SUMMARY:

• Human Resources and Organizational Development Professional
• Innovative and progressive Human Resources professional with extensive practice in staffing, employee relations and employee development.
• Over 15 years of management experience and collaboration with executives, employees, and customers that helped produced unique and successful programs.
• Consistently looking to improve systems and standards within employee relations.
• Genuine influencer who thrives on challenges and translates visions and strategies into actionable, value - added goals.

AREAS OF HR EXPERTISE INCLUDE:

• Employee Relations & Diversity
• New Hire On-boarding
• Innovative Problem Solving
• HR Policies & Procedures
• Employee Recruitment & Retention
• Change Management
• Employment Law
• Confidential /ADA/EEO/WC
• Staff & Development
• Performance Management
• Organizational Development
• Employee Relations

TECHNICAL EXPERIENCE:

Microsoft Office Suite 2016 Kronos Salesforce Vista HRMS Confluence/ Jira Aspect Workforce Management

PROFESSIONAL EXPERIENCE:

Confidential, Dearborn, MI

Customer Care Manager and Trainer

Responsibilities:

• SME employees how to handle situations within guidelines to produce the best customer experience both internally and externally.
• Implementing changes and developments in all aspects of customer experience within the company.
• Collaborating with all departments to ensure proper service to customers to improve sales and customer satisfaction.
• Develop and oversee the budgets and business plans for the Customer Care department.
• Recruit, hire, train, supervise, and coach Customer Care staff.
• Directly leading the development, coordination, and execution of programs for new and existing staff on customer experience.
• Created comprehensive materials utilized by new operations staff to ensure full understanding of best practices and company expectations.

Confidential, Ann Arbor, MI

Responsibilities:

• Possessed full control and accountability over all Human Resources operations for a call center including the development and implementation of new programs and budget forecasting. Initiated and made recommendations for the adoption of performance related reward. Led Recruiting programs, advanced employee and engagement plans for the US.
• Advised Canadian Headquarters on US laws and policies, strategies and schemes for the US center.
• Reviewed employee investigations, unemployment claims, and Confidential .
• Built a successful on-boarding and off-boarding process for the US.
• Reduced involuntary attrition by 11% through implementation of quarterly employee feedback survey and incentives.
• Conducted job analysis and established updated job descriptions for the US roles, which resulted in increased applicant quality.
• Defined a fair, equitable and competitive total compensation package that fit and aligned with organizational strategy.
• Created US Policy and Procedure employee handbook.
• Successfully implemented workforce plan to staff new US location.

Confidential, MI

Area Call Center Supervisor

Responsibilities:

• Gave direction in performance management, discipline, and coaching of team members.
• Handled Confidential, short-term disability, and long-term disability records of employees.
• Carried out a change control process for municipal changes that minimized negative customer experience and agent impact.
• Maintained accurate views of employee progress and metrics to identify and capitalize upon any areas of improvement, teachable moments, or instances requiring discipline.
• Acquired the information needed to update and maintain employee records including Confidential and Short-term disability.
• Mitigated any impact or interruptions in operations through the creation of change control processes.
• Led JD Power engagement rollout for assigned district worksites.
• Created change toolkit for knowledge base, decreasing errors by 9%.
• Recommended by Area VP for Safety Steering Committee.
• Due to track record of success, selected as the Interim Customer Experience Manager.

Confidential, Troy, MI

Account Executive

Responsibilities:

• Oversaw assigned commercial account base, long-term account maintenance, and account retention.
• Compiled, followed, and analyzed competitive data on a regular basis.

Confidential, Detroit, MI

Escalation Manager

Responsibilities:

• Ensured proper staffing and staffing quality were in place to respond to daily call volume.
• Guided non-exempt union service employees.
• Observed and documented Confidential for the company.
• Enforced a successful 10% Walk-Away code policy.
• Successful completion of Managers Camp for Managers of union members.

Confidential, Bloomfield Hills, MI.

Call Center Manager

Responsibilities:

• Authorized changes and additions to staff and personnel in order to fulfill program plans while maintaining the departmental budget.
• Mentored a staff of 3 supervisors and representatives to produce a positive customer experience.
• Controlled and contained all movements related to resources such as head count and management information systems.
• Generated multiple incentive programs for employees that assisted in attaining weekly goals of 93% on-time job completion.
• Set an attendance policy that resulted in a raise of overall call center employee attendance compliance.