Customer Service Project Coordinator
Resume:
VENUS DORTCH
PENSACOLA, FL ****6
NAVY FEDERAL CREDIT UNION
Human Resources
Employee Relations Specialist III, August 2012 – December 2021
●To provide guidance to management and employees on performance concerns, conflict resolution, organizational changes, HR policies and procedures, employment/labor laws, EEO, and adverse employment actions to promote a fair and equitable work environment. Assess and address employee engagement, management educational needs, employee and manager counseling, performance improvement efforts, investigations, policy interpretation and resolution of grievances/charges with an appropriate and consistent course of action.
BAPTIST HOSPITAL
Human Resources
Human Resources Manager II, January 1998 – June 2012
●Coordinates and facilitate the onboarding process of new hires by assisting managers with position requests, conducting applicants screening, setting up pre-employment physicals, processing criminal backgrounds paperwork,inputting new hires in HRIS system, orientation, and benefits enrollment.
●Facilitates full life cycle recruiting of Technical new hires, such as Product Managers, Product Designers, Project Coordinator, Project Managers, Market Analyst, Developers, etc. Also assisted with hiring seasonal employees for customer service work. Extend employment opportunities to candidates. Proficient in Microsoft Word, PowerPoint, Excel, Medical, Technical and non-technical recruiting experience. Additional proficiency in Boolean searches while using job boards such as LinkedIn, Monster, Dice, CareerBuilder, Zip Recruiter and social media. Uses ApplicationTracking Systems, such as the Bullhorn, Sales Force, and Dynamics. Navigates through SAP Field glass, System One, Zero Chaos, UltiPro, and Kronos. .
●Uses knowledge and expertise of federal and state employment laws to provide advice, guidance and mediation to employees and managers to ensure policies, procedures, and employment are applied fairly and consistently to minimize organizational exposure.
●Resolves issues involving: discipline, performance problems, employee complaints, and attendance, promotions, documentation, and employment policies/procedures.
●Coach and develop talent within the organization and assure appropriate developmental programs are designed, implemented and monitored
●Plan, organize and administer “best practice” HR training for supervisors to ensure that supervisors comply with accepted HR policies and legal parameters
●Provides input to human resource professionals to ensure that HR processes and services are aligned with and support the business objectives of the organization
●Implements metrics to evaluate exiting employees to reduce turnover and ensure retention success.
●Investigates, process and format data for EEOC claims
●Manage and process unemployment claims to minimize or eliminate cost
●Works as a liaison with the Director of Workers Compensation in reference to workers comp claims, light duty work requirements, and safety recommendations to reduce costs and legal exposures
●Assist in the developing of competency evaluations for staff to ensure accurate performance assessment
●Serve as a catalyst to develop, implement, and monitor policies to enable the organization to meet their growth and revenue targets
●Provide leadership and direction for various programs initiatives
BAPTIST HOSPITAL
Human Resources
Human Resources Intern, May 1997 - December 1997
●Worked closely with the affiliate hospitals of Baptist Health Care and assisted in intense training of human resource representatives at Jay Hospital and Atmore Community Hospital
● Participated in JCAHO accreditation at D. W. McMillan Hospital
●Assisted in the evaluation and auditing of staffing, compensation, benefits, and other Human Resources issues at each facility
●Participated in the implementation and enrollment of new health insurance at D.W. McMillian Hospital, Atmore Community Hospital, and Mizell Memorial Hospital
●Managed staffing and employee issues
UNIVERSITY OF WEST FLORIDA
Office of Equal Opportunity/Affirmative Action
Intern, August 1996 - August 1997
●Conducted research and formulated reports on new developments and laws in equal opportunity and affirmative action
●Planned and coordinated diversity initiative to ensure the inclusion of all cultures throughout the university
●Served on the diversity council where issues of diversity, sensitivity, and awareness efforts were explored and implemented to drive innovation and inclusion through diversity
ESCAMBIA-PENSACOLA HUMAN RELATIONS COMMISSION
Intern, August 1994 - December 1994
●Processed clients’ EEO complaints, verified and updated case records, and assisted with special projects for local community action programs
EDUCATION
UNIVERSITY OF WEST FLORIDA
Master of Public Administration, May 1998
UNIVERSITY OF WEST FLORIDA
Bachelor Degree, Legal Administration, December 1994
Minor - Social Welfare, December 1994
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