Customer Service Human Resources
Resume:
TANYA L. CHAPMAN
Roswell, GA 30075
Cell: 770-***-****
(E-mail) [************@*******.***
Business Executive with extensive experience managing, assessing and evaluating all aspects of Human Resources, Learning and Development in Retail, Staffing, Banking and Finance environments to improve a company’s business performance.
PROFESSIONAL EXPERIENCE
Ross Dress for Less – Acworth, Georgia 2010 – Present
Retail Store/Sales Manager - Acworth Georgia Retail Store
• Recruits, trains and develops Assistant Managers and Non-Exempt Associates through Performance Management Programs
• Utilizes and promotes all retention tools to reduce turnover within Retail Store environment.
• Responsible for addressing employee performance issues which includes administering coaching and disciplinary actions as needed through corrective action processes.
• Responsible for expense control through monitoring of P&L statements and payroll (Time and Attendance) expenditures.
• Execute Customer Service, Loss Prevention, Operations and Human Resources Initiatives in accordance with Ross Dress for Less Policies and Procedures.
• Executes business plans and associated programs to deliver the desired sales and profit results while maintaining quality customer service.
Goodwill of North Georgia - Atlanta Georgia 2004 – 2010
Retail Store/Sales Manager – Marietta, Sandy Springs, Roswell - Retail Stores
• Manage Sales and Production and Customer Services Business Units for Store
• Plan and adjust work schedules duties to meet Sales production demands
• Assist with the opening of new Retail Stores within the state of Georgia
• Communicates with customers to ascertain needs, advise on service/adjust complaints
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• Keeps records of work hours, labor cost, expenditures, receipts and material used to analyze and prepare operation reports and budget (2 million+ projected)
• Observe workers performance and review 3 Assistant Store Managers, 2 Supervisor and 34 employees’ work to ensure quality of work according to ISO – 9001 -9008 and ISO 14001 EMS Certification Standards
• Orients and trains new employees for all Retail departments; Ready To Ware, Linens, Cashiers, Sales Floor, Shoe, Electronics, Furniture, Household etc.
• Responsible for all Human Resources processes for store; i.e., Hiring, Employee Relations, Payroll (People Soft), Benefits, Training, etc.
• Complete appropriate reports and submit to Regional Director of Operations
Evolutionary Work Advisors – Rochester Hills, Michigan 1999 – 2004
CEO/Owner – Performance Management Consulting
Professional Coach Services for executive and management teams in the areas of Leadership, Performance Management, Strategic Planning, Employee Relations and Professional Coaching etc.
Olsten – Adecco Staffing Corporation – Melville, New York 1997 – 2000
Human Resources Director (North America Operations)
Divisional HR Planning and Training Manager (Central US Division)
• Partnered with 50 executives on organizational design efforts and served as a change agent for critical initiatives for division /national business issues
• Implemented and managed Performance Management program/process for 1500 executives and management level employee to improve competencies in leadership performance and developing company- wide organizational development plans
• Consult with executives to design, present, monitor and support corporate and operational learning initiatives linked to critical business programs and issues
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• Responsible for the implementation of sales and operations training for Central US Division. 14 Direct Managerial reports – 70% travel – Launched Divisional Learning Center – Training Success Rate from 33% to 97%
• Internal Consultant for executive and management staff on Human Resources policies and employee relations issues for Division. Established Employee Relations hotline for Division
• Organizational Development consultant to assist in creating workforce plans/systems and processes. Developed job designs to maximize employees’ talent/performance to achieve desired business results
First of America Bank (National City Bank) – Royal Oak, Michigan 1994 – 1997
Corporate Learning/HR COORDINATOR (Michigan Division)
Regional Human Resources/Training Manager (Mid-Michigan Region)
Banking Operations Supervisor (Mid-Michigan Region)
• Internal Consultant for executive management to assist in identifying complex developmental situations and tailor HR/Learning solutions to address business needs
• Managed Corporate and Operational Learning/HR Initiatives for Mid-Michigan Division
• Created and Implemented aggressive recruitment program to generate a pool of qualified applicants for various positions/succession planning. Trained Recruitment managers on sales/recruitment operations processes
• Managed Retail Banking Unit – Operations and Customer Service Departments
EDUCATIONAL BACKGROUND
• Retail Management Certification - Ashworth University - 2008
• ISO Certification 9001 Internal Auditor – Alliance International Registrar 2007
• Dale Carnegie Certification - Dale Carnegie Training – 2006
• Business Finance Certification – Walsh College – 1999
• Master of Science Degree, Organizational Psychology (Summa - Cum Laude -96) LaSalle University
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OTHER EXPERIENCE – SKILLS
• Demonstrated Ability to Work with Senior Management Team
• Flexibility to Travel; Multi-Site Experience
• Leadership Skills to Inspire, Motivate and Align Workforce
• High Presentation and Meeting Management Skills
• 10+ Years - Experience with various industries – Banking, Staffing, Non-Profits and Retail
• 10+ Years - Human Resources Disciplines and Retail Business Organizations
Technical Expertise: Microsoft Word, Excel, PowerPoint, Publisher
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