Katie D. Email & Phone Number

Detroit, MI, US

• Manage core HR processes/programs, identify gaps and inefficiencies, provide standardization and improvement recommendations in total rewards, payroll, immigration, policy, HRIS, and communications.
• Partner with Organization to analyze and evaluate total rewards program to ensure internal/external competitiveness with an eye on equity across the organization.
• Oversee immigration program and assist foreign citizens with immigration procedures; work closely with HR Business Partners, Recruiting, employees, and external immigration counsel and serve as the subject matter.
• Analyzes people problems using data from a variety of sources for trends and patterns with attention to recruitment, hiring practices, motivation, turnover, and compliance with employment laws and regulations.
• Manage ethics hotline case reports to ensure prompt investigation and resolution by HR Business Partners, decreasing the number of days cases are open
• Maintain accurate HRIS data by auditing data for accuracy, making updates as needed, uploading necessary documentation to employee profiles

Novi, Michigan

• Responsible for the day-to-day claim and litigation support needs of assigned cases and projects
• Assist local counsel in reviewing legal filings, discovery material, and other documents related to legal matters
• Highly collaborative, working in coordination with internal and external litigation teams and local counsel to develop defense strategies in litigation
• Manage incoming high-profile subrogation claims; review claims and complaints, develop, present, and execute strategies up to and including litigation
• Negotiate directly with insurance carriers for claim settlement
• Attend settlement conferences and/or mediations as a company representative for local counsel and assist as needed

Novi, Michigan

• Guided and directed customer service team towards achieving operational goals
• Directly supervised the Retail, OEM, and International support team consisting of Inside Sales Representatives, Support Specialists, and Support Coordinators.
• Ensured that customer complaints are resolved in a professional manner
• Provided supervision and technical assistance to customer service team to attain departmental and organizational goals
• Performed annual reviews and performance management reviews for direct reports
• Conducted department meetings to discuss issues and identify process improvements

Novi, Michigan

• Actively practiced and supported company operating policies and procedures
• Supported Brasscraft Mfg commitment to exceptional, responsive service in all interactions with employees and customers
• Provided additional training to team members as needed
• Reviewed and updated current department procedures, create new procedures as necessary
• Approved return authorizations and credits for the department
• Audited and approved changes made to the customer database

• Lead trainer responsible for designing and delivering training for new call center software to Customer Sales and Support Department
• Served as point person during implementation of call center software and ongoing training for department personnel
• Process improvement lead for identifying issues and presenting solutions for shortage process used by Customer Sales and Support team
• Build relationships by providing effective customer service for internal and external customer using knowledge of company products and programs
• Manage accounts with efficient, courteous service by providing information and resolving routine and non-routine inquiries in a timely manner within established guidelines
• Enter purchase orders with a high level of accuracy and volume

Ann Arbor, MI

• Managed daily operations and marketing activities for the corporate store which was consistently in the top ten stores for sales system wide
• Recruited, coordinated, and conducted interviews, prepared new employee files and conduct store employee orientation, documented disciplinary actions including steps for performance improvement when necessary for.
• Provide ongoing training and evaluation of staff and operations to ensure efficiency, superior customer service, and prompt problem resolution for corporate store
• Plan, execute, and evaluate store and community marketing efforts for corporate store
• Business analysis for new point of sale system, followed by roll out and implementation to stores
• Conduct ongoing training and evaluation of point of sale system for release to the franchise system

Bba, Management Specialization, Cum Laude

Ms, Human Resources/Organizational Development