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
• ADA/EEO/WC
• Staff Training & 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:

• Training 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 training programs for new and existing staff on customer experience.
• Created comprehensive training materials utilized by new operations staff to ensure full understanding of best practices and company expectations.

Confidential, Ann Arbor, MI

Center Manager

Responsibilities:

• Possessed full control and accountability over all Human Resources operations for the Confidential including managing Recruiting Supervisor and HR Intern.
• Initiated and made recommendations for the adoption of performance related rewards.
• 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 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. 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 Confidential .
• 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.