Summary
Overview
Work History
Education
Skills
Timeline
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Carolyn Dozier Byrd

Dover,DE

Summary

Human Resources and Management Employee/Labor Relations professional with over 25 years of successful experience in Leadership and Training. Recognized consistently for performance excellence and contributions to success in the Customer Service industry. Strengths in Compensation and Benefits backed by training in Human Resources.

Overview

18
18
years of professional experience

Work History

Human Resources Manager

US Department of the Treasury
Dover, USA
07.2024 - Current
  • Led team of 10 Human Resources Specialists handling Employee Settlement Cases with EEO, NTEU and GLS.
  • Led collaboration among 10 Human Resources Specialists to address inquiries about employee benefits.
  • Evaluated employee relations cases to ensure compliance with regulatory standards.
  • Provided leadership and support to the garnishment team manager.
  • Addressed complex requests pertaining to conflicts in employee relations, settlements, and benefits issues promptly.
  • Provided ongoing feedback to staff while ensuring adherence to department policies and procedures.
  • Made determinations on attendance monitoring, leave requests and policy adherence.
  • Engaged in evaluating and selecting potential candidates during recruitment efforts.
  • Approved and denied leave requests while monitoring schedule adherence and FMLA usage trends.
  • Collaborated with business partners to develop policies for Settlement processes.
  • Lead staff responsible for executing objectives within assigned Human Resources program.
  • Conducted development and thorough assessment of HR programs addressing FMLA, payroll concerns, and settlement cases.
  • Continuously monitors programs to ensure they are operating in an efficient manner.
  • Guides development of program policies and strategies for short and long-term objectives.
  • Demonstrates active engagement in improving service delivery to both internal and external clients.
  • Developed internal standards and protocols to streamline business system operations.
  • Leveraged expertise in employee relations and organizational methods to enhance program outcomes.
  • Delivered integrated solutions to address functional problems and requirements.
  • Utilized knowledge of HR and employee relations frameworks to evaluate and deliver program outcomes consistent with strategic priorities.
  • Employed diverse communication strategies to answer questions.
  • Assigns work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees.
  • Work with employee relations to determine new work processes and procedures for desk guides and training.
  • Recommends recognition for exceptional performance and disciplinary actions as necessary.
  • Offered support to staff in handling both technical tasks and administrative responsibilities.
  • Ensured fair solutions to employee concerns in compliance with contracts.
  • Implemented discipline policies addressing both minor and serious infractions.
  • Implemented strategies to boost work quality.
  • Collaborated with external supervisors, managers, and industry representatives in meetings to address escalated employee concerns.
  • Provided program direction, advice, and solution proposals to high-level customers.
  • Managed initiatives focused on fostering professional growth and quality improvement.

Human Resources Specialist

U.S Department of Treasury
Dover, USA
06.2021 - 07.2024
  • Assisted in resolving employee relations challenges alongside LR team.
  • Processed forms for changes in medical, dental, vision, and long-term care benefits, and answered customer inquiries through tickets.
  • Consulted Labor Relations to assess and establish suspension type and duration based on decision logic table.
  • Ensured compliance with agency policies and Office of Personnel Management (OPM) standards for employee cases with labor relations.
  • Transmitted SF-52 paperwork upon completion of case handling.
  • Coordinated processing of SF-75 and TSP-19 requests in Data Insight for seamless agency transfers.
  • Handled Suspense Inquiries and History Corrections Update Processing for payroll modifications.
  • Monitored Excel spreadsheets for labor relations process data.
  • Assisted in handling employee relations complaints and inquiries while adhering to guidelines.
  • Coordinated efforts to highlight exceptional workplace performance.
  • Collaborated with Human Capital Office staff to address report inaccuracies.
  • Assisted with Position Management System Online SINQS (PMSO) as needed and maintained accuracy of records.
  • Address questions employees have regarding transfer and employee relations process.
  • Collaborated with Attorneys counsel to validate information accuracy in employee relation cases.
  • Conducted personal training sessions on LR Process focusing on database setup and access.
  • Lead liaison for process improvement and procedural changes for employee relations, and Human Resources changes and needs for future advancements of the process.
  • Continually enhanced and maintained the integrity of the LR desk guide for process development.
  • Managed desk guide organization, focusing on readiness for SharePoint release.

Compensation & Benefits Specialist

Buccini Pollin Group
Wilmington, USA
02.2020 - 06.2021
  • Processed payroll for associates promptly every two weeks.
  • Conducted bi-weekly benefits presentations for new associates on various insurance and flexible spending accounts.
  • Performed thorough checks for payroll file consistency and timeliness.
  • Managed incentive tracking database for leasing managers and senior leaders.
  • Coordinate with Recruitment team to facilitate phone screenings for open positions.
  • Conducted comprehensive employee interviews to collect job-specific data.
  • Collaborated with recruiters to conduct interviews for prospective hires.
  • Organized people cost data to support the annual budget process.
  • Managed precise contributions for 401K and HSA accounts.
  • Executed mid-year changes across all Associates using ADP and benefit selections.
  • Resolved benefit-related inquiries via email and phone.
  • Collaborated with legal team to address EEOC charges and employee relations complaints.
  • Collaborated with Vice President of Human Resources to address employee relation matters.
  • Coordinated open enrollment proceedings to ensure seamless execution.
  • Coordinate and sanction reasonable accommodation and FMLA processes.
  • Streamlined database for logging employee complaints to enhance efficiency.
  • Handled general inquiries regarding COVID-19 protocols and concerns.
  • Performed audits to ensure compliance with workers compensation standards.
  • Collaborated with Fidelity to ensure seamless 401K enrollments.
  • Analyzed variances on property allocations to assist managers.
  • Designed and launched wellness initiatives enhancing benefit programs.
  • Developed and executed comprehensive company policies.
  • Developed comprehensive policies covering maternity leave, PTO, FMLA internal processes, tuition reimbursement and bereavement.
  • Possessed in-depth understanding of Department of Labor's Fair Labor Standards Act and related regulations.
  • Implemented cost-saving Learning Management System resulting in $15,000 savings.

