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Manager Customer Service

Location:
Raleigh, NC
Salary:
18.00
Posted:
January 10, 2020

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Resume:

Alisia Walton

***** ***** ***** *****

Raleigh, NC 27613

614-***-****

ada9jn@r.postjobfree.com

Background Summary

Senior professional with over 10 years of progressive Human Resources experience in areas of Management, Career Development & Succession Planning, Affirmative Action Programs, Employee Benefits, Associate & Vendor Relations, Employment Law, and Workers Compensation, with proven leadership and project management experience. EXPERIENCE AND ACHIEVEMENTS

Johnson Brothers Distribution 8/2019-Current Regional HR Business Partner (Eastern Region) Raleigh, North Carolina

• Collaborate directly with all members of management to develop job descriptions, promotion, transfers, assignments, and performance management

• Manage relationships with job families, facilitate and develop organizational charts

• Recommend changes to policies, practices, and procedures to ensure compliance with Federal, State and local legislation

• Actively work with leadership to implement employee engagement, retention strategies, while recruiting talent who possess our core competencies

• Implement effective training and development of managers and employees

• Coach managers to proactively address any employee relation opportunities

• Collaborate with leaders in Rhode Island, NY, NJ, WVA, FL, and North Carolina

• Strategic alliance with Business Units to embrace change, support high-touch customer service

• Build trainings and development plans with Business Units to develop human resources and corporate strategies

Premier Research 11/2016-8/2019 Human Resources Business Partner Raleigh, North Carolina

• Managed all aspects of employment life cycle activities, administration, on-boarding, benefits, leave management, and terminations

• Collaborated directly with all members of management to develop job descriptions, promotion, transfers, assignments, and performance management

• Managed relationships with job families, facilitate and develop organizational charts

• Recommended changes to policies, practices, and procedures to ensure compliance with Federal, State and local legislation

• Actively worked with leadership to implement employee engagement, retention strategies, while recruiting talent who possess our core competencies

• Implemented effective training and development of managers and employees

• Coached managers to proactively address any employee relation opportunities

• Collaborated with legal to create our Canadian handbook and levy for enhancements to our current US handbook

• Strategically managed Business Units to embrace change, support high-touch customer service

• Worked with Business Units to develop human resources and corporate strategies Macy’s 3/2015-10/2016 Multi-Store HR Manager Human Resources Manager Northern Florida

• Managed all aspects of organization development, employee relations, and recruitment at multiple locations consisting of 400+ associates - Met all hiring goals every season and increased engagement scores by 30%

• Created a culture that values career development, succession planning, coaching, and retention - Lowered turnover and unfilled openings in all stores from previous year

• Administered investigations, partner with Associate Relations team, and legal counsel to protect our brand - Mitigated numerous potential litigation issues by consulting with counsel to resolve conflict

• Conducted talent reviews with executives to measure and assist with their development, readiness and potential

• Administered Employee Engagement Survey, implement action plan based on input, measure progress, and report findings.

• Facilitated Responsibility Based Performance reminders and Decision Making Leaves fairly and consistently

• Maintained and educate stores on regulations, laws, and best practices

• Managed payroll, time tracking, training on conflict resolution, workers compensation, LOA, and OSHA MMG 7/2008–2/2015 Multi-Brand District Manager and Recruiter for Macy’s Private Brands Brand Development Manager Southern VA and the Carolinas

• Awarded the nationally recognized Make Magic Six Award in 2010, 2011, 2012, and 2013 for exceeding company goals

• Executed and assisted HR strategies in order to improve staff retention and develop human capital

• Recruited, coached, and developed my teams for successful succession plan

• Trained management team on interviewing techniques and best practices, conducting workshops and one- on-one coaching sessions that led to sound hiring decisions

• Managed talent acquisition, improved organizational effectiveness, and reduced workforce risks

• Structured and implemented programs and policies in the area of training, incentives, and new-employee orientation

• Implemented performance review process to identify “fast-track” management candidates Macy’s Merchandising Group 5/2002-7/2008 Brand Development Manager Ohio and Western, PA

• Communicated store deficiencies to MMG while guiding stores to be customer-centric

• Developed and implemented strategies to attract and maintain a highly engaged workforce

• Consulted with Hiring Managers to defined recruitment strategies to hire top talent that meet the brand and specialist requirements

• Directed and taught stores on product knowledge, while providing sales strategies to increase revenue

• Determined priorities and actions, analyzed business opportunities, and determined action plans

• Supported onboarding of new management and store executives related to understanding merchandising, selling, product training, and strategies

• Partnered with planners on development of merchandise strategies and assortment plans based on customer feedback

• Managed all aspects of product placement, promotions, and identify poor investments within the stores Macy’s 6/2001–5/2002 Visual Merchandiser Columbus, OH

• Managed a team during the opening of one of the first prototype store for Macy’s

• Analyzed business review and merchandising reports to take appropriate action to capitalize on business strengths and impact deficiencies

• Trained, recruited, and helped to promote associates

• Created set-ups that resulted in visual execution nationwide Tailored Management Inc 2/2000-4/2001 Executive Recruiter Columbus, OH

• Accountable for all phases of recruiting and hiring for multiple corporate accounts

• Performed needs assessment and sales to service client meetings

• Maintained productivity through consistent staff training and coaching

• Performed and facilitated orientations, applicant testing, referencing, background checks, and drug screens

• Instrumental and successful in using social media and recruitment tool accounts to reduce cost to the company and clients

• Proactively sourced and maintained an effective pipeline of diverse candidates Education

Bachelor of Science, Marketing, Franklin University, Columbus, OH Associate of Science, Fashion Merchandising, West Virginia State University, Charleston, WV Volunteerism

Couture for a Cause, Board Member/Sales/Silent Auction Race for a Cure, Captain-Created Charlotte’s first Macy’s team and exceeded our goal by 300% American Heart Association, Fund Raising Activate Good United Way



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