Senior-level HR and Training & Development leader with a consistent, proven track record of success.

  Promoted to positions of greater HR responsibility at State Farm Insurance for outstanding performance.

  Experience working closely with executives and leading large teams and major project initiatives.

  Turned around underperforming HR operations and played a key role in corporate restructuring.

  Stellar ability to recruit a diverse group of candidates, from college students to managers and executives.

  Exceptional ability to lead training programs that meet or exceed performance metrics.

  Sound judgment and a work history of proactively identifying and resolving problems in real time.

Talent Acquisition & Management Team Building/Leadership Staff Management/Training

Leadership Development Programs Succession Planning Sourcing and Recruiting

Employee Relations & Engagement Organizational Development Hiring and Onboarding

Policies and Procedures Change Management Compensation

State Farm Insurance Mar. 2002-Present

Customer Care Center Learning Dean Bloomington, IL (Dec. 2014-Present)

  Reporting to the Chief Learning Officer and the Vice President of Customer Care Center, oversee a $32 million annual learning budget and programs that impact 7,000 employees.

  Support six customer call centers, a shared services area and an administration area.

  Implement new learning approaches to improve staff performance, including simulations, video on demand, social communities and knowledge management tools.

Achievements:

  Reduced the time to deploy services from the training environment to live production by 50%.

  Increased quality scores and decreased the average handle time.

  Led a cross-functional project team that redesigned the training curriculum for sales call center and service call center representatives, including simulated and sandbox learning.

  Ensured a consistent knowledge management platform was used to organize, store and maintain information that contact center representatives need to perform their duties.

Agency Recruiting Manager Bloomington, IL (Oct. 2011-Dec. 2014)

  Leveraged Lean/Six Sigma methodology to create standard processes and operational efficiencies.

  Exceeded agent placement growth targets over three consecutive years across the states of Illinois, Indiana, Michigan and Ohio.

  Achieved a net growth of 68 storefronts after hiring 388 independent contractor agents

  Decreased cost per selection 20% and reduced staff while exceeding all key performance indicators.

  Praised by management for turning around what had been an underperforming HR Team.

State Farm Insurance (continued from page 1) Mar. 2002-Present

Enterprise Recruiting Manager Bloomington, IL (Apr. 2011-Oct. 2011)

  Led a Project Team that developed and designed a new organizational structure and implemented the transition plan, staffing, processes and change strategy.

  Managed a team of HR professionals dispersed across multiple locations that recruited personnel for all levels of leadership.

  Worked closely with executives to determine staffing goals and strategies.

Corporate HR Client Services Manager Bloomington, IL (Oct. 2009-Apr. 2011)

  Oversaw a $12 million budget while helping the company through an organizational restructure.

  Acquired talent for all corporate departments, from support level up to the executive level.

Manager, Corporate HR Bloomington, IL (Aug. 2008-Oct. 2009)

  Led a team of HR representatives that provided a variety of support to corporate general departments, the Activities Department and the HR Records Division, including hiring personnel.

  Oversaw service delivery including succession planning, talent management, performance management, employee engagement, organizational design, leadership coaching, compensation and employee relations.

Enterprise Recruiting and Retention Analyst Bloomington, IL (Dec. 2007-Aug. 2008)

  Performed research and recommendations related to termination appeals on behalf of the Vice President of Human Resources, including developing processes to track misconduct reviews.

  Worked as part of a team that centralized the HR Investigations Unit by creating training documents, communications policies and new processes/workflows. 

HR Representative Winter Haven, FL (Jan. 2006-Dec. 2007)

  Performed a wide variety of HR functions, including leadership coaching, compensation, policies and procedures and employee relations, engagement and onboarding.

HR Recruiter Concordville, PA (Jan. 2005-Jan. 2006)

  Recruited recent college graduates for multiple departments and the Summer Intern Program.

Property and Casualty Underwriting Team Leader Concordville, PA (Mar. 2002-Dec. 2004)

  Coached agents and underwriters on best practices, processes and procedures.

Bachelor of Science (BS), Psychology, with a minor in Communications; Kutztown University
Chartered Life Underwriter (CLU), American College

Birkman Certified Coach and Consultant