Manager Human Resources

Elbert Fry

**** ******** ***** • Charlotte, NC 28216 • 980-***-****

**********@*****.***

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QUALIFICATIONS SUMMARY

Highly accomplished, visionary professional with increasingly responsible roles in human resources, account management, risk management, and data analysis. Results-oriented, decisive leader with proven success directing diverse groups of professionals to achieve maximum results contributing to the expansion and growth of an organization. Establish and maintain quality relationships with all colleagues and clients, utilizing strong interpersonal and communication skills.

PROFESSIONAL EXPERIENCE

Bank of America - Charlotte, NC July 2011 - December 2011

Learning Analyst (Contract through Resource Accounting, Inc.)

• Designed, developed, and delivered HR Learning reports to support key business initiatives.

• Applied expertise in learning to identify opportunities, strategies and solutions that were directly linked to organizational and business goals.

• Performed research and analysis to determine accuracy of data and reports.

• Assisted senior analysts by preparing and issuing instructions concerning report generation, timeliness and distribution of reports according to new or revised practices and procedures.

• Facilitated meetings to address associates inquiries regarding eLearning reports.

Bank of America - Charlotte, NC November 2010 - June 2011

Business Control Specialist (Contract through Resource Accounting, Inc.)

• Managed the execution of internal control disciplines and operational excellence within the Global Human Resources department.

• Led the building of mitigating action plans, milestones and controls.

• Managed compliance and audit controls to ensure mitigation of risk to associates and the bank.

• Leveraged data in order to monitor effectiveness of key controls and status of mitigation/action plans.

• Documented, tracked, monitored, and escalated risk related issues utilizing Key Performance Indicators (KPI’s).

• Assisted team in completion of multiple enterprise required assessments/projects, including risk and control self-assessments.

AonHewitt Associates - Charlotte, NCSeptember 2009 - November 2010

Client Services Manager (Contract through Spherion, Inc.)

• Managed HR functions, including: strategic planning, organizational development, training, benefits administration, and employee relations.

• Interacted with department managers and hiring managers to coordinate planning activities of trends, needs, and hiring within the benefits call center.

• Evaluated, counseled, and managed a staff of 75 call center associates.

• Responsible for ensuring adequate staffing, adherence and service level agreements were met in a timely manner to drive client delight.

• Monitored compliance practices in federal, state and local government regulations.

• Processed payroll and validated payroll data reports for call center associates on a weekly basis.

Clark Consulting - Dallas, TXMay 2008 - April 2009 Account Manager

• Performed strategic analysis of client’s accounts and financial needs to advise investment consultant on what Bank Owned Life Insurance (BOLI) products would be implemented for funding.

• Responsible for training the client on government agency reporting requirements.

• Maintained industry expertise in regulatory and tax issues affecting products sold to clients.

• Developed cost benefit accounting reports and provided accounting details to the client/internal stakeholders on a monthly basis.

• Managed and adapted firm policies/procedures to keep current with applicable industry regulations.

Burns-Fazzi Brock and Associates - Charlotte, NC May 2007 - May 2008

Sr. Benefits Analyst

• Prepared custom non-qualified retirement plans for credit unions and community banks using Bank Owned Life Insurance (BOLI) and Annuities for funding.

• Analyzed client’s financial statements to determine equity investment capabilities.

• Provided technical expertise for benefit plan accounting and regulatory issues.

• Ensured timely completion of benefit plan audits on behalf of policy holders.

• Worked with sales, risk, and implementation partners to ensure seamless delivery of products and services.

• Managed, reviewed and monitored ongoing client issues and deliverables.

TIAA-CREF - Charlotte, NCMarch 2007 - May 2007

Individual Client Consultant (Seasonal employee) Temporary Assignment

• Provided client advisory support in an inbound call center environment.

• Identified and resolved root causes through research and analysis to provide solutions to requests with error free quality.

• Responsible for communicating details and up-selling insurance products, after tax investments, 401(k) Plans, 403(b) Plans and annuities.

• Provided product analysis and recommendations.

Bank of America - Charlotte, NC January 2005 - March 2007

Operations Manager, Assistant Vice President

• Provided operational product support for life insurance products, after tax investments, and annuities for Bank of America Investments.

• Developed and conducted training on annuity policies and procedures for various sales and operational support personnel.

• Responsible for developing and auditing financial reports for delivery to senior management on a daily basis.

• Handled escalations of complex issues by managing the coordination of workflow to business partners and ensuring timely resolution.

• Managed compliance and audit controls to mitigate risk to associates and the business.

• Analyzed the efficiency and effectiveness of current departmental processes and procedures and ultimately helped to implement identified process improvements.

Independent Financial Marketing Group - Charlotte, NCJune 1999 -December 2004

Operations Manager

• Managed and oversaw the administrative functions of the Bank of America Annuity Service Center.

• Conducted sourcing, interviewing and selection process to fill open processing positions.

• Delivered strong coaching and continued performance evaluations focused on associate development and performance trends.

• Responsible for ensuring data integrity and detecting process errors.

• Developed and implemented departmental policies and procedures.

• Performed, analyzed and monitored production of daily performance tracking reports for inbound/outbound annuity applications utilizing key performance indicators and benchmark indices.

EDUCATION

Master of Business Administration, Concentration in ManagementDecember 2007

Strayer University, Charlotte, NC

Bachelor of Science, Concentration in Business ManagementDecember 2004

Strayer University, Charlotte, NC

United States Navy, Boatsman MateApril 1991

San Diego, CA

CERTIFICATIONS

Professional in Human Resources (PHR) candidate January 2013

OFFICE PRODUCTIVITY TOOLS

MS Project, MS Access, MS Word, MS PowerPoint, MS Excel, MS Visio, Lotus Notes, OpVar financial reporting tool, Impromptu reporting software, SharePoint, SOX protocols and Oracle platform systems.

CRM/LMS/HRIS SYSTEMS

PeopleSoft, eWorkplace, eRequests, eLearning, Taleo and Concur.

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