Human Resources Customer Service

Human Resources (HR) Generalist leveraging over ** years of proven and progressive customer service experience in the government and civilian sectors, and the US Army. Adept at leading diverse teams in a dynamic, fast - paced environment. Possess a comprehensive background in human resources operations, projects, processes, procedures, and management; payroll and employment benefits management; business, organizational, and leadership development; public relations and public speaking; personnel evaluation, recruiting, retention, formal and informal training, professional development, and management; and complex problem solving. Oversaw budget, equipment, assets, and programs while managing risk, safety, change, and quality assurance. Career supported by an MBA degree with a focus on HR Management and Services, and professional leadership and technical training.

Process Improvement

Conflict Resolution

Legal Research

Strategic Thinking Planning

Coordination Collaboration

Policy Implementation

Leadership Team Building

Oral Written Communication

Microsoft Office QuickBooks

EDUCATION TRAINING

Master of Business Administration (M.B.A.) degree Human Resources Management and Services

Strayer University

Bachelor of Business Administration (B.B.A.) degree Human Resources Management and Services

Post University

PROFESSIONAL EXPERIENCE

Northrup Grummon Irving, TX

Human Resources Specialist (Call Center) (Full Time) 11/2024 – 03/2025

Works independently and performs a full array of highly skilled, complex, technical Human Resources functions.

Coordinates, plans, schedules, develops and implements a variety of work associated with the major HR functions including employee recruitment; performance management; compensation; benefits

Coordinates human resources information management and employee records management in addition to the functions of equal employment opportunity and labor relations

George Marshall Space Flight Center (NASA) Huntsville, AL

Human Resources (HR) Specialist (Full Time) 7/2015 – 6/2023

Conducted a full range of human resources support to include position management, position classification, suitability determinations, staffing requirements, internal and external recruitment and placement, labor and employee relations, and performance management.

Provided expert advice and counsel to assigned organizations regarding the most effective alignment of HR systems to support strategic goals and objectives; ultimately produced the results that best accomplished the organization's assigned missions

Key member of a team that identified the needs of customers, gauged customer satisfaction, and served as an integration point for all organizations

Ensure that all necessary documents (e.g., offer letters, contracts, tax forms) are ready and accurate.

Ensure that the new employee’s workspace is set up before their start date.

Collect and verify required documentation, such as identification and eligibility to work and ensure that new employees review and understand workplace policies, including anti-harassment, safety, and compliance protocols.

Tailor offer letters to reflect the specific role, salary, benefits, and other terms of employment and ensure that the offer complies with all legal and organizational policies.

Maintain organized records of all offer letters sent and accepted.

Encourage an open-door policy where employees feel comfortable approaching HR with concerns or suggestions and keep employees informed about company policies, changes, and initiatives that may affect them

Wylie (CAS) Huntsville, AL

Project Manager (part time) 3/2015 - 6/2015

Short- term while gov. clearance is approved.

collaborated and worked with other HR specialists to assist organizations with the implementation of their program goals and objectives, work processes, and administrative operations required to apply analytical and evaluative methods and techniques two issues and studies concerning the efficiency and effectiveness of program operations.

conducted and managed advisory services in coaching, counseling, and taking appropriate actions regarding performance issues; advised leadership personnel on evaluation, feedback, and recognition techniques, the establishment of standards, aligning employee performance plans with organizational goals, and the overall adequacy and quality of employee performance plans

provided leadership and personnel with information and interpretation of HR policies, procedures, and guidelines; clarified guidelines when issues work complex and or involve more than one area of HR policy

JOANNE COLLINS PG. 2

Military Entrance Processing Station (MEPS) Atlanta, GA 5/14 – 8/14

Military Eligibility Exam Test Administrator (On Call)

Conducted and administered aptitude examinations at MEPS sites and high schools to individuals planning on entering the military services.

Prepared and distributed test materials; briefed applicants on all test taking policies and procedures through the utilization of excellent oral and written communication skills; established and maintained test room control and security

Transported, stored, and secured all accountable test materials; prepared applicant packets and ensured full accountability per established standard operating procedures

United States Army Various Locations 1/1994 – 1/2014

Senior Human Resources Manager

Directed all HR activities, processes, and procedures in support of an organization of over 5,000 personnel

Led team that extracted, analyzed, and reported data from various automated systems to develop a comprehensive and successful retention program

Oversaw and managed the reenlistment of 467 personnel in a 6-month time frame while deployed; ensured skilled and qualified personnel were retained, and resulted in the distribution of over $5M in bonuses

Arranged and coordinated a quarterly Executive Team Conference; developed and delivered an HR presentation that immediately obtained a 25% increase in personnel reenlistments; achieved 100% in all categories of the retention mission for the first time in 7 years

Senior Career Counselor

Researched, analyzed, and stayed current on changes and / or new requirements within guidance regulations, policies, and directives related to personnel retention; regularly briefed and guided senior leadership

Conducted regular training for over 2000 personnel regarding changes in retention qualifications and disqualifications, specific requirements, and guidance policies and procedures

Leveraged extensive knowledge, experience, and proficiency in the Defense Travel System; oversaw and managed domestic and overseas official travel arrangements for assigned personnel

TECHNICAL COMPETENCIES

Software: Microsoft Office Suite 365 (Word, PowerPoint, Excel, and Outlook), SharePoint

Operating Systems: Mac / Microsoft Windows

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