Human Resources Customer Service

MARK THOMPSON

**** ********** ******, ***. **, Bronx, NY 10471  718-***-****  ***************@***.***

HUMAN RESOURCES PROFESSIONAL

Planning /Employee Relations /Training / Organizational Development

Perseverant and enthusiastic business professional with a passion in assisting and engaging people to utilize their skills to their fullest potential to achieve corporate goals. Excellent analytical, technical and persuasive skills applied in meeting constant changing employee challenges. In-depth knowledge of Human Resources polices and procedures. Innovative skills utilized in problem solving and marketing for consistent results benefiting corporate goals.

 Staffing

 Performance Appraisals

 Talent Management

 Training and development

 Compensation

 Project Management

 Absence Administration

PROFESSIONAL EXPERIENCE

Verizon Communications Incorporated, Valhalla, NY 1983 - 2008

Human Resources Specialist - HR Business Partner 2004 - 2008

Provided strategic and tactical HR support for 2,000 Regional Call Center and Field employees (both union and non-union) in 12 locations across the footprint including West Coast and East Coast territories. Provided counseling and interpreted HR policies on staffing, talent management, compensation, absence administration, employee relations, workers compensation, performance appraisals, and employment practices.

 Consistently reduced costs and increased productivity by identifying management employees through analysis for reduction in force incentive.

 Led and facilitated succession plan and talent management program for all Regional Call Center employees and facilitated career development training.

 Led performance assessment and compensation (merit and bonus) initiatives for Regional Call Centers.

 Created Absence Control Team to investigate chronic absence cases and reduced absence rates by successfully removing difficult absence cases from the Regional Call Center Organization.

 Trained new HR Business Partners on work restricted employee process, ADA compliance, and report interpretation to ensure proper handling.

Human Resources Specialist - Work Force Intervention 2001 - 2004

Project leader for the NY Work Restriction Project assisting HR Business Partners and Directors to effectively

manage employees who possess medically validated work restrictions. Responsible for all metrics, analysis, and reporting of restricted employees across all lines of business.

 Regularly tapped to lead challenging projects to analyze, assess, and implement resolution.

 Keen ability to focus on direction and organizational planning.

 Communication skills include ability to knowledgeably interact with technical and non-technical staff.

 Impressive record of streamlining operations, developing and implementing organizational solutions, and applying overall human resources expertise.

Mark Thompson page 2

 Impressive record of streamlining operations, developing and implementing organizational solutions, and applying overall human resources expertise.

 Provided training for new HR Business Partners on Work Restriction Process, ADA compliance, Ergonomic evaluations, and report interpretation to ensure proper handling of every case.

 Advised and assisted employees with proper policies and procedures concerning Short Term Disability, Long Term Disability, and Americans with Disabilities Act, FMLA, OSHA and other HR policies.

Software Engineer / Database Administrator – New York, NY 1996 - 2001

 Project leader for all major projects associated with upgrades to the mainframe operating system and communication of system status to upper management.

 Chairperson for system standards upgrade project resulting in 15% reductions in redundancy and improved system performance.

 Coordinated Disaster Recovery effort at the Bluehill Datacenter for PICS/DCPR for 4 years resulting in 100% recovery of system at alternate locations with data integrity in tact.

Verizon (formerly Bell Atlantic) 1991-1996

Systems Analyst – New York, NY

 Reviewed, tested, and implemented database purge procedures to reduce response time for user community

and improved response time by 20%.

 Coordination and implementation of all required system change controls for additions, changes, and updates to all PICS/DCPR systems.

 Partnered with other teams in IT to review system performance and managed change. Interacted continuously with Software Development Teams (Verizon or Vendors), Change Management Group and supported Midrange Performance Management.

Verizon (formerly NYNEX) 1987 - 1991

Team Leader – New York, NY

Responsible for supervision and management of 12 associates in call center environment. Provided training coaching, mentoring, and disciplinary action when appropriate. Conduct observations of all subordinates to ensure proper customer service and accurate information to ensure quality standards objectives are exceeded.

 Generated $400k in sales revenue over three years exceeding objective by 125% of sales goals.

 Administered and managed absence control plan resulting in reduction of absence rate to .01%.

 Resolved union grievances, resulting in 75% resolution at informal level.

 Identified potential talent for promotion from union to management.

 Developed sales campaigns to attract customers from competitors.

EDUCATION

MBA, Business Administration, Long Island University, Brookville, NY 2007

BT, Hotel and Restaurant Management, New York City Technical College, Brooklyn, NY 2001

BA, Liberal Arts, State University of New York @ Buffalo, Buffalo, NY 1982

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