Corporate Sales, General and Administrative (SG&A) HR Representative (Compensation, Employee Benefits, HRIS, Recruitment & Talent Management).• Appropriately analyzed internal equity within functional groups to ensure promotional and equity adjustments are to standard and within compensation guidelines.• Developed, launched and administered new hire orientation program.• Developed a college recruiting relationship with the University of Cincinnati to successfully place interns and Co-ops.• Introduced “Talent Development & Assessment Plan” to SG&A population. This tool was used for high potential employees identified via succession planning meetings. • Decreased voluntary turnover by 20% while increasing internal promotions. • Created an on-boarding/off-boarding process to drive retention. Included in-person 30-90-day check-ins/exit interviews with documented answers via survey tool. • Created comprehensive universal interview guide with job-specific and competency-based questions. Implemented an analytical debrief process that portrays best candidate.• Managed employee relations issues by proactively anticipating employee issues. Provided timely investigation, coaching, counseling to reach resolution, and resolving grievances. • Served as recruiting SME for Applicant Tracking System (ATS) implementation, provided recommendations and testing to vendor on how to configure system to meet business needs.• Negotiated approximately 50 salary offers and dozens of sign-on bonuses/relocation packages at both the exempt and nonexempt level while streamlining the employee change process.

Leader for the process of hiring and training Customer Service Representatives. • Designed New Hire Training Program for Customer Service Administration. Consistently analyzed business needs and trends, and developed training respectively. • Reduced employee turnover by over half – designed a comprehensive behavior-based interview to identify better talent and deployed an onboarding program to assimilate new employees.• Motivated a team of 25 customer service representatives to achieve the highest call center service levels in the Dayton market.• Escalation point for major customer complaints that subordinates and support departments were not able to solve.• Developed a recruiting relationship with Wright-Patterson Air Force Base employing the spouses of more than 25 active-service members.

Performed analysis of departmental functions and completed process improvement projects. Communicated process updates across various departments. Developed presentation, leadership, communication, project management, and analysis skills while maintaining strategic focus.• Saved $2k annually by implementing a new letter for the Customer Service department. • Identified 93 accounts that had fee errors that required remediation. Mitigated further risk to PNC and regulators.• Created a workflow application that significantly improved performance. 75% of the overall research activity transitioned from email to the workflow application eliminating lengthy, large email exchanges that bogged down the system and consumed email memory.

Managed customer relationships by providing timely and accurate answers to inquiries regarding first mortgages. Update and maintain customer information and call correspondence in MSP. • Worked various tasks from a task queue including: Trust Approval and Denial, Late Charge Waiver, Address Change, Verification of Mortgage, Authorizations and Coupon Requests. • Helped with the roll out, design, and content of new training modules for PNC University.• Earned second place in the Voice of The Customer survey in April 2014 for outstanding customer service.• Assigned to Credit Bureau Reporting special project. Corrected Credit Bureau reporting on hundreds of loans in bankruptcy.• Assigned to New Loan Acquisition special project. Tasked with ensuring newly-acquired customers were educated on details of their loan.

Contacted local businesses in an attempt to add and renew sponsorship on existing projects. Drafted email proposals to sponsor prospects using Microsoft Word. Developed and maintained relationships with corporate sponsors. Conducted research on corporate sponsors and local schools to become more educated on community and client needs. Updated Salesforce with new leads, lead status changes, call log information and email correspondence with sponsors.• Lead the team in sales in the months of July, August, and September – Averaged 12 sales per month during those months.• Worked several special projects that sales were down on – Set a record for sales on particular project with 15 sponsors.• Mentored several new hire project managers – Helped with drafting of proposals, phone procedures, and job shadowing new project managers and gave feedback on performance.

Aligned people strategies to drive consultative customer engagement from transactional activities. Milano’s Certified Trainer (MCT) from 2010-2013, skilled in carry out, delivery and serving. Lead the performance of over 20 employees through talent management, organizational development, and employee development. Mentor and coached a team of new employees on performance management. Developed and trained individuals on skills ranging from carry out, delivery, and serving.• Received the title of “Employee of the Month” in May of 2011.• Gave input on new hire training assessment – Designed both questions and grading scale.• Managed the carry out department – Assisted upper management with scheduling, helped coordinate deliveries to ensure efficient delivery times, and handled customer escalations.