in handling existing and future training needs.
Led interview process as well as evaluated behaviors and performance skills of the learning and development specialists.
Managed five learning and development specialists.
Campaigned and gained support for the company’s learning management systems (TEDS and Career Wheels)
Key Highlights:
Functioned effectively as facilitator and primary designer of the Appraisal Feedback Workshop for the organization.
Earned numerous recognitions for managing Appraisal Feedback process, completing Appraisal Feedback Workshop, and handling Managing Your Customer Contacts rollout in efficient manner.
Established learning plans awareness for center employees, which improved competencies.
Executed new hire mentor training program which maximized knowledge retention and application.
Played a key role in modifying the new hire training program which included verbiage, handouts, and teaching procedures.
Developed curriculums for Philadelphia Contact Center’s Collections Newly Delinquent and Cycle departments.
Acted as project manager for the compliance training rollout and the modification of Managing Your Customer Contacts modules.
Adhered to core competencies of agents within the Resolution Center in preparing training list suggestions.
Learning and Development Specialist 9/2001 to 2/2005
Trained, educated and continuously developed contact center employees with approved training programs to improve performance behaviors, effective account resolutions and customer satisfaction through the use of DCFS Systems.
Facilitated allotted training programs, courses and modules to support technical and performance skill based competencies to the operation. Evaluated, monitored and reported findings.
Strategically executed and delivered structured training to technical and skill based competencies of the contact centers' employees to improve performance. Targeted audience included new and existing employees.
Assisted with the support of DCFS Academy, learning and development manager and subject matter experts in the design, structure and development of training needs to improve performance to the contact centers.
Key Highlights:
Certified in training delivery of DCFS Academy structured training programs.
Certified in DCFS Talent Selection.
2 Education
Certification: PHR (Professional in Human Resources)
HR Certification Institute (HRCI)
Master’s Degree: Training and Organizational Development, Concentration in Adult Learning Saint Joseph University
Bachelor’s Degree: Business Administration, Concentration in Business Finance
Bloomsburg University of Pennsylvania
2 Professional Development
Cornell University PHR Course American Society of Training and Development (ASTD) Training
Bob Pike’s Creative Training Techniques Inside Out Coaching
2 Technical Acumen
Paycom - Human Capital Management Software
Microsoft Office Suite (Word, Excel, PowerPoint, Visio and Outlook)
Customer Relations Management (CRM) System FDM4 - Enterprise Resource Planning Software
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