Customer Service Human Resources

BRETT ANN SKYLES

*** ****** ***** ***********, ** 30567

Phone: 706-***-**** Cell: 770-***-**** *****.**********@*****.***

LinkedIn URL: linkedin.com/in/brett-skyles-43861076

Human Resources Executive

Strategic Planning Organizational Development Best Practices Policy Administration

Accomplished Human Resources Executive with over 25 years of experience in human resource leadership and interrelated disciplines such as strategic human resources planning; workforce planning, employer branding; performance management; employee relations; training and curriculum development; human resources policy; ethics and compliance; benefit negotiation, talent acquisition; compensation and wage administration, succession planning; organizational capabilities optimization and change management at multiple locations.

Professional Experience

Director of Human Resources

Fresh Results, LLC – A Holding Company, June 2005 – Present

Oversite of all HR functions for three wholly owned subsidiary companies under the names Intellilead, LLC, Produce-Ing Results International, LLC and Fresh Results, LLC located at multiple sites in the United States and Canada. Responsible for identifying and solving strategic and competitive issues, developing and executing HR strategies and talent management initiatives that deliver value both strategically and operationally to create competitive advantage. In addition, Responsible for:

Oversight of human resources service center; managing eight direct reports that serve approximately 3000 exempt and nonexempt employees at multiple call center locations.

The evaluation of human resources and business analytics and metrics to assess workforce performance, business processes and performance, and changes in the business environment.

Full budget and planning responsibility for human resources department.

Develop, execute, and lead HR strategies that drive employee engagement, job satisfaction, employer brand, innovation, motivation, creativity, and collaboration.

Linking human resource policies and practices to business strategies and objectives.

Coaching and mentoring staff, managers, and executive leaders.

Establish human resource departmental goals and ensuring that they are realized.

Evaluate and adjust organizational design to address changing business needs and the business environment.

Human capital evaluation and management - Responsible for all workforce planning, performance optimization initiatives, succession planning, and organizational development.

Conduct investigations

Conflict resolution

Employee Relations

Developing and executing change management initiatives.

Coordinate and facilitate leadership and team building events.

Extensive knowledge of federal and state employment laws and regulations.

Manage workflow and priorities.

Administer and coordinate recognition and rewards programs and events.

Trusted advisor and consultant to senior leaders on ethics, employment law, investigations, labor relations, coaching and mentoring, conflict resolution, disciplinary actions, and policies and procedures.

Training and Quality Assurance Manager

Direct Marketing Services, Inc., October 2000 to May 2005

Developed, implemented and led comprehensive training programs for more than 1200 customer service representatives, quality assurance representatives, management and upper level executives.

Reported to the VP of Human Resources

Supervision of 46 Training and QA representatives in multiple locations throughout the American Southwest.

Developed and executed training and development strategies.

Curriculum development

Facilitated training and development at all levels of the organization including at the executive level.

Collaborated with Nortel representatives on sales, customer service and technical training initiatives for Nortel mobile telephony products and services.

Collaborated with McKesson representatives on sales and customer service training for medical supplies sales, and customer retention initiatives.

Director of National Account Development

National Insurance Advisory Services, Inc., July 1996 to September 2000

Sales training to commercial lines insurance professionals throughout the United States

Accompanied and advised sales professionals on sales calls to fortune 500 clients and prospects related to workers’ compensation auditing and value-add services.

Increased retention of the customer base from 65% to more than 90%. Additionally, due to negotiating skills, increased revenue by more than $250,000 per month.

Curriculum development in sales, customer service, and commercial insurance lines.

Conducted workers’ compensation insurance experience modification calculation training (MOD training).

Conducted contract negotiations.

Maintained account base of more than $1.4 million.

Implementation of auditing services within independent insurance agencies.

Extensive nationwide travel.

Education

AMERICAN PUBLIC UNIVERSITY, Charles Town, WV, August 15, 2015

Master of Arts in Management, with Honors

Concentration in Human Resource Management

GPA: 4.0

AMERICAN PUBLIC UNIVERSITY, Charles Town, WV, May 15, 2013

Bachelor of Arts English, with Honors

GPA: 3.89

AMERICAN INTERCONTINENTAL UNIVERSITY, Atlanta, GA, February 10, 2010

AABA in Business Administration with a Concentration in Healthcare Administration, With Honors

GPA: 3.93

Contact this candidate