Manager Customer Service
Resume:
Steven R. Hawson
Albuquerque, NM 87111
abhov6@r.postjobfree.com
Candidate Overview
Human Resources professional with 8+ years of industry experience. Skilled
in strategic and generalist HR functions. Fully bilingual English and
Spanish. Hold BA, MA, and MBA degrees. Five years P&L experience as the
owner of an HR consulting firm. Able to provide leadership and a broad
range of knowledge in the following HR disciplines:
*Talent / Human Capital management
*Organizational structure and change management
*Recruiting, candidate selection, new hire on-boarding
*Compensation analysis
*Benefits and "Total Rewards" administration
*Training programs: Creation, implementation, and coordination
*Vendor relations for outsourced HR services, ELPI
*Federal and State regulatory compliance: EEOC, FSLA, COBRA, FMLA,
etc.
*Workers compensation: Carrier relations and claims management
*Labor relations and employee recognition programs
*Work-place safety, OSHA compliance and reporting
*Work-place mediation and conflict resolution
Professional Experience
Manager/Director of Human Resources, Relios, Inc. Albuquerque, New Mexico.
May - November, 2010.
Directed HR corporate functions, both generalist and strategic, for a 200+
employee manufacturing company. Reported directly to the CEO. Member of
the executive management team. Key accomplishments included:
1. Optimized company's HR functions and policies in the absence of a pre-
existing HR department. Created, reviewed, rewrote, and updated
company HR-related documentation, employee handbook, and policies.
Translated documents into Spanish and coordinated translations into
other languages for company signage, policies, and employee surveys.
2. Transitioned HR employee data from a 100% paper-driven system to a
paperless, web-based HRIS system with secure 24/7 read/write access to
employee data.
3. Reduced voluntary turn-over from 10% to less than 4% across the
organization.
4. Identified areas where company had been out of compliance with Federal
wage laws and brought company policies and practices into compliance.
5. Doubled the rate of employee participation in the company's group
health plan in spite of a proposed 20% rate hike and considerable push-
back from the carrier. Increased participation in company dental plan
by 150%, and rolled out new vision plan, company paid-eye exam, and
other benefits with minimal additional costs to the company.
6. Created training and aptitude testing materials in-house at little or
no cost to company. Designed and implemented new training programs
for management team and front-line contributors.
7. Mapped out new organizational structure for the company from CEO level
down to front-line contributors. Created a new organizational chart
for the entire corporation using cutting-edge software. Worked with
management team to more clearly define the roles and communication
channels within the organization.
Entrepreneur / Owner, Chamizal Consulting Group, LLC. Albuquerque, New
Mexico,
2005 - 2010.
Provided HR consulting services to client companies across a wide range
of industries. Clients have included:
. KWS Manufacturing (Industry leader in conveyors material
handling equipment)
. SW Pattern Works (CAD/CAM and CNC pattern fabricator)
. Daniels Insurance Inc. (Large commercial insurance broker in
N.M.)
. Quicksilver Resources (Texas-based oil and gas developer)
. Brown and Brown Insurance (5th largest insurance broker in the
U.S.)
. INTEL (is association with Drake, Beam, Morin Inc.)
Executive Search Consultant, Management Recruiters International;
Albuquerque, New Mexico. 2003 - 2005.
. Top recruiter in firm for two consecutive years.
. Top regional performer for MRI in 2004.
. Won "Rookie of the Year" award for SW region, including TX and
CA.
. Obtained CSAM (Certified Senior Account Manager) certification.
Manager and Senior Language Specialist, AT&T Language Line; Monterey,
California. 1997- 2003.
. Managed, coached, supported, and directed a team of over 60
direct reports.
. Co-created, developed, and implemented three subject-specific
training programs.
. As a team member, helped design "Language Line University" for
training and in-house certification.
. Received numerous commendations, recommendations, and awards
for performance, contributions to training, project
development, and customer service.
Education
M.B.A., Jones International University; Centennial, Colorado, 2006.
M.A., Monterey Institute of International Studies; Monterey, California,
1997.
B.A., New College of the University of South Florida; Sarasota, Florida,
1989.
Professional Affiliations
. Member, Society of Human Resource Management (SHRM)
. Member, National Notary Association
. City of the Sun Foundation of NM
Additional Information
. OSHA 10 Certification
. 760 FICA score, clean background and driving record
. New Mexico Notary Public (Commission expires 6-22-2014)
. Computer literate in all MS Office products
. Published author of two books
. Registered to take PHR certification exam, June 2011. Currently
studying.
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