STRATEGIC PARTNER / COLLABORATIVE LEADER / MANAGEMENT COACH
"Transforming Companies by Cultivating the Holistic \'DNA\' of Today\'s Business Leaders."

Highly qualified, analytical, creative and resourceful HR coaching partner with 20+ years experience and collaborative leadership ability to develop, implement, and manage HR / business solutions aligned with the company's values and strategic goals. Execute responsibilities with highest level of integrity, accountability, and confidentiality. Coach managers / employees at all levels to ensure knowledge, compliance, and understanding of HR initiatives, processes, policies, practices, and procedures in both English / Spanish.

SUMMARY OF QUALIFICATIONS

Strategic / tactical planner adept at establishing comprehensive HR programs/policies (from inception or tweak existing) to increase business performance, reduce expenses, and cut operating costs with emphasis on continuous improvement / positively impacting the bottom-line. A catalyst for change management, including reorganization, turnaround, start-ups, and rapid expansions -- effectively revitalizing workplace procedures / repositioning business strategies to maximize goals/surpassing objectives. Manage organization transformation and change by creating and sustaining a culture that enables employees to thrive and develop; and increase their commitment and capability. Proven performer who thrives on challenges and achieving excellence with knowledge and experience in:

• HR Management / Business Alignment
• Performance / Business Management
• Corporate Administration
• Leadership / Management Development
• Training / Staff Development
• Transition / Change Management
• Succession Planning / Career Coaching
• Continuous Improvement / Balance
• Creative Coaching Culture
• Ethics / Regulatory Compliance
• Customer Relationship Management
• Customer / Employee Retention
• Policy Administration / Interpretation
• Recruitment / Talent Management
• Time / Chaos Management
• Employee Dispute Resolution
• Diversity Inclusion / Workplace Civility
• Multi-site Accountability
• Compensation / Benefits Administration
• Multi-dimensional Problem Solving
• Business Client Consultation
• HR Liaison / Executive Coach / Mentor
• Program / Project Management / Start-ups
• Organizational Development

HUMAN RESOURCES MANAGEMENT EXPERIENCE

Provide insightful advice, coaching, and counsel to executive leaders and employees on HR programs, policy and procedures, employment/labor laws, conflict resolution, change management, diversity, and organizational development and design to promote a fair and equitable work environment. Respond to customer concerns around performance management/improvement, harassment, discrimination, misconduct, employee safety, teamwork, etc. Maintain current and complete understanding of Federal and State laws including case law and regulations such as Title VII of the Civil Rights Act, FLSA, ADA, FMLA, COBRA, ERISA, etc.; protect company\'s interests by ensuring all legal requirements for equal employment and compliance are met. Ensure corporate ethical compliance. Develop, implement, manage, and continuously improve comprehensive compensation plan, manage benefits, workers compensation, and retirement plans. Manage full-cycle recruiting, selection, hire, on-boarding, etc. with eye on leadership potential and high level of retention. Develop and lead high-performing, cross-functional diverse workforce, and sustain the business.

Confidential, 2003 - 2008
Human Resources Specialist/Business Partner/Advice & Counsel Manager - Call Center - Riverview, FL (2 years)

• Strong advocate for training /development of the front-line leadership / continuous improvement - co-facilitated HR Leadership training program (expanded it from 16-hour class to 40-hour assimilation). Results: over 110 Supervisors / Managers across the enterprise better prepared and confident to lead their teams / effectively manage performance related behaviors.
• Developed and facilitated Leadership Development, Sexual Harassment, and Workplace Civility training for supervisors and team lead; and facilitated Workplace Civility and Acceptable Behavior training for all existing and newly hired associates.
• Advised, coached, and guided managers and employees on complex sensitive issues with positive outcomes; this combined with above mentioned training drastically reducedemployee relations investigations by 75% at Home Depot Call Center - reduced Awareline calls and EEOC Charges proportionally.
• Developed HR Liaison Supervisors team from all departments in the call center to build cross-functional teams and open communication with best practices. Results - more cohesive teamwork and less barriers and more openness and consistency in policy administration and regulatory compliance.
• Managed the performance improvement program / coached management and supervisors to establish consistency, fairness and timeliness supporting over 1150 associates.
• Facilitated meetings / conflict resolutions to support employees / reinforce HR policies / objectives with consistency.
• Coached management/leadership on how to handle confidential, sensitive employee relations issues to minimize liability exposure by appropriately documenting. Result: Increased success rate of defending Unemployment Claims by 50%.
• Led partnership including Workforce, Payroll, Reporting, and HR Teams to enhance/improve Absence Line support, scheduling efficiency, FMLA/LOA requests and certification, Time-Off requests and the Shift bidding processes in response to feedback from associates and front-line supervisors. Increased morale / teamwork enhancing work/life balance for over 1150 associates.
• Conceptualized with Site Director stretch assignment Payroll Workforce Coordinator Program where Team Leads rotated responsibilities monitoring Attendance and coordinating front-line supervisors progression / disciplinary action which resulted in consistent application of the Attendance Policy and decreased FMLA abuse. It also prepared Leads for Supervisor opportunities.
• Developed and managed a comprehensive Supervisor Handbook and maintained it on eRooms. (Intranet); rolled it out to 6 other customer contact centers.
• Served as "Point of Contact" for six call centers regarding complex escalations to corporate regarding legal, workers compensation, employee relations, benefits, HRIS, and compensation issues.
• Developed and managed "Universal Agent" pilot program and developed compensation plan providing both horizontal and vertical growth and equity for skills and contribution - resulted in increased retention and stabilized workforce.

