Qualified Professional Human Resources/Employee Relations Manager with a diploma in Human Resource Management with over 20 years operational experience and a proven track record of delivering breakthrough results in the areas of people, processes, training, recruitment and systems with experience in Retail, Manufacturing, Hospitality, Clinical and Call Centre Environments. A key Strategic Partner responsible for improving operational processes to optimize efficiency, productivity, reliability, safety and customer service. Exceptional project and time management skills are complimented by a collaborative leadership style that proactively embraces team work and the sharing of ideas and best practices to deliver results. Strong mentorship and coaching to create a collaborative rich culture. Problem solving, negotiation and conflict management skills are driven by a continuous improvement mindset and the ability to coach and facilitate change to make ideas actionable and create a more enjoyable, efficient and productive working environment.
REGIONAL HUMAN RESOURCE/EMPLOYEE RELATIONS MANAGER, InterCall (West Corporation), Kingston, Mississauga, Supported (Sharp School),Markham, (School Messenger),Toronto, Ontario April 2011 to July 2017 (resigned as I moved)
Managed and supported employee relations issues/concerns by conducting thorough and objective investigations. Supported the business and coached/mentored our Supervisors and Managers to build/develop their skill sets to ensure successful leadership within their departments.
Partnered with Senior Leadership to build and execute employee engagement and recognition programs and conducted focus meetings with employees to hear from them how we were doing and what could we do better. I created a career development program(succession planning) for both Supervisors and employees to ensure a stronger pool of candidates for future Leadership Positions within our organization.
Monitored compensation programs within the area to ensure we are meeting the competitive market. I developed a Wellness Program for the employees to create a healthy environment whether at home or in the workplace. External committee was created for the employees to be a part of our community by volunteering in different areas of need.
Strategically worked with Senior Management to create consistent HR policies and practices to ensure we were meeting companies objectives and operational needs.
Supported VP’s and Directors through acquisitions in our Ontario sites to ensure confidentiality of sensitive information.
Human Resources/Safety Manager, Dart Container, Campbellford, Ontario 2010 – 2011- Maternity Leave Responsible for the strategic and operational HR leadership of the Dart Cup
manufacturing plant in HR policy and procedure development, employment
law and best practice in hiring, training, recognition, attendance, discipline,
termination and health and safety.
Establishment of good HR processes by building solid working relationships with
cross functional business partners and staff.
Creation of HR strategy aligned to meet business objectives and include skills identification
retention and training, succession planning and fast track programs.
Coaching, facilitation and training of supervisory team to encourage consistency of approach and enable culture change programs to be effective.
Introduction of 360 appraisals and performance management system based on KPIs for efficiency, productivity, reliability, cost, quality, safety and customer service.
Education of staff in key performance indicators and teamwork to encourage ownership
Establishment of staff steering committee to encourage team building and social interaction. Human Resource Manager, Diamond Hotels, Kingston, Ontario 2008 – 2010- Maternity Leave Responsible for overseeing four properties owned by Diamond Hotels.
Recruiting for a new hotel using job fairs, advertising and onsite visits to college campuses.
Coaching, training and development of all properties using the different brand methods which are vital to creating an excellent team under their respective brand mottos.
Conducting Health and Safety meetings, risk assessments for all properties, return to work,
training on safe work practices through proper lift procedures, fall arrest and working smart.
Developing orientation programs for all properties to ensure each new employee a successful
transition into their new role.
Human Resource Manager, Diamond Hotels, Kingston, Ontario 2008 – 2010 (continued)
Handled all benefit submissions for all properties and facilitated an EAP program for all properties.
Developed policies and procedures for all properties and trained management teams on how to
incorporate them into every day functions.
Managed all performance reviews and follow ups for any future actions required by Management.
Conducted lunch and learn sessions each month at all properties to engage in employee relations.
Handled all terminations and exit interviews to monitor our employee involvements.
Human Resource Generalist, Rona Home and Garden, Kitchener, Ontario 2004 – 2008
Recruiting for new store set up which included job fairs, advertising, college campus visits.
Managed all training for new employees in their respective department through outsourced
Developed job descriptions for new positions through store and assessing the job to reflect the
Maintaining payroll budgets through continuous updates and submitted payroll to ADP on
by-weekly time schedule.
Developed and maintained Health and Safety records through committee meetings, monthly
inspections and continuous follow up with risk assessments and training.
Monitored 3 Month and yearly performance reviews while maintaining goal oriented results for
individual employee improvement.
Conducted management coaching and training sessions with management team through a career development
Trained employees on best practices for Customer Services and Communication style.
Assistant to Director of Patient Relations, Kingston General Hospital Ontario 2002 to 2004 – Contract
Responsible for communication to patient and family members when seeking information.
Pulled patient chart for medical information pertaining to concerns
Dealt directly with physicians and nurses for solving concerns/conflict
SARS – directly responsible for all communication for visitation during hospital lock down
Worked with Chief of staff to help,solve for conflicts
Attended meetings with hospital personnel on updates for SARS concerns and protocol
Human Resource Generalist, Sears Canada, Kingston, Ontario 1990 – 2002
Started in store office maintaining over/short for register balances and investigating shortages.
Reconciliation of reports for credit card transactions for client base.
Excellent Customer Service on continuous bases with external and internal Customers.
Recruiting new employees for different departments in store.
Training for all new hires on Customer Service, POS procedures, and orientation.
Maintained and signed up new benefit submissions.
Weekly payroll calculations and submissions on bi-weekly schedule.
Calculated commission sales wages with receipt submissions.
Created an excellent environment with new store set ups through employee engagement.
1994 Diploma Human Resource Management – St. Lawrence College Kingston Ontario
2005 Effective Return to Work – WSIB, Kingston Ontario
2006 Coaching and Employee Development – Canadian Mgt. Centre, Kitchener/Waterloo Ontario
2016 Conflict Management Resolution/Problem
Company related Training
2010 Conflict Resolution, Ethics & Code of Conduct, Management Development, Creating a Paper Trail,
Diversity & Sensitivity Training, Harassment/Discrimination Training, Retaliation, Transitioning to Leadership