Heather Morris
HR Strategic Partner | Multi-site HR Operations
Philadelphia,Pa
Summary
Dynamic Human Resource Management Professional with over 25 years of comprehensive experience in HR operations across diverse industries, including telecommunications, human services, retail, transportation, and energy. Expertise in identifying and implementing improvements in policies and processes while proactively addressing potential challenges to ensure seamless operations. Proven ability to develop and execute workforce planning and HR strategies that align with corporate objectives, fostering a positive work environment and enhancing employee relations. Recognized for strong decision-making capabilities, adept conflict resolution skills, and a deep understanding of contractual negotiations that drive organizational success.
Overview
31
31
years of professional experience
Work History
Director of Talent Acquisition & Special Projetcs
Philadelphia Gas Works (PGW)
03.2024 - Current
- Enhanced employer branding through strategic marketing initiatives, leading to an increase in qualified applicants.
- Established partnerships with industry associations, networking groups, or other relevant organizations to enhance talent acquisition initiatives.
- Implemented data-driven decision-making processes, utilizing HR analytics tools to measure recruitment success and drive continuous improvement.
- Designed customized assessment tools to evaluate candidate fit for specific roles within the organization.
- Improved employee retention rates by developing comprehensive onboarding programs and ongoing professional development opportunities.
- Streamlined the hiring process for efficiency, utilizing applicant tracking systems and automating key tasks.
- Incorporated continuous improvement methodologies into the recruitment process, regularly assessing and refining strategies for optimal results.
- Built strong relationships with external recruiting agencies to expand talent networks and optimize sourcing efforts.
- Collaborated with senior leadership to identify staffing needs and develop workforce planning strategies.
- Conducted compensation conversations with human resources and hiring managers to foster internal and external equity.
Director- Human Resources/Organizational Development
PHILADELPHIA GAS WORKS (PGW)
01.2021 - 02.2024
- Company Overview: The largest municipally owned gas utility in the country delivering safe, reliable natural gas to 500,000 customers each year.
- Act as department representative in strategic and financial planning processes as it relates to the areas of recruitment, employee development and equality in the workplace.
- Makes determinations about hiring and discipline and recommends new ways of organizing the department to anticipate and meet new needs.
- Responsible for maintaining both a departmental perspective as well as an enterprise perspective and is recognized as the face and voice of the department.
- Manages the corporate recruiting process.
- Develops, implements and manages all aspects of both PGW’s Equal Employment Opportunity Plan and the Affirmative Action Plan.
- Oversees and coordinates all employee EEO complaints and internal workplace grievances.
- Oversees the creation and implementation of employee development programs that facilitate training.
- Act as the company’s primary contact with external community groups; minority and women’s associations; organizations representing Americans with Disabilities; employment service organizations; college placement offices; and federal, state and local Equal Employment Opportunity enforcement agencies.
- Act as DER (Designated Employer Representative) in support of the company’s drug and alcohol testing program as well as a liaison for testing service agents (MRO, SAPs and EAP Program).
- Responsibilities / Key Focus:
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Negotiated favorable contracts with vendors for reduced costs and improved service quality.
- Improved team morale and productivity by implementing comprehensive professional development program.
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Employee Relations/Labor Relations Manager
SOUTHEASTERN PA TRANSPORTATION AUTHORITY(SEPTA)
08.2018 - 01.2021
- Company Overview: 5th largest overall transportation system in the nation, serving over 4 million riders in five counties in the metropolitan area.
- Contractual interpretation and negotiation of collective bargaining agreements for various Railroad Units as well as the SEPTA Transit Police Unit.
- Represent SEPTA in arbitration, mediation, ULP’s and grievances, author settlement language and perform as Hearing Officer on Labor/3rd level grievances.
- Monitor operation application of 14 collective bargaining agreements and provide guidance on contractual language aligning with company policy applicability.
- Perform GAP analysis to determine areas where training is required and assist/conduct in the preparation of training courses/programs.
- Collaborate with Legal Department to prepare for arbitrations/hearings/ULP’s.
- Represent the Authority in unemployment compensation hearings and before Public Law Boards.
- Meet with Union Officers and Officials to identify and strategize for areas of improvement and present changes in policies and practices during Labor Management Meetings.
- Responsibilities / Key Focus:
- Selected Accomplishments
- Streamlined/organized job description/classification HR database resulting in ease of access and accuracy.
- Coordinated internal department Training Initiative for the Railroad employee base upgrading skills and improving performance.
- Partnered as a Committee Member on SEPTA’s ADA Board addressing job revisions and requests for accommodations to reduce absence and attrition.
- Provided expert guidance to senior leaders on labor relations matters, influencing key decisions that impacted overall business strategy.
- Established strong relationships with union representatives, promoting collaboration towards mutually beneficial outcomes.
- Reduced grievances and arbitration needs by educating frontline managers on techniques for enhancing interactions between labor and leadership.
- Participated in labor-management meetings to discuss labor issues.
HRO Labor Relations Manager
MERAKEY HUMAN SERVICES (formerly NHS)
01.2017 - 08.2018
- Company Overview: 50 yr-old Non-Profit with 10,000+ employees providing care to almost 40,000 adults & children throughout 8 states in the U.S.
- Collaborate with the Leadership Team to structure department teams, job titles and salary progressions.
- Coach and develop processes for new management.
- Administer and audit total compensation for 400+ employee base.
- Prepare monthly reports for Audit Department on wage and salary discrepancies and mitigate wage discrepancies for Eastern Division.
- Negotiate / implement HR policy changes to meet contractual obligations and needs of the business.
- Contractual interpretation and negotiation of collective bargaining agreements for 9 different bargaining units.