Human Resources Manager/Site EEO Officer - Home Depot Store 6327- Tampa, FL(30 months)

• Forecasted scheduling and managed Actual Hours vs. Sales Adjusted (managing hours) within 0.8% of goal.
• 89% reduction in workers compensation/general liability costs; adding over $287,000 back to the bottom-line.
• Developed and facilitated leadership authenticity / competency training that had positive impact on over 200 aspiring team leads and supervisors in 28 stores in four districts - became recognized as identifying high potentials feeding leadership pipeline.
• Established Store as a "training store" and hired, trained, and transferred qualified associates to 28 stores in four districts.

RECOMMENDATIONS IMPLEMENTED TWO YEARS AFTER SUBMISSION:

• Recommended "hybrid" concept of Home Depot and Expo stores blended for niche markets; which resulted in hybrid stores as pilot program in select markets 2 years later.
• Recommended Home Depot attract and pay for skills for trades, i.e., electrical and plumbing which was implemented two years later: Master Plumbing and Master Electrical Sales Specialist program rolled out nationwide.
• Researched and recommended Home Depot change Pay Market Codes in Tampa Bay area to Level 12 from Level 9 and two stores were awarded the opportunity - resulting in attracting and retaining high potentials.
• Recommended Home Depot enter Ace Hardware and True Value Hardware $40 billion market and it opened up some pilot stores in Atlanta.
• Recommended Home Depot establish work relationship/partnership with SER-Jobs for Progress (Hispanic community based employment referral source) and Home Depot announced a partnership with SER - National and three other Hispanic community organizations.
• Advocated Home Depot reduce metrics from 24 to 54 to 8 or 9 and two years after submission, Home Depot reduced metrics to 8.

Confidential, (a 501(c)(3)-exempt, non-profit debt management agency) 2001 to 2002
Vice President of Human Resources and Corporate HR Officer (Reported to CEO)- Largo, FL

• Recruited customer services representatives for inbound/out bound debt management call center; and substantially reduced while doubling the employee FTEs from 100 to over 190 in six months - high retention and reduced turnover 50%.
• Sponsored and oversaw successful ISO 9000:2000 Certification - ensured all Credit Counselors certified.
• Established three departments concurrently from inception - HR, Training, and QA.
• Set up Company\'s 403(b)-retirement plan from inception.
• Set up and managed security access monitoring system and supported IT.
• Provided functional management for the entire organization in compensation design (including Executive Compensation), centralized employee incentive plans, benefits, employee relations, employee development, and recruitment.
• Negotiated reduction in markup from 50% to 38%; and conversion time of temps to perm from 90 days to 60 days.

Confidential, (a private electronics office equipment refurbishing company) 2000 to 2001
Human Resources Manager / Strategic Business Partner (Reported to Corporate HR Director)- Austin, TX

• Recruited technical and non-technical employees and reduced temporary agency costs by 30% first month.
• Collaborated with Corporate HR and established 401(k) retirement and compensation plans from inception; improved benefits.
• Recruited for rapid expansion - doubled FTEs with high level of retention; reduced turnover by 50%.
• Conducted preliminary salary market studies for Austin and Dallas facilities for 80% of the positions. Supported IT.

