Customer Service Human Resources

NIKKI HEFELFINGER

615-***-**** **********@*****.*** LINKEDIN.COM/IN/NZOBEL1223

PROFESSIONAL PROFILE

Experienced HR Professional with a 15+ year career in a variety of industries including healthcare, manufacturing, distribution, food and beverage, retail, and hospitality with multiple state and site locations. Responsible, self-motivated, high-energy and capable of learning quickly. Recognized for the ability to facilitate collaboration between multiple departments to achieve company goals. Proven success in the following:

● HR Generalist affairs

● Employee recruitment and retention

● HR policies development & legal compliance

● Writing personnel manuals, job descriptions

and management reports

● Project management and event planning

● HR records management

● WC/GL, benefits and compensation

● Developing team building training

● Mediation, conflict resolution, negotiating

win-win compromises

● Safety, OSHA, Hazmat management

Proficient in all Microsoft Office, ATS, Timekeeping, and iCIMS, HRIS products such as Paylocity, Paychex PeopleSoft, ADP, Taleo, Abra, Winstar, Kronos, Kenexa, Cisco, AS400, and Great Plains; Empower for 401k PROFESSIONAL HISTORY

Ghertner and Company - Nashville, TN

Human Resources Generalist/Payroll – 2017 to 2020

● Executed human resource programs including compensation, benefits, and leave as well as disciplinary matters, disputes and investigations, performance and talent management, productivity, recognition, and morale, occupational health and safety, and training and development.

● Recommended and documented processes and customer service improvements, innovative solutions, and participated in policy changes and major variations from established policy that required approval by appropriate leadership prior to implementation.

● Used project management skills in managing projects. Elmington Property Management - Nashville, TN

Human Resources Generalist/Payroll – 2016 to 2017

● Performed all recruiting and strategic planning for employee relations.

● Processed full cycle bi-weekly and semi-monthly payroll for 500+ employees in 11 states through iSolved.

● Set up garnishments, new work locations, and new employees.

● Processed electronic on-boarding in iSolved including initiating drug test.

● Processed terms with benefit set arrears and PTO pay out. American Girl - Franklin, TN

Human Resources Manager – 2015 to 2016

● Successfully opened the Cool Springs Galleria location in May 2015; hired, orientated, and retained associates as needed for grand opening including management, retail, and restaurant staff.

● Exceeded sales expectations by 45% while still maintaining the labor cost expectation at 42%.

● Managed all employee relations, documentation, performance reviews, and terminations. Lowe's Home Improvement - Hermitage, TN

HR Manager – 2011 to 2015

● Successfully hired, orientated, and retained associates as needed and especially during the "Spring Hire” of 70 or more associates utilizing OFCCP guidelines.

● Achieved a 90 % or better on the annual HR Reviews which were in compliance with OFCCP Guidelines.

● Increased the Customer Service score from a 68% to 90% by maintaining a presence on the sales floor and supporting all associates from salaried to hourly sale's floor associates.

● Increased the EOS (Employee Opinion Survey) Score from 60% to 75% by increasing employee engagement through employee acknowledgment, associate appreciation events, and reinforcement of company policies and procedures.

● Engaged as the Nashville Markets Event's Planner including Associate Appreciation Events, Volunteer Events, Community Lowe's Heroes Events, Tennessee Breast Cancer Coalition Annual Golf Tournament, and Lowe's National Rebuilt Together events.

● Coordinated all employee communication such as monthly newsletters, daily/weekly emails, Connection's, social media, communication boards (with pictures and feedback), Open Enrollment, New Policy or Procedures training and direct communication.

HMSHost - Nashville, TN

HR Generalist – 2007 to 2010

● Fostered a teamwork/open-door "people first" environment conducive to positive dialogue across the organization. Personal efforts were cited as the driving force behind the branch's employee-retention rate of 15% within an industry where high turnover is the norm.

● Managed worker's compensation and safety programs, reducing the experience rating by 75%. Trained managers and associates on procedures to follow in case of injury.

● Performed instructional design and training delivery functions that taught high level skills and brand specific skills.

● Managed the "Five Star" Customer Service Program with training, tracking and outside surveys.

● Assisted outside attorneys with successfully defending EEO and wrongfully terminated suits; completed sexual harassment, unfair treatment and other investigation and brought all allegations to successful resolutions.

● Hired all associates from hourly and management as well as yearly Holiday seasonal hiring that resulted in hiring up to 160 associate's within 6 weeks.

COI FOOD SERVICE - Nashville, TN

HR Manager - 2005 to 2007

● Devised creative and cost-effective incentive and morale-boosting programs (including special events and a tiered awards structure) that increased employee satisfaction and productivity.

● Assisted in the design and administration of associates' benefits plans.

● Worked with internal customers including leadership team, finance partners, and employees; externally partner with benefit consultants, attorneys, government officials and brokers.

● Responsible for coordinating, managing, and monitoring all aspects of the local recruitment and employment for all openings including exempt, non-exempt and Class A CDL drivers. EDUCATION

Associate of Science (AS), Business Management, Central Texas College, Copperas Cove, TX 1996 NIKKI HEFELFINGER 615-***-**** **********@*****.*** P. 2

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