JOHNETTE CARTER

**** *. ****** ****** **** D ● Aurora, CO 80013

303-***-**** ● aczguk@r.postjobfree.com

HUMAN RESOURCES MANAGEMENT PROFILE

Results-driven, efficiency-conscious Human Resources Management Professional with extensive experience including HR, business administration, organizational leadership, payroll operations, employee development, employee relations and on-boarding. Track record of providing the highest caliber of strategic development and administrative oversight to administrative / HR programs, services, and initiatives. Exceptional ability to introduce and streamline benefit programs to attract clients / employees, improve retention and compliance rates, increase efficiency, facilitate growth and reduce costs. Consistently deliver projects within budget under the tightest deadlines. Collaborate with senior stakeholders to effectively prioritize activities and achieve defined objectives, translating HR requirements into operational solutions to achieve company performance goals and targets.

Organizational Management ● Human Resources ● Financial Management ● Regulatory Compliance

Payroll Coordination ● Administrative Leadership ● Performance Management ● Benefits Programs

Employee Development ● Team Building/Leadership ● Procedure Development ● Relationship Management

On-Boarding ● Recruiting ● Project Management ● ADP ● PeopleSoft

PROFESSIONAL EXPERIENCE

24-7 INTOUCH, (Ascenda USA Inc), Aurora, CO ● 09/2014 – Current

Proven leader in innovation & flexible outsourcing center

Human Resources Generalist

Responsible for general HR support, as well, as participation in specific site initiatives and activities including recruiting, on-boarding new hires, delivering orientation, and employee relations. Provide advice and counsel to leaders dealing with sensitive employee situations; guide and coach leaders to address employee behavior and performance concerns. Lead fact-finding investigations; including interviewing involved parties, reviewing documentation, applying relevant laws, policies and past practice, compiling and maintaining appropriate notes, and assisting in identifying options for resolution. Provide training, coaching and reinforcement to ensure successful implementation of the performance management process to ensure effectiveness, compliance and equity within the organization.

SPRINT / NEXTEL, Englewood, CO ● 12/1997 – 10/2013

A global provider of voice, data and Internet services.

Payroll / Leave Supervisor (06/2008 – 10/2013)

Tracked FMLA / STD on current NSS employees, in addition to providing support and advice to Denver NSS department regarding FMLA / STD laws. Trained managers on FMLA / STD and HIPAA laws, and coordinated company leaves such as FMLA, short term disability, ADA, bereavement, jury duty, military leave, leaves of absence and Workers’ Compensation. Managed payroll functions with responsibility for ensuring that leave pay was reflected correctly in time and labor. Researched and corrected any payroll disputes. Created and provided weekly reporting to managers of potential corrective action for at risk employees. Addressed employee relations issues using best practices approach, resolving problems. Ensured compliance with corporate processes and state / federal requirements regarding payroll, hiring practices, employee performance issues, disciplinary actions and terminations.

Accomplishments:

• Reduced cost in vacation hours to over 95% improvement, producing savings of $108K in 2012.

• Created processes for terminations, FMLA, and call flow procedures for department. Conducted management training for all leadership on new processes.

On-Boarding Supervisor (01/2006 – 05/2008)

Managed new employee on-boarding process, while serving as point of contact for trainers regarding behavioral or attendance issues. Conducted behavioral interviews with potential job applicants, recommended new hires for permanent positions, and led new hire orientation program. Created and distributed employee handbook. Maintained all new hire logins, ensuring proper turn-around times and promoting productive new hire training. Tracked attendance, delivered corrective action and provided recommendations for terminations. Created learning lab environment for new hires to take live calls with close supervision.

JOHNETTE CARTER

● Page 2 ● aczguk@r.postjobfree.com

Accomplishments:

• Achieved 95% success rate for agents that completed training and stayed with company for initial 90-day period.

Virtual Channel Support Supervisor (11/2005 – 12/2006)

Managed 15-18 representatives within NSS Back Office workflow, with responsibility for providing directions and ensuring attainment of SLAs in different queues from KANA (RMA, Family Locator, Indirect SOAR, Sales Force

Adjustments, SOAR Escalations and Demo’s), SST (Boost Migrations, EN1010, Enterprise Quality Assurance, i27X

Follow-ups, Hierarchy Follow-up, and Partially Activated Follow-ups) and group mailbox for Enterprise QA, Created processes to streamline handling time and ensure quality. Assisted in reporting statistics to corporate.

Accomplishments:

• Ensured attainment of SLAs by tracking performance of representatives.

National Sales Support Supervisor (04/2004 – 10/2005)

Supervised up to 18 agents receiving incoming calls / orders from Nextel’s sales channels. Conducted regular group and individual meetings with team, ensuring positive communication flow. Developed action plans and counseling for team members, ensuring departmental and company service level goals were met. Delegated duties and responsibilities to team lead, ensuring completion of monthly duties such as reporting, performance tracking, and administrative tasks.

Accomplishments:

• Gained recognition as top team performers for 10 out of 12 months.

• Created recognition program to create team environment, subsequently adopted center-wide.

Corporate Accounts Supervisor (04/2003 – 03/2004)

Acquired and maintained highly visible corporate account customers. Provided customers with product and service information and maintained all account modifications such as rate plan changes, price adjustments for corporate accounts and billing inquiries. Provided first-level escalation support, ensuring customer issues were resolved in timely and accurate manner.

Accomplishments:

• Generated additional revenue by examining accounts, products and services, ensuring proper rate plan, and retaining clients.

National Billing Research Supervisor (10/2001 – 03/2003)

Worked with team members and staff operations management in producing and analyzing data, determining issues and applying process improvements. Conducted regular group and individual meetings to optimize communication flow. Promoted leadership, coaching and development, while motivating team to meet objectives and driving focus on quality metrics. Tracked performance of representatives, implementing action plans or counseling where appropriate.

Senior Trainer (12/1997 – 09/2001)

Led six week technical training class with 20 -25 new hires in classroom setting. Tracked attendance, test scores and development of new hires. Trained the trainers on new products and ensured training information was updated with new products or procedures. Certified to lead diversity training to existing staff as well as new hires. Completed departmental wide diversity training initiative. Achieved ACER certification.

Accomplishments:

• Denver was recognized and one of the leading training centers. Traveled to other locations to assist in training.

EDUCATION

UNIVERSITY OF PHOENIX

Master’s Degree in Human Resources (Pending 2017)

Bachelor’s Degree in Business Management (2008)

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