HR Service Center Manager

Posted on: 2008-01-15

DONNA KHANVALI 3279 Encinal Avenue Alameda, CA 94501 510-409-6050 [email protected] OBJECTIVE: To improve employee performance and/or client understanding by providing creative, effective training solutions catered to individual adult learning styles. SUMMARY: Over 10 years relevant experience as a performance engineer professional in public and private organizations. Proven skills include needs/gap analysis; training design, facilitation, development and evaluation; effective documentation as operating manuals, reference materials and job aids; resolving compliance issues; successful staff management and development; process improvement; and more. Able to work in diverse settings independently or on a team, and committed to promoting positive change with an enthusiastic approach. PROFESSIONAL EXPERIENCE Radian Group, Inc. (Philadelphia, PA) January 2006 to November 2007 Human Resources Service Center Manager (July 2006 - November 2007) Senior Human Resources Operations Specialist (January 2006 - June 2006) - Selected to manage a partly developed new call center, successfully achieving the center’s needs and meeting management’s goals - Designed and facilitated process change training, ensuring consistent buy-in of all stakeholders on the front end, ensuring compliance controls on the back end - Coached team and managed staff developmental strategies, ensuring all individual goals were in alignment with organizational goals and were successfully met - Utilized employee feedback and call center casework trends, introducing metrics for objective analysis, enabling future educational strategy planning - Reviewed processes and records, closing efficiency gaps, meeting compliance requirements, providing process flow documentation, and preparing user-friendly reference materials and job aids - Analyzed and identified key resources, hired and developed staff, improving morale and productivity - Re-established service level agreements and developed collaborative partnerships with HR, other departments and external vendors - Established documentation of over 150 HR processes through Visio workflow maps and a document control system for all maps, supporting forms, instructions and templates HR Freelance Work (Contract Consultant) 1994-2005 > Nobel Learning Communities, Inc. (West Chester, PA) - Improved, documented processes for on-boarding, open enrollment, other HR functions - Designed, distributed on-boarding instructional material to principals for 170 schools > Journey Communications, Inc. (Berwyn, PA) - Redesigned the employee selection process for efficiency, effectiveness, legal compliance - Conducted successful recruitment, following systematic and objective job analysis - Developed several extensive job aids and improved office forms and processes > Commerce Bank (Philadelphia Region) - Evaluated employee and bank branch performance within specific criteria on a deadline > US Census Bureau (Wilkes-Barre, PA) - As Crew Leader, coordinated on-time completion of 2,500+ census questionnaires assigned - Trained, supervised, and motivated a staff of 32, and evaluated them for continued hire > EXIMIAS Pharmaceutical Corporation (Berwyn, PA) - Managed temporary workforce, creating a systematic process for hiring and separation > MFRI Inc./Tern Wireless (Stroudsburg, PA) - Assisted in preparing a wireless telecommunications company for network deployment Playgroups, Inc. (Monroe County, PA), Founder and President, 1988-1994 - Created and managed a 501(c)3 non-profit corporation for education and support to parents - Recruited, developed, trained and maintained a volunteer workforce of 30 - Developed and facilitated educational programs EDUCATION M.A., Industrial/Organizational Psychology, West Chester University (West Chester, PA) 2006; magna cum laude B.A., Psychology, English (double major) Temple University (Philadelphia, PA) 2003; summa cum laude COMPUTER SKILLS Microsoft: Word, Excel, PowerPoint, Visio, FrontPage HRIS: ADP/HR Perspective, UltiPro HRIS (including COGNOS Impromptu Report Writing, Lawson HRIS Great Plains AFFILIATIONS Society for Human Resource Management (SHRM) International Society for Performance Improvement (ISPI)