Customer Service Human Resources

Marge Piatak

New York, NY - 212-***-**** - cell 917-***-**** • e-mail: *******@*****.***

OBJECTIVE: Experienced and creative Human Resource professional is seeking part-time or temporary position, utilizing expertise and professional skills to accomplish long or short term HR related objectives.

PROFILE: Pro-active HR specialist who has created and restructured Human Resource functions to effectively meet business demands and comply with all legal requirements while working within established budgets.

AREAS OF EXPERTISE

•Recruitment: Exempt and Non-Exempt •Employee Benefits: Planning & Administration

• Policy Development and Administration •Performance Management Processes

• Performance Integrated Reward Systems •Compensation Planning

• Employee and Labor Relations •Legal Compliance: State and Federal

• Training and Development Programs •Customer Service Initiatives

PROFESSIONAL HISTORY & ACCOMPLISHMENTS

Human Resources Consultant - Specializing in Small Business 2009 - Present

Assignments include full-cycle recruitment, handbook and policy development, HR records audits, employee relations and advisor role as HR generalist. Clients include: Gracious Home, a Manhattan specialty retailer; Organic Avenue, a start-up retail operation and Basler America, a German women’s apparel company.

Gracious Home, New York, NY - Director Human Resources 2001 – 2008

•Transitioned an administratively focused HR department into a professional, pro-active function that contributed to the business model. Supported growth from $55M business, 300 employees - 3 locations to over $75M, 600 employees - 7 locations.

•Reduced annual recruitment expenses 67% ($150K to $50K) by eliminating use of search firms and reducing related advertising expense. Utilized multiple recruitment initiatives including web-based job boards, professional/trade groups, schools and community resources. Pinpointed candidates with a pre-disposition to flexibility, team work and exceptional customer relations.

•Designed exempt and non-exempt salary administration programs and integrated performance management processes; created objective driven incentive bonus programs.

•Pro-actively researched, selected and implemented meaningful, cost effective benefit programs including medical, dental, group life, long and short term disability, workers compensation, EAP and 401(k). Company cost of benefits was contained with an average annual increase of 5% or less.

•Developed motivational training and support programs for all levels of employees, including supervisory skills, new hire orientation, respect in the workplace and sexual harassment, customer service and product knowledge.

Consultant & Contract Assignments 1999 – 2000

Party Rental Ltd., Teterboro, NJ – As a Contract Recruiter utilized multiple methods to recruit qualified candidates for all levels of exempt and non-exempt positions in the corporate offices and warehouses. Reduced search firm expense by utilizing alternative resources including internet based job sites.

Duane Reade, New York, NY – Developed and implemented a performance appraisal process for all non-union, exempt and non-exempt employees. Analyzed cost effect of applying merit increase matrix. Insured smooth transition between Duane Reade and Love store employees during buy-out of Love Store chain.

Love Stores, New York, NY Director Human Resources 1997 – 1999

•Health and beauty aids chain with 15 stores and 400 employees. Handled all areas of recruitment, training, employee relations, performance management, benefits and compensation as well as special events.

•Reduced cost of unemployment insurance by $100,000 over two year period.

•Covered all open positions, including absentees, through recruitment and scheduling of “floater” squad.

Pergament Home Centers, Melville, NY 1991 – 1997

Regional Human Resources Director

•Responsible for all Human Resources related activities for 1,600 employees in eleven metro area stores.

•Developed motivational training and support programs with emphasis on product knowledge and customer service. Implemented service driven regional competitions and newsletter. Programs resulted in 28% increase in monitored levels of customer service and 5.6% increase in sales of inter-related merchandise.

•Built qualified internal candidate pool for store management positions by creating a recruitment and development program for management trainees.

Service Resources, New York, NY 1986 – 1991

President, General Manager

•Co-owner of national company providing assessment of customer service performance and consulting services.

•Established a high profile client base that included Bergdorf Goodman, Saks Fifth Avenue, Lord & Taylor, Eastern Air Shuttle, Fortunoff, Gumps and Au Bon Pain.

•Recruited and trained a nationwide network of over 250 “mystery” shoppers. Created a specialized in-person and phone based training method that addressed standards of quality and client specific service objectives.

Bloomingdale’s Department Store, New York, NY 1979 – 1986

Director of Compensation & Human Resources Administration

•Final position included overall responsibility for exempt and non-exempt compensation planning and administration for over 6,000 employees in 12 locations. Began career with Bloomingdale’s as a trainee in the

HR division and received increased levels of responsibility within all facets of the Human Resources functions.

•Developed first formalized wage and salary administration programs for all levels of exempt and non-exempt employees, Designed senior management objective based bonus programs.

•Designed results oriented performance appraisal programs directly linked to job responsibilities and career path.

•Participated in contract negotiations as member of senior management negotiating team for NYC flagship.

Education: B.S. English, Indiana University of Pennsylvania

Professional Associations: SHRM, Society for Human Resource Management and New York chapter, HRNY. Active Member of HRNY Workforce Readiness Committee. Guild Certified Practitioner of Feldenkrais Method of Somatic Education.

Computer Skills: Fluent in use of Microsoft Word and Excel programs. Effective use of search engines, career related web-sites and networks, including social media, to recruit appropriate talent for open, and especially hard to fill, positions.

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