A versatile and skill professional with exceptional experience in all aspects of Human Resource Management that includes; a strong focus in Conflict Management, outstanding negotiating techniques, Collective Bargaining, Grievance Handling Procedures and effectively managing through change. Proven success using Advance Recruiting Techniques to identify access and attract exceptional talent; Knowledgeable of State and Federal employment law, EEO, Affirmative Action, and Diversity Policies; Excellent Customer Service, verbal and written expression, with proficiency with Microsoft Suite, and Human Resource Information Systems. PROFESSIONAL EXPERTISE & SKILLS Conflict Management Employment Relation Performance Management Successful Training & Development Team Building Organizational Change State and Federal Employment Law HR Policy and Procedures Team Building Staff Recruitment & Retention Advance Recruiting Techniques Succession Planning Problem Resolution Negotiating/Resolving Grievances Financial Services Coaching and Corrective Counseling Sales and Customer Service Process Improvement
Wachovia Bank/Wells Fargo, N.AFinancial Center Manager/Store Manager | Fernandina Beach, FL | January 2008 - Current
Responsible for the overall leadership and oversight of the store sales, customer service, risk management and sales goals Accountable for strategic planning and implementation of recruiting and hiring processes including best practices for successful selection of top talent Evaluates the performance of team members, while providing coaching and quality feedback to help improve performance issues Documents performance issues in a timely manner.
Consistently uses the coaching and development folders in coaching sessions Ensures that the team is focus on serving the customer's financial needs Coaches the team to achieve consistent high retail sales and services results Maintains appropriate controls to ensure operational integrity and compliance Achieved and recognized for meeting store overall sales and service goals over the past two years including new acquisitions, loan volume, small business, investment and profit Store successfully passed Store audit for the past two years.
Verizon Formally Bell AtlanticSenior Manager Global | Trenton, NJ | January 2006
Responsible for directing and managing team of training specialists (exempt and non-exempt employees) across U.
Northeastern Region charged with delivering both technical and soft skills training using multi-modal classroom methodologies.
Coaches the team to achieve consistent high retail sales and services results Recruited, staffed, coached and mentored a total of 32 employees.
Accountable for managing budget, conducting performance reviews, implementing blended learning solutions, and development of each employee.
Provided overall direction on instructional curriculum design, and learning methodologies on quality educational services for internal and external clients.
Successfully resolved Communication Workers of America (CWA) grievance against Verizon Communications at hearing whereby assigned work for exempt versus non-exempt was challenged as falling under the CWA Labor Union and not as assigned to the management team.
Developed business case to reengineer Customer Training Organization from decentralized to centralized regional concept.
The business case was approved and successfully implemented which significantly improved customer satisfaction measures, and increased productivity by 40%.
Designed and implemented customer metrics scorecard and incorporated into the performance management system.
This resulted in customer satisfaction, retention of customers as well as consistently exceeding customer satisfactions standards.
Manager Product Marketing & Sales Support 1996.
Bell AtlanticTrenton, NJ
Led a regional team of Assistant Managers charged with developing marketing strategy, conducting market research, forecasting product service demands, identifying potential markets and developing pricing strategy to meet aggressive $150 million revenue target.
Team also developed and tracked sales campaigns, provided technical support, developed and delivered product awareness seminars, designed sales aids, and created methods and procedures for all customer premises equipment sold.
Developed and designed a mechanized product pricing tool for over 100 products sold by Business Sales.
This resulted in eliminateing the manual pricing process, increased producitivity and efficiency through-out the Sales and Marketing OrganizationsDeveloped and designed a mechanized product pricing tool for over 100 products sold by Business Sales.
This resulted in eliminateing the manual pricing process, increased producitivity and efficiency through-out the Sales and Marketing Organizations.
Manager Sales Administration & Sales 1989.
Master of ScienceHuman Resource ManagementThomas Edison State CollegeTrenton, NJ | 1 2001Human Resource Management
Master of ScienceManagementRutgers University | 1 1992Management
Bachelor of ArtsPsychologyNew Brunswick, NJPsychology
President of the Board of Directors 2014 The Nassau County Council on Aging (non-profit agency) Fernandina Beach, FL Secretary of the Board of Directors 2012 The Nassau County Council on Aging (non-profit agency) Fernandine Beach, FL Board Member 2011