Project Manager Customer Service
Resume:
Elizabeth L. Hackel
Chicago, IL 60647
***.******@*****.***
Objective
My mission is to champion the success of employees and provide exceptional service for an organization by utilizing my experienced skills in organization development and client relations.
Professional Experience
Airoom Inc, Elevations Inc, Airmen, Inc. Lincolnwood, IL 2010-present
Project Manager/ Client Relations Manager/Service and Warranty Manager
• Project manager of over 100 remodeling projects occurring at one time
• Record all correspondence for projects in internal database and manage the integrity of the system
• Run weekly reports on customer satisfaction and client contact for all projects
• Manage all incoming requests in the service and warranty department
• Act as a liaison between various departments within the company gathering information on jobs and issues surrounding the project
• Serve as an advocate for the client in all encounters and carry the customer service spirit throughout the company
HR Generalist/Assistant Director HR 2003- 2005
• Designed and facilitated Airoom University, a 10 module orientation program
• Developed and implemented succession planning for all employees
• Facilitated performance management training
• Tracked employee retention and recruitment
• Initiated creation of company policies in adherence with HR law
• Coordinated yearly open enrollment for benefits and worked with vendor to ensure a seamless transition from year to year
Rush University Medical Center, Chicago, IL 2007- 2010
Employee and Organizational Development Consultant
• Rolled out training for 800 managers on effective performance management
• Designed and implemented end user training on a new performance management system for all employees
• Created a behavioral interviewing model for the Rush widely based on the mission, vision, values and strategic plan of the organization
• Provided consulting services to departments in organization development and effectiveness theory, methods and execution
• Evaluated organizational needs, conducted research and recommended systems, processes and techniques to enhance employee performance and engagement
• Designed and facilitated classroom training, as well as alternative delivery methods for institution-wide learning programs
• Assisted departments to continuously improve the effectiveness of the performance management process
• Administered vendor relationship with the learning management system provider and managed the integrity of all e-learning content available to more than 8,000 employees
• Participated in workforce planning efforts and created a report for senior leadership
Neumann Association, Chicago, IL 2005-2007
Training Director
• Developed implemented and evaluated sourcing, recruitment, hiring, and orientation
• Served as the key resource, expert and internal champion for performance management, training, succession planning, talent management, and leadership development
• Lead the design, development and implementation of custom training solutions; including needs assessments, job/task analyses, instructional design, material development, piloting, implementation and evaluation
• Designed and facilitated training programs including, but not limited to: Sexual Harassment/ Diversity Training, Management Training, OSHA/FMLA Compliance, CPR/First Aid Training
• Evaluated the effectiveness of existing leadership, employee and technical training and development programs to revise or recommend changes in instructional design and delivery methods
• Established and maintained appropriate processes/ procedures to ensure complete and accurate training records and compliance tracking
• Researched and discovered monies available from state funding and generated $70,000 in less than 6 months
Education
Northeastern Illinois University, Chicago, IL 2004
BA, Human Resource Development GPA 4.6 -- Minor: Sociology
Continued education and development
Member of the American Society of Training and Development (ASTD) and CCASTD
Volunteer with ODN – Organization Development Network
Working towards SAP HR Certification
http://www.linkedin.com/in/lizhackel
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