Customer Service Human Resources
Resume:
PETER S. WISE
Shaker Heights, OH 44122
Home 216-***-****
Cell 216-***-****
********@*****.***
http://www.linkedin.com/pub/peter-wise/11/a18/841
HUMAN RESOURCES & BUSINESS OPERATIONS LEADER
Business oriented executive with a consistent record of accomplishments in Operations, Human Resources and Foundation Management. Recognized for collaboration and creating business solutions through practical application of HR principles and/or operation plans. Strong management, leadership, and analytical skills with proven expertise in complex human resource issues, developing strategic direction, recruiting and developing the best talent, performance management, managing multiple locations, and creating the right work environment. Demonstrated accomplishments and experience in:
* Talent Acquisition and Retention
* P&L Responsibility
* Foundation Management
* HR Policy Development
* Multi-Site Management
* Budget Management
* Employee Relations
* Strategic Planning
* Cost Reduction
* Succession Planning
* Team Building
* Process Improvement
* Compensation & Benefits
* Training & Development
* Change Management
MEDIA WEBCONNECT, Solon, OH 2005 to 2011
An advertising and fulfillment company providing revenue generating products to radio and television stations. Beginning as a start-up company in 2005, Media WebConnect generated over $13 million in revenue in 2010.
Partner / COO
P&L responsibility for all facets of the company including Human Resources, Website Development, Client Services, Accounting, Data and Voice Technology, Facility Management, Customer Service, and daily production.
* Built back office functionality from ground up and managed $2.9 million operating budget.
* Expanded operation infrastructure and implemented automated processes to accommodate growth of client base from 4 stations to 500.
* Led recruitment / hiring process, implemented comp and benefit programs, and managed employee relations.
* Contributed to Sales & Marketing efforts that grew revenue to $13+ million in 5 years.
* Spearheaded creation of websites (company and client) including design and implementation.
MBNA AMERICA BANK, N.A. 1984 to 2005
The largest independent credit card issuer with over $121 billion in loans; employing 28,000 people; an international financial services company providing lending, deposits, and credit insurance products; and a Fortune 100 Best Companies to Work For each year since 1998. MBNA was purchased by Bank of America in 2005.
Executive Vice President, Cleveland, OH (2000 to 2005)
Human Resources Director, Central Region, Cleveland, OH (1993 to 2005)
MBNA Foundation Director, Central Region, Cleveland, OH (1999 to 2005)
As member of regional executive team, held dual role responsibility for Human Resources supporting 2,700+ people and for multi-million dollar foundation giving program.
Human Resources
Responsible for hiring, training and development, compensation, benefits, payroll, AA/EEO/compliance, workers compensation, employee relations, health and wellness in multiple locations in 3 states. Additional responsibilities for food services, day care, people services such as fitness programs, company picnic, and financial advisor services. Managed total staff of 46 and a budget of $3.7 million.
* Exceeded regional performance goals the final 10 years in cost per hire, number of hires, and turnover.
* Developed and implemented recruiting strategies and staffing plans that grew 2 start-up sites; one to 2,400 (Cleveland) and the other to 300 (Akron).
* Achieved zero EEOC violations in 10 years. Educated business managers on HR polices, performance management, and compliance.
* Directed staff on implementing proactive strategies including responsiveness to employee inquiries, proactive communications and training programs, and thorough investigations.
* Developed HR strategies including succession planning and employee development supporting business objectives in achieving regional growth.
* Facilitated training of managers (mentoring program) improving leadership effectiveness and individually coached managers on specific situations in accordance with company’s commitment to managerial growth.
* Implemented Applicant Tracking System (ATS) and HRIS (PeopleSoft).
* Defended and settled 100% of cases before litigation.
* Aggressively managed STD, LTD and Workers’ Compensation to reduce days lost.
* Conducted due diligence on acquisitions and assimilated acquisition of 120 people – converted employee polices, job descriptions, and compensation; educated employees on MBNA policies and procedures.
* Oversaw closing of Chicago office and deployment of 20 people.
MBNA Foundation
Directed all Foundation programs including a multi-million dollar corporate giving program by formulating giving strategies consistent with corporate objectives while furthering the philanthropic objectives of the Foundation.
* Oversaw the 1999 start-up of the MBNA Foundation in Cleveland – recruited staff of 10 and developed strategic plan, daily operating processes, and department operating budget of $750,000.
* Managed $4 million community donation program.
* Managed $1 million scholarship program for 200 active scholars each year - coordinated marketing; selection and award processes; renewal process; summer intern program for 130 students; and mentoring program.
* Managed $1.8 million education grants program for teachers in Cleveland schools.
* Managed employee volunteer program. Coordinated United Way and Foundation fundraising campaigns.
Investor Relations Manager, Newark, DE (1992 to 1993)
Responded to stockholder inquires; provided reporting to senior management, rating agencies, and the investment community; assisted with quarterly reports, annual report, and press releases.
Expense Reduction Manager, Strategic Planning, Newark, DE (1991 to 1992)
Identified expense reduction opportunities in all areas of the bank; performed cost studies, workflow and automation analysis; developed implementation plans; and assisted in the development of the five-year strategic plan.
Quality Manager, Quality Assurance, Newark, DE (1990 to 1991)
Managed process improvement teams impacting customer satisfaction and operations. Assisted in the Malcolm Baldridge Quality Award preparations; and developing the quality strategic plan.
Customer Service Department Manager, Newark, DE (1988 to 1990)
Managed a call center with 60 customer service representatives and 3 section managers and a budget of $5.5 million.
Insurance Marketing Manager, Marketing, Newark, DE (1987)
Management Trainee, Administration, Newark, DE (1986)
Collector, Loss Prevention, Newark, DE (1984 to 1985)
EDUCATION
The College of Wooster, Wooster, OH; Bachelor of Arts, 1984
The National Bankcard School, Norman, OK, 1988
OTHER INFORMATION
Board of Directors and Executive Committee, Cuyahoga Community College Foundation, 2001 to 2010
Board of Directors and Executive Committee, Beachwood Chamber of Commerce, 1998 to 2005
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