Carlyn Ferrell
Avondale,AZ
Summary
As an Employee Retention Specialist, I am committed to implementing effective strategies that promote employee satisfaction, engagement, and long-term retention. With a data-driven approach and strong interpersonal skills, I aim to create a positive and supportive work environment where employees thrive and contribute to the organization's success. I'm dedicated and results-driven Employee Retention Specialist with a proven track record in developing and implementing strategies to foster employee engagement, satisfaction, and loyalty. Adept at analyzing workforce data, identifying trends, and designing targeted initiatives to enhance retention rates. Strong understanding of the factors that impact employee turnover and the ability to create customized retention programs to address specific organizational needs. Human resources manager offering several years of management experience and development of high-performing teams through recruitment, training, organizational development and evaluation of performance. Strong record of accomplishment working with senior managers to build organization to meet performance goals. Strong background in directing hiring practices, designing pay structures, developing employee policies, managing employee payroll and benefits and working with executive team to develop talent acquisition and retention goals.
Overview
12
12
years of professional experience
Work History
Human Resources Manager
Protiviti (contract)
02.2023 - Current
- Managed employee relations issues, including resolving disputes and conducting investigations
- Provided support and guidance to managers on employee relations issues, resulting in improved employee morale and retention
- Counseling/Providing disciplinary action to over 1500 call center employees
- Advised management on performance management and employee relations issues, resulting in improved working relationships
- Collaborated with managers to resolve complex employee relations issues with positive outcomes
- Developed and implemented a comprehensive employee relations program that improved employee satisfaction
- Developed and maintained a system for tracking vacation and sick leave requests, ensuring accurate payroll records
- Managed FMLA & ADA concerns
- Worked with the HRIS System
- Held exit interviews and documented information discussed with employees.
- Organized orientation sessions for new hires and provided them with onboarding information.
- Coordinated employee benefits programs, including health insurance and retirement plans.
- Resolved conflicts between different departments or personnel using sound judgment to maintain a harmonious work environment.
- Prepared end-of-period payroll tax returns.
- Researched and resolved employee payroll questions and issues via email, phone and in person.
- Processed and issued paychecks and earnings statements.
- Extracted information from payroll system and generated reports for various departments and vendors.
- Verified past employment of candidate hires.
- Created payroll-related reports for pension plans, insurance, and other benefits.
- Prepared quarterly reports for government agencies such as 941s, W-2s, 1099s.
Human Resources Generalist
State of Arizona
10.2021 - 01.2023
- Worked with the HRIS System
- Providing information to employees on counseling, benefits and other services and programs available to them
- Collecting and analyzing data
- Inspecting and improving the physical environment, such as lighting and security
- Creating and conducting training for employees
- Investigating workplace situations
- Helping with the recruitment and hiring processes
- Addressing complaints from employees
- Improving HR policies and the way the company treats employees to improve team relationships
- Developed and managed an organizational structure that allowed for effective resource allocation and delegation of tasks.
- Conducted workplace investigations to address allegations of harassment or discrimination, ensuring a safe work environment.
- Assisted with recruitment initiatives by interviewing and talent sourcing.
- Assisted with budget preparation for HR-related expenses, including training, benefits, and employee programs.
- Hired employees and processed hiring-related paperwork.
- Scheduled or conducted new employee orientations.
- Sourced, qualified and conducted screening interviews with job candidates.
- Established and maintained trusted relationships around organization to optimize business and employee experience.
- Administered employee benefits programs, including health insurance and retirement plans, ensuring compliance with federal and state regulations.
- Maintained and updated organizational charts, employee handbooks or performance evaluation forms.
- Developed employee handbooks, including design and layout.
- Informed job applicants of duties and responsibilities, compensation, and benefits.
- Managed payroll processing functions including timekeeping records, deductions and tax withholding calculations.
- Maintained employee records in compliance with federal and state laws, ensuring accuracy and confidentiality.
- Searched for qualified job candidates using computer databases, media advertisements or employee referrals.
- Assisted with recruitment efforts by sourcing candidates through various channels such as LinkedIn, Indeed, Glassdoor.
Employee Relations Specialist
Bank of America
07.2017 - 10.2021
- Promoted employee welfare by maintaining proper protocols throughout investigations and disciplinary procedures
- Counseled internal employees with trauma
- Answered management and employee questions, interpreted contracts and resolved issues
- Assisting and researching Confidential & Proprietary cases
- Facilitated with creating domestic violence events for the phoenix area.
Assistant Team Manager
Bank of America
07.2014 - 07.2017
- Credit card, online banking, and banking services within Wealth Management clients with assets of $250k plus
- Completing any troubleshooting complications with online banking, credit cards, Mortgage and banking products
- Delegated work assignments and prioritized tasks
- Oversaw daily workloads and workflow for smooth operations
- Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth
- Initiated training sessions and coached employees to develop effective staff
- Solved problems, handled escalated issues and mitigated risks
- Coordinated and encouraged professional development among direct reports
- Motivated team members to consistently achieve or exceed performance expectations
- Set goals for performance and deadlines to comply with company plans and vision
- Coached team for success by using corrective action processes
- Analyzed and measured employee performance, taking appropriate disciplinary action.
Customer Service Representative
Bank of America
11.2012 - 07.2014
- Customer Service
- Correspondence team: imaging and workflow with mortgage documents
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Answered inbound calls, chats and emails to facilitate customer service
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Developed strong customer relationships to encourage repeat business
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Consulted with customers to resolve service and billing issues
- Set up and activated customer accounts
- De-escalated complex loan modifications
- Processed outgoing calls for additional documents in a timely manner
- Assisted with 1st, 2nd, and Home Equity loans.
Education
Bachelors Degree- Business Management/Human Resource Certificate -
University of Phoenix
Phoenix, Arizona01-2025
Skills
- Research
- Management Accounting
- Investigations Expert
- Labor Relations
- Troubleshooting (Problem-Solving)
- Recruitment strategies
- Training programs
- Company organization
- HR leadership
- Labor law compliance
- Recruitment
- Unemployment claims management
- Staffing optimization
- Microsoft office proficiency
- Diversity and inclusion
- HR analytics
- Staff management
- Career development
- Compensation structuring
- Employee morale management
- Background checks
- Talent acquisition
- Recruitment life cycle
- Personnel information systems
- Grievance handling and redressal
- Human resources operations
- Risk management
- Case Analysis
- Onboarding
- Management
- Human Resources Information System (HRIS)
- Communications
Timeline
Human Resources Manager
Protiviti (contract)
02.2023 - Current
Human Resources Generalist
State of Arizona
10.2021 - 01.2023
Employee Relations Specialist
Bank of America
07.2017 - 10.2021
Assistant Team Manager
Bank of America
07.2014 - 07.2017
Customer Service Representative
Bank of America
11.2012 - 07.2014
Bachelors Degree- Business Management/Human Resource Certificate -
University of Phoenix
Similar Profiles
Carlyn FerrellCarlyn Ferrell
Employee Relations Manager at Protiviti (contract)Employee Relations Manager at Protiviti (contract)
CHRISTIAN HERMANNCHRISTIAN HERMANN
Sales & Marketing Consultant at ContractSales & Marketing Consultant at Contract
Kara ShanksKara Shanks
Freelance Product Development Consultant at ContractFreelance Product Development Consultant at Contract