Carroll Means

***** *. **** *****

Phoenix, AZ

*5085

414-***-****

cofkpf@r.postjobfree.com Career Focus

HR Generalist

Administration • Operations & Processes • Project Management

Leadership • Education Coordination • Organizational Development

Relevant Professional Experience

Project Manager and Coordinator

Served as business lead on multiple large and small projects related to investment operations. Ensured business decisions aligned with the product line strategies and advances where appropriate. Adhering to deadlines, interfacing with clients/vendors, utilizing localization and project management software to ensure high quality end results.

Successfully developed, managed and implemented project plans for over 150 corporate, community and individual initiatives.

Consistently met 70 % profit margin on client projects

Effectively manage client expectations throughout project life cycle

Collaborated with multiple operations managers and vendor managers regarding resources and cost.

Prepared client presentations to show capabilities of system, process or product.

Coached, mentored and lead personnel within a technical team environment.

Present periodic Dashboard reports on the current program, future opportunities and client issues.

Senior Training and Development Specialist

Assisted the Division Assistant Director with the operational management of the Career Development and strategic planning for multiple initiatives and program deliverables. Collaborated with Organizational Development, Diversity and/or Practice Management Consulting services in the development of models, tools, training and other materials needed to enhance field and home office productivity.

Developed, coached and empowered over 300 active employees; increased group participation by 75% in two years.

Trained, empowered, and coached over 4000 Financial Representatives and staff in the implementation of a new IRS regulation

75% Increase in the knowledge of Home Office Staff that included over 200 Investment Operation Representatives/call center and 75 Advisory Administrators.

Partner with leadership team with privately held company, focusing on reestablishing organization's culture and values while improving operational processing, management development, and employee satisfaction.

Collaborated with leadership in a 360-feedback process, including administration, feedback, and subsequent coaching.

Planned, designed, and facilitated large-scale meetings for up to 7000 participants.

Trained, coached and empowered over 250 individuals several times yearly with explicit purpose of knowledge transfer and collaboration across boundaries.

Initially oversaw professional-development program budget.

Operations Consultant

Under the direction of the Assistant Director/ Manager provided consultation at all levels of the company related to divisional and departmental business processes, product knowledge and highly complex case resolution.

Provided leadership and guidance on 75% of the top departmental projects/initiative, analysis of the work flow and written procedures.

Responsible for the reformation of the processing of work.

Managed 40 internal partnerships with associates from different departments to improve/increase customer satisfaction.

Enthusiastically promoted company products and services at Annual Company events for over 7000 Financial Representatives and their staff.

Document Management

Primary responsibility was to ensure that the Firm complies with IRS/SEC/FINRA reporting and documentation obligations. This included evaluation and determination of the accuracy of the policies and procedures and best practices as specified by regulations.

Ensured confidentiality of documents was maintained as per IRS/SEC regulations.

Arranged over 500 documents alphabetically, numerically, date or time wise as per need.

Responsible for the safe storage, management and indexing of important operational procedures.

Ensured the retrieval and safe disposal of documents as ordered by compliance management and FINRA.

Created a common sharing point for over 500 required documents to be available at one place.

Storing records for over 750 employees’ information and yearly audit reports.

Installed, documented and trained on the use and implementation of the management software and tools for maintaining documents in the electronic format to 50+ leaders.

Customer Service Manager

Directed operational, service, and administrative activities of branch. Lead staff of 15 in providing customer service and financial care. Opened new accounts, sold numerous bank services, resolved customer issues. Trained and supervised Customer Service Representatives.

Provided leadership and guidance on projects, analysis of the work flow and written procedures.

Responsible for the reformation of the processing of the work.

Supervised the staff of 15 members, trained them and maintain documentations.

Conducted interviews and hired new candidates.

Effectively coached and mentored associates on career development.

Prepared personnel reports, evaluated their performance and recommendations.

Professional Positions

October 2002 to March 2012, Senior Training Specialist, Northwestern Mutual, Milwaukee, WI

May 1998 to October 2002, Training Specialist, Robert W. Baird, Milwaukee, WI

August 1996 to May 1998, Senior Customer Service Specialist, Park Bank, Milwaukee, WI

February 1990 to August 1996, Customer Service Trainer Coordinator, First Bank, Milwaukee, WI

Education

Cardinal Stritch University, Milwaukee, WI.

2003 - M. S., Science of Business

2001 - B. A., Bachelor of Science in Business Administration

2001 - Certificate, Human Resource Management

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