Human Resources Manager

Russell R. Callahan

***** *’Connor Road #** – San Antonio, TX 78233

Cell/Home: 210-***-****

Email: ************@*****.***

PROFILE

A passionate and solution-driven human resource professional with experience supporting various lines of business. Strong business background with ability to achieve high performance in diverse, results-driven service organizations. An inspiring and energetic leader who serves as a catalyst for strategic change. Expert communication skills with the commitment to build rapport and positive working relationships with all level of team members. A compassionate individual whose life mission is to consciously and consistently support, develop, motivate and inspire others to achieve extraordinary results.

SUMMARY OF QUALIFICATIONS

• Over fifteen years of experience in versatile human resource management roles.

• Keen business acumen that inspires trust and rapport with all levels of team members

• Extensive experience working with diverse populations in varying customer-centric industries.

• Demonstrated experience in staffing, employee relations, training, benefits and compensation.

• Ability to inspire extraordinary results by: engaging leaders/associates, valuing diversity and shaping culture to support a high performance environment.

EDUCATION, PROFESSIONAL DEVELOPMENT, AND HONORS

University of New York University of Phoenix

Excelsior College San Antonio, Texas Campus

B.S., Liberal Arts M.B.A., Human Resource Management (9 credit hours)

• Certified Employment Law Compliance, COUNCIL on Education in Management

• Certified Targeted Selection, Development Dimensions International (DDI)

• Certified Human Resources Management, University of Texas

• Certified High Impact Consulting, Robert Schaffer and Associates

• Micro-Design Facilitation, Performance Management Training

• Member: Society of Human Resources Management

University of Phoenix - Dean’s List

• Finisher: 2007 Austin Half-Marathon [1:58:41]

2009 Austin Marathon [4:45:31]

RELEVANT ACCOMPLISHMENTS

Strategic Planning and Organization

• Spearheaded a cross departmental team that improved the recruiting process for the Investor Service Representative position, which made up approximately 85% of all recruiting in the Austin office. The redesign of this process resulted in a cost savings of approximately $210,000 per year (for an average year of recruiting).

• Led a cross departmental team of managers in the restructure of the new hire training class delivery system. Resulted in improved retention rate and a cost savings of approximately $110,000 per year (for an average year of hiring).

• Increased medical professional closure rates by 15% through the creation and implementation of policy and procedures and the employment of observation and on-the-spot coaching. This improvement increased revenue by approximately $110,000.

Russell R. Callahan 210-***-**** Page 2

Strategic Planning and Organization (continued)

• Implemented an initiative where all customer complaints were responded to within 24 hours. This resulted in an increase of the banking center’s quarterly “Customer Delight” score by 50%.

• Designed and delivered a performance delivery program that resulted in a reduction in call processing time by 2 seconds, per inquiry, per representative resulting in a $250,000 reduction in operating expenses.

• Introduced a structured recruiting process and formalized training/leadership development department for a mortgage servicing contact center of approximately 1000 associates.

• Managed annual budgets for organizational development and human resource departments up to 35 team members, including all reforecasting.

Training and Development

• Translated and executed a low-cost, product-focused business strategy into a performance management discipline for a Fortune 500 insurance corporation of approximately 30,000 employees.

• Designed and trained key accountabilities, competencies, performance tools, standards and matrices for all U.S. management personnel for a Fortune 500 insurance corporation of approximately 30,000 employees.

• Created a leadership development program for a 24/7 global call center operation of approximately 9000 employees and trained all members of management within the Texas/Kansas regional offices.

• Designed and conducted training seminars in Tampico, Mexico and South Texas cities on effective communication techniques, improvements of the customer experience, behavioral interviewing skills, change management, leadership development and high-impact performance management.

PROFESSIONAL HISTORY

2010 - 2011 Alamogordo Ear, Nose and Throat/Advanced Hearing Care, Alamogordo, New Mexico

Director of Operations & Human Resources

2007 - 2009 Bank of America, Albuquerque/Santa Fe, New Mexico

Acting Banking Center Manager (2009)

Assistant Banking Center Manager (2007-2008)

2006 - 2007 INFOnxx (currently kgb USA), San Antonio, Texas

Manager of Training and Leadership Development

2003 - 2006 Self-Employed, San Antonio, Texas

Human Resources Business Consultant/Facilitator

2001 - 2003 Fairbanks Capital Corp. (currently Select Portfolio Servicing), Austin, Texas

Regional Director, Human Resources (2002-2003)

Assistant Vice President, Learning and Development (2001-2002)

1999 - 2001 Janus Mutual Funds, Austin, Texas

Regional Learning and Development Manager

1997 - 1998 Humana Regional Customer Service Center, San Antonio, Texas Organizational Development Manager and Performance Management Facilitator

1994 - 1997 Cornerstone Christian Schools, San Antonio, Texas

High School Science Teacher

1994 - 1979 United States Armed Forces, San Antonio, Texas Battalion and Company Training NCO – U.S. Army (October 1987- July1994)

Operating Room Technician – U.S. Air Force (February 1979 – May 1987)

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