Customer Service Resources Manager

PROFESSIONAL SUMMARY

Michael Placker

Driven and accomplished professional with 22 years military experience in project management and customer service focusing in improving productivity, efficiency, and operations. Proficient in Change Management and working within ambiguous situations.

CAREER SUMMARY

BLACKSTONE TECH (BOEING) Mesa, AZ

Human Resources Care Center Advocate 10/2021 - Present

Key Functions:

Deliver subject matter expertise to employees in a variety of human resource areas to assist Boeing employees while providing excellent high touch service

Serve in lead role in hyper care support activities for moments that matter in Boeing employees’ lives and careers

Serve as project lead to explore opportunities and create a statement of work that will assist expatriate employees receive essential insurance documentation in a timely manner

Care for and connect with employees while on a leave of absence, referring them to programs and resources available to support them while demonstrating a culture of care

Develop process guide in partnership with key stakeholders to improve the process of existing statement of work

STATE FARM INSURANCE Tempe, AZ

Auto Injury Specialist, Complex 02/2019 - 09/2021

Key Functions:

Investigate a high volume of complex auto injury claims across multiple jurisdictions. Conduct an analysis of new auto injury claim assignments and develop investigative plans based on the needs of each claim

Applied knowledge of policies, procedures, laws, statutes, and insurance regulations when determining coverage, liability, damages of injury (first and third party) and property damage

Review claims requiring specialized handling, including identifying issues that may require the use of external independent experts or vendors

UNITED STATES ARMY 01/1997 - 02/2018

Human Resources Manager 07/2018 - 08/2022

Key Functions:

Lead a team to support over 800 employees in all human resources functions. Ensured compliance with all state, federal, department of defense, and Army regulations

Manage operations and collaborate cross-functionally to improve communication across departments to reduce workplace inefficiencies and redundancies

Define training requirements in collaboration with senior leadership, analyzing training gaps, and implement corrective actions to training needs

Responsible for supporting and building leadership and employee engagement by implementing activities that support training activities

Prepared metrics and measurement reports for senior leadership

Serve as Casualty Assistance Officer handling sensitive phone calls and home visits in order to connect with families that have recently lost an active duty or retired military loved one.

Platoon Sergeant (Section Manager) 05/2014 - 08/2022

Key Functions:

Manage the training, health and welfare of 60 personnel and their families while preparing for and during deployment

Teach, coach and mentor junior managers to be successful in management, training and physical fitness

Advise the senior management on planning and execution of all training and operational readiness

Manage over 2 million dollars’ worth of equipment during deployment operations

Equal Opportunity Specialist 03/2009 - 08/2016

Key Functions:

Ensure equal opportunity programs and training were executed within standards. Foster professional environment focused on respect and dignity. Advise executives on fair and equal treatment best practices

Deliver critical training to more than 500 attendees with 3,000 employees across six-week period regarding equal opportunity topics

Expand awareness of Seek Speak and Listen habits across the organization enabling strong team foundations and greater awareness to inclusion of others

KEY SKILLS

Team Leadership

Change Management

Process Improvement

Organizational Development

Microsoft Office Suite

Project Management

Problem-Solving

Adaptability

EDUCATION

Crown College

Master of Arts

Christian Studies

02/2016

Southwestern College

Bachelor of Arts

Pastoral Studies and

Church Leadership

08/2013

CERTIFICATIONS

SPHR

Issued – 10/2019

Security+

Issued – 06/2000

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