Confidential, 1997 to 1999
Human Resources Analyst (and Consultant to County Judge and Commissioners Court)- Austin, TX

• Provided consultation to County Judge/Commissioners on compensation, benefits, recruitment, and employee relations\' issues.
• Collaboratively developed, implemented and managed a new compensation/classification plan for Travis County. Supported IT.
• Conducted Open Enrollment and New Hire Orientation in both English and Spanish.
• Audited and processed over 10,000 Personnel Actions a year.
• Represented agency at Job Fairs and Career Days at colleges and university in the Austin Metropolitan area.

Confidential, (a private plastic bag manufacturer) 1995 to 1996
Corporate Human Resources Executive (Reported to CEO)- Houston, TX

• Led corporate culture transformation with CEO / Executive Team; all employees trained on SPC / Root Cause Analysis / TQM
• Saved the company over $37,500 in insurance premiums.
• Increased safety awareness and reduced workers compensation claims by over 35%.
• Wrote all policies, procedures and employee communications in both English and Spanish.
• Collaborated with PruCare HMO - increased Spanish-speaking services.

Confidential, (a 501(c)(3)-exempt, non-profit agency) 1989 to 1993
Assistant Manager, Human Resources / Consultant / Corporate Liaison - Houston, TX

• Collaboratively set up a retirement plan that earned 16% ROI. Saved over $45,000 in workers compensation insurance premiums and $37,000 in health insurance premiums. Recruited for all nine locations - doubling staff size and reducing turnover by 50%.
• Collaboratively worked with CEOs of several agencies and negotiated successful bid for $13 Million/year (3 year) federally funded substance abuse treatment research project - Houston Recovery Campus (HRC) for the agency.
• Wrote all policies for HRC and had all agencies agree to function as one entity under one roof while on the Campus.
• Researched and wrote ADA and Drug-Free Workplace policies and proactively coordinated with all property management companies ensuring compliance when the laws became effective at companies 9 locations throughout Houston Metropolitan area.
• Customized outreach recruitment initiatives and conducted job fairs in community based, neighborhood agencies in good faith efforts for minorities with resulted in a community outreach network and other minority agencies, including LULAC, Urban League, Chinese Community Center, Hispanic Chamber of Commerce, and NAACP.

MULTIFACETED BUSINESS MANAGEMENT EXPERIENCE

• A proven track record of building strong relationships with business partners, mentoring and coaching management and employees with ability to generate solutions to complex challenges and/or create something entirely new (supported by complementary background in marketing, sales, business planning, logo design, customer service/relations/retention, facilities and operations management, logistics and project management); collaboratively and successfully applied using business/management disciplines, proven strategies with significant results based on simple proven methods /Nine Fundamentals mindset:
• Increase corporate profitability / shareholder value / ROI and overseeing P & L and reducing operating expenses.
• Minimize financial liability exposure / mitigating risk / defending assets using proactive, simple strategies.
• Continuously improve systems, processes, and procedures cross-functionally and departmentally - multi-disciplines.
• Increase organizational efficiency / effectiveness / dynamics - multi-dimensional approach streamlining across departmental lines.
• Optimize employees\' performance / enhancing stakeholder engagement / build synergistic teams enterprise-wide.
• Identify / develop authentic leadership competencies in others / increase confidence / build leadership pipeline.
• Foster a culture of diversity inclusion / corporate cultural competency / high energy / healthy positive environment.
• Build collaborative partnerships in the community to achieve common goals.
• Drive results -- achieve & exceed goals and objectives exponentially / sustain momentum / expand business.

Confidential, Doolin Technical College 1985 to 1988
Confidential,-- Houston, TX

• Significantly increased revenues 2995% for Doolin Technical College from $36,000 to over $1,000,000 in first year; increased from 1 class to 6 concurrent classes, a second curriculum, laying ground work for a third; managed expansion from 3300 square feet to over 14,400 square feet facility.
• Developed, implemented, and managed marketing strategies local, regional, and national in scope.
• Developed and managed HR Department from inception.
• Developed, implemented and managed Financial-aid Program and Admissions Departments; hired and trained and managed team as school continued to grow.
• Negotiated with banks and developed/managed all corporate financing for rapid expansion - with profit.
• Developed, implemented and managed extensive marketing/recruiting initiatives.
• Contracted and managed all vendors providing facilities maintenance, security, etc.

Confidential, (aka Crystal-Chemical)1984 to 1985
Houston, TX

• Established a nationwide marketing/distributions system for a new product line from inception.
• Conducted market research operations for another product line of a sister company in Mexico and West Texas.

