Managed complaints through the many California Association of Realtors process steps and maintained electronic and hardcopy complaint files. Served as staff liaison to various volunteer committees, including Ombudsman, Grievance and Professional Standards. Facilitated meetings and provided minutes to board of directors. Implemented process improvement within the department. Spoke at public meetings about SCCAOR and resources available from the association.• Facilitated dispute resolution following the California Association of REALTORS® Ethics and Arbitration Manual. Reviewed and processed complaints convened hearings, and followed up with disciplinary paperwork. Confidentiality and due process were an important factor in handling everyday issues.• Educated members of the public and real estate professional about the resources available to them to file Mediations, Arbitration and Code of Ethics Disciplinary Complaints.• Talked with and listened to complainants regarding issues, and offered suggestions and resources. Coordinated with outside government agencies regarding resources and avenues for filing complaints.

Membership / Education Coordinator (2004-2007)Maintained databases and reviewed tables for accuracy to ensure effective data analysis and documentation. Performed database updates to support the functionality of HRMS, eliminating duplication of data. Created data base reports for upper management. Inserted and maintained class data into the MMSI database for uploading to the company website. Improved accuracy of data in the MMSI database, which other departments relied on for metrics.• Served as frontline contact for questions / issues related to education, benefits and policies.• Provided orientation training and materials for new members joining the association.• Provided high level of customer service for issues related to education and policies to customers in person, telephone and email.• Significantly improved training registrations and communication processes; improved the accuracy of information processed, increasing member satisfaction level.

Refined event documentation and led regular training sessions for gymnastics coaches. Ensured that all ongoing and special events were staffed properly and marketing material was available to potential clients.• Managed event budgets, employees’ time reporting, and accuracy and timeliness of work permits.• Organized gymnastics and dance events ranging from performances at school carnivals, Radio Disney Jingle Jam to a ‘Big Gymnastics Show’ involving over 600 performers and coaches.

Served as the single point of contact for information related to enrollment, terminations, training, and general HR issues. Managed cash flow and reporting. Coordinated registrations, admissions, wait lists. Accurately maintained the student database. Managed the staffing needs of the company through various marketing campaigns and presentations to clients.

Supported the successful migration to a global database while coordinating with Global HRMS database and Enterprise data portal teams. Implemented process improvements increasing operational effectiveness in the HR services team. Implemented major program rollouts and resolved data migration issues with benefit program owners and technical teams. Created content and conducted training for the Specialized HR Resource team. Created and maintained project management documentation for the benefits operation team.• Led several projects supporting employee transitions during the Hewlett Packard/Agilent company split.• Created a new open enrollment process and tool, supported readiness initiative, and led usability testing.• Served as co-project manager for Health Benefits Open Enrollment impacting 35,000 US employees.• Supervised 12 contractors who created 3,000 employee termination packets for a business divestiture.

Consulted with managers and HR contacts on internal equity issues and provided recommendations on various compensation-related issues. Compiled quarterly salary and rank data, analyzed data and compared to internal salary metrics. Reviewed position descriptions and conducted validation interviews. Consulted with managers on reward options in order to preserve fixed costs.• Coached managers on the intent and usage of Hewlett Packard’s policies.• Trained business managers and HR representatives on new compensation programs.• Taught the Coaching and Managing Performance classes for new managers.

Provided first-level customer support to employees, business partners and management for benefits, policies and procedures. Supported the group insurance and leave of absence documentation review groups.Coordinated open enrollment for two years, supporting over 20,000 employees. Processed new hire, leave of absences and termination events accurately and in a timely manner. Trained managers on benefits, policies and procedures.