Sr HR Leader: Call Centers & Fulfillment

Background and acheivements of this Human_Resources Executive are shown. Contact information is confidential. To reach this person, use the link from Human_Resources Executive talent bank at the conclusion of the resume. Click HERE for more information, jobs, and resumes.

Sr HR Leader: Call Centers & Fulfillment
Location Confidential
No preference
Willing to Relocate
$200,000 to $400,000

Resume Summary
Leader of company-wide initiatives for Human Resources and Organizational Development for multi-location contact centers in the United States, Mexico and Barbados. Expert at aligning HR programs and processes to support the overall business and enhance efficiencies for call center operations.



A self-motivated, results-oriented Human Resources Executive with extensive, innovative experience in multi-location environments, providing expertise in:

? Business partnering providing a positive impact to profitability
? Teambuilding, coaching and leadership development
? Performance management, succession planning and diversity
? Change management, communication and employee relations


BASF  THE CHEMICAL COMPANY Raleigh-Durham, North Carolina 2006  Present
BASF Corporation, the North American affiliate of the BASF Group in Ludwigshafen, Germany, serves multiple customer industries.

Division HR Leader  Agricultural Solutions, North America
Revitalized the Human Resources function within the Agricultural Products Division by accelerating leadership in talent management, orchestrating organizational change, and aligning North American HR practices to the global business strategic goals. Motivated, developed, and led a team of 12 HR professionals in multiple locations across the U.S. as well as Canada and Puerto Rico.

" Global Leader of Human Resources for a billion dollar acquisition of a complimentary industry leader. Managed employee redundancy, synergy budgets and onboarding of new employees with focus on culture awareness and change management in numerous regions of the globe. Harmonized the HR functions with outsourcers as well as in-house business platforms.

" Pioneered the development of the Division Professional Development Program throughout North America. Instrumental in identifying appropriate University targets, developed rotational assignments including onboarding and curriculum activities, and overall career development with program growth of 200% in past 5 years.

" Engaged sales and marketing functions to champion the use of online transactional systems by providing training and a Managers Survival Guide that resulted in an increased use of 12%.

" Harmonized employee development globally for high potential talent, developed internal coaching program, facilitated succession planning, mentoring programs as well as diversity + inclusion initiatives.

ICT GROUP INC/Sykes, Inc. Philadelphia/Newtown, Pennsylvania 2005-2006
Globally recognized leader of integrated Customer Relationship Management services for customer acquisition, retention & customer care servicing the banking, financial services, insurance, healthcare, travel and hospitality, and telecommunications industries.

Vice President of Human Resources
Aligned all Human Resources programs with strategic initiatives and partnered with senior management on strategic planning for the business, providing HR solutions to meet business objectives and improve organizational effectiveness. A thought leader, who effectively engaged, directed and motivated onsite and remotely located HR generalists located across the U.S., Mexico and Barbados supporting an employee population of 10,000.

? Identified gaps in current organizational structure, established key competencies and created ongoing succession plan to add bench strength to the global organization.

? Successfully maintained a union free environment by directing and educating management personnel during a union organization attempt, from card signing to an unsuccessful representation election.

? Effectively managed 3 reductions in force analyzing WARN responsibilities, coordinating employee announcements, and severance communications resulting in zero litigation from employee populations in state of West Virginia.

? Developed core policies and standardized performance management guidelines among locations to provide more consistent treatment of employees resulting in a reduction of EEOC claims by 11%.

? Managed staffing and employee relations for major client start-up with growth to 800 employees within 4 months. Met all staffing goals while aligning talent to meet operational objectives.

Philadelphia, Pennsylvania
CENDANT MARKETING GROUP/TRILEGIANT Houston, Texas and Westerville, Ohio 1999-2004
The premier membership-based provider of travel, shopping, health, home, entertainment and consumer protection services to the banking, financial services, and retail industries. Successor to Trilegiant Inc. and Cendant Incentives.

Director of Human Resources and Organizational Development (Support Services) 2000-2004
Promoted during Cendant Direct Marketing reorganization to lead Human Resources and Organizational Development for multi-state business units with 14 direct reports supporting over 6000 employees.

? Developed consistent company-wide policies and processes, built consensus among all levels of the organization, set and met established goals in support of overall strategic plan. Created curriculum, performance management and accountabilities to ensure compliance with Value of One resulting in 23% improvement in meeting staffing goals in 2004.

? Increased candidate generation by 38% in 2004 by managing $900K budget for Talent Management to create competitive and cost-effective sourcing solutions. Designed both short and long-term strategic and tactical business plans to maximize staff development and provide bench strength for succession planning and diversity initiatives.

