Human Resources Customer Service

CRYSTAL L. MAFAINDI

* 317-***-***** Alternate: 317-***-**** * bwsd90@r.postjobfree.com

HUMAN RESOURCES PROFESSIONAL

• Extensive background in HR generalist affairs, including experience in employee recruitment/ college recruitment and retention, staff development, mediation, conflict resolution, benefits and compensation, HR records management, HR policies development and legal compliance.

• Demonstrated success in negotiating win-win compromises, developing teambuilding programs, and writing personnel manuals, corporate policies, job descriptions and management reports.

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HR SKILLS

• HR Department Startup

• Employment Law

• FMLA/ADA/EEO/WC

• Compensation Analysis

• HR Policies & Procedures • Staff Recruitment & Retention

• Employee Relations

• Benefits Administration

• HR Program/Project Management • Orientation & On-Boarding

• HRIS Technologies

• Training & Development

• Performance Management

• Labor Relations

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PROFESSIONAL EXPERIENCE

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Helmer, Noblesville, IN

Human Resources Talent Acquisition - Contractor

• Implement cost effective sourcing strategies for identifying high quality talent in response staffing at all levels.

• Build and sustain a network of potential applicants

• Maintain all statistical data associated with the recruitment of open positions ensuring timely and accurate information processing.

• Conduct interview and selection process, partnering with the hiring managers and other interviewers to define interview strategy and frame offer packages.

• Execute strategic sourcing techniques to include a variety of resources such as internet, advertising, employment agencies, and direct sourcing.

• Determine most qualified candidate and make recommendations to hiring managers.

Comcast Cable, Indianapolis, IN

Human Resources Generalist- Contractor

• Provides support in the entire employee life cycle process including interface with the Talent Acquisition Team, Employee Relations, wage and salary administration, and employee orientation.

• Maintains employee-related data bases (SAP, Excel, Work Force Analytics, etc.). Prepares and analyzes reports as necessary.

• Coach Managers on Performance Management Process.

• Assists in evaluation of reports in relation to the department's established goals.

• Provides necessary education and materials to managers and employees including workshops, manuals, employee handbooks, and standardized reports.

• Supports leadership planning and responds to feedback from management and employees

• Assists with the development and administration of programs, procedures, and guidelines to help align the workforce with the strategic goals of the company.

• Processes SAP transactions in conjunction with Employee Service Center/Shared Services.

• Participates in on-boarding process by co-facilitating new hire orientation to ensure positive employee experience. Submit e-files in an expeditious manner.

• Employee Engagement: Monitors the organization culture to support employee satisfaction.

Indiana Business Solutions, Indianapolis, IN (October 2010- March 2011)

Sr. Customer Relations Specialist- Contract

• Administered employee relations activities, including employee counseling, employee recreational activities, policy administration, and employee orientation.

• Evaluated policies and processes.

• Developed and presented recommendations for change.

• Ensured excellent customer service for all call transactions.

• Resolved complex functions related to research and escalated customer issues.

• Handled customer inquiries ensuring department service level metrics.

• Handled e-mail inquiries and ensured all Qualified Written Requests are adequately recorded.

• Addressed high volume of incoming calls.

• Resolved customer problems promptly.

• Pursued new customer opportunities.

• Carried out advertising campaigns as required.

International Automotive Components, Greencastle, IN (April 2007- April 2009)

Human Resources Generalist

Worked with senior management to create HR policies and procedures; recruited employees; college recruit/intern program; created group benefits databases and developed orientation, training and incentive programs. Managed leave-of-absence programs, Labor Relations, and personnel records; administered benefits enrollment and programs; administered HR budget; and handled HR generalist workplace issues.

Key Results:

• Structured and implemented programs and policies in the areas of training, compensation structures, benefits packages, incentives and new-employee orientation.

• Fostered a teamwork/open-door environment conducive to positive dialogue across the organization. Personal efforts were cited as the driving force behind facility’s employee-retention rate of 89% within an industry where high turnover is the norm.

• Negotiated approximately 45 salary offers and sign-on bonuses/relocation packages annually at both the exempt and nonexempt level.

• Revised job descriptions. "Shadowed" and interviewed employees to construct an accurate picture of the duties and skills required for each position.

• Brought workers' compensation program into full compliance.

