Customer Service Manager

D ANA BOSTON, SPHR, MBA

F rederick, M D

i61ui3@r.postjobfree.com

443-***-**** cell

EXPER I E NCE

Sr. H R MANAGER

I n tegrated Communication Solutions, Government Contractor

Apr 2012 – Present

• Served as strategic member of leadership team identifying issues, proposing or building solutions

• Analyzed compensation issues; worked with managers on compensation decisions, promotions,

salary adjustments and retaining employees; Proactive at addressing compensation

i nconsistencies; Performed job evaluations and updated job descriptions; Managed and

administered payroll processing, analysis and reporting

• Collaborated on development or in editorial capacity to ensure effective employee communications

• Managed employee benefits including vendor selection, benefit planning, open enrollment, review

and approval of invoices, biannual internal deduction audits, employee payroll deductions, and

employee and manager education; Managed LTD, STD, FMLA, Worker’s Compensation, 401k, Paid

T ime Off,

• Proactive and progressive in working toward building an employer of choice brand to attract and

retain stars

• Consulted with management on personnel policy development, education and implementation

• Collaborated with managers on hiring strategies, compensation decisions, and on onboarding

specifics; developed sourcing opportunities; attended college fairs and local jobs fairs; Drove

adoption of social media; Facilitated streamlining of new hire process

• Maintained Affirmative Action Plan and Job Group Analysis in support of diverse workforce

• Managed employee relations; Conducted internal investigations and worked with management and

outside legal; Company representative at worker’s compensation or other hearings

1. Ensured compliance w ith all government agencies to manage employee r isks and

ensuring compliance w ith all local, state and federal agencies i ncluding AAP, EEO,

Wage & Hour, H IPAA, FMLA. WC and COBRA

• Adept with conflict resolution, negotiation, influencing and facilitation

• Strong PC skills such as Outlook, MS Word, Excel, Power Point and HRIS experience such as

M icrosoft Dynamics SL, Solomon, Deltek (Time Entry), Paychex Preview Payroll, Paychex HR

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Online, ADP, Jobvite, Trak IT, Explorer HR, Timberline, COINs, Visio, MS Word, Excel, Power

Point

S R. H R BUS I NESS PARTNER/CONSULTANT

Susan Hodinko & Associates, I nc

Jan 2009 - May 2011

• Managed several HR Start-ups

• Drove Change Management initiatives including individualized leadership intervention initiatives

• Facilitated organizational and cultural change building toward an organization that thrives on

open communication, positive climate, accountability, respect, and rewarding performance

• Developed and delivered training programs such as Supervisory Skills, Effective Communication,

I ntegrating Accountability into Day to Day Operations, Completing Performance Appraisals, New

H ire Orientation, Coaching for Performance, Discrimination, Sexual Harassment, Recruitment

and Behavioral Interviewing Techniques, Leadership, Compliance, Drug Testing, I-9 and ID

F raud), Company Culture, Change Management, Teams, Union Awareness and Avoidance and

more

• Facilitated merger and acquisitions due diligence and post-merger integration

• Developed and administered Employee Performance Programs; Drove change initiatives such as

i ntegration of “Accountability” into day to day operations; Collaborated on development of

i ndividual performance improvement programs

• Developed human resources metrics

• Streamlined Temporary/Permanent Visa procedure:H1-B, H-4, L-1, O-1, TN, EB-1, EB-2, and EB-3

• Strong presentation skills; ability to break down more complex topics into more easily understood

i nformation bytes

D I RECTOR OF H U MAN RESOURCES

Gray & Son, I nc.

Jun 2006 – Jan 2009

• Developed and/or delivered the development of t raining programs such as Supervisory Skills

T raining, Effective Communication, How to do Performance Appraisals, New Hire Orientation,

Coaching for Performance, Discrimination, Sexual Harassment, Leadership Training, Compliance

T raining, What is a Company Culture?, Change Management, How Teams Work and Team

resume_ dir_sh2_NC-willing to pay relo_dana boston_061011.doc Page 2 of 2

D ANA BOSTON, SPHR, MBA

F rederick, M D

i61ui3@r.postjobfree.com

443-***-**** cell

Member Training, Union Awareness and/or Avoidance resulting in a more effective and progressive

leadership team

• Created Retention Team to work on companywide initiatives geared at retaining employees and

creating a positive employee experience; Traveled extensively at times throughout the company.

