Customer Service Human Resources

Dorothea (Dot) Cook-Simmons

**** ****** ***** **

Albuquerque, New Mexico 87120

Cell 505-***-****

E-mail: *********@*******.***

PROFESSIONAL OBJECTIVE

As a highly motivated and experienced Human Resource professional, contribute to the overall effectiveness, success and profitability of an organization.

QUALIFICATIONS

15+ years experience in Human Resources, Performance Management, Customer Service

Re-engineer business processes to cut costs, increase productivity and improve employee performance by analysis of current work process and results required.

Focus on Organizational Effectiveness for teams and departments

Responsible for development, implementation and on-going review of policies and procedures

Solely responsible for all recruiting, interviewing, hiring and training as Director of HR

Facilitator of team buildings, self-managed work teams and project management

Developed Change Management Program, implemented Performance Management Training and managed a Leadership Team of 15 for future executive positions over a 3 year period

Partnered with Managers to implement policies and procedures

Planned strategies and set goals for corporate in-house market segments. This included relating business strategies to front-line supervisors and individuals.

Developed and delivered comprehensive programs focused on employee empowerment, the changing internal corporate culture, and customer service. Programs included a change management course which I developed, behavior and stress management courses designed to assist employees to better understand themselves and others, and two packaged customer service courses for in-house and field employees.

Facilitated one-on-one and group interviews for new hires; conducted new hire and customer service workshops; assisted in orientations of HR benefits, expectations and organizational overview.

Process owner of newly implemented Performance Management Program to involve employee in expected/required performance, results, and on-going development. Lead for 360o Feedback Project to incorporate 360o feedback into current performance management program to measure improvement.

Lead and assisted development of in-house Leadership Development Program consisting of five individual projects required by participants over a three-year span designed to develop and prepare future leaders of the company.

Met with clients to determine objectives and current status, develop gap analysis and recommend interventions. Prepared detailed final reports and evaluations on in-house projects to compare results with objectives and determine any further interventions.

Additional experience in Office Management, Business Administration and Customer Service

Certified in MBTI, DISC in addition to numerous HR training certifications

PROFESSIONAL EXPERIENCE

Human Resources Manager Unirac, Inc. 03/08 - present

Human Resources Consultant Payday Plus 08/05- 03/08

Case Manager Supervisor TeamWorks/NMCSW 01/05 – 08/05

Employment Consultant TeamWorks/NMCSW 09/04 – 12/04

Regional Human Resources Director Heritage Hotels & Resorts 07/02 - 03/04

Training Coordinator/Call Center Manager Smart Systems Technologies 12/01 - 06/02

Office Manager NKF NM 08/01 - 12/01

Organizational Consultant Public Service Co. of NM 09/88 - 12/00

Acctg Technician Public Service Co. of NM 04/78 – 09/88

EDUCATION

M.A. Webster University, Human Resources Development 1995

B.S. College of Santa Fe, Business Management 1993

SPHR Society for Human Resources Management certification course 2007

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