Service Representative Remote Customer

Dawn Burge

Human Resources Generalist

Southfield, MI 48033 480-***-**** ****.*****.*****@*****.*** PROFILE

Results-driven HR professional dedicated to delivering exceptional customer service. Strong leader and analytical problem solver with a passion for learning and development. Highly effective at building relationships, influencing others, and continuously implementing process improvements. EXPERIENCE

24-7 Intouch, Mesa, AZ

— Training Facilitator

August 2020 - September 2022

● My energetic and positive style creates a virtual learning environment that motivates adult learners to succeed utilizing a variety of adult learning methodologies.

● Increased CSR’s performance metrics over 25% through gap analysis, designing curriculum and coaching.

● Reduced classroom attrition by 10% following the implementation of “People First” initiatives.

● Introduced a mentorship program which resulted in the promotion of 3 agents within a single quarter.

● Streamlined operations by designing a workbook to organize training data, resources and metrics into a single source that increased efficiency and improved transparency for all stakeholders.

● Consistently received positive feedback on surveys, score cards and from client partners. ASM America, Phoenix, AZ

— HR Operations Manager

November 2017 - February 2019

● Managed the HR Operations team overseeing HRIS, on/off-boarding, immigration, recruitment, and compliance.

● Responsible for supervision, goal setting, development, performance coaching, review and mentoring of team members.

● Owned HR deliverables, led project teams and executed with operational excellence; partnered with expertise centers to resolve complex issues.

● Successfully transitioned operations to a self-service delivery model reducing the number of email and walk-in requests by 50%.

● Achieved 96% on-time completion of HR tickets within 30 days of transition.

● Created workflow efficiencies throughout the hire to retire processes.

● Redesigned the employee orientation program to ensure a positive experience for new hires. 2

ASML Chandler, AZ

— HR Generalist

June 2000 - September 2017

● Honed my project and change management skills throughout the transition to a shared service model by creating lean workflows, defining SLA’s and publishing a Service Center Catalog.

● Recognized for delivering excellent service by responding to inquiries, and completing transactions on time with accuracy. Routinely solved complex escalations. Provided guidance and consultation on policy, process, legal compliance, LOA, FMLA, ADA, EEO/AA.

● Recognized as SME to oversee training on process, procedures and HRIS systems. Led the ATS training for recruiters during the transition to a RPO model. Facilitated leadership and professional development workshops.

● Conducted full cycle recruitment; consistently negotiated over 50 employment offers annually, exceeding 90% acceptance.

● Ensured a flawless onboarding experience including domestic and international relocations and immigration compliance.

● Managed employee relations investigations, advised leadership on appropriate corrective actions and facilitated performance terminations and reductions in force.

● Partnered with leaders on corporate strategic vision and alignment; provided guidance on people development, retention, succession planning and change management initiatives. SKILLS

Project Management

Change Management

Process Improvement

Data Analysis

People Development

Training

Facilitation

Benefits Admin

Employee Relations

Recruitment

On/Offboarding

Microsoft Office

Google Suite

HRIS

SAP/SuccessFactors

EDUCATION

University of Phoenix, Mesa AZ - BS, Management

CERTIFICATIONS

PHR (2008 -2016)

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