MARCY FORT, D.M.

**** ****** **** *********, ** *0815

• M: 954-***-**** • adnwbh@r.postjobfree.com

A sharp and dynamic Human Resources Professional with demonstrated success in developing and administering educational and Human Resources programs in areas to include Organizational Theory, Employee Relations, Management, Leadership and Research Methods, in real-world settings for multi-level audiences, directly impacting bottom-line revenue growth.

SUMMARY OF QUALIFICATIONS

· Over 15 plus years in Human Resources with a vast level of HR management within state and local agencies.

· Talented Professional with extensive experience in educating and training 900+ people through 100+ training programs on wide-ranging subjects, including Sexual Harassment, Customer Service, Americans with Disabilities Act, Ethics, Voluntary Compliance Agreement (VCA), and Delivering Service Excellence.

· HR Management experience over 15 years

· Specified strengths include Human Resources, Employee Relations, Investigation, Policy development, Labor Relations, HUD policies and procedures, People-soft and government operations.

· knowledge of teaching methodologies and curriculum design through independent study.

· Over 15 years of management and leadership with the Federal Government and State of Florida laws and policies.

· 20 years of training and development, employee development, presentations, Research Methods, Administrative Management, Leadership, Mentorship, and Lead Training with project development

· Over 8 years as a Case Manager

· Operations Manager of College Bound Solutions, Inc and The L.E.A.P. Program. Presents lectures, demonstrations, and coordination of trainings

· COVID19 Contact Tracing Certified

· Adjunct Instructor of adult learners in classroom setting PROFESSIONAL EXPERIENCE

URBN, INC.

TRAINING SUPERVISOR

2020 - PRESENT

RESPONSIBLE FOR TRAINING ALL STAFF ON VARIOUS SYSTEMS. RESPONSIBLE FOR NEW HIRE ONBOARDING TRAINING. MAKE SURE ALL MATERIALS ARE PREPARED, CONDUCT TRAININGS FOR ALL STAFFING LEVELS, MAINTAIN ALL RESOURCES, DEVELOPMENT ALL TRAININGS AND ENHANCE PREVIOUSLY CONDUCTED TRAININGS. CRICKET WIRELESS

MULTI-STORE MANAGER 2018 - 2020

● Manage 2 store locations improved the overall store rank from 15 out of 15 stores to 2th rank within 4 months.

● Mentor and coach staff on the sales pitch delivery to improve the goals of the store and exceeded the goal by 35%

● Conducts think tank sessions with the store managers to focus on best practices to improve store productivity

● Conducts weekly observations of employee customer interaction. This observation has improved the employee services and sales by an average of 45%. This has also increased in the sales of phones and accessories in all managed locations.

● Implement organizational change and job alignment to improve the customer service and employee development.

● Completes the schedule for all locations and all shifts

● Maintain the company’s Whiteboard so that all employees can have a visual of their progress so they will know all areas of improvements and areas that need improving.

● Responsible for all areas of HR benefits and payroll

● Responsible for training all store employees

● Developed an Employee of the Month program. This programs focuses on the retention and reward aspect of HR and has improved the retention of all managed locations by 30% in the first quarter.

● Managed to retain customers and to bring in new customers by marketing and improve in customer service CHICK-FIL-A

TRAINING DIRECTOR 2016- 2018

● Focused on the improvement and process of the store, by focusing on the goals of the store.

● Developed new processes to improve the training and development of all employees by implementing online trainings for all employees to have access to the trainings on their cell phones. This improved the employee performance and training all staff trained within 3 months of implementation.

● Mentored and coached employees on a daily basis.

● Implemented an HRIS process so all managers can conduct quarterly and yearly employee reviews.

● Implemented Think Tank Sessions so that all directors can focus on improving the overall goal of the store. Implemented a food waste process, that allowed the store to not cook more food than is needed on a daily basis. Developed employee and customer survey drop box. This drop box improved the delivery of efficiency of services in the dining room and catering areas.

● Develop team member orientation program to introduce new team members to Chick-fil-A standards and best practices.

● Create training guides or visual aids to assist in daily operations. Train and develop new team members to excel in customer service, product safety, leadership, cleanliness and speed of service.

● Conduct service checks to ensure that employees are maintaining all aspects of the Chick-fil-A Recipe for Service and upholding restaurant principles. Perform regular quality standard assessments.

● Update employees on new service rollouts and inform/explain service guidelines to team members.

● Spend quality time with employees reviewing the best practices.

● Lead weekly review focusing on particular service standards for specific areas.

● I have increased Employee development and Employee Relations within the unit. Knowledge of Labor Relations, Investigations, payroll, benefits, operations management and product development. MIAMI-DADE HOUSING AGENCY, Miami, Florida

HUMAN RESOURCES ASSISTANT MANAGER 1999-2015

· Assist with the development of job description and job analysis.

· Knowledge of federal, state, and local labor laws.

