807 Mystic Drive Unit 204, Cape Canaveral, FL * Cell: 904-472-4039 * HUMAN RESOURCES PROFESSIONAL High impact, Senior

Human Resource Professional with over 15 years' diverse and comprehensive experience. Delivers corporate HR solutions in dynamic, domestic a nd international environments with a strong background in human resources, opera tions, training/development of people, and project management/consulting. Decisi ve and results-focused leader with a solid performance and track record in creat ing and establishing programs that turnaround employee morale and productivity, improve client satisfaction, increase revenues, and reduce costs. Combines analy tical and strategic solutions to develop and sustain effective client relationsh ips that drive profitability. Global Human Resource Management HR Administration/Benefits Administration/ Payroll/ Policy Interpretation/Employee Relations/ Recruiting & Interviewing/ Wo rkforce Planning/ Succession-Talent and Performance Management Training Management Global Training Design, Development & Delivery/ Organizational Development/ Team Building/Motivation/ Team Leadership/Quality Improvement Operations Management Call Center Management /Budget Forecasting & Planning/Quality and Metric Managem ent/ Operational Streamlining/Policy Development/ Process Reengineering/Business Analysis Auditing Human Resource Consulting Strategic Planning/Project Management/ Technical Support/HRBPO/Client Relations/ Negotiations/Change Management/ Start-up Facilitation/Process Improvement/ People Management PROFESSIONAL EXPERIENCE Protocol Global Solutions, Merritt Island, FL 2009- 2011 A leading provider of call center outsourcing to major companies. Senior Human Resource Business Partner Direct overall human resource operations in all aspects for site including benef its, recruiting, payroll, employee relations, compensation, performance manageme nt, HR administration, compensation, succession planning and strategy/retention. Support multiple shifts and diverse population. * Developed new processes and automation to save company $167,000 a year costs. * Created succession planning process and eliminated redundant positions savings of $478,000 a year. Reduced attrition from 14 to 5% resulting in drop in staffing costs. * Integrated HR strategies and programs across all business units with a action rating of 84%. in HR with a a 6.7% satisf

Convergys Inc. (formerly AT&T American Transtech), Jacksonville, FL 1996 - 2008 A leading global provider of comprehensive Human Resources Business Process Outs ourcing solutions backed by technology, business analytics, and consulting servi ces in talent management processes.

Senior Human Resource Manager Implemented and oversaw HR training for 16 corporate clients in North and LatinAmerica. Managed a HR team of 10 managers and supervised the design, development , and delivery of staff training in five locations with a budget of $5 million. Broad responsibility in HR consulting, employee development, project management, operations and finance, and competitive benchmarking. Collaborated with corpora te executive teams to plan, direct, and deliver customized, strategic solutions, internally and externally. Facilitated across-the-board organizational developm ent programs and led large HRBPO client projects. * Spearheaded team to set up Budapest operations and completed project three mo nths ahead of schedule and under budget by $300,000. * Implemented training and development for large client account in multiple cen ters. Reduced costs to operations by $250,000 through automation and training ac tivities. * Increased leadership team synergies by 68%, and augmented employee satisfacti on scores 10%, by facilitating 30 management courses, and developing and deployi ng a soft-skill coaching program for supervisors and managers. * Boosted diversity and dramatically improved communication at all levels, thro ugh the development of programs across departments-24% increase in employee perf ormance scores and culture change. Training Manager, Human Resource Oversaw implementation of project for three clients. Managed four developers/tra iners, supervised training needs and analyses, and partnered with operations, cl ient services, and external clients to ensure processes, policies, and training are maintained within the work stream. Identified training gaps and developed tr aining policies, programs, and schedules. * Conducted instructional project analysis, job/task analysis, validation, and selection of training resulting in reduced on-boarding cost of $1000 per FTE. * Designed and implemented new operational methods and procedures/policies. Thi s maximized efficiency and resulted in a reduction in the training period, and i ncreased feedback scores of 30%. * Aligned overall employee training with corporate strategy with the creation o f a strategic plan that increased retention by 8%. Human Resource Manager Administered and provided interpretation of company-wide policies and procedures , education on benefits, and compensation programs, including health & welfare, 401 K saving plans, and FMLA/leave of absence. Maintained performance management and merit processes, managed employee relations issues, and advised managers on appropriate remedial activities. * Reduced attrition by 15% and improved morale through the development of effec tive employee programs. * Enhanced employee satisfaction, with an increase of 12% in one year as a resu lt of successfully managing employee relations issues. Call-Center Operations Manager Managed sales team of six supervisors with 120 employees. Analyzed the operation s and efficiency of the call center and recommended process improvements. * Achieved highest, yearly sales results for call center teams and 98% in custo mer satisfaction. * Exceeded all service level agreements including average call time, response t ime, sales/call volumes, and quality metrics over 4 other centers winning yearly award. PRIOR WORK HISTORY & ACHIEVEMENTS AT&T Universal Card Services, Jacksonville, FL 1990 - 1996 A start-up credit card company promoting and introducing the first "no annual fe e" credit card and long distance calling card.

Progressed rapidly through promotions including management of high-volume call c enter of up to 400 employees, created training and development curriculum and pr ograms with 97% student success. Oversaw center's quality assurance, and project management, and exceeded stringent service levels with 34% increase in customer satisfaction and 30% quality. Implemented initiatives that drove employee satis faction to 74%. Contributed to AT&T winning of the prestigious Malcolm Baldridge award. EDUCATION/PROFESSIONAL DEVELOPMENT MBA, HR Management (in process) Global HR Practices & Corporate Training - Capel la University BS, Business Management/Logistics and Quality, Project Management - University o f Maryland Certifications: Professional Human Resources (PHR), Instructional Systems Design and Information Mapping, Six Sigma Greenbelt, Project Management I & II, Organizational Effecti veness and Reengineering Applications: Microsoft Word, Excel, PowerPoint, and Project; Training and Quality Application s; Human Resources PeopleSoft, SAP HRIS and ADP; Call Center Systems; Performanc e Analysis systems; WebEx; Captivate; Visio; FrontPage Awards: Convergys Management Plus, Training Leadership, Power of One Champion, Customer Services Leadership Award, AT&T Universal Power of One, Universal Team Award