Responsible for the management and development of the North American Human Resources team, ensuring support to all departments, operations, and ~400 employees across the U.S. and Mexico. Ensure legal compliance, coordinate and oversee HR business partners, and create/implement strategic initiatives that reinforce core values and organizational culture.

Our mission is to provide world-class Human Resources support to companies looking to add an HR presence or supplement existing HR resources. Whether these needs are ongoing or project-based, our flexible offerings are always tailored to the individual business to ensure organizational needs are met over both the short- and long-term. Our specialty is maximizing productivity and talent retention while mitigating risk. Owner Janet Matelski-Smith has over 25 years’ experience in Human Resources, Service Sales and Operations, Loss Prevention, Training, and Information Technology within various industries and companies ranging in size from small start-ups and family-owned businesses to Fortune 500 companies. HR My Way, LLC is a Matelski-Smith Enterprises, LLC company.

Facilitate the learning of undergraduate students taking the Business Professional Practices course, focusing on development and fine-tuning of soft skills and presentation skills. Coach and mentor as appropriate to bolster mastery of materials; leverage diverse teaching strategies and professional experience to enable high levels of engagement and participative learning. Ensure University and accreditation standards were met and/or exceeded.

Our goal is to help organizations succeed beyond expectations through good people, good process, and good tools. We offer a variety of services packaged to meet long-term, mid-range, and short-term needs, freeing up business owners and managers to focus on what drives their business. Customization, flexibility, and over 50 years’ experience among the business partners ensures that the solution fits the customer, rather than trying to get the customer to fit the solution. Areas of expertise include: training, development, wages/benefits evaluation, development of policies/procedures/best practices, hiring/onboarding, and compliance among others.

Consult with companies in various industries to develop leadership, continually improve processes to positively impact margin, revenues, and customer experience, and develop training and education curriculum.

Facilitated the learning of undergraduate students for various courses, 100- to 400-level, including Operations Management. Coached and mentored as appropriate to bolster mastery of materials; leveraged diverse teaching strategies and professional experience to enable high levels of engagement and participative learning. Ensured University and accreditation standards were met and/or exceeded.

Coached students to enhance writing skills at the undergraduate and graduate levels. Completed periodic assessments to identify those in need of tutoring services. Formalized and implemented training procedures, metrics, and reporting to maximize student benefit as well as improve quantifiable outcomes for the University.

Provide leadership, direction, and development to support associates within the Service Operations Team to ensure operational excellence, focusing on customer service and profitable growth. • 22 associates total (11 Project Coordinators, 11 Customer Service Representatives) • 42 accounts totaling over $xxM in revenues • Prioritize and coordinate resources to meet/exceed KPIs and other service objectivesContinue to manage the FSM Project (development and implementation) as well as lead on Shipping Module Project.

Collaborate with business partners and cross-functional groups to develop and implement a highly-effective Field Service Module (FSM) fully integrated within the existing ERP system. Identify and document existing processes, research best practices, and propose future processes and design solutions in the spirit of continuous improvement, ensuring buy-in by key stakeholders at all levels. Create, maintain, and support existing and ongoing KPIs, SLAs, and other pertinent metrics. • Managed software development and vendor relationship for FSM project; this system will reduce order handle time by 50%, enable standardized customer performance reporting, reduce errors and associated rework by approximately 25%, and improve the ability to manage/maintain master data moving forward. • Identify and promote organizational change initiatives, executing development projects within FSM as well as internal projects to improve existing service operations within a six-month time period. • Create and standardize field usage within existing systems, resulting in consistent system data and its management, reduced service order cycle time, and improved cash flows. • Led multiple cross-functional projects and assisted with implementation and training for Outbound IVR. • Assist with recruiting/hiring initiatives, onboarding of new associates, and training documentation and protocols. • Supported core values of Accountability, Continuous Improvement, and Teamwork.

Launched team in 2008, shaped vision and mission of team, and assisted in its growth from 38 to 54 professionals, both centralized and field-based. Led training and development initiatives to ensure and improve cross-functional performance across various business segments. Oversaw the creation and implementation of new policies and best practices and coached staff to maximize customer satisfaction, market penetration, and profitability while managing performance and associated metrics.

Supported sales personnel within a seven-state geography through proposals, equipment file maintenance, customer retention, and service education. Collaborated with other team members to standardize and improve processes, creating and implementing the necessary documentation to ensure consistency of use within all account segments.

Managed the sales, implementation, retention, and renewal of Diebold’s Cash Handling service solution across a 13-state geography. Served as an escalation point and managed vendor performance to ensure customer satisfaction levels exceeded corporate goals. Created, revised, and implemented improved processes to improve profitability as well as enhance the external customer experience. Updated and provided the necessary reporting for forecasting, reconciliation, and trouble-shooting, working with and training remote business units as necessary.

Created and provided the necessary metrics and reporting for forecasting, quantifying service contract value, and identifying key areas for improvement for three strategic accounts. Supported sales through proposals, equipment file maintenance, customer retention, and service education. Collaborated with other team members to standardize and improve processes, creating and implementing the necessary documentation to ensure consistency of use within the strategic and regional account segments.

Managed the sales, implementation, and retention of 498+ accounts, totaling over $3M in service contract base across a four- to five-state geography. Partnered with FastLine Group to enhance the Cash Handling/Currency Management sales process; implemented this initiative in 2006, resulting in the reallocation of resources to increase sales of various services. Achieved top 20 ranking in 2005 for service sales, placing 17th in corporation and exceeding goal by 336.5%.

Fielded incoming calls from customers and technicians and took action appropriately, meeting and/or exceeding performance standards and call handling time requirements. Led and completed various projects to enhance departmental performance. Successfully trained for and executed various auxiliary functions and frequently assisted as an On-The-Job Trainer.

Hired and staffed sales personnel for 18 stores in the Ohio and Michigan Markets. Established and implemented policies and procedures to streamline and enhance hiring practices, taking into account differences in market conditions; developed associated metrics and performance standards for team as well. Worked with various agencies to ensure high caliber applicants with potential to move up in the organization.