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Skills

  • Relationship development
  • Project organization
  • Interpersonal communication
  • Crisis intervention
  • Application support
  • Staff education and training
  • Operational improvement
  • Regulatory compliance
  • Arbitration Case Preparation
  • Case management system proficiency

Work Experiences

  • Adjusted company procedures.
  • Built interdepartmental relationships to ensure seamless access to expertise for resolving employee issues, improving response times by several months.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Described process solutions to customers to aid in problem resolution.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Achieved an average response time of 6 months.
  • Assisted newly onboarded employees.
  • Achieved a 45% reduction in backlog.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 7 new accounts.
  • Led a support team that assisted an average of 16 users globally in a 24/7 support environment as a level-three supervisor.

Summaries

  • Asana expert and Tableau user.
  • Costs were consistently reduced while profits were increased.
  • Achieved resolution timeliness in two years.
  • Excellent Employee Relations Help Desk Staff Member with 9 years of experience providing exceptional support to users at all levels.
  • Adept at managing high-volume employee relations inquiries.
  • Achieved a 75% increase in efficiency over 18 months.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Clear understanding of cross-functional collaboration and client relations as well as strategic planning training.
  • Assisted in disciplinary processes.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.

Accomplishments

  • Supported performance management activities by identifying performance outliers through consistent monitoring of key HR metrics
  • Led training sessions on workplace dispute resolution for 18 HR team members, empowering the team to resolve 35% more cases independently
  • Designed and deployed an employee relations case management system that decreased issue resolution time by 61% and improved transparency of case status
  • Built interdepartmental bridges for faster access to subject matter experts, reducing issue resolution time by 49%
  • Used case management software to track performance management issues, reducing average review cycle time by 18%
  • Led rollout of employee self-service tools that decreased help desk queries by 59%
  • Introduced a new performance tracking system for low-engagement employees, improving productivity in key departments by 44%
  • Collaborated with compliance to align promotion and grievance procedures, ensuring compliance with organizational policies and reducing complaints by 46%
  • Served as a liaison between employees and leadership, facilitating the resolution of 11 cases that directly led to business process improvements
  • Facilitated over 8 conflict resolution discussions, leading to a 49% improvement in employee satisfaction after 18 months

Affiliations

  • Lions Club
  • Freemason
  • American Society of Safety Professionals
  • Certified HR Specialist in Employee Relations (SHRM-CP) - 2022
  • SHRM-SCP Certification - Expert Knowledge in Employee Relations - 2015
  • Toastmasters
  • Ongoing membership with HR Technology Conference and Expo for learning and growth
  • Attended Regional Employee Concerns Officer Workshop 2016
  • Certified Knowledge Manager (CKM) in employee case documentation - 2022
  • Society for Human Resource Management (SHRM) Member

Certifications

  • Occupational Health and Safety for HR Managers Beacon Labs
  • Salesforce
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certifications in Equal Employment Opportunity Regulations Chicago
  • Google Certified Professional Cloud Architect
  • Certified Public Accountant (CPA)
  • Conflict Management and Dispute Resolution Specialist Meridian
  • Society for Human Resource Management - Certified Professional (SHRM-CP)
  • Workplace Investigations Certificate Northwind
  • Human Resource Information Systems (HRIS) Certification – Jira

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