Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
Generic

Gary Garland II

Atlanta,GA

Summary

Engaged, organized Technology Management graduate with 15+ years of excellent work experience in consumer-focused management, research, and HR background. Consistently recognized for problem-solving skills used to rapidly and cost-effectively resolve challenging financial & legal matters; Quick learner and master of innovative technology; equally successful in team and self-directed settings; Proficient in various computer systems, software, and research methodologies; and nominated lead on group projects.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Human Resources Associate/ Head of Recruiter

Paradies Lagardere
01.2021 - 02.2024
  • Ensure proper timekeeping and accuracy of other components of payroll
  • Collaborate with a team to organize and help various events for employees, prospective employees, and the airport
  • Conduct regular audits of various processes to ensure efficacy and compliance (IE: Employee files, training modules, onboarding, employee engagement, etc...)
  • Maintain employee files
  • ADA, employee relations, and operations assists
  • Coordinate and attend recruiting events onsite interviews and offsite
  • Aide in processing and training new hires and ensuring successful onboarding
  • Prepare employee counseling and follow up with the delivery of documentation
  • Develop employee incentives and other rewards and recognition programs to enhance employee morale and support a positive employee culture
  • Manage employee benefits and annual benefit elections
  • Act as an advocate for employees to support the company's Open Door Policy.
  • Created and delivered HR training sessions to staff, managers, and executives.

Shift Lead

Instacart
10.2019 - 03.2021
  • Exercise autonomy and use your owner mindset to coach a team of in-store shoppers, support and improve in-store operations, perfecting efficiency
  • Manage day-to-day and on-the-ground operations in partnership with Operations Leadership, with a goal of delivering high-quality orders to customers in the most efficient way possible
  • Onboard new shoppers and supply continuous structured guidance and support to the in-store shopper teams-including actionable feedback for improvement to help them achieve individual performance goals
  • Develop new processes with vendors and supply added feedback on improving different processes put in place by retailers.

Training Manager, Shopper Learning

Instacart
03.2018 - 10.2019
  • Conduct quantitative and qualitative research to form a learning roadmap for employees
  • Develop new learning content from start to finish for a range of trainee learning styles
  • Gather shopper feedback on existing content to recommend service improvements to management
  • Collaborate cross-functionally and manage relationships with third parties
  • Maintain industry best practices to educate employees on shaping and redefining the customer experience
  • Trained call center staff tier two and tier three on what in-store shoppers' activities day-to-day
  • Facilitated new management hires in my store location on how to ship customer orders
  • Demonstrated the Instacart culture in-store compared to the full-service shopper
  • Facilitated learning modules and materials for the team of trainers and brainstormed new ideas to help successfully bridge new shoppers
  • Facilitated feedback for the quality team on ways to improve the app process and streamline the tools that are used in the shopper app
  • Facilitated surveys with vendor stores on improving the partnership with stores and Instacart policy and procedures
  • Developing new areas of opportunity and easing new test tools on shift with my shoppers.
  • Managed new employee orientation training process for more than 350 employees each year.

Customer Service Advocate/ Trainer

Verizon Wireless
02.2017 - 02.2018
  • Assumed ownership over team productivity and managed workflow to meet and exceed quality service goals
  • Worked with upper management to ensure proper changes were made to improve customer satisfaction
  • Overseen customer account management, including negotiating contracts and agreements to maximize profit
  • Examined and resolved customer inquiries and complaints in an empathetic manner
  • Cross-trained and backed up other client service managers
  • Developed engagement tools with the learning and development department on how to teach the material in a different arrangement
  • Developed a team of associates that eased, new, and improved call scenarios to train new associates coming to the floor
  • Brainstormed with the quality team on ways to help improve call center staff, tone, diction, and ability to answer consumers' questions
  • Facilitated new measure criteria on the new process about new phone plans, change phones, accessories buyback, and payment plan enhancements.
  • Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring by30%.

Education

Bachelor of Science in Technology Management -

Clayton State University
Morrow, GA
05.2008

Associate's degree in Information Technology - Information Technology

Gordon State College
Barnesville, GA
05.2004

Skills

  • Microsoft Office11 (Word, Excel, Outlook, Access, Publisher, PowerPoint, Visio, Project, SharePoint, OneDrive, Teams, OneNote)
  • Adobe Creative Suite (PDF)
  • Slack
  • Lattice
  • Operating Systems: MS Windows, Mac OS, AS400, IOS, Android, UltiPro, DC
  • Professional Skills: Human Resources, E-Verify, Talent Acquisition, Talent Development, Instructional Design, Personal Trainer, Qualitative Research, Content Development, Benefit Resource, Curriculum Development, Employee Orientation, Change Management, Project Management, Learning Technology, Help Desk, Talent Acquisition, Compliance Management, HR Sourcing, Social Media Management, ATS, Interviewing, Process Improvement, Employment & Labor Law, Clerical Experience, Microsoft Excel, Administrative Experience, Microsoft Word, Recruiting, Employee Relations, HRIS, Benefits Administration, PeopleSoft, Workday, Google Suite, Teaching, Google Docs, Time Management, Sales, Negotiation, Hospitality, Restaurant Experience, Accounting, Customer Service, Leadership, Communication Skills, Team Management, Management, Quality Control, ADP, Analysis Skills, Human Resources Management, Office Management, Performance Management, Kronos, Technical Support, Workers' Compensation, Continuous Improvement, Conflict Management, GM Vehicles, Active Directory, Forecasting, Filing (10 years), Microsoft Office, Manufacturing (5 years), SAP, FMLA, Data Collection, Organizational Skills, Meeting Facilitation, Records Management, DocuSign, Compliance Management, Interviewing, Sourcing, HR Sourcing, Personal Assistant Experience, SharePoint, Microsoft Access, Google Suite, Customer Service, Technical Support, Conflict Management, Typing, Training & Development, Content Development, Help Desk, Operations Management, Operating Systems, Windows, Continuous Improvement, Presentation Skills, Research, Hospitality, Manufacturing, Team Management, Marketing, Data Collection, Google Docs, Data Center Experience, Sales, Leadership, iOS, Curriculum Development, Android, Succession Planning, Restaurant Experience, Teaching, Mac OS, Active Directory, Quality Control, Workday, ATS, Office Management, Clerical Experience, Social Media Management, Forecasting, Payroll, Recruiting, Content Creation, SAP, Time Management, Microsoft Office, Driving, Management, Computer Skills, Communication Skills, Negotiation, Project Management, Learning Technology, Instructional Design, Analysis Skills, PeopleSoft

Certification

  • ServSafe
  • Driver's License
  • Professional In Human Resources
  • Food Handler Certification
  • Senior Professional in Human Resources

Personal Information

  • Relocation: Anywhere
  • Title: HR Generalist

Timeline

Human Resources Associate/ Head of Recruiter

Paradies Lagardere
01.2021 - 02.2024

Shift Lead

Instacart
10.2019 - 03.2021

Training Manager, Shopper Learning

Instacart
03.2018 - 10.2019

Customer Service Advocate/ Trainer

Verizon Wireless
02.2017 - 02.2018

Bachelor of Science in Technology Management -

Clayton State University

Associate's degree in Information Technology - Information Technology

Gordon State College

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Gary Garland II