Human Resources Supervisor

JP Morgan Chase
Newark, USA
12.2017 - 02.2020
  • Supervised human resources department overseeing roughly 15 customer service agents.
  • Collaborated with payroll, employee policies, procedures, and employee compensations.
  • Facilitated resolution of employee relations cases in collaboration with labor relations.
  • Managed projects focused on deploying innovative HR widget and chat team solutions.
  • Enhanced project mapping capabilities by initiating new elements.
  • Collaborated to develop comprehensive solutions for payroll, policy, and benefit inquiries.
  • Supported initiatives focused on inclusion across organizational levels.
  • Evaluated existing HR procedures to identify inefficiencies.
  • Conducted daily team huddles to align on priorities and strategies.
  • Designed innovative recognition projects to foster engagement.
  • Coordinated efforts to train representatives on delivering exceptional customer experiences.
  • Evaluated potential hires to assess qualifications and fit for roles.
  • Crafted detailed descriptions for newly opened positions.
  • Prepared evaluations for yearly and mid-year performance assessments.
  • Collaborated with onboarding team to assist in checklist creation for proper procedures in integrating new hires.
  • Collaborated on human resource development initiatives incorporating technological tools for email platforms.
  • Monitored distribution box for customer service specialists.
  • Drafted comprehensive HR documents such as onboarding letters and organizational guidelines.
  • Facilitated comprehensive training sessions for employees at Access HR.
  • Facilitated collaboration across business divisions to enhance communication pathways.

Customer Service Supervisor

Sallie Mae Bank
Newark, USA
11.2015 - 12.2017
  • Oversaw team of specialists managing student loan applications.
  • Guided representatives in delivering exceptional customer service over the phone.
  • Delivered continuous feedback to enhance specialists' daily performance.
  • Managed supervision of designated staff for optimal operation.
  • Participated consistently in weekly team meetings and listening sessions.
  • Monitored staff performance for quality and quantity issues.
  • Conducted one-on-one meetings to deliver regular performance feedback.
  • Facilitated weekly team meetings to align expectations and address process updates.
  • Collaborated with HR Business Partner to address Customer Service staff concerns.
  • Screened and selected suitable candidates to fulfill organizational needs.
  • Handled escalated customer calls requiring supervisory intervention.
  • Ensured adherence to audits verifying compliance with bank regulations.
  • Logged customer concerns with Office of Customer Advocate and ensured follow-ups on policies.
  • Acquired expertise in Ulysses Learning methodology for strengthening frontline customer service capabilities.
  • Collaborated on special projects task force coordinating talent development initiatives.
  • Collaborated with learning and development to enhance training courses.
  • Enhanced team cohesion through morale-building events.
  • Designed initiatives that support supervisor adaptation to management positions.
  • Served as adjunct facilitator conducting orientation sessions for new hires.
  • Monitored associate-customer interactions to gauge service delivery quality.
  • Partnered with colleagues to drive successful execution of customer-focused programs.

Claims Manager

Delaware Claims Processing Facility
Wilmington, USA
01.2007 - 04.2015
  • Led team of six direct reports responsible for reviewing asbestos claims.
  • Collaborated with team members to ensure timely correction of errors flagged by Auditors.
  • Critiqued performance data to aid Directors in decision-making.
  • Create weekly progress summaries to pinpoint process improvement areas.
  • Managed workflow involving daily and weekly reporting activities.
  • Conducted thorough audits of asbestos claims post-review.
  • Generated reports on compliance for review, aiding the Compliance Manager in identifying improvements.
  • Conducted compliance audits to evaluate risk exposure.
  • Addressed inquiries about FMLA, medical and dental insurance, and flexible spending accounts.
  • Recorded claims information promptly to ensure accuracy.

Education

Master of Science - Public Administration

Wilmington University
New Castle, DE
01.2012

Master of Science - Human Resource Management

Wilmington University
New Castle, DE
01.2010

Bachelor of Arts - Communication Arts

Cheyney University of Pennsylvania
Cheyney, PA

Skills

  • Employee Relations
  • Benefits
  • Chief and management
  • Customer Service Liaison
  • Human Resources Specialist
  • Training
  • Labor Relations
  • Employee Settlements

Timeline

Human Resources Manager

US Department of the Treasury
07.2024 - Current

Human Resources Specialist

U.S Department of Treasury
06.2021 - 07.2024

Compensation & Benefits Specialist

Buccini Pollin Group
02.2020 - 06.2021

Human Resources Supervisor

JP Morgan Chase
12.2017 - 02.2020

Customer Service Supervisor

Sallie Mae Bank
11.2015 - 12.2017

Claims Manager

Delaware Claims Processing Facility
01.2007 - 04.2015

Master of Science - Public Administration

Wilmington University

Master of Science - Human Resource Management

Wilmington University

Bachelor of Arts - Communication Arts

Cheyney University of Pennsylvania

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Carolyn Dozier Byrd