HR Service Center Manager Resume
OBJECTIVE: To improve employee performance and/or client understanding by providing creative, effective training solutions catered to individual adult learning styles.
SUMMARY: Over years relevant experience as a performance engineer professional in public and private organizations. Proven skills include needs/gap analysis; training design, facilitation, development and evaluation; effective documentation as operating manuals, reference materials and job aids; resolving compliance issues; successful staff management and development; process improvement; and more. Able to work in diverse settings independently or on a team, and committed to promoting positive change with an enthusiastic approach.
PROFESSIONAL EXPERIENCE
Radian Group, Inc. (Philadelphia, PA) January to November
Human Resources Service Center Manager (July - November )
Senior Human Resources Operations Specialist (January - June )
- Selected to manage a partly developed new call center, successfully achieving the center’s needs and meeting management’s goals
- Designed and facilitated process change training, ensuring consistent buy-in of all stakeholders on the front end, ensuring compliance controls on the back end
- Coached team and managed staff developmental strategies, ensuring all individual goals were in alignment with organizational goals and were successfully met
- Utilized employee feedback and call center casework trends, introducing metrics for objective analysis, enabling future educational strategy planning
- Reviewed processes and records, closing efficiency gaps, meeting compliance requirements, providing process flow documentation, and preparing user-friendly reference materials and job aids
- Analyzed and identified key resources, hired and developed staff, improving morale and productivity
- Re-established service level agreements and developed collaborative partnerships with HR, other departments and external vendors
- Established documentation of over HR processes through Visio workflow maps and a document control system for all maps, supporting forms, instructions and templates
HR Freelance Work (Contract Consultant)
> Nobel Learning Communities, Inc. (West Chester, PA)
- Improved, documented processes for on-boarding, open enrollment, other HR functions
- Designed, distributed on-boarding instructional material to principals for schools
> Journey Communications, Inc. (Berwyn, PA)
- Redesigned the employee selection process for efficiency, effectiveness, legal compliance
- Conducted successful recruitment, following systematic and objective job analysis
- Developed several extensive job aids and improved office forms and processes
> Commerce Bank (Philadelphia Region)
- Evaluated employee and bank branch performance within specific criteria on a deadline
> US Census Bureau (Wilkes-Barre, PA)
- As Crew Leader, coordinated on-time completion of ,+ census questionnaires assigned
- Trained, supervised, and motivated a staff of , and evaluated them for continued hire
> EXIMIAS Pharmaceutical Corporation (Berwyn, PA)
- Managed temporary workforce, creating a systematic process for hiring and separation
> MFRI Inc./Tern Wireless (Stroudsburg, PA)
- Assisted in preparing a wireless telecommunications company for network deployment
Playgroups, Inc. (Monroe County, PA), Founder and President,
- Created and managed a (c) non-profit corporation for education and support to parents
- Recruited, developed, trained and maintained a volunteer workforce of
- Developed and facilitated educational programs
EDUCATION
M.A., Industrial/Organizational Psychology, West Chester University (West Chester, PA) ; magna cum laude
B.A., Psychology, English (double major) Temple University (Philadelphia, PA) ; summa cum laude
COMPUTER SKILLS
Microsoft: Word, Excel, PowerPoint, Visio, FrontPage
HRIS: ADP/HR Perspective, UltiPro HRIS (including COGNOS Impromptu Report Writing, Lawson HRIS
Great Plains
AFFILIATIONS
Society for Human Resource Management (SHRM)
International Society for Performance Improvement (ISPI)
