Call Center Human Resources

DAWNKUS

Perry Hall, Maryland ***** 410-***-**** ******@*******.***

Dedicated Human Resources professional bringing 15+ years of expertise in benefits administration, recruitment, and staff development. Talented in bridging gaps between labor forces and management to achieve objectives. Driven and decisive with passion for building and retaining highly effective teams.

• Human Resources Management • Team Building and Team Management

• MS Office (PowerPoint, Outlook, Advanced Excel) • Problem Resolution

• Payroll Management • Regulatory Compliance

• Onboarding and Recruitment • New Employee Training

• Unemployment Compensation and Hearings • Conflict Resolution

• Compensation Structuring • Policy and Procedure Adherence

• Benefits Administration • Teamwork

• Workforce improvement • Conflict Management

• Process Improvement • Organizational Skills

• Records Management • Management Training

• Organizational Development • Employee Relations

Director of Human Resources, 06/2020 to current

Law Offices of James E. Crawford, Jr., and Associates-Linthicum Heights, MD

• Manage a team of four team members which encompass compensation and benefits, employee relations, recruitment and talent acquisition, and training, development, and compliance.

• Directly responsible for developing each area of focus and making each group successful.

• Directly responsible for developing overall concepts, processes, policies, rules, measurement, success, and progress of the entire HR department.

• Manage compensation and benefits including payroll administration, commission and bonus structures, benefits, attendance and leave tracking, career and succession plans, employee performance evaluations.

• Manage employee relations including on-boarding and orientation, employee appreciation and recognition, employee feedback sessions, client and employee surveys, grievance and complaints, policies, employee wellbeing, retention, and attrition, and exit interview process.

• Manage goals and expectations and building curriculum for continuing education.

• Manage various recruitment strategies including social media, company website, job boards, career fairs, employee referrals, and other relevant advertising efforts.

• Continue to develop an ideal candidate profile and assess business needs.

• Conduct phone screens and interviews to assess candidates’ skills, competencies, and cultural fit.

• Maintain company compliance with all local, state, and federal laws, in addition to establishing organizational standards.

• Manage all aspects of unemployment compensation including responses to the Department of Labor and facilitating hearings and appeals.

• Manage each phase of hiring process, encompassing recruiting, interviewing, employee relations, and on boarding.

• Brief new hires on essential job information, such as company policies, employment benefits and job duties.

• Streamline HR efficiencies, coordinate new hire orientations and provide onboarding and training for new employees.

• Prepare budgets and maintain expense tracking with contracts and vendors.

• Negotiate pricing and terms with vendors.

• Manage supplies and office.

• Accurately prepare payroll and tracking data using Zenefits and Paychex systems.

• Manage payroll and benefits for 70 employees.

• Structure compensation and benefits according to market conditions and budget demands.

• Manage various benefit programs, including 401K, medical, dental and vision packages.

• Enhance team workflows and employee job satisfaction by coordinating communication between managers and employees.

• Maintain current knowledge of industry regulations and legislation to amend policies as needed and promote compliance.

• Automate office operations while managing client correspondence, record tracking and data communications.

• Work with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.

• Provide resolution to complex and confidential issues by meeting one on one with all parties involved.

• Provide guidance on policies and procedures to harmonize responses, provide appropriate investigation actions and reach resolution of grievances.

• Instruct senior leaders on appropriate employee corrective steps.

• Utilize compliance tools, corrective actions, and identification of deficiencies to mitigate audit risks.

• Educate management on successful policy implementation and enforcement actions to prevent employee legal entanglements.

• Coordinate activities of human resources team, distributing resources and personnel effectively across organization to meet HR needs.

• Create and implement forward-thinking initiatives to improve employee engagement.

• Facilitate communication and coordination between employees and management by holding team meetings to discuss process improvements.

• Serve as representative in various civic and community functions to further enhance company image and develop additional business.

Director of Human Resources, 05/2001 to 05/2020

Protocall Communications, Inc. - Laurel, MD

• Followed programs closely to assess effectiveness and make proactive changes to meet changing demands.

• Maintained company compliance with all local, state, and federal laws, in addition to establishing organizational standards.

• Managed all aspects of unemployment compensation including responses to the Department of Labor and facilitating hearings and appeals.

• Directed each phase of hiring process, encompassing employment verification, employee relations investigations, criminal background checks and onboarding.

• Briefed new hires on essential job information, such as company policies, employment benefits and job duties.

• Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for 150+ new employees.

• Produced daily, weekly, and monthly performance reports using advanced Excel spreadsheet functions. Such as advanced formulas and pivot tables.

• Accurately prepared weekly and semimonthly payroll and tracking data using ADP and Paychex systems. Managed payroll and benefits for over 150+ employees.

• Structured compensation and benefits according to market conditions and budget demands.

• Directed and controlled various benefit programs, including 401K, medical, dental and vision packages.

• Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.

• Maintained current knowledge of industry regulations and legislation to amend policies as needed and promote compliance.

• Automated office operations while managing client correspondence, record tracking and data communications.

• Worked with managers to achieve compliance with organizational policies, providing clarifying informationand recommending necessary changes.

• Provided resolution to complex and confidential issues by meeting one on one with all parties involved.

• Provided guidance on policies and procedures to harmonize responses, provide appropriate investigation actions and reach resolution of grievances.

• Instructed senior leaders on appropriate employee corrective steps.

• Utilized compliance tools, corrective actions, and identification of deficiencies to mitigate audit risks.

• Educated management on successful policy implementation and enforcement actions to prevent employee legal entanglements.

• Coordinated activities of human resources team, distributing resources and personnel effectively across organization to meet HR needs.

• Collaborated with cross-functional departments to create, manage, and maintain calling systems and sales reporting.

• Strengthened operational efficiencies and traceability by developing organizational filing systems for confidential employee records and reports.

• Created and implemented forward-thinking initiatives to improve employee engagement.

• Facilitated communication and coordination between employees and management by holding team meetings to discuss process improvements.

• Served as representative in various civic and community functions to further enhance company image and develop additional business.

Reporting Specialist, 11/1998 to 10/2000

Amerix Corporation - Columbia, MD

• Manipulated, transformed, and analyzed data by reviewing computer reports, printouts, and performance indicators.

• Produced daily, weekly, and monthly performance reports using advanced Excel spreadsheet functions. Such as advanced formulas and pivot tables.

• Prepared statistical analysis plans and provided statistical interpretation for graphs, tables, and charts.

• Prepared commission calculations to be submitted with payroll.

• Developed integrated spreadsheet and database templates for accumulating, formatting, and organizing program data and presented findings to management.

• Structured compensation and benefits according to market conditions and budget demands.

• Liaised between multiple business divisions to improve communications.

• Responded to employee questions and requests for information in timely and knowledgeable fashion. Sales Reporting Manager, 03/1996 to 10/1998

MCI Telecommunications, Inc. - Linthicum Heights, MD

• Developed team communications and information for sales meetings.

• Met deadlines by proactively managing individual and team tasks and implementing sales reporting processes.

• Produced daily, weekly, and monthly performance reports using advanced Excel spreadsheet functions. Such as advanced formulas and pivot tables.

• Produced sales and productivity reports outlining commission data to assist management with making strategic plans and operational decisions.

• Developed and managed all recognition programs for outbound call center of 500+ employees. Computer and Information Sciences

Essex Community College

I am an advanced user with all MS Office products, such as MS Excel, PowerPoint, Word, and Outlook. I am always continuing my knowledge of Human Resources through ongoing training. I am committed to staying current on all regulations, compliance, and payroll laws. I work well within a team and strive for excellence in all that I do.

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