Highly qualified, analytical, creative and resourceful HR coaching partner with 20+ years experience and collaborative leadership ability to develop, implement, and manage HR,business solutions aligned with the company’s values and strategic goals. Execute responsibilities with highest level of integrity, accountability, and confidentiality. Coach managers,employees at all levels to ensure knowledge, compliance, and understanding of HR initiatives, processes, policies, practices, and procedures in both English,Spanish.

SUMMARY OF QUALIFICATIONS

Strategic,tactical planner adept at establishing comprehensive HR programs/policies (from inception or tweak existing) to increase business performance, reduce expenses, and cut operating costs with emphasis on continuous improvement,positively impacting the bottom-line. A catalyst for change management, including reorganization, turnaround, start-ups, and rapid expansions -- effectively revitalizing workplace procedures,repositioning business strategies to maximize goals/surpassing objectives. Manage organization transformation and change by creating and sustaining a culture that enables employees to thrive and develop; and increase their commitment and capability. Proven performer who thrives on challenges and achieving excellence with knowledge and experience in:

• HR Management,Business Alignment , Performance,Business Management , Corporate Administration
• Leadership,Management Development , Training,Staff Development , Transition,Change Management
• Succession Planning,Career Coaching , Continuous Improvement,Balance , Creative Coaching Culture , Ethics,Regulatory Compliance , Customer Relationship Management , Customer,Employee Retention
• Policy Administration,Interpretation , Recruitment,Talent Management , Time,Chaos Management
• Employee Dispute Resolution , Diversity Inclusion,Workplace Civility , Multi-site Accountability
• Compensation,Benefits Administration , Multi-dimensional Problem Solving , Business Client Consultation
• HR Liaison,Executive Coach,Mentor , Program,Project Management,Start-ups , Organizational Development

HUMAN RESOURCES MANAGEMENT EXPERIENCE

Provide insightful advice, coaching, and counsel to executive leaders and employees on HR programs, policy and procedures, employment/labor laws, conflict resolution, change management, diversity, and organizational development and design to promote a fair and equitable work environment. Respond to customer concerns around performance management/improvement, harassment, discrimination, misconduct, employee safety, teamwork, etc. Maintain current and complete understanding of Federal and State laws including case law and regulations such as Title VII of the Civil Rights Act, FLSA, ADA, FMLA, COBRA, ERISA, etc.; protect company\'s interests by ensuring all legal requirements for equal employment and compliance are met. Ensure corporate ethical compliance. Develop, implement, manage, and continuously improve comprehensive compensation plan, manage benefits, workers compensation, and retirement plans. Manage full-cycle recruiting, selection, hire, on-boarding, etc. with eye on leadership potential and high level of retention. Develop and lead high-performing, cross-functional diverse workforce, and sustain the business.

Confidential,2003 - 2008
Human Resources Specialist/Business Partner/Advice & Counsel Manager - Call Center - Riverview, FL (2 years)

• Strong advocate for training /development of the front-line leadership,continuous improvement co-facilitated HR Leadership training program (expanded it from 16-hour class to 40-hour assimilation). Results: over 110 Supervisors,Managers across the enterprise better prepared and confident to lead their teams,effectively manage performance related behaviors.
• Developed and facilitated Leadership Development, Sexual Harassment, and Workplace Civility training for supervisors and team lead; and facilitated Workplace Civility and Acceptable Behavior training for all existing and newly hired associates.
• Advised, coached, and guided managers and employees on complex sensitive issues with positive outcomes; this combined with above mentioned training drastically reducedemployee relations investigations by 75% at Home Depot Call Center reduced Awareline calls and EEOC Charges proportionally.
• Developed HR Liaison Supervisors team from all departments in the call center to build cross-functional teams and open communication with best practices. Results more cohesive teamwork and less barriers and more openness and consistency in policy administration and regulatory compliance.
• Managed the performance improvement program,coached management and supervisors to establish consistency, fairness and timeliness supporting over 1150 associates.
• Facilitated meetings,conflict resolutions to support employees,reinforce HR policies,objectives with consistency.
• Coached management/leadership on how to handle confidential, sensitive employee relations issues to minimize liability exposure by appropriately documenting. Result: Increased success rate of defending Unemployment Claims by 50%.
• Led partnership including Workforce, Payroll, Reporting, and HR Teams to enhance/improve Absence Line support, scheduling efficiency, FMLA/LOA requests and certification, Time-Off requests and the Shift bidding processes in response to feedback from associates and front-line supervisors. Increased morale,teamwork enhancing work/life balance for over 1150 associates.
• Conceptualized with Site Director stretch assignment Payroll Workforce Coordinator Program where Team Leads rotated responsibilities monitoring Attendance and coordinating front-line supervisors progression,disciplinary action which resulted in consistent application of the Attendance Policy and decreased FMLA abuse. It also prepared Leads for Supervisor opportunities.
• Developed and managed a comprehensive Supervisor Handbook and maintained it on eRooms. (Intranet); rolled it out to 6 other customer contact centers.
• Served as “Point of Contact” for six call centers regarding complex escalations to corporate regarding legal, workers compensation, employee relations, benefits, HRIS, and compensation issues.
• Developed and managed “Universal Agent” pilot program and developed compensation plan providing both horizontal and vertical growth and equity for skills and contribution resulted in increased retention and stabilized workforce.