- Chair in arbitration, mediation and grievance procedures. Author settlement language and new contract language.
- Manage and administer employee bonuses and develop/implement Total Rewards Plans.
- Analyze collective bargaining trends and implement Action Plans.
- Responsibilities / Key Focus:
- Selected Accomplishments
- Negotiated a $11M wage and benefit packages for 9 different bargaining units.
- Adjudicated an average of 30 grievance settlements per quarter.
- Developed/implemented new format/structure for monthly labor/management meetings improving communications, and efficiency resulting in more meaningful information for decision making and collaboration.
Regional Human Resource Manager
VERIZON COMMUNICATIONS
01.1997 - 01.2015
- Company Overview: Leading Global Communications/Entertainment Conglomerate $130B+Annual Revenues/177K Employees
- Managed daily HR operations including employee developmental programs and retention.
- Led team training and knowledge building ensuring objectives were met.
- Partnered with Executive leaders to develop Talent strategies to include Organizational Design, Performance Management and Succession Planning for critical roles.
- Evaluated/conducted employee performance reviews and established performance action plans for improvement when applicable.
- Acted as a customer advocate, and the lead manager charged with resolving executive level escalations for Verizon footprint.
- Responsibilities / Key Focus:
- Selected Accomplishments
- Improved daily operations and overall team results for 50+ direct reports in 5 virtual locations.
- Mitigated roadblocks to first-touch resolution attainment by conducting trend analysis/developing action plans.
- Managed scheduling/staffing for multiple teams while maintaining a 99% attendance rate.
- Facilitated 20 weekly Team Calibration Sessions measuring performance via observations.
- Achieved 105% to attainment in First Time Resolution (FTR) initiatives.
- Conducted on-site and web-based training sessions used across our international footprint.
- Developed Ready-Now candidates through Succession Planning that resulted in 2 of my direct reports getting promotions to second level management.
District HR Facilitation Manager
VERIZON COMMUNICATIONS
01.1995 - 01.1997
- Managed HR operations for sales organization including recruitment, diversity, performance evaluation/management, administered discipline and participated in union arbitration and grievances.
- Delivered HR operational direction for multi-site Consumer Sales team/1200+ multi-level team members.
- Served as strategic business partner for a director & 8 managers; Managed 10 direct reports/60 indirect reports that were recognized as Center of Excellence.
- Created positive customer experience tactics, execution of customer resolution building consensus on key priorities with staff and executive managers.
- Collaborated on union/employee relations issues.
- Responsibilities / Key Focus:
- Selected Accomplishments
- Analyzed/developed/implemented District requirements for Customer Service Training ensuring compliance to the ADDIE (Analyze, Design, Development, Implement, Evaluation) model of training.
- Established/implemented and managed Succession Planning Strategy for 1st & 2nd level management.
- Maximized staffing efforts of union and management employees for associate union teams as large as 1200 and management teams as large as 70.
- Initiated performance and attendance incentives that improved employee retention.
- Surpassed attendance objective at 110% target 2012-2013 through targeted observations, coaching and development and employee engagement efforts.
Retail Credit Office Store Manager
THE MAY COMPANY (Lord & Taylor)
01.1995 - 01.1997
- Various junior HR responsibilities
- Early Experience
Education
Master of Human Resources Management - Cum Laude, Sigma Beta Delta
DEVRY UNIVERSITY, Keller Graduate School
Fort Washington, PABachelor of Arts - English and Writing
PENNSYLVANIA STATE UNIVERSITY
University Park, PAMaster’s Certification - Project Management
GEORGE WASHINGTON UNIVERSITY - School of Business
Washington, D.C.Professional Women’s Leadership Workshop - Continuing Education Credits
SIMMONS COLLEGE, Simmons School of Management
Boston, MASkills
Proficient in Microsoft Office Suite and HRIS tools
Interests
Global Travel, Reading, Line Dancing, Community Partnership (EMAN member)
Community Service
Society for Human Resource Management (SHRM)-Member ID 01700665,, Feed the Homeless; Philabundance; Ombudsman for the Elderly, Verizon Volunteer for Champion for Disadvantaged Children and Reads Program Ambassador, Women In Transit (WIT)- Professional Leadership Development Subcommittee, Boards: Valley Youth House (2021), Citizenship: USA – ability to travel domestically and abroad.
Section name
References Available Upon Request
Affiliations
Board of Directors, Center in the Park , 2021
SHRM, 2014
Timeline
Director of Talent Acquisition & Special Projetcs
Philadelphia Gas Works (PGW)
03.2024 - Current
Director- Human Resources/Organizational Development
PHILADELPHIA GAS WORKS (PGW)
01.2021 - 02.2024
Employee Relations/Labor Relations Manager
SOUTHEASTERN PA TRANSPORTATION AUTHORITY(SEPTA)
08.2018 - 01.2021
HRO Labor Relations Manager
MERAKEY HUMAN SERVICES (formerly NHS)
01.2017 - 08.2018
Regional Human Resource Manager
VERIZON COMMUNICATIONS
01.1997 - 01.2015
District HR Facilitation Manager
VERIZON COMMUNICATIONS
01.1995 - 01.1997
Retail Credit Office Store Manager
THE MAY COMPANY (Lord & Taylor)
01.1995 - 01.1997
Bachelor of Arts - English and Writing
PENNSYLVANIA STATE UNIVERSITY
Master’s Certification - Project Management
GEORGE WASHINGTON UNIVERSITY - School of Business
Professional Women’s Leadership Workshop - Continuing Education Credits
SIMMONS COLLEGE, Simmons School of Management
Master of Human Resources Management - Cum Laude, Sigma Beta Delta
DEVRY UNIVERSITY, Keller Graduate School
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