Resources Manager Customer Service

Dawn Nickerson

Cumming, GA

678-***-**** / *******@*****.***

EDUCATION, CERTIFICATIONS AND CORE COMPETENCIES

B.B.A, Business Management SHRM-CP

Georgia State University, Atlanta, GA Society for Human Resources Management- Certified Professional

Achieved 2016, 2018, and 2019 Founder’s Club Award for outstanding performance; 15+ years Information Technology Industry experience with the following Core Competencies:

• Mentoring & Coaching

o Coached and Mentored HR team of 3, delivering high value HR service to 150+ employees

• Performance Management

o Realized 25% reduction in turnover past 4 years and 55% decrease in overtime costs

• Recruiting & Talent Management

o Successfully negotiated search fee contracts decreasing costs by 15%, realizing 40% reduction annually o Achieved average growth rate of 35.33%

• Organizational Development/Change Agent

o Managed succession planning program mapping internal talent, prospective leaders, creating L&D plans, delivering structured solutions, reducing hiring costs, and prioritizing career pathing opportunities o Delivered business coaching for management teams reducing Employee Relation cases and Voluntary Turnover o Managed complex integration projects partnering with IT, Finance, and Executive team, providing assimilation strategies on time and on budget

• Process Improvement, System Design, Data Analysis & Reporting o Implemented a new HRIS tool, increased HR department’s productivity 55%

• Compensation and Total Rewards

o Built and managed corporate wellness program and increased medical carrier wellness budget by 33% o Led and procured cost-effective comp analyst tool to drive benchmarked jobs, pay grades, internal pay equity, and meet competitive job pricing goals via on demand market data o Partnered with benefits broker, managed employee benefits renewal process, open enrollment activities; successfully negotiated plans and wellness programs, resulting in single-digit medical renewal rate increases

• Compliance

o Administered federal and state legislation and regulatory workplace safety guidance, collaboration across all teams and functions resulting in zero safety incidents

o Developed new policies and processes to ensure legal compliance PROFESSIONAL EXPERIENCE

Veristor Systems, Duluth, GA Apr 2014 - Present

Veristor provides transformative business solutions in today's most advanced data center, security, networking, cloud and big data technologies

Director Human Resources (4/2017 - Present)

• Coach and mentor HR team of 3, delivering efficient and prompt customer service

• Realized a 25% reduction in employee turnover the past 4 years and 55% decrease in overtime costs by creating a performance driven culture developing a structured Performance Management process, recognizing increased manager accountability, skill gaps, top performer growth, and underperformer coaching & career development needs

• Collaborate and maintain effective working relationships with 3rd party recruiting agencies, successfully contract negotiated search fee by 15%, realizing an annual 40% reduction in recruitment costs

• Achieved average growth rate of 35.33%. Partnered with Executives, CFO, and Business Unit leaders to develop and optimize talent acquisition plans to attain continued organic growth strategy and budgeted resources

• Manage and guide the succession planning program mapping internal talent, identifying High Potentials, future leaders, evaluating budget, pipeline, and creating L&D plans to develop/prepare employees for promotions/transfers, reducing hiring costs and prioritizing career development opportunities

• Sustained top employer of choice recognizing a 92% employee retention rate and achieved Atlanta Business Chronicle’s Best Places to Work Award for the 8th consecutive year

• Initiated, procured, and successfully launched employee engagement survey, utilizing a streamlined automated software system, obtaining employee feedback, employee satisfaction, identifying critical improvement areas, initiated action plans, resulting in increased employee performance, retention, and organizational effectiveness; obtained a 65% reduction in voluntary turnover

• Increased HR department’s productivity 55% by implementing new HRIS tool, streamlining processes, KPI dashboard, precise data, and enhanced reporting capabilities

• Built and managed corporate wellness program; increased medical carrier wellness budget by 33% due to YOY successful employee participation level and reduced claims, effectively upholding healthy work culture

