Myron Harris
Chicago,IL
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. A strong history of HR Operations, HRIS and Learning & Development as well as leading and developing HR departments from the ground up. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Manager, HR Operations
Rush University Medical Center
06.2022 - Current
- Manage the Transaction Processing Team within the Employee Service Center, including but not limited to acquiring and on-boarding talent, establishing work schedules, developing team members, establishing goals, and assessing performance
- Utilize metrics, customer feedback, and quality control processes (e.g., root cause analyses, knowledge gap analyses, training needs analyses, critical incident reviews, etc.) to ensure delivery of reliable, accurate and efficient people process transaction processing within established service level agreements
- Design new processes, map out existing processes, and contribute toward solving process-related challenges that our department and the broader HR organization may encounter
- Responsible for designing and executing operational processes to ensure knowledge/content is periodically reviewed to keep current, accurate, and complete
- Maintain up to date knowledge base and ensure compliance with all Federal, State, and local employment laws, regulations, and requirements
- Ensure each associate within the Employee Service Center adheres to all company and departmental policies and procedures related to the handling of personal information.
Manager, HR Training & Quality
Rush University Medical Center
09.2019 - 07.2022
- Responsible for developing, implementing, and managing the quality review program that monitors and evaluates the quality of inbound and outbound communications through all channels for accuracy and adherence to quality and customer service standards
- Assess and remedy department's training and development needs in partnership with the HRSC leaders to develop training plans and to identify future learning goals and objectives
- Assist the Director of HRSC in development, implementation and management of a quality review program that monitors and evaluates the quality of inbound and/or outbound communications through all channels for accuracy and adherence to quality and customer service standards
- Conducts quality audits within HRSC, provides coaching, recommendations, guidelines, and develops short- and long-term solutions to ensure HRSC meets SLAs and deliver accurate, timely and courteous customer service
- Assists in recruiting, interviewing, onboarding, training, coaching and mentoring ESC agents
- Utilize outcomes of the quality reports to ensure ongoing process improvement.
Senior District Trainer, Learning & Development
Verizon Wireless
07.2017 - 09.2018
- Create new process to deploy strategic communications for product launch content and training deliverables to district level teams resulting in 100% successful product launches for the southeast market in 2018, and in a system that saved time and money
- Develop employee training program content which led to 23% increase in customer satisfaction and 7% growth in sales in 2018
- Deliver virtual and face to face training sessions on retail new hire, management coaching, leadership development, advanced selling skills, and technical training courses for over 80 staff members
- Deliver over 200 virtual and face to face training sessions for management coaching, leadership development, advanced selling skills, technical training and new hire courses
- Project Leader for Verizon Hurricane Michael Emergency Response Team of 200 employees, organized volunteer housing, coordinated Verizon store infrastructure repairs and power restoration, and provided communications to reconnect families impacted by the disaster.
Senior Training Consultant, Indirect Sales
Verizon Wireless
06.2013 - 07.2017
- Manage team of 10 Indirect Trainers through daily responsibilities of delivering Verizon Wireless selling courses, product material and certifications to their Indirect stakeholders
- Manage regional product and device launch initiatives including project planning, risk and issue management, measuring results of pre/post implementation, and system deployments for over 1700 employees
- Deliver face to face and virtual training sessions on management coaching and staff development to over 150 Indirect managing partners
- Training led to 13% reduction in employee turnover and 9% increase in sales in 2017
- Project Leader for annual Indirect Training Summit for over 200 leaders from our Indirect partners to determine specific training courses, technology, training resources that best align our company goals.
Senior Trainer, Retail Sales
Verizon Wireless
06.2006 - 06.2013
- Deliver face to face training sessions to retail new hires, managers and non-customer facing employees on new product launches and selling skills
- Coach and mentor managers on daily responsibilities and career progression to ensure proper synergies and guidance
- Partner with national curriculum development teams on national project curriculum development and project support for curriculum review, certifications, UAT testing, and content revisions
- Create PowerPoint presentations for Marketing teams to incorporate in their rollout of new product launches I was responsible for delivering for over 2300 employees throughout the Midwest area.
Education
Master of Business Administration (MBA) - Project Management
Keller Graduate School of Management
Chicago, ILBachelor of Arts - Communications
Northern Illinois University
DeKalb, ILSkills
- ServiceNow
- Infor
- HRIS
- Articulate
- Captivate
- Camtasia
- Adobe Connect
- Adobe Premier
- PeopleSoft Sales Force Automation
- Microsoft SharePoint
- Microsoft Office Suite
- Performance Management
- Employee Engagement
- Strategic planning
- Internal communications
- Project management
- Employee engagement
- Conflict resolution
- HR policy development
- Performance management
- Onboarding processes
- Change management
- HR analytics
Certification
- Certified Scrum Master, Scrum Alliance, Chicago, IL
- CTT+, CompTIA, Chicago, IL
Timeline
Manager, HR Operations
Rush University Medical Center
06.2022 - Current
Manager, HR Training & Quality
Rush University Medical Center
09.2019 - 07.2022
Senior District Trainer, Learning & Development
Verizon Wireless
07.2017 - 09.2018
Senior Training Consultant, Indirect Sales
Verizon Wireless
06.2013 - 07.2017
Senior Trainer, Retail Sales
Verizon Wireless
06.2006 - 06.2013
Master of Business Administration (MBA) - Project Management
Keller Graduate School of Management
Bachelor of Arts - Communications
Northern Illinois University
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