· Knowledge in the areas of talent management/acquisition, organizational development, compensation, employee relations, project management.

· Writing operational policies and procedures.

· Community knowledge and resource, public relations, recruitment, and developing employee relations programs.

· Prepare and administer budgets.

· Employee mentor, conducts focus groups direct employees or resolve issues.

· Analyze data, make recommendations and effective critical decisions.

· Conducts regular field visits to determine training needs.

· Mentor employees on employee self-development programs

· Appointed Equal Opportunity Officer for the department. Conducted over 100 Employee Relations investigations. Conducts all employee relations investigations. Conducts mediation sessions, individual and group. Mentor employees Conducts grievances hearings. Knowledgeable of Employee Relations Policies and Procedures. Develop reports, provide feedback and recommendation to the organization directors and County’s attorneys. Attend and assist the County’s law team in court proceedings. Attend Employee Relations conferences.

· Conducts research, and recommend programs to enhance organizational performance.

· Coordinator of the Tuition Refund Program for the organization.

· Oversee the training budget for the organization

· Update and managing training resource library, including aids and equipment

· Identify and address existing training needs for 900 employees, including Directors, Managers, Supervisors, Frontline Staff, Clerks, Maintenance staff, and temporary employees both through direct observation and feedback from department leaders. Identify complex situations and conduct an analysis of the cause, and provide feedback.

· Identify training deficiencies and direct corrective action. Produce training materials; manuals, lessons, guides, exams, and job performance measures.

· Designs and facilitates development courses using audio-visual materials, instructor and participants guides and lesson plans.

· Coordinates, leads, facilitate, and assess the effectiveness of in-service training using a combination of online, webinar, conference, and individual/group classroom settings.

· Administer oral, written, and job performance measure examinations, evaluating results.

· Escalated employee knowledge base from ~2% to 95% through the delivery of such courses as Ethics, VCA, HRIS, WIA, WAGES and policy changes.

· Conducts and develops learning needs assessments to identify individual, team, division and organizational training opportunities. Assesses training effectiveness in terms of employee performance and may consult with employees, managers, division director and organization director on the outcome and performance and career management.

· Detail training program results in well-crafted narrative and statistical reports, outlining completed, ongoing, and future educational initiatives.

· Oversee the training budget for the organization

· Update and managing training resource library, including aids and equipment.

· Designed, administered, and evaluated the effectiveness of effective training programs for broad audiences, additionally orchestrating the fulfillment of certification requirements as dictated by organizational needs.

· Executed numerous training projects, including a U.S. HUD mandate to train 700+ people in 2 weeks.

· Led 100+ professional development course trainings in classroom settings for multi-level staff, from front-line workers to senior executives, strengthening their knowledge of business writing, stress & time management, interviewing, and Microsoft Office. Resulted in improved report generation.

· Instituted numerous departmental firsts, including the development of a Training Needs Assessment Survey, the introduction of a quarterly training calendar, and the launch of the Employee of the Quarter Program.

· Directed the relocation and consolidation of 7 single offices into one, charting the transition of 437 employees and

$250K in office equipment while minimizing the impact to 16K+ residents and service providers.

· Reduced research time for HR staff by installing an HRIS system enabling employees to view their payroll information, benefits, disciplinary actions, and other key information.

· Drafted 12+ new and policies and procedures for a comprehensive agency manual. ADDITIONAL EXPERIENCE

· Training Specialist/MIS Supervisor, Miami Dade–Monroe WAGES Coalition, Miami, Florida, 9/1999 - 4/2001

· Employment Specialist II, Department of Labor 10/1991-08/1999

· Adjunct Instructor, St. Thomas University, Miami, Florida, 08/1995-08/1998 EDUCATION AND TRAINING

DOCTORATE OF MANAGEMENT 2012

UNIVERSITY OF PHOENIX Fort Lauderdale, Florida

Concentration: Management and Leadership

MASTER OF ARTS IN ORGANIZATIONAL MANAGEMENT 2006

UNIVERSITY OF PHOENIX Fort Lauderdale, Florida

BACHELOR OF ARTS IN MASS COMMUNICATION 1990

BETHUNE-COOKMAN COLLEGE Daytona Beach, Florida

AFFILIATIONS/PROFESSIONAL DEVELOPMENT

· Affiliations: Co-Founder of A Better Me Project, Inc., Founder/CEO, Professional Teen Network, Inc.

· Professional Development: Miami Dade County Ethics Certificate, Supervisory Management Program Certificate, EEOC Certificate, COVID19 Contact Tracing Certificate from John Hopkins University TECHNICAL SKILLS/AWARDS

· Technical Skills: Microsoft Word, Excel, Power Point, Access, Visio, HRIS, People-soft

· Awards: Dedication Award from the Employee Suggestion Program (4); The Appreciation Award from the Breast Cancer Awareness Program; Appreciation Award, US Census Department of Miami Dade County

Contact this candidate