Resources Business Customer Service

Joan L. Caggiano

Malibu, CA 617-***-**** Email: *******@*****.***

Accomplished Human Resources leader with extensive experience strategizing, developing, executing, and leading human resource functions for multi-unit, multi-state retail/service companies. Successfully guided organizational growth as a trusted business partner, while balance bottom-line business goals with best practices to grow and develop strong talent.

PROFESSIONAL EXPERIENCE

HARBOR FREIGHT TOOLS – Calabasas, CA June 2018 – March 2023

Sr. Manager, Employee Relations

Created an Employee Relations Department which served the Corporate office, 1300 Retail stores, Distribution Centers with over 25,000 associates.

Developed a structure that would insure fair and consistency on handling Employee Relations.

Grew the ER Team to 3 Senior ER Specialists and 3 ER Specialists. Trained, mentored each member.

Handled over 400 investigations with positive resolution.

RADIO SHACK - Boston, MA December 2008 – October 2017

Director of Employee Relations – National July 2015 to October 2017

●A human resources business partner that is strategic and oversees over 1,700 stores with 7,500 associates.

●Responsible for all employee relations investigations working close with the operators, legal and loss prevention.

●Support and work closely with Division Vice Presidents, Division Operations Directors, Regional Directors, Regional Operations Directors and an Employee Relations Manager.

Director Human Resources – East Coast and Caribbean December 2008 to July 2015

A human resources business partner responsible for 2,200 stores in 32 states.

Up to 15 direct reports and 15,000 associates.

Generalist responsibilities including staffing and succession planning, employee relations, training and development.

NAMCO - Manchester, CT January 2006 – May 2008

SVP of Human Resources

●Built the HR infrastructure that supported the corporate office, 40 stores in ten states, a manufacturing plant, and distribution center serving up to 1,200 associates specializing in home entertainment products.

●Integrated business partner reporting to the CEO/President with up to 20 direct reports. Managed a $40 million operating budget.

●Hired Senior Executive Team, which consisted of SVP, Supply Chain, CIO, CFO, Senior VP Merchandising and VP Services.

●Developed and implemented succession planning for the store management teams that created a “ready bench”. Conducted the succession planning assessments for director and executive level talent for the key corporate positions. Individual development plans were established for high potential associates.

●Developed and drove employee relations through an “open door” policy, training on harassment prevention and union avoidance. Coached and advised CEO/executives on sensitive associate issues and major change initiatives to minimize employment litigation. Developed and implemented the associate handbook.

●Spearheaded the company’s workplace safety programs resulting in savings of $lM within one year.

●Built the company’s benefit plan program and operated under budget.

●Oversaw the construction of three new stores, two remodels, and three closing stores with timeline and financial budgets.

●Implemented a customer service tracking system to enhance better service to the customers.

●Member of the executive team and participated at the quarterly board meetings with the private equity group.

CIRCUIT CITY STORES - Nashua, NH April 1997 – December 2005

Regional Human Resources Director

●A human resources business partner that was strategic and hands-on covering 152 superstores in 14 states with over 15,000 associates generating 4B in revenue with eight direct reports.

●Directed the execution of succession planning for multi-site/multi-state in collaboration with the field operations executives and field human resources managers. Developed individual development plans for high potential associates.

●Coached and mentored field executives on handling sensitive associate issues, developed and conducted training on harassment prevention and union avoidance.

●Conducted training on conflict management, performance management, interviewing skills, time management, and customer service. Introduced e-learning to the stores successfully.

●Spearheaded the change in compensation from commission to hourly pay to the stores.

●Received recognition for outstanding performance including associate advocate, best practices and best staffing awards

CUMBERLAND FARMS - Johnston, RI April 1995 – April 1997

Division Human Resources Manager

●Responsibilities included overseeing the human resources department for 180 convenient stores located in Rhode Island, Connecticut and Massachusetts with three direct reports.

●Developed and implemented a training program, orientation program, a new compensation program, and succession planning.

CANDY FACTORY - Lynnfield, MA January 1993- January 1997

Manager, Co-Owner

●Responsible for store design, buying, merchandising, succession planning, training and operations

BUDGET RENT A CAR - Boston, MA August 1990 – December 1992

Car Rental Company.

Regional Human Resources Manager

●Responsible for the Eastern Region, which consisted of 1800 associates located in 19 states with ten direct reports.

●Established an associate handbook, enhanced the benefit program, developed succession planning, and oversaw training.

●Guided management and communication initiatives during a union campaign drive. Successful in influencing the union to walk away prior to voting.

EDUCATION

Northeastern University - Boston, MA

Business Administration studied

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