Manager Customer Service
Resume:
DANIEL H TOWNSEND
**** * **** ***** **, TUCSON, AZ 85749
CELL PHONE: 520-***-****
**************@*****.***
________________________________________
EXECUTIVE SUMMARY
• Multiple Site/Plant HR Leadership
• Staffing and Recruitment
• Leadership Coaching & Mentoring
• Strategic Planning & Visioning
• Employee Relations
• Training Development
• Communications Leader
• Performance Metrics Systems
• Honeywell / Toyota Production System
• Change Management Leader
• Lean Manufacturing Methods
• Organization Design Leadership
• Process / Productivity Improvement
• Visual Management Systems
• Six Sigma Green Belt
Committed human resource leader with a proven track record of performance in a dynamic mid to large size matrix organization specializing in working with a diverse client group including manufacturing, engineering, and service organizations. Experience includes leading an HR team of 18 employees supporting a site of 1,800 service center employees, also supported a 400 person Engineering organization in 10 locations throughout the US, Canada and England. Versed in the creation of corporate strategic goals and team based action plans which include the implementation of organizational performance metrics and cultural transformation methods such as 5S, value stream mapping and continuous improvement tools such as, Kaizen and Rapid Problem solving.
A proven game changer, with a history of developing successful recruitment strategies, performance culture and positive employee relations. An insightful hands-on leader with a highly transferable skill set, who fosters working relationships with all levels of the organization to establish clear goals and expectations as well as roles and responsibilities to create high performing teams and organizations.
ACCOMPLISHMENTS
• Developed strategies for customer service and collections call centers to reach service level goals including service levels, collections goals and employee turnover.
• Led Tucson Repair and Overall site in emplementing the Honeywell Opperating System. Created a lean culture through emplementing 5S, continouse improvement, rapid probleming solving, visual management and change management.
• Developed staffing strategies to ensure business objectives are met. Reduced time to fill open requisitions from 85 to 45 days.
• Led Positive Employee Relations Survey process, leading focus groups, working with site leadership to develop action items, working with teams to implement action plans. Increased employee satisfaction scores by 20%.
• Developed performance management culture through coaching leaders on setting clear goals and holding employees accountable for meeting those goals.
• Developed employee retention initiatives including career development, cross training, job enrichment.
PROFESSIONAL EXPERIENCE
HONEYWELL AEROSPACE 2006 to Present
Sr. Human Resource Generalist – Tucson, AZ
Provide HR support the Vice President of the Electronic Controllers Center of Excellence. Organization consisted of 400 Engineers in ten locations. Also assigned to support Repair and Overhaul production organization.
• Duties performed include supporting front line supervisors and managers regarding performance management, employee relations, compensation, and talent acquisition and retention.
• Designed and directed change management process to effectively integrate change and change initiatives into the organization.
• Trained managers on effective coaching and performance development skills to improve performance and increase talent in the organization.
• Led talent management activities including identifying talent gaps and staffing plans to gaps.
• Investigated employee complaints and employee misconduct.
AMERICA ONLINE 1998 to 2006
Sr. Human Resource Manager, Member Services: Tucson, AZ 2002 to 2006
Responsible for providing HR support to General Manager of an 800 person service center.
• Provided leadership coaching to General Manager and site leadership to develop skills to increase performance and effectiveness of front line supervisors.
• Developed staffing plan to increase from 400 employees to 800 employees. Accomplished plan in 18 months.
• Worked with leadership to increase quality standards and adherence to standards.
Sr. Human Resource Manager, Corporate: Dulles, VA 2001 to 2002
Supported HR Vice President of the Member Services Division of AOL consisting of six US locations.
• Developed site audit system to track site HR performance and to audit performance during site visits.
• Developed succession planning process for top 25 positions in division.
Sr. Human Resource Manager, Member Services: Oklahoma City, OK 1998 -2001
Responsible for supporting Site General Manager for a 1200 person service center.
• Provide HR support for staffing, performance management, and leadership development.
• Developed training on key HR issues including FMLA, diversity and performance management.
DSICOVER FINANCIAL 1986 - 1998
Sr. Human Resource Manager, Discover Financial: Columbus, OH; Salt Lake City, UT
Began employment as a recruiter and progressed through several Human Resource and Management positions with the final position being responsible for supporting Site General Manager for a 1800 person service center.
• 6/93 to 5/98 Human Resource Manager
o 1,800 employee site involved with customer service and collections
o Managed HR team of 18 employees
• 7/91 to 5/93 Human Resource Generalist
o Supported employee relations, benefits, and payroll activities
• 4/89 to 5/91 Department Manger, Collections
o Lead a department of 8 front line managers and 150 employees
• 1/87 to 3/89 Team Leader, Customer Service
o Lead a team of 25 employees in the Billing Error Notice team
• 1/86 to 1/87 Employment Recruiter
o Increase staffing fro 500 employees to 1200 employees
ADDITIONAL EMPLOYMENT EXPERIENCE
Volunteer Mediator for AZ Attorney General State of Arizona 2006 - Present
EDUCATION
BSBA The Ohio State University Bachelors of Science in Business Systems 1996
SPHR Society for Human Resource Management Passed SPHR exam 1999
REFERENCES AVAILABLE UPON REQUEST
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