Human Resources Manager/Site EEO Officer -Confidential,Tampa, FL(30 months)

• Forecasted scheduling and managed Actual Hours vs. Sales Adjusted (managing hours) within 0.8% of goal.
• 89% reduction in workers compensation/general liability costs; adding over $287,000 back to the bottom-line.
• Developed and facilitated leadership authenticity,competency training that had positive impact on over 200 aspiring team leads and supervisors in 28 stores in four districts became recognized as identifying high potentials feeding leadership pipeline.
• Established Store as a “training store” and hired, trained, and transferred qualified associates to 28 stores in four districts.

RECOMMENDATIONS IMPLEMENTED TWO YEARS AFTER SUBMISSION:

• Recommended "hybrid" concept of Home Depot and Expo stores blended for niche markets; which resulted in hybrid stores as pilot program in select markets 2 years later.
• Recommended Home Depot attract and pay for skills for trades, i.e., electrical and plumbing which was implemented two years later: Master Plumbing and Master Electrical Sales Specialist program rolled out nationwide.
• Researched and recommended Home Depot change Pay Market Codes in Tampa Bay area to Level 12 from Level 9 and two stores were awarded the opportunity resulting in attracting and retaining high potentials.
• Recommended Home Depot enter Ace Hardware and True Value Hardware $40 billion market and it opened up some pilot stores in Atlanta.
• Recommended Home Depot establish work relationship/partnership with SER-Jobs for Progress (Hispanic community based employment referral source) and Home Depot announced a partnership with SER - National and three other Hispanic community organizations.
• Advocated Home Depot reduce metrics from 24 to 54 to 8 or 9 and two years after submission, Home Depot reduced metrics to 8.

Confidential, 2001 to 2002
Vice President of Human Resources and Corporate HR Officer (Reported to CEO)- Largo, FL

• Recruited customer services representatives for inbound/out bound debt management call center; and substantially reduced while doubling the employee FTEs from 100 to over 190 in six months - high retention and reduced turnover 50%.
• Sponsored and oversaw successful ISO 9000:2000 Certification ensured all Credit Counselors certified.
• Established three departments concurrently from inception HR, Training, and QA.
• Set up Company\'s 403(b)-retirement plan from inception.
• Set up and managed security access monitoring system and supported IT.
• Provided functional management for the entire organization in compensation design (including Executive Compensation), centralized employee incentive plans, benefits, employee relations, employee development, and recruitment.
• Negotiated reduction in markup from 50% to 38%; and conversion time of temps to perm from 90 days to 60 days.

Confidential,2000 to 2001
Human Resources Manager,Strategic Business Partner (Reported to Corporate HR Director)- Austin, TX

• Recruited technical and non-technical employees and reduced temporary agency costs by 30% first month.
• Collaborated with Corporate HR and established 401(k) retirement and compensation plans from inception; improved benefits.
• Recruited for rapid expansion - doubled FTEs with high level of retention; reduced turnover by 50%.
• Conducted preliminary salary market studies for Austin and Dallas facilities for 80% of the positions. Supported IT.

EDUCATION

Masters in International Management

PROFESSIONAL LEADERSHIP RECOGNITION

Participated (by invitation) on a committee sponsored by former President George H.W. Bush’s Drug Czar and President Clinton\'s Administration vetted U.S. Secretary of Labor and EAP - Employee Assistance Programs experts, and senior management of the Small Business Administration; establishing future guidelines/protocol for EAP/ADA regulations; and possibly developed parameters for privacy of health information of individuals (pre-HIPPA).