Customer Service Human Resource
Resume:
Maribeth A. Piscitelli, MS, PHR
***** ******** ******, ********* #****, Las Vegas, NV 89183
Mobile: 702-***-****,
****************@*****.***
Career Summary
Human Resource professional with strong human resource generalist skills with over15 years experience in union and non-union environments in the hospitality, manufacturing, telecommunications, travel, legal, high-tech and Internet industries.
Education
University of New Haven – West Haven, CT
Master of Science, Industrial/Labor Relations
Albertus Magnus College – New Haven, CT
Bachelor of Arts, Spanish/Education
Professional Development
PHR Certified – Professional in Human Resources
Experience
2010 - Present
Grand Canyon Skywalk Development, LLC – Las Vegas, NV (tourism)
Human Resource Manager
o Investigate and resolve all employee relations issues.
o Research and implement a new payroll system.
o Develop and implement a Salary Administration Program.
o Develop and implement a Performance Management Program.
o Research and implement new benefits programs.
o Develop a human resource and new hire budget.
o Research, develop and implement Safety Programs including a Safety Manual and Safety Committee.
o Revise and rewrite the Employee Manual.
o Develop Employee Recognition Program and Incentive Plans.
o Research and implement a 401(k) program.
o Develop and implement human resource policies and procedures.
o Develop and deliver training for all employees in sexual harassment, customer service and performance management.
2010
Herbst Gaming, Inc – Las Vegas, NV (hospitality/gaming)
Corporate Trainer
o Trained employees in several human resource areas including customer service, basic supervision, sexual harassment and new hire orientation.
o Evaluated effectiveness of training programs.
o Developed and implement training curriculums and programs.
o Developed curriculum guide of all training and development course offerings.
2009 - 2010
Lipscomb-Smith Enterprises/Lipscomb-Smith McDonald’s
Human Resource Generalist/Payroll Specialist
o Processed payroll for 500 hourly employees using ADP Payroll System.
o Resolved all employee relations issues.
o Coordinated and managed the employee benefits program.
o Recruited for all positions and conducted new hire orientation.
o Resolved customer recovery complaints.
o Trained new office personnel.
2009
Human Resource Consultant
The Simmons Group
Las Vegas, NV
o Performed training and management functions for the opening of the M Casino Resort.
o Performed recruiting activities for various casinos in Las Vegas.
2008 - 2009
Holiday Systems International – Las Vegas, NV (hospitality/travel)
Human Resource Manager
o Developed and delivered training courses in performance management, disciplinary procedures and recruiting procedures for management employees.
o Consulted with senior management, benefits brokers and providers to obtain the best possible benefits program for employees; investigated and resolved all benefits issues.
o Designed and implemented a revised performance evaluation system resulting in improved cash flow projections.
o Designed and implemented a revised progressive disciplinary process which resulted in the successful defense of unfair termination claims.
o Investigated and successfully resolved all employee relations issues resulting in zero unfair employment claims.
o Developed and implemented employee improvement programs which resulted in improved productivity.
o Defended Unemployment Claims resulting in the successful resolution for a majority of the claims.
o Participated in the development of recruiting strategies including recruiting policies and procedures resulting in increased retention.
o Developed and implemented recruiting policies and procedures, sourced and interviewed candidates, coordinated internal job fairs.
2006-2007
Steiner Management Services, LLC – Coral Gables, FL (spa/hospitality/gaming)
Corporate Director, Human Resources
o Partnered with five star resorts worldwide including Ritz-Carlton, Four Seasons, Starwood Resorts and Caesar’s Entertainment to standardize the brand recognition for Mandara Spa worldwide consisting of 53 world class spas.
o Participated in the opening of several spas including recruitment, training and implementing human resource policies and procedures.
o Researched, negotiated and implemented a new benefits program for 2,000 spa based employees which saved the organization thousands of dollars a year in benefits premiums.
o Directed the FMLA, ADA, and Worker’s Compensation Programs.
o Consulted with all levels of management in the investigation and resolution of all employee relations issues.
o Developed and delivered training to spa management and human resource representatives on resolving employee relations issues, equal employment opportunity and legal recruiting techniques.
o Researched, selected and implemented a new payroll system for over 2,000 employees which resulted in a savings of $100,000 per year in annual costs.
o Investigated and resolved all employee relations issues resulting in all equal employment opportunity claims being resolved in the Company’s favor.
o Wrote and distributed a weekly human resource information newsletter for all direct reports resulting in improved adherence to federal and state laws.
o Successfully developed and implemented policies and procedures of newly acquired massage therapy schools resulting in a reduced integration timeframe.
