Human Resource leader with 10+ years of experience providing cradle-to-grave management over medium to large-scale technical and customer service implementations. Liaising between business and technical areas to achieve on-time, on-budget and on-spec project completions. A firm decision maker who is logistically able to meet project deliverables.
Skills
Contact Call Center & Retail Operations
Project Lifecycle Management
System Migrations
Agile & Waterfall Scrum Methodologies
HRIS Systems
Team Building & Leadership
MS Office (Project, Word, Powerpoint, Excel, Visio)
Human Resource Business Partner
Enterprise Implementations
Project Scheduling, Budget & Cost Controls
Quality Assurance
Education
University of IllinoisChicago, IL, Expected in – –Bachelor of Science:Computer Science - GPA:
Career History
Nfi Industries - HR Leave of Absence Administrator - Manager Great Lakes, IL, 04/2018 - 01/2020
Effectively coordinated over 1,000 cases to include general administration, comprehensive case management and program compliance with the Family and Medical Leave Act and all related employment laws.
Performed exemplary customer service and assistance to associates, executives and HR business partners.
Served as the subject matter expert for the leave and workers’ compensation programs in alignment and under the general direction and guidance of HR leadership and the legal department.
Administered leave programs and policies in accordance with applicable federal and state employment laws (FMLA, ADA, USERRA, Pregnancy Discrimination Act, etc.).
Coordinated and organized all medical information and ensured that HIPAA and Employee Privacy guidelines are closely monitored and effectively executed.
Managed all administrative aspects to leave to include tracking hours used and working closely with the HR and Payroll to ensure that pay for associates is accurate and correct.
Maintained regular contact with all associates on leave and coordinated all aspects of return to work from leave.
Worked in partnership with Legal to review the status of sensitive cases and developed legally sound strategies for a mutually beneficial resolution.
Produced and managed reporting metrics and analytics for all leave cases and workers’ compensation claims.
Managed STD/LTD programs and submitted employer statement pertaining to Temporary State Disability benefits.
Verizon - HR Business Partner Project Manager City, STATE, 05/2012 - 05/2017
Served as key liaison responsible for strategic planning of research, identifying, analyzing and improving performance trends in the call center and retail sales environment of 1,250 area employees.
Provided essential management training and coaching to develop business owner's skills and expertise in sales performance, talent management, employee engagement and succession planning.
Operated with integrity, confidentiality, high integrity, trust and sustained credibility with stakeholders. Established a culture of accountability through clear expectations.
Planned and managed social media team operational and cyclical programs related to culture, pay, rewards and benefits to maximize team's engagement and minimize business disruptions.
Lead talent acquisitions agendas, recruiting teams and sourcing to fill in staffing gaps. Participated in interview and job offer processes.
Proactively implemented multiple HR systems (Workday, Ultimate, ADP, PeopleSoft). Lead teams during migration training.
Providing monthly reporting to ensure coaching sessions were effective and implementing self performance management tools and processes.
Verizon - Senior Business Analyst City, STATE, 06/2009 - 05/2012
Responsible for gathering information from stakeholders, cross- functional teams and subject matter experts to analyze business needs and document requirements to support the design, development and testing of strategic priorities.
Translated high-level visions into functional requirements for the development and testing teams. Key player in using the Agile process management and grooming calls to analyze, scope and accept user stories and UAT.
Key subject matter expert tasked with facilitating business requirement discussions, acting as a conduit between business and I.T. and providing end-to-end expertise on core Verizon technical systems.
Verizon - Tier I – Help Desk Technician City, STATE, 06/2006 - 06/2009
Provide telephone and in-person support to over 1200 end users in call center and retail sales locations, troubleshooting, diagnosing, resolving and documenting hardware, software and network related technical issues.
Created, responded, escalated and closed tickets. Tracked all outstanding items, working closely with field techs to ensure any problems were resolved in timely fashion.
Documented all technical issues. Highlighted steps taken to remediate problems that occurred therefore increasing customer satisfaction year over year by 14%.
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