Customer Service Manager

Lisa A Utter ***** E. Field Lane

Palmer, AK *****

907-***-**** - home

256-***-**** - cell

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

Career Summary:

Lowe’s Home Improvement Store – Human Resources Manager (2007 – present)

1200 N. Muldoon Rd

Anchorage, AK 99504

Responsibilies include:

• Ensure accuracy of all employee files including I-9 forms.

• Recruit, interview, and hire qualified candidates

• Conduct onboarding for all new employees

• Ensure compliance with federal and Alaska employment laws and regulations.

• Perform a variety of HRIS functions including new hire entries, benefits processing, entering leaves of absences, maintaining attendance database, and tracking performance reviews.

• Assist employees in the completion of company benefit program forms, including medical, dental, life, 401(k)

• Manage and update payroll processes including Kronos, time off tracking, time cards, and payroll documentation.

• Maintain FMLA and other medical leaves, review work restrictions, and handle ADA processes

• Provide support and process all corrective actions, disciplinary functions, and terminations ensuring consistency and adherence to Lowe's policy.

• Lead investigations and provide support to supervisors through the process.

• Manage workers compensation claims including maintaining paperwork, leaves of absence, and return to work processes.

• Manage monthly performance review process and ensure step pay increases are processed timely and accurately.

• Provide professional HR guidance to managers and supervisors, and provide HR support to hourly employees.

• Provide and promote positive employee relations.

Ashley Furniture HomeStore – HR Manager/Manager of Consumer Relations Temporary Assignment – Stores for Huntsville and Birmingham

Recruiting Manager/Update online web-site/Reorganize Customer Service Department in Birmingham/Handle Corporate Ashley and Better Business Bureau Complaints (April - 2006-June 2006)

• Recruited, interviewed and hired qualified applicants

• Composed all letters of explanation to customers tracking compensation during time of reorganization

• Established phraseology for use resolving disputes

• Managed problematic solutions with high-priority customers

• Updated documents that were out of date and/or needed amendment to State and Federal Standards

Delta Air Lines (Aug. 1998 – May 2006)

8 years of increasingly more responsible decision-making positions within the corporation

Operations/HR Supervisor – including Operations, Facilities, Human Resouces, and Safety

Human Resource Duties:

• Implemented process improvements for required documentation for hiring personnel

• Designed and facilitated presentations about company health benefits, payroll and scheduling procedures for all new hires

• Enhanced local benefit sign up program to reduce inaccuracies

• Operated as a liaison between benefit provider and employees to resolve concerns

• Supervised customer service agents and general service agents phone calls for quality assurance and DOT compliance

• Counseled phone employees on call monitoring, attendance and all aspects of job performance

Safety/OSHA Duties:

Accomplishments in company and office safety goals, including implementation of safety business plan, safety procedures and local safety teams at Delta Air Lines. Recognized as 1 of the 20 Delta employees, out of 50,000 employees company wide, for contribution to Delta’s safety program.

• Coordinate office safety and OSHA requirements

• Supervised and conducted all incident analysis for Occupational Injuries or for Safety Hazards

• Established direct relationship with personnel at all levels locally and corporately regarding Safety, ID processing, and Benefits

• Conduct, and educate all management levels and safety team members to conduct ergonomic evaluations for 200 + employees in a call center environment

• Established evacuation route and plan

• Responsible to ensure safety and timeliness of all evacuations-weather, fire and bomb

• Prepared and facilitated tabletop evacuations for management, MCR and safety team members

• Communicate office safety and OSHA requirements between local and corporate management

• Facilitated monthly meetings for the local safety team, actively participate in monthly corporate safety conference calls

• Responsible for hiring and training of new safety team members

Benefits, Payroll Duties:

Local Benefits Coordinator of 3 cities Huntsville, Montgomery and Augusta (1999-2000)

• Assist employees in the completion of company benefit program forms, including medical, dental, life, 401(k), and section 125

• Responsible for all aspects of assisting employees and management of three cities with all health, travel and payroll benefits

• Anticipated problems with benefit, payroll and schedule conflicts and brought them to resolution in a timely manner

• Provided reports to management with recommendations that addressed negative attrition and absenteeism trends and established actions that supported improvement goals

• Communicated with employees about salary over payments and wage garnishment concerns to agreeable resolution

• Informed staff/management on Delta’s short-term/long-term, FMLA disability and Human Resource Practice Manual policies

• Maintained computerized benefit records and made personnel change authorizations for employees out on sick leave, short-term disability, suspension, or any disciplinary action

Salary: Negotiable

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