• Initiated, led, and procured cost-effective web-based comp analyst tool to obtain current and trusted compensation market data to accurately benchmark jobs, update pay grades, assess internal pay equity, achieving corporate competitive job pricing strategy goals and identifying vital trends

• Delivered resourceful solutions and influential guidance for executive and management teams during structural change events (Reduction in Force, Mergers and Acquisitions) including due diligence, evaluation of comprehensive employee benefits options, created vital communications, conflict resolution, partnering with Legal, conducted disparate impact analysis, counseled managers in maintaining positive employee morale

• Instrumental contributor in complex integration projects: collaborated with IT, Finance, and Executive team providing assimilation strategies, action plans, rebalancing talent resources, realigning HR functions, incorporating systems/processes, and policies, all on time and on budget Human Resources Manager (4/2014 - 4/2017)

• Built, developed and grew the company’s Human Resources Department

• Maintained effective communications and relationships with external business partners to include benefits broker, 3rd party administrators, and staffing agencies

• Spearheaded and restructured the recruiting full life cycle process to organize candidate pipeline, ensure compliance, sustain candidate diversity, and coached hiring managers and interviewers to follow new process and best practices, attained 90% new hire retention rate and decreased time to hire by ~ 25%.

• Working directly with benefits broker, annually managed employee benefits renewal process and open enrollment activities; YOY successfully negotiated cost-effective healthcare plan designs and wellness programs, resulting in single-digit medical renewal rate increases while maintaining high quality healthcare coverage and competitive total reward offering

• Introduced and drove implementation of new, no cost HRIS system to streamline workflow, integrate data, and improve efficiency which instantly provided an automated employee self-service benefits portal for 120+ employees and simplified the onboarding and off boarding process

• Collaborated with managers and subject matter experts to conduct job analysis to update job descriptions, develop competency-based Performance Management benchmarks, provided clear job performance objectives in line with the business

• Developed and improved new hire onboarding and off boarding program, conducted new hire orientations, stay interviews, and exit interviews, enhancing the employee full life cycle experience

• Assessed and revised employee handbook to reflect modified compliance requirements, policies, and procedures, increasing employee awareness and transparency

Adtech Global, Alpharetta, GA Apr 2012 to Apr 2014 Adtech Global was an information technology services organization providing engineering services for product design and video management systems for security companies

Human Resources Manager

• One person HR department; managed all Human Resources functions for 200+

• Partnered with the CEO and President to create and improve HR services and programs

• Led the implementation of ADP's Workforce Now Benefits module to streamline HR/Payroll processes, minimize discrepancies, and maximize workflow efficiency

• Planned, directed, and executed organizational human capital programs and business plans including training and development, employee retention strategies, organizational development, onboarding/off boarding, performance management, compensation, and talent acquisition

• Coached and worked with management concerning employee relations issues such as unemployment benefit claim disputes, EAP, FMLA, and Short-Term Disability claims

• Developed and conducted training for management to include annual performance review process, sexual harassment awareness, and safety

• Managed Drug Free Workplace program, Family Medical Leave, and Unemployment Insurance claims Daugherty Business Solutions, Alpharetta, GA Oct 2005 to Jun 2008 Corporate Recruiter

• Managed the recruiting full life cycle process to include offer presentation and negotiation. Coordinated and collaborated daily with management, hiring managers and account executives to discuss client resource requirements, project status, and budget

GE Capital (IT Solutions-Network Services/Universal Data Consultants) Norcross, GA Jan 1995 to Jul 1997 Human Resources Generalist

• Key creator and contributor to the development and growth of the human resources department

• Conducted new hire orientations and managed onboarding and off boarding activities

• Counseled management and employees on career development plans, employee benefits, and employee relations issues

• Participated in Acquisition activities providing due diligence documentation and successfully integrated company benefits, policies, procedures, and culture

Software: MS Office, ADP Workforce Now, Paylocity, Employee Navigator, CompAnalyst, CustomInsight, Reflective, Greenhouse, Jira, Confluence, Microsoft Power Automate

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