Nicholas S. Isaac, M.A.

253-***-**** adju7x@r.postjobfree.com Milford, IL 60953

SUMMARY OF QUALIFICATIONS

Experienced Human Resources Professional with background in behavioral analysis and modification, employee development, and safety and compliance. Dedicated to putting people first, while supporting the overall mission of the business.

EXPERIENCE

Stock and Field (FKA Big R Stores), Watseka, IL

Director of Corporate Operations February 2020 – Present

Responsible for all Safety and Compliance Programs (Physical and Digital), all Training and Employee Development, all Process Improvement strategies to optimize Corporate and Store efficiency, all Customer Service Channels, Company Communication, and Supplies Inventory across 25 stores, 3 distribution centers, and 2 corporate offices

oCreated a standardized On-Boarding Program to modernize intake and initial training of new employees

oImproved Company Communication distribution timing by 3 days to enable Store Operations more time to prepare for new ads and promotions, to complete mandatory trainings, and implement new processes

oAuditor of role-based security access and created tiered profiles for user-access across the Company

oDeveloped new HazMat program with annualized training

Oversee all aspects of Co-Branded Mastercard Program, including, but not limited to Partner Relationship, PCI Compliance, Marketing, Employee Training Compliance and Program Performance

oLeveraged key stakeholders in Operations to improve training compliance and store performance through clear goals and accountability, which were previously undefined

oFrom early 2019 to end of 2020, improved application volume by 900%, application penetration improved from 0.04% to nearly 0.20%, and saw increase in contractual rebate volume from $35k to $400k

oTasked Marketing to refresh assets to better align with Company Brand and added other marketing channels beyond in-store signage

Designed and implemented an Operations Application

oGrants employees digital access to Training Documents and SOPs – tracks opened files for legal purposes

oAllows Management to assign tasks for subordinates, supported by email notifications

oOffers production metrics, creating transparency and objectivity on Employee Performance Appraisals

Responsible for Customer Service Team

oImproved response time for customer inquiries from 5+ days to within 24 hours

oDeveloped tracking process to better analyze primary channels for to receive customer feedback and created process to better utilize this feedback for SOP/Process Improvement

Director of Human Resources and Training August 2018 – January 2020

Responsible for all facets of Human Resources and Training

Created Internal Controls for incident reporting, benefits administration, new hire paperwork processing, and recruiting for 1200 employees

Added an optional Wellness Program to enrich benefits offering, shortened the Plan Enrollment Eligibility period, and negotiated no increase to Plan Rates for 2019 Plan Year

Made numerous policy updates, resulting in a New Employee Handbook released in January 2020

Conducted Risk Assessment and designed Safety Program to mitigate most critical exposures and prevent workplace accidents

oImplemented Powered Industrial Truck Curriculum in accordance with pertinent OSHA requirements

oCreated new SOPs for PPE and Emergency Procedures

Investigated and resolved numerous OSHA Complaints

oTrained Store Management Teams on how to properly handle OSHA Complaints and Inspections in future

Director of Training, Employee Development, and Recruiting March 2018 – August 2018

Responsible for all training and employee development opportunities

oPrimarily focused on LMS updates and customer-facing training for improved sales

oReduced customer engagement complaints by 50%

Primary Recruiter for Corporate and Store Management

oWorked with Third Party Recruiting sites and Temp Agencies to improve reach and better target key positions

Lowe's Home Improvement, Danville, IL Sales Specialist March 2016 – March 2018

Accountable for converting walk-ins to sales and DIY customers to Installed Sales customers.

Exceeded monthly sales goals for 22 consecutive months by average of 20%

Ranked 5th in Total Sales for 2017 Fiscal Year in Regional Market of Millwork Specialists

Ranked 7th in Sales Volume for 2016 Fiscal Year in Regional Market of Flooring Specialists

Led the VOICE team designed to improve employee culture and morale

Alere (now Optum), Seattle, WA and Lakeland, FL Wellbeing Coach April 2011 – May 2014

Managed caseload of over 100 participants in the Veterans Administration's TLC Program and various corporate wellness programs.

Developed SMART goals pertaining to participants' goals in one of six key outcome areas.

Utilized Social-Cognitive Theory, Cognitive-Behavioral Theory, and Motivational Interviewing modalities.

Assisted in the training and development of new hires through call reviews and intervention feedback assessments.

EDUCATION

Touro University Worldwide, Los Alamitos, CA

Master of Industrial-Organizational Psychology Concentration in Human Resource Management

Graduated Summa Cum Laude (4.0), Valedictorian Candidate

Washington State University, Pullman, WA

Bachelor of Science in Psychology

TECHNICAL SKILLS

Proficient in Microsoft Word, Excel, Outlook and PowerPoint. Experienced in Adobe Acrobat editing and Microsoft Power Apps.

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