Ellen Hollinger, Cphr, B.Ed Email & Phone Number

Edmonton, Ab, Ca

Edmonton, Ab, Ca

Edmonton, Alberta, Canada

Edmonton, Canada Area

Design, develop and nurture an exceptional employee experience that aligns to organizational strategy and core values

Lead diverse, shared service platform teams including Human Resources, Information Technology, Accounting/Finance, Business Systems, Governance and Administration to execute strategic objectives

Edmonton

Executive strategic HR business partner and organizational steward of people practices

Edmonton, Canada Area

Lead HR business partner for operational and executive leaders

Edmonton, Alberta, Canada

Partner with operational leads on people leadership practices to elevate business performance

• Responsible for implementing and maintaining Human Resource programs, practices and policies while ensuring that corporate culture, beliefs and values are understood and supported by associates and management.• Participate with store management in frontline communication meetings supporting associate engagement.• Analyze annual Associate Opinion Survey results and partner with management on the development of action plans, communication and execution to drive engagement, champion and support associate needs.• Oversee recruitment activity, work force planning and ensure vacancy rate is to structure through effective hiring and promotion of hourly associate and mid level management.• Sponsor the development of the personnel manager and assist in the execution and follow up on training plans and programs for associates and mid level managers.• Participate in performance development plans for associate and mid level management.• Support store management in the interpretation and application of people policies and programs.• Promote company sponsored communication vehicles and programs with store management.

• Managed and actively participated in the recruitment process of all casual labourers including developing an interviewing training workshop for Supervisors.• Developed position performance profiles and full cycle recruitment strategies utilizing Adler methodology for Management and Coordinator level positions.• Developed Departmental rewards and recognition program (to be implemented Spring 2011)• Provide coaching, consultation and support to Management team in identifying employee engagement/retention opportunities and implementing programs to support and encourage a positive working environment.• Developed competency-based compensation model involving facilitation and consultation with several work groups.• Reviewed existing programs and processes and recommended various changes including successfully developing a business case requesting an unbudgeted position to improve efficiency and productivity.• Conduct analysis of employee satisfaction survey and facilitate employee focus groups.• Evaluate the effectiveness of training and development activities, identify gaps and offer solutions• Research, negotiate, tender and contract training resources from external sources • Facilitate leadership and various skills training to Supervisory team focusing on internal customer satisfaction.• Manage and coordinate external training & conference requests for Department, determining need and suitability.• Develop communication tools for the Department including a newsletter and employee handbook.• Actively participated on several corporate committees including launching new E-recruit system, Divisional Communication Team and Strategic Workforce Planning.

Coaching/Training/Recruiting September 2005 - March 2008 Managed team of 6 Assistant Supervisors who conducted daily coaching, mentoring, training and feedback with frontline customer care team consisting of 250 representatives.Developed and implemented comprehensive coaching program to develop frontline customer care representatives to effectively communicate and promote Shaw products and services.Responsible for overall recruitment and selection of Customer Care department to ensure sufficient staffing levels. Communicated daily with Supervisory team providing leadership development, coaching and feedback. Developed on-boarding process to improve employee satisfaction and new hire integrationIdentified training/coaching needs and implemented training courses and process improvements accordingly.Coordinated training programs and delivery with Corporate Training Department including e-learning pilot projects.Trained and mentored "training champions" to facilitate various training exercises and/or sessions.Conducted performance management sessions including performance reviews and ongoing coaching and feedback.Facilitated training sessions to front line staff as required.

Responsible for the overall inbound sales call center and retail center sales and customer care activity including all key performance indicators such as "Average Speed of Answer" and "Service Level Factor".Managed team of 80 front line customer service representatives and 5 Assistant Supervisors.Provided ongoing coaching and feedback including the development of personal action plans with follow up.Developed and implemented process improvements.Involved in the recruitment and hiring process for the Customer Care team

Responsible for the development and success of the Inside/Direct Sales team consisting of 20 representatives. Developed and implemented outbound calling campaigns to achieve monthly sales targets.Responsible for hiring, training, scheduling and payroll administration of Inside/Direct Sales team.Conducted routine tool and equipment audits to ensure inventory levels were sufficient and in order.Provided inter-departmental competitive training on a quarterly basis.

Human Resource Management, Human Resources

Activities and Societies: With distinction

Equity, Diversity & Inclusion

Enterprise Risk Management

Certificate, Leadership Development

B Ed, Elementary Education And Teaching

Indigenous Canada