SER- Jobs for Progress (Hispanic non-profit employment services agency) 1983 to 1984
Job Developer/Employee Relations & HR Consultant - Houston, TX
Liaison with MTI- Microcomputer Technology Institute / Doolin Technical College / Houston and San Jacinto Community Colleges

• Collaborated with SER-Jobs for Progress, Houston Community College, and MTI - Microcomputer Technology Institute, and Doolin Technical College; and successfully contracted federally funded JTPA employment training programs with small businesses and Fortune 500 corporations as well as other major companies, inclusive of: Compaq, Wyndham Hotel, Xerox, Exxon, IBM, Texas Commerce Bank, NCS - National Convenience Stores, Marriott Hotels, Hotel Inter-Continental, Goodyear, Pinkertons, BF Goodrich, Shell Oil, Texas Eastern, Denny's, NTW, PEMEX, and Bariven, etc. -- resulting with 95% placement success rate with high level of retention at over 180 locations. Achieved 100% placement of classroom trained participants.
• Customized outreach recruitment initiatives for Xerox Corporation and conducted job fairs in community based, neighborhood agencies in good faith efforts for minorities with resulted in developing a community outreach network for SER-Jobs for Progress and other minority agencies, including LULAC, Urban League, Chinese Community Center, Hispanic Chamber of Commerce, and NAACP. This had a positive impact for SER\' client companies (mentioned above).
• Collaboratively co-developed a junior technician-training program (1000 FTEs) with MTI - Microcomputer Technology Institute and SER for Xerox in 1983-84, -- implemented by Xerox in 1985 -- resulted in substantial savings, improved customer service, and reduced response time, increased efficiency and optimal performance.
• Provided excellent recruitment, selection and placement; compensation, career counseling, and employee relations\' and conducted salary surveys; negotiated starting/ending wages in JTPA OJT contracts for over 354 positions; successfully handled employee relations\' issues for the client companies involving the 1500 plus OJT participants job placed with some of America 's industry leading companies in IT & Telecommunications, Computer, Oil & Gas / Energy, Production & Distribution, Hospitality, Retail, Healthcare, Insurance, Construction, Engineering, Automotive, Shipyards, Banking, Service, Manufacturing, Security, Broadcasting, Finance & Banking, and other industries.
• Played key role in IBM / SER partnership establishing Advanced Business Training Center with 10 year commitment from IBM.

EDUCATION

Masters in International Management,
Glendale
Bachelors in Sociology
PROFESSIONAL LEADERSHIP RECOGNITION

Participated (by invitation) on a committee sponsored by former President George H.W. Bush's Drug Czar and President Clinton\'s Administration vetted U.S. Secretary of Labor and EAP - Employee Assistance Programs experts, and senior management of the Small Business Administration; establishing future guidelines/protocol for EAP/ADA regulations; and possibly developed parameters for privacy of health information of individuals (pre-HIPPA).

YOUTH LEADERSHIP RECOGNITION

Appointed by Governor of Panama Canal Zone to represent 4000 youth on his Executive Council for Youth, Family, and Community Relations Committee; and collaboratively developed and implemented drug education awareness and youth peer counseling pilot programs in the Canal Zone which were approved by the US Congress (served one year). Received 16-semester college credits at Rutgers University for the work and was invited to be guest speaker and conduct seminars to talk about the issues and solutions.

Served as Student Association President at Canal Zone College and advocated African-American History curriculum and co-founded an African-American Student Union on Campus. Founded "Medical Explorers" a medical internship program between Canal Zone College and Gorgas Hospital and served as its President for two years.

VOLUNTEER WORK

Volunteered time and service with Habitat for Humanity in Houston and Austin, Texas; and Tampa, Florida 1997-2006.

Coached unemployed and underemployed individuals in life survival and career counseling job search skills providing morale support and confidential sounding board in helping them life and work related decisions to overcome fears related to being in transition or when facing threat of job loss, demotion, etc. (1980 - Present).

Worked with at-risk youth - both directly and indirectly - throughout my career in Panama, Texas, and Florida (1968 - Present).

Helped alcohol and drug addicts overcome drug/alcohol addiction and barriers to employment and become productive members of society as a recovering alcoholic/prescription drug addict with sobriety (1992 - Present).

Initiated and coordinated relief efforts (sent a container load of supplies) for Hurricane MITCH victims in El Salvador 1998.

Volunteered with VITA /AARP in Tampa, FL helping senior citizens with income tax filing 2001-2003.