CARL W. ROSS
Austin
Summary
Bringing expertise in implementing public health initiatives and managing human resources to drive organizational success. Skilled in data analysis, project management, and fostering partnerships with local agencies. Adept at adapting to fast-paced environments while maintaining strong leadership and communication abilities.
HR professional with robust experience in talent acquisition, employee relations, and performance management. Known for fostering collaborative team environments and driving organizational success. Skilled in conflict resolution, compliance, and developing effective HR strategies. Adaptable and dependable, ready to support changing organizational needs.
Overview
13
13
years of professional experience
Work History
HR GENERALIST
BPL Plasma
08.2024 - Current
- Handle all employee relations, investigations and performance discipline as need for support.
- Review all terminations to minimize legal risk.
- Identify talent gaps and training opportunities to be communicated to Director of L&D, Director of HR and Director of Operations.
- Support Culture Committee and local events in the market.
- Support communication about benefits, policies and procedures in partnership with Field Support Leaders.
- Partner with Operations Leadership on Annual Performance Reviews and Succession Planning.
- Handle FMLA and Workers Compensation requests to ensure compliance and care of our team.
- Review Exit and Stay interview data to give insight to field leadership and lean in on action plans to improve morale, culture, and retention.
- Support other assigned functions.
- Keep up to date with the latest HR trends and best practice.
PUBLIC HEALTH PREVENTION SPECIALIST 3
DSHS
02.2023 - 08.2024
- Implemented evidence-based policies, procedures, and regulations for public health initiatives.
- Analyzed data to identify trends in public health outcomes and develop targeted interventions.
- Utilized project management skills to ensure timely completion of projects within budget constraints.
- Maintained up-to-date knowledge of relevant laws, regulations, and guidelines.
- Established partnerships with local government agencies and healthcare organizations.
CUSTOMER CARE SUPERVISOR
Protect America
08.2017 - 01.2023
- Developing and encouraging team members to maximize their personal growth and development.
- Working effectively in a high volume setting and demonstrating an outstanding ability to listen and communicate effectively.
- Achieving financial objectives by monitoring the performance of financial objectives during each shift worked.
- Having a passion for service by demonstrating our core values of Customers, Culture, and Growth beyond normal expectations in providing customer service.
- Demonstrating leadership through example.
- Defusing and resolving customer experiences and employee issues in a positive, professional and timely manner.
- Managing KPI's, call handle time, and sales metrics.
- Reviewed call volume data to develop strategies that improved response times and increased overall efficiency of the department.
ACCOUNT MANAGER
TWC/Spectrum
06.2016 - 07.2017
- Maintains customer and account team relationships.
- Act as a customer advocate with all internal organizations.
- Develop solid understanding of solution technologies and Charter products and services for assigned customers.
- Provides customer facing product utilization reports and operations performance management reviews by utilizing the appropriate tools and systems.
- Accomplishments: I have been presented with numerous emails submitted to my sup about my great customer service and solution techniques.
- Also nominated as highest graded survey for customer service in my account manager position role this year.
GENERAL CARE TECH
Protect America
07.2014 - 06.2016
- Assisting customer with the installation and troubleshooting of their alarm system, as well as updating any essential account information on the account that customer needs current.
- In my role, I also have a quota that is expected to be met for customer sales, as well as ensuring customer experience is superb, maintaining excellent quality for QA quotas.
- Accomplishments: Over the year that I have been with Protect America I have been able to have many positive customer feedbacks, as well as been able to successfully complete many alarm system installations for our customers.
CENTRAL CHECKOUT SUPERVISOR
HEB
11.2012 - 05.2014
- Ensured correct lane ratios and monitored baggers and checkers productivity.
- Managed our labor budget, quota sells for the store and ensured unit sales were met for the front end.
- Accomplishments: Utilized individual training and motivation with employees to aid in quality customer service.
- With the implementation of individualized training the company's best place to shop scores went up from 60% to 96%.
- This was a Major accomplishment for myself and my team.
Education
HIGH SCHOOL DIPLOMA -
PFUGERVILLE HIGH SCHOOL
Texas01-2013
Skills
- Time management
- Team motivation
- Remaining calm in stressful situations
- Ability to make quick decisions
- Ability to work in a fast pace environment
- Cash handling
- Checking on a cash register
- Strong leadership skills
- Quality customer service
- Hospitality
- Sales
- Organization skills
- Able to adapt
- Creative
- Goal oriented
- Patient Health Education
- Critical Thinking
- Overseeing Logistics
- Business Development
- Constructive Feedback
- Business Projections
- Knowledge of ADP/Payroll Systems
Timeline
HR GENERALIST
BPL Plasma
08.2024 - Current
PUBLIC HEALTH PREVENTION SPECIALIST 3
DSHS
02.2023 - 08.2024
CUSTOMER CARE SUPERVISOR
Protect America
08.2017 - 01.2023
ACCOUNT MANAGER
TWC/Spectrum
06.2016 - 07.2017
GENERAL CARE TECH
Protect America
07.2014 - 06.2016
CENTRAL CHECKOUT SUPERVISOR
HEB
11.2012 - 05.2014
HIGH SCHOOL DIPLOMA -
PFUGERVILLE HIGH SCHOOL