Hi, I’m
Pam Ortt
Allentown,PA
Summary
Highly versatile and passionate Human Resources and Customer Service Professional with 20+ years of experience in customer service and sales enablement strategies, human resource activities, and team building to enhance employee performance and increase company productivity, efficiency, and profitability. Excellent collaborator and communicator skilled in training and motivating teams towards top performance. Accustomed to serving as a player and a coach, willing to jump in at any moment to provide guidance, assistance, and encouragement.
HR professional with robust experience in talent acquisition, employee relations, and performance management. Known for fostering collaborative team environments and driving organizational success. Skilled in conflict resolution, compliance, and developing effective HR strategies. Adaptable and dependable, ready to support changing organizational needs.
HR professional with comprehensive background in managing diverse HR functions. Proven ability to enhance employee relations and drive organizational success through strategic HR planning. Known for fostering teamwork and adapting to dynamic workplace needs with strong communication and problem-solving skills.
Overview
25
years of professional experience
1
Certification
Work History
Quanex
HR Generalist
03.2022 - Current
Job overview
- Acts as a business partner, providing coaching and advice to management teams
- Serves as a consultant to leaders on a broad range of organizational issues of critical importance to the business; anticipates business needs
- Provides realistic solutions aligned with the site/business unit’s business objectives through organization redesign initiatives, change management, employee engagement initiatives and management development
- In collaboration with managers and supervisors, addresses and resolves employee relations issues as well as conducts formal internal investigations as necessary and coaches managers on any appropriate disciplinary process or actions
- Implements and advises on talent development, employee and team growth and succession plans across the business
- Helps leaders turn plans into actionable activities that drive the business
- Helps develop and implement employee engagement strategies and initiatives with leadership across the site
- Supports and navigates change management alongside leadership
- Partners with the management team to drive employee engagement and acts as stewards of the employee experience and Solesis’s culture
- Lead HR projects and drives the adoption of organization and process improvements through accountability and high expectations for excellence
- Implements and advises on talent development, employee and team growth and succession plans, helping leaders turn plans into actionable activities that drive the business
- Partners with leadership and talent acquisition to develop proactive organizational staffing strategies to attract and retain top caliber talent across both manufacturing and professional roles
- Serves as a trusted advisor to employees, providing guidance and support on HR policies, procedures, and programs
- Utilizes HR data and analytics to help inform and advise teams of necessary changes or adjustments
- Maintains employee confidence and protects operations by keeping information confidential
- Interfaces with all levels of management and employees to maintain a positive employee relations environment
- Administers and monitors performance management and merit increase programs; reviews and processes performance appraisals and increases in accordance with established guidelines
- Conducts exit interviews, analyzes data, and makes suggestions for improvements
- Other tasks and projects as assigned
Wehrung's Lumber & Home Center
HR Generalist/Recruiter
07.2021 - 03.2022
Job overview
- The Human Resource Generalist leads and directs the routine functions of the Human Resources (HR) department including employee onboarding, administering pay, benefits, and leave, and enforcing company policies and practices and handles insurance and 401k
- Creating a recruitment plan and calendar according to operation and sales projections
- Generating official internal documents such as offer letters, appointment letters, salary slips and warning letters
- Creating onboarding plans and educating newly hired employees on HR policies, internal procedures and regulations
- Maintaining physical and digital files for employees and their documents, benefits, and attendance records
- Creating employee engagement plans, getting necessary budget approval, and initiating activities
- Collaborating with outside vendors, upper management, and employees to maintain CSR standards conscripted by authorities
- Evaluating employee performance and appraising their pay scale accordingly
- Taking appropriate disciplinary action against employees who violate rules and regulations and addressing employee grievances
Paychex, Inc.
Senior Payroll and Human Resource Specialist
11.2018 - 07.2021
Job overview
- Leverages knowledge of Human Resource Policies, Payroll Tax and Administration processes and superb Customer Service to provide oversight and management of payroll tax processing activities
- Jointly acts as Human Resources contact to effectively resolve employee and client issues with empathy and accuracy
- Performs oversight and processing of payroll taxes for large portfolio of clients valued at $15 million
- Files tax returns, amendments, and adjustments timely and accurately
- Perform all weekly, monthly, quarterly, and annual payroll tax support services including audits
- Research discrepancies and works with clients to resolve issues quickly and effectively
- Ability to analyze data, identify key issues, and prepare comprehensive recommendations and dashboards to present to clients and leadership
- Collaborates with stakeholders to review situations and advise employees and managers regarding Human Resource matters
- Comprehensive knowledge of federal, state, and local legislations affecting the workplace
- Performs as a critical resource for different HR projects (Talent Management, Employee Engagement, Employee and Leadership Development programs)
- Prepares and presents complex business topics to internal and external stakeholders
Mattress Warehouse
Assistant Store Manager
06.2017 - 11.2019
Job overview
- Managed busy store activities to meet and exceed sales targets as well as strengthen customer loyalty and enhance the store image and brand
- Responsible for talent acquisition, HR activities and sales team management
- Created unparalleled customer service experience in $600,000 revenue per year store through focus on customers’ needs
