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director of human resources and payroll resume example with 10+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary

Human Resources Administrator offering over 5+ years of progressive success in HR roles. Strong foundation of utilizing excellent communication and emotional intelligence to communicate and build strong teams and cultivate positive work cultures. Superior employee relations acumen and passion for recruiting, retaining and supporting high-quality talent to drive company growth. Having these skills coupled with 7+ years of Customer Service Specialist/Support experience and a proven knowledge of conflict resolution, customer communications, and customer retention. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with agents and clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Skills
  • Company organization
  • Recruitment strategies
  • Proficient in HRMS and WFH tools, such as NICE and KRONOS
  • Advanced with Microsoft Office Suite (word,excel,powerpoint), outlook, Adobe, google sheets
  • Excellent in Customer Support
  • Auditing, CSAT, NPS, ASPECT WFM, CRM,
  • Strong Complaint Resolution
  • Report Preparation
  • Policy and Procedure development
  • New employee training
  • Human Resource Management
  • Excellent in Virtual Work, Proficient in independent work
Education
ENEB SCHOOL OF BUSINESSS Barcelona, Spain, Expected in 12/2020 MBA : Human Resources Management - GPA :
Maricopa Community Colleges - Rio Salado Community College Tempe, AZ Expected in 10/2018 Associate of Arts : Telecommunications - GPA :
Gwinnett Technical College Lawrenceville, GA Expected in 03/2015 Associate of Science : Nursing Assistance - GPA :
Work History
Culp, Inc. - Director of Human Resources and Payroll
Stokesdale, NC, 07/2018 - 08/2022
  • Provided guidance on policies and procedures to harmonize responses, provide appropriate investigation actions and reach resolution of grievances.
  • Streamlined HR efficiencies, coordinated scheduling for new hire orientations and provided onboarding and training for 300+ new employees
  • Maintained human resources regulatory compliance with local, state and federal laws.
  • Followed programs closely to assess effectiveness and make proactive changes to meet changing demands.
  • Structured compensation and benefits according to market conditions and budget demands.
  • Established and checked coding procedures, monitored reports and updated internal files for attendance/absenteeism, training, and assignment og projects for new hires internal and external.
  • Processed employee claims involving performance issues and harassment.
  • Implemented performance reviews and motivational strategies to elevate HR team results.
  • Motivated employees through special events and incentive programs.
  • Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
  • Used technologically relevant digital systems to manage payroll and benefits programs.
  • Evaluated employee onboarding programs and presented strategic improvement recommendations to upper management.
  • Directed job fairs to bring in local talent for long term and seasonal positions.
  • Accurately prepared bi-weekly, semi-monthly, weekly and monthly payroll and tracking data using ASPECT WFM, Zenefits, HomeBase, ADP Payroll system and more.
  • Coordinated ongoing technical training and personal development classes for staff members.
  • Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
  • Strengthened operational efficiencies and traceability by developing organizational filing systems for confidential employee records and reports.
  • Instructed senior leaders on appropriate employee corrective steps.
  • Improved team morale by resolving various Human Resource and payroll inquiries on new hire initiatives and employee workforce matters.
PW SOLUTIONS INC. - Human Resources Manager
City, STATE, 07/2017 - 07/2018
  • Promoted to Director of Human Resources and Payroll within Year
  • Relocated to Arizona
PW SOLUTIONS INC. - Senior Customer Support, Team Lead
City, STATE, 02/2012 - 07/2017
  • Supervised a team of 30+ agents and Provided primary customer support to internal and external company agents.
  • Responded to escalated customer calls and emails about products and services. For the best resolution for the Company and client
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns by coaching agents on empathy and timely resolution.
  • Coached new team members on service techniques and provided scoring through quality assurance program such as NICE & NPS
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of agents to better understand their needs to be able to properly assist our clients.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Acted as a liaison for cross-functional departments such as QA, Sales, and Support Team overseeing hiring, training, and professional growth of each individual group.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution in agent CSAT Scores falling under 70%
  • Planned schedules and workflows based on expected customer demands
  • Responsible for providing time card approval for discrepancies related to special events, performance management and system glitches
  • Minimized resource and time losses by addressing agent or production issue directly and implementing timely solutions.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Audited team performance and compliance with company standard software and procedures.

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Resume Overview

School Attended

  • ENEB SCHOOL OF BUSINESSS
  • Maricopa Community Colleges - Rio Salado Community College
  • Gwinnett Technical College

Job Titles Held:

  • Director of Human Resources and Payroll
  • Human Resources Manager
  • Senior Customer Support, Team Lead

Degrees

  • MBA
  • Associate of Arts
  • Associate of Science

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