• Instituted preferred providers list and trained managers and associates on procedures to follow in case of injury.

• Reduced benefits costs by 15% annually through meticulous recordkeeping and ensuring that company did not pay for benefits for which employees were ineligible.

• Wrote employee manual covering issues including disciplinary procedures, code of conduct, FMLA policy and benefits information.

• Directed distribution of benefits: STD, LTD, STD, FMLA, COBRA, LOA, etc.

• Assisted with preparation of bargaining preps for negotiations and processed grievances in a timely and appropriate fashion.

Eli Lilly, Indianapolis, IN (2006-2007)

Human Resources Recruiting Assistant- Contract

Key Results:

• Responsible for recruiting pharmaceutical sales representatives in fifty states.

• Responsible for all phases of professional level and selection process, interviewing, coordinating job offers, and sourcing.

• Screened candidates who were eligible and met the minimum requirements for specific jobs. Informed and recorded reasons for rejection of employment.

• Used PeopleClick HRIS to track qualified applicants. Managed filing, labeling, audit reports, data entry and integrity

International Truck & Engine (Navistar), Indianapolis, IN (January 2004- November 2005)

Human Resources Generalist

Key Results:

• Reduced controllable absenteeism from 8.5% to an outstanding 1.5%, by enforcing existing Absenteeism Policy. Managed unemployment claims, inquiries, and concerns. Attended hearings both via phone/Internet. Managed decisions to pay or contest unemployment claims. Reduced cost 45%.

• 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 with the preparation of bargaining preps for contract negotiations and processed grievances in a timely and appropriate fashion

• Increased labor relations efforts to negotiate and keep open communication with UAW.

• Reduced costs of recruitment by 65%.

• Directed distribution of benefits: STD, LTD, STD, FMLA, COBRA, LOA, etc. Co-chaired annual flex-enrollment meetings, resolved conflicts between employees and insurance carriers, coordinated health fairs to promote employee wellness and performed exit interviews.

• Assisted with preparation of bargaining preps for negotiations and processed grievances in a timely and appropriate fashion.

• Built lasting relationship between union and management teams.

Robert Half/Office Team, Indianapolis, IN (June 2002- January 2004)

Human Resources Administrator/Data Entry Clerk (while completing undergraduate studies)

Key Results:

• Responsible for recruitment process and filling temp-to-hire positions.

• Cost effectively reduced recruitment costs and adjusted budget by 81%.

• Prepared new hire paperwork, including background/ reference checks, and offer letters.

• Managed direct distribution of benefits.

• Posted job openings to intranet and other network sources.

• Weekly meetings with managers and temporary associates to maintain efficient work operations.

• Managed HRIS and payroll systems.

• Provided continued customer services while completing other duties assigned.

International Truck & Engine (NAVISTAR), Indianapolis, IN (May 1998-August 1999)

Human Resources Intern- Human Resources Specialist

Gary Housing Authority, Gary, IN (May 1996-August 1997)

Human Resources Intern

Human Resources Specialist

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EDUCATION & CERTIFICATIONS

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UNIVERSITY OF PHOENIX - On-Line Education

Master of Healthcare Administration, currently enrolled

UNIVERSITY OF PHOENIX - On-Line Education

Master of Business Administration (MBA) Human Resources Management, 2007

PURDUE UNIVERSITY - Indianapolis, IN

Bachelor of Science (BS) Organizational Leadership & Supervision, 2002

PURDUE UNIVERSITY

Human Resources of Management Certificate 2002

Senior Human Resources Professional Certification Spring 2012

*Professional Human Resources Certificate Spring 2012

Affiliations and Computer Skills:

• Certified HIV/AIDS Counselor for Med-Africa Non for Profit Organization

• Member, SHRM (Society of Human Resource Mgmt) & HRACI (HR Assoc. of Central Indiana)

• Member, NBMBAA (National Black Master of Business Administration Association)

• Member, American Society of Healthcare Human Resources Administration

• Volunteer, Big Brothers Big Sisters of Greater Indianapolis & Girls Inc. of Indianapolis

• Proficient in Microsoft Office Suite, Microsoft Works, Windows-based applications

• HRIS applications (SAP, PeopleSoft Enterprise Human Resources, ADP, AS400, QAD, Kronos, iRecruiter, PeopleClick, EV-2)

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