Gina Stokes
St. Louis,MO
Summary
Goal-oriented and personable professional with comprehensive knowledge surrounding compensation, recruitment and employee relations. Engages with HR service providers and suppliers on HR systems, payroll, insurance. As well ass training and development to promote a high performing organization with efficient operating systems, professional and skilled staff. Maintains a strong stakeholder focus and service-oriented attitude with excellent organization and interpersonal skills to excel in multi-cultural environments while cultivating a positive work environment, and collaborating with all levels of management.
Overview
12
12
years of professional experience
Work History
Area Director of Human Resources
Saint Elizabeth's Adult Day Care Centers
03.2023 - Current
- Managed integration, configuration and administration of HR systems.
- Designed and implemented employee engagement strategies to improve morale, retain talent and maintain business continuity.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
- Recruited, negotiated salaries and benefits, performed reference checks, and hired key leadership positions to strengthen management team.
- Maintained and developed job descriptions, onboarding handbooks and training programs.
- Drafted and implemented policies, procedures and updated employee handbook.
- Supervised details of personnel transfers and promotions.
- Coordinated and worked with management on performance evaluations, supervisory practices, dispute resolution, and employee accountability.
- Made recommendations for corrective action in employees with performance issues.
- Maintained open-door policy to encourage employee communication and conflict resolution.
Collections Manager
US Bankcorp
02.2020 - 02.2023
- Train and mentor new employees on collection methods, documentation requirements and performance strategies.
- Supervise staff of 14-18 cross-trained collection agents that successfully apply skill and build confidence to implement effective strategies and exceed department standards by collecting over $1M per week in customer and commercial account collections.
- Listen to analyze 50+ calls weekly via client communication through phone observation to cross-reference development and compliance.
- Lead call calibrations to rate and discuss collection calls to effectively evaluate agent performance and improve overall customer experience.
- Work cross departmentally with customer service, legal team and recovery team to manage default issues and to assess possible inadequacies in internal systems so to implement workable solutions.
- Research accounts and complete due diligence to resolve collection problems.
- File and address employee complaints in accordance with company policies and government regulations.
- Perform administrative tasks such as time and record keeping, writing correspondence and gathering materials, and completion of biweekly payroll.
- Facilitate successful internal and external audits through sound and thorough documentation.
- Piloted Internal Bank program, Collections Made Easy (CME). Currently serving on CME Council.
- Review and revise department training manuals for accuracy.
- Advise senior leadership on program feedback, serve as subject matter expert for business lines policies and procedures.
- Prepare Quarterly, Bi-Annual, and Annual Reviews.
Assistant Director of Human Resources & Operations
1st Choice Delivery, LLC
01.2019 - 12.2019
- Conferred with supervisors to review, determine and recommend actions relative to human resource matters.
- Oversaw day-to-day production activities in accordance with business objectives.
- Defined, implemented and revised operational policies and guidelines.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Monitored budget and utilized operational resources.
- Managed procurement, inventory and warehouse operations.
- Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
- Assessed performance management structures and implemented enhancements to improve frameworks and strengthen results.
- Modernized and improved operational procedures to increase productivity and profitability while tightly controlling costs.
- Recruited, hired and trained warehouse managers, working to establish key internal functions and outline scope of positions.
- Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Coordinated leadership workshops to educate warehouse managers on best practices to optimize productivity.
- Appraised inventory levels weekly and ordered new merchandise to keep quantities well-stocked.
- Monitored over 500 employees' day-to-day activities and made plans to rectify issues.
- Demonstrated exceptional knowledge of process optimization in relation to profit and loss.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Human Resources Generalist
Taurus Construction
08.2014 - 01.2019
- Reviewed and screened applicant resumes to identify qualified candidates.
- Reviewed existing policies and procedures to make recommendations for enhancing work productivity, recruitment, hiring processes and talent management.
- Liaised between management and employees to deliver conflict resolution, alleviate problems and interpret compensation and benefits policies.
- Planned and managed recruitment activities for new hires using strategic personnel, staffing and position management practices.
- Maintained work structure by updating job requirements and job descriptions for positions.
- Partnered with senior leadership to establish and develop corporate and HR policies and procedures.
- Contributed to annual performance appraisals by working with supervisors to achieve consistency and compliance with established procedures.
- Provided troubleshooting and technical assistance in use of Kronos and Workday payroll systems.
- Conducted annual salary surveys and developed, analyzed and updated company salary budget.
Senior Loan Servicing Specialist
Missouri Of Higher Education Loan Authority
02.2012 - 01.2019
- Reviewed and validated details of loan applications and closing documentation.
- Assessed customer account histories to determine previous compliance with payment plans and loan terms.
- Set up, stored and updated customer files, department records and regulatory paperwork.
- Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Education
MBA - Human Resources Management
Webster University
St Louis, MOBachelor of Arts - Human Resources Management
Webster University
St Louis, MOSkills
- Training Programs
- Benefits Administration
- Policy and Procedure Adherence
- Employee Appraisals
- ADP/iCIMS
- Legal Compliance
- Confidential Records Management
- Workforce Improvements
- Staff Compensation and Payroll Processing
- Employee Relations
Timeline
Area Director of Human Resources
Saint Elizabeth's Adult Day Care Centers
03.2023 - Current
Collections Manager
US Bankcorp
02.2020 - 02.2023
Assistant Director of Human Resources & Operations
1st Choice Delivery, LLC
01.2019 - 12.2019
Human Resources Generalist
Taurus Construction
08.2014 - 01.2019
Senior Loan Servicing Specialist
Missouri Of Higher Education Loan Authority
02.2012 - 01.2019
MBA - Human Resources Management
Webster University
Bachelor of Arts - Human Resources Management
Webster University
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