2005-2006
Becker & Poliakoff, P.A. – Fort Lauderdale, FL (legal)
Director, Human Resources
o Developed and delivered management training program for Office Managers as it related to human resource roles, equal employment law and resolving employee issues.
o Directed the benefits program which included negotiating premiums with brokers and providers; negotiated several supplemental benefits programs for all employees.
o Designed and implemented a revised progressive disciplinary process which resulted in the successful defense of unfair termination claims.
o Developed and implemented employee improvement programs which increased productivity.
o Investigated and resolved all employee relations issues in 10 remote office locations.
o Defended Unemployment Claims resulting in the successful resolution for a majority of the claims.
o Managed the recruitment process for all legal positions including attorneys.
1999-2004
DSL.net – New Haven, CT (Internet, high-tech)
Director, Human Resources
o Established the human resource department for this start-up organization.
o Negotiated and implemented comprehensive benefits programs saving the organization $500,000 in one year.
o Developed orientation materials for new benefits programs; delivered open enrollment sessions and investigated and resolved all benefits related issues.
o Developed a FMLA and ADA Leave Program and developed and delivered training to all levels of management.
o Established relationships with organizations in the community including high schools, colleges and civic organizations which resulted in increased recruitment and retention efforts.
o Resolved and investigated all employee relations issues including those dealing with sexual harassment and discrimination.
o Established and implemented a job description and compensation and salary administration program; revised exempt and non-exempt status as appropriate, resulting in the successful defense of a Department of Labor Audit.
o Developed and implemented a web based recruiting strategy resulting in the tripling of the workforce in nine months saving the company approximately $500,000 in recruiting costs.
o Designed and delivered training programs in Sexual Harassment, Diversity Awareness resulting in the successful investigation and defense of employee claims.
o Designed and delivered management training programs in Performance Behavior
Standards, Employee Performance Evaluations, Leadership, Communications, Feedback, Customer Service, Listening Skills, and Basic Management for all management employees which resulted in the operational effectiveness of the management team.
1987-1999
AT&T – New Haven, CT (telecommunications)
Corporate Trainer/Human Resource Generalist – Organizational Effectiveness and
Education
o Designed and managed a $1 million a year plus tuition assistance program, a $500,000 a year training curriculum, a $30,000 a year resource library and a $1 million + a year sabbatical program.
o Counseled and advised employees as to selection of areas of study, courses and curriculums which included partnering with local colleges and universities.
o Delivered training as the Master Trainer for Kaset’s customer service training and DDI’s Target Management Series resulting in saving the company $100,000 per year in training costs.
o Assisted in the investigation of EEO/AA complaints in union and non union settings resulting in the successful defense of employee grievances and complaints.
o Made accommodations for individuals with disabilities.
o Assisted in the development and implementation of the company’s Affirmative Action Plan.
o Assisted in the design and delivery of a new management and non-management curriculum consisting of over 100 courses for 20,000 employees which included conducting needs analysis and focus groups, compiling and analyzing information and modifying training modules as appropriate.
Additional Relevant Experience
1994-2003 (Part –Time Evenings)
Albertus Magnus College – Adjunct Faculty – New Dimensions Program
o Developed course curriculum for the Human Resource Management Module.
o Facilitated human resource and management courses for adult learners in a self-directed and small group learning environment.
o Developed and conducted seminars for college student Career Day.
Facilitator – PHR/SPHR Study Programs - Southern Nevada Society for Human Resource Management (SNHRA)
Memberships
Society for Human Resource Management (SHRM)
Southern Nevada Society for Human Resource Management (SNHRA) –
Education/Certification Committee
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