? Developed curriculum for Trilegiant University: Trilegiant Leadership Circle (TLC) provides strategies to mentor, coach and lead effective teams who are passionate about getting results. Built Culture of Continuous Coaching that included the trainings: Crucial Conversations, Stepping Up to Leadership, Sell the Sizzle NOT the Steak, Managing Generational Differences and Curse of the Vanishing Employee.

? Introduced employee recognition programs including Values in Action and Fun@Work to support the culture of teamwork and employee recognition throughout all locations of the organization. Organized focus groups to highlight feedback from all employees and delivered solutions including, Brag Boards, Service Awards, Dept MVP and developmental brown bag lunches. Leveraged incentive programs to drive performance through compensation restructuring resulting in average increase of 8% in retention sales.

? Reduced EEOC claims by 12% during 2003 by effectively coaching and training multi-level management teams regarding ADA, FMLA, harassment and discrimination. Revamped new hire orientation and training to reinforce company values, integrity and respect in workplace.

Human Resources Manager (Cendant Marketing Group) 1999-2000
Provided leadership and support to 500-600 sales representatives, financial service consultants, travel agents and customer service employees in two separate contact centers.

? Consulted on employee relations and disciplinary actions up to and including terminations, resulting in zero litigation. Provided constructive feedback and coaching to Directors and Vice Presidents, on variety of HR issues that were often controversial in nature.

? Met all staffing goals at 100% while cutting advertising costs over $43,000 during the first and second quarters of first year in position by restructuring recruiting and staffing procedures.

TELESPECTRUM WORLDWIDE Steubenville, Ohio 1996-1999

Human Resources Manager
Provided support to 300 sales representatives and insurance agents in outbound call center.

? Recruited, interviewed and hired over 2,000 employees, including: sales/customer service representatives, insurance agents, supervisors, managers, maintenance workers and clerical personnel. Maintained 100% staffing goals for over two years.

? Established and managed employee information center, open door policies, conflict resolution strategies, employee newsletters and fair treatment policies.

DB CONSTRUCTION INC. Bloomingdale, Ohio 1990-1995

Human Resources/Operations Manager
Provided contract compliance, recruiting, and employee relations for 150 employees.

? Resolved union grievance issues, conducted investigations and provided documentation and testimony for grievance and arbitration hearings. Managed contract compliance and coordinated information among construction crews, site inspectors and project engineers. Managed change orders, materials and equipment utilization.

? Researched, implemented and evaluated a safety program to comply with OSHA safety regulations. Conducted safety training for all job site personnel resulting in net savings of $30,000 in safety fines.


Bachelor of Arts, Human Resource Management
Wheeling Jesuit University, Wheeling, West Virginia

Certified Trainer: Crucial Conversations
SHRM - Society of Human Resource Management (past VP of local chapter)
Member Affiliation with ICF (International Coaching Federation)
ASTD - American Society of Training & Development
Human Resource Association of Central Ohio
Upper Ohio Valley Industrial Council
Houston Human Resource Management Association
Former Member of Jefferson County Developmentally Disabled Board
Former Advisement Member Jefferson Community College Board
TSHRM Member of RTP Human Resources Association

Click below.  Human_Resources Executive Talent Bank will send your message to ...

Sr HR Leader: Call Centers & Fulfillment

  1. Click HERE to get RiteSite Services for YOURSELF.
  2. Click HERE to view Sr HR Leader: Call Centers & Fulfillment JOBS and/or to search for Senior Sr HR Leader: Call Centers & Fulfillment JOB OPPORTUNITIES.
  3. Click HERE to view Additional Sr HR Leader: Call Centers & Fulfillment RESUMES and/or to search for Other Senior Sr HR Leader: Call Centers & Fulfillment RESUMES.
Recruiters and Employers
  1. Click HERE to POST ALL YOUR JOBS on RiteSite FREE of Charge.
  2. Click HERE to view More Sr HR Leader: Call Centers & Fulfillment RESUMES and/or to search for Other Senior Sr HR Leader: Call Centers & Fulfillment CANDIDATES.
  3. Click HERE to view Competitive Sr HR Leader: Call Centers & Fulfillment Job Postings and/or Other Senior Sr HR Leader: Call Centers & Fulfillment JOBS.

What is Custom Career Service?What is Custom Career Service?
Frequently Asked QuestionsFrequently Asked Questions
Users CommentsUsers' Comments
Executive Sign UpExecutive Sign-Up
Employer / Recruiter RegisterEmployer - Recruiters Registration
Executive JobsJobs Database
Executive ResumesResumes Database
People FinderScan for People
Executive Search FirmsSearch Firms that are Rites-Honored
Privacy PolicyPrivacy Policy
Contact RiteSiteContact RiteSite
RiteSite StoreRiteSite Store
Rites Of Passage Book Cover
Rites Of Passage Book Cover