• Managed pre-employment drug testing and E-Verify;

• Analyzed compensation issues in accordance with compensation policy guidelines and worked with

managers on compensation decisions for new hires, promotions, salary adjustments and retaining

employees; Proactive at addressing compensation and organizational inconsistencies; Performed

job evaluations and updated job descriptions to ensure applicability; Managed and/or administered

payroll processing, analysis and reporting

• Managed all aspects of employee benefits including vendor selection, benefit planning, open

enrollment, review and approval of invoices, biannual internal deduction audits, employee payroll

deductions, and employee and manager education; Managed LTD, STD, FMLA, Worker’s

Compensation, 401k, Paid Time Off,

• Strong presentation skills; ability to break down more complex topics into more easily understood

i nformation bytes

S R. H R BUS I NESS PARTNER/CONSULTANT

Susan Hodinko & Associates, I nc

Apr 2004 – Jun 2006

• See above Susan Hodinko

D I RECTOR OF H U MAN RESOURCES

K raft Construction I nc.

Dec 2002 – Apr 2004

• See Structural Group and Gray & Son

MA NAGER OF AD M I N ISTRAT I V E-H R SERV ICES

St ructural Group, I nc.

Dec 1998 – Dec 2002

• Recruited 16 Administrative Managers to be trained as Business Partners to Structural’s 16

B ranch Managers (19 branch offices nationwide); Partnered with department managers to develop

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meaningful three-day, quarterly t raining programs (over an 18 month period) for the

Administrative Managers resulting in knowledgeable and confident Business Partners for the

B ranch Managers.

• Project managed the relocation of our three largest offices (Baltimore, Dallas, and our Corporate

Headquarters also in Baltimore).and five office renovations. I was recognized on several occasions

not only for my contribution to these projects, but also for bringing them in within budget and

w ithin the allotted t imeframe.

• Part of the Corporate Recruitment Team

• Merger and Acquisition Team Member; Performed HR due diligence and post-acquisition

i ntegration.

• Managed the day-to-day operations for the Travel and Events and Administrative Services

departments.

SUPERV ISOR-M I CROB IO LOGY SYSTE MS CUSTO MER ORDER F U L F I L L M E N T

B ecton Dickinson, Biotechnology, Sparks, M D Apr 1996 – Jan

1997

• Key Cont ributions:

• Facilitated the business process improvement team to develop more efficient workflow processes

resulting in significant decrease in dropped calls and increase in attaining targeted SLA goals.

• Developed and delivered training/cross-t raining programs resulting in reduction in the number of

d ropped calls and length of customer calls, and an increase in order accuracy and knowledge and

skill set of Customer Service Reps.

• Acted in a staff support capacity to COF (Customer Order Fulfillment) Directors and

executives on all customer service planning, operations, and technical matters relating to COF.

• Responsible for establishing and achieving operational goals and objectives for COF.

• Managed and evaluated the performance of COF staff by monitoring real-time phone system

stats and correspondence complaint resolution.

• Represented COF with internal and external customers and other company departments to

ensure the effective implementation of strategic initiatives.

• Investigated and resolved escalated customer service complaints.

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D ANA BOSTON, SPHR, MBA

F rederick, M D

i61ui3@r.postjobfree.com

443-***-**** cell

Business Analyst

Zurich NA-Ma ryland I nsurance Group (Financial Services)

N ov 1989 - M a r 1996

• Key Cont ributions:

• Received 3 promotions; Agency Accounting Customer Services Supervisor, Manager of Special

Collections, Manager of Direct Bill Customer Services, Supervisor of Direct Bill Services.

• Developed and implemented an effective cross-training and job rotation program resulting in

reduction in abandoned calls from 65 percent to less than 2 percent, and Increasing the resolution

of writ ten customer complaints from 23 percent to 100 percent resolution within 72 hours.

• Successfully led continuous improvement teams resulting in streamlined business processes such

as job rotation for resolution of writ ten customer correspondence, opening and posting of customer

payments, new lock box procedure, and streamlined performance review process.

• Managed call center (40+ Customer Service Reps and three Supervisors) and reporting activity

• Team member in the testing and implementation of a new IVR System.

___

E D UCAT IO N

MBA Loyola University B usiness Awarded

1999

BS Towson University Business and Economics, Management Concentration Awarded

1996

___

CERT I F ICAT IO NS

SPHR Certification Awarded 2007

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