Customer Service, Human Resource Representative

Carla Robinson

**** ******** **., ************, ** 41051 * 859-***-**** * ************@*******.***

HR Professional & Customer Service Leader

Accomplished and versatile Human Resource professional and leader with over 30 years of proven success in management, customer service, administration, hiring/staffing, and compensation services. Developed successful recruitment, compensation, and company benefit strategies, plans, processes, and standards. Leveraged best practice human resource and compensation methodologies to ensure accountability, performance, and collaboration.

Areas of Emphasis:

Compensation

Benefit administration

HR administration

Employee relations

Conflict management/mitigation

Training/Retention

Customer service

ADA requirements

EEO/EEOC Compliance

Legal and regulatory requirements

Hiring/Staffing

Scheduling

Workers’ Compensation

FMLA/disability claims

Inter/Intra-departmental collaboration

Professional Experience:

St. Margaret Hall Nursing Home

Human Resource Coordinator / Scheduler, 4/2001 to 2/2023

Administered all aspects of HR services and served as liaison between senior management and front-line staff. Provided human resource guidance and support for staff ranging from 150 – 200 employees. Served as point of contact for employee relations and mediations.

Additional details include:

Responsible for recruiting, hiring, staffing and scheduling of the Nursing Department. Strengthened recruitment and hiring practices by utilizing Behavioral Interviewing Techniques, resulting in 14 years of agency free nurse aide staffing and a cost savings of over $200k/yr. Staffing/scheduling patterns maintained a “5-Star” rating in Nursing Home Quality Rating System.

Organized employee appreciation events and activities. Dramatically reduced rate of attrition and turnover by establishing effective communication pathways between management and staff which created a culture of empowerment and collaboration.

Managed all processes of benefit administration from initial enrollment and Open Enrollment Periods, through termination and COBRA continuation plans.

Responsible for administration of Leave of Absence requests, including FMLA, ensuring compliance with Federal guidelines.

Assisted with all other aspects of the Human Resource Department including terminations, grievances, mediation, investigation, counseling, compensation policies and procedures, Workers Compensation claims, Unemployment claims, ADA requirements, EEOC compliance, as well as other legal employment issues.

Norstan Apparel

District Sales Manager, 9/1999 to 4/2001

Managed all aspects of sales and operational services and directed a cross-functional team of management and sales staff. Held accountability for daily sales operations and partnered extensively with related teams across nine diverse retail store locations. Held regular staff meetings to establish sales and customer service protocols, processes, and expectations. Drove accountability for all P & L statistics to ensure ethical practice compliance and accountability. Developed and implemented training programs to keep attritions below 15% monthly.

Led a twenty-seven-member management team and established goals and expectations through coaching, training, and motivational process/procedures.

Responsible for hiring, staffing, and training new and existing employees and establishing/implementing sales and company guidelines to meet and exceed organizational expectations.

Established in-house objectives and compensation strategies to promote employee retention and drive advancement through merit and accomplishments.

Core competencies: sales management, customer service excellence, training, coaching, self-motivation practices, agile staffing methodologies, inventory management, scheduling.

One Price Clothing

Area Sales Manager, 1997-1999

Store Sales Manager, 1993-1997

Deb Shop

Store Sales Manager, 1992-1993

Assistant Sales Manager, 1988-1990

Sales Associate, 1987-1988

Education:

Bachelor of Science in Biblical Studies, 2004 – Cincinnati Bible College & Seminary

Graduated magna cum laude

Master of Arts in Religious Studies for Pastoral Counseling, 2006 – Cincinnati Chrisitan University

Graduated summa cum laude

Accomplishments:

2015 – Successful completion of Leadership for Mission: Carmelite Sister’s Roots of Caring Program

2007 – AOPHA Star (Association of Ohio Philanthropic Homes, Housing and Services for the Aging)

2005 – St. Margaret Hall “Shining Star”

2004 – Successful completion of Train the Trainer Program for the Ohio BWC Drug Free Workplace

1998 - 1St place winner of the Cincinnati Bible College & Seminary Speech Contest

1997 – Successful completion of the New District Sales Manager Training Program

Contact this candidate