- Performed talent acquisition and on-boarding activities to recruit high performing sales associates for team of X employees
- Motivates sales team to exceed key performance objectives that include service and sales metrics, sales and customer satisfaction goals and store compliance/audits
- Provided continuous feedback and coaching to improve individual employee and store performance
- Key Management resource to coordinate the opening of new Mattress Warehouse stores within a 50 miles radius
- Delivered operational and merchandising excellence, measured by store KPIs and sales totals achieved
- Trained employees and upheld operational policies and procedures
Sprint Connect
Assistant Store Manager
12.2016 - 06.2017
Job overview
- Managed busy store activities to meet and exceed sales targets as well as strengthen customer loyalty and enhance the store image and brand
- Responsible for talent acquisition, HR activities and sales team management
- Created unparalleled customer service experience in $1.5 million per year store through focus on customers’ needs
- Performed talent acquisition and on-boarding activities to recruit high performing sales associates for team of 5 employees
- Motivates sales team to exceed key performance objectives that include service and sales metrics, sales and customer satisfaction goals and store compliance/audits
- Provided continuous feedback and coaching to improve individual employee and store performance
- Key Management resource to coordinate the opening of new Mattress Warehouse stores within a 50 miles radius
- Delivered operational and merchandising excellence, measured by store KPIs and sales totals achieved
- Trained employees and upheld operational policies and procedures
Wells Fargo
Branch Manager Assistance Vice President
07.2012 - 10.2016
Job overview
- Managed a busy branch for retail sales and service function while maintaining the primary goal of serving customers’ needs to provide greater market share; wallet share and profitability
- Developed a vital sales and service organization, promoting teamwork with partners and other corporate departments
- Created, trained, and coached a successful sales team through the concept of development of staff as a competitive branch advantage
- Developed and administered branch budgets, business development goals and objectives, staffing models, schedules, and performance standards for $20 million in branch business
- Level 3 branch
- Human Resource policy advocate: Presented at meetings with Senior Management to bring new ideas and a strategic mindset to help improve HR activities within the branch
- Acted as a liaison for employees on payroll, benefits, and Workday issues in partnership with Payroll, Total Rewards and MK Workday
- Human Resource Policy Development: Recommended & drafted performance management action plans for branch standard violations
- Implemented new policies with employees
Olympus
Customer Service/Sales Support/Supervisor
05.2011 - 07.2012
Job overview
- Led customer service and support functions for the Americas team for medical and surgical devices
- Managed a team of customer service representatives who supported a $3B division through the support of sales teams and providing customer-facing support of hospital and surgery centers for order fulfillment, returns, and invoicing disputes
- Directly managed a staff of 45-Customer Service/Sales Support Agents by actively providing coaching and mentoring to maintain a high degree of employee productivity and morale
- Pioneered vision for Customer Service up-selling strategy to drive incremental revenue for the Medical Products business
- Created selling scripts and initiated a pilot program that generated $300k in incremental business
- Trained Customer Service Reps and rolled out an up-selling program throughout the team that generated $860k in the first fiscal year and over 1.2M in the second fiscal year
- Tracked sales KPIS and helped motivate Customer Service Representatives to increase numbers on a weekly basis
- Audited and approved VA Government quotations
- Thorough knowledge of VA, HealthTrust (HPG), Amerinet, Broadlane-Kaiser, MedAssets, Novation and Premier contracts
- Analyzed data to make positive recommendations on process improvements
- Responsible for high dollar projects from start to completion, including project to sale 5+ hours per day for fax order processing using share point
- Successfully developed and conducted training for cross-functional teams related to internal processes during the acquisition of GYRUS/ACMI, Olympus Surgical and Olympus Industrial
- Trained various departments on systems applications, J-SOX, JD Edwards, soft selling and service skills and leadership initiatives
T-MOBILE
Team Manager
01.2000 - 01.2010
Job overview
- Fulfilled a critical role in managing the performance of six supervisors for the technical support division of this multibillion-dollar leader in telecommunications services
- Conducted detailed evaluations, providing follow-up and recommendations to address areas where reinforcement is needed
- Developed Tech Care Coaches designed to meet the team's performance results across all corporate goals daily
- Pioneered the launch of the Frisco Tech Care Center for new Team Managers and Coaches
- Instrumental in the production of complete and final project documentation, incorporating Microsoft Office applications, Visio, action plans, and checklists to generate project workbooks
- Served a leadership role as the Point of Contact for the Allentown Tech Care Center, ensuring continuous customer support during system outages and scheduled downtime
- Seamlessly fulfilled a variety of HR and administration responsibilities, including all recruitment, hiring, training, and coaching of management team members and front-line employees
- As part of the Offline Functions Team, providing prompt and accurate technical support for customer issues, including those relating to handset exchanges and SIM cards, and any escalation requests from senior management
- Furnished key assistance to the development of training for Smart Access, Samson 4.6, and T-Zones
- Directed the actions of a team of 8 supervisors and 125 direct reports
Education
MUHLENBERG COLLEGEAllentown, PA
Bachelor of Arts from Human Resource Management
LEHIGH CARBON COMMUNITY COLLEGESchnecksville, PA
Associate of Arts from Criminal Justice
NORTHAMPTON COMMUNITY COLLEGETannersville, PA
Associate of Arts from Education
Skills
- JD Edwards
- Oracle
- Product Management
- SOX
- Visio
- ADP
- HR Sourcing
- Succession planning
- Data collection
- Supervising experience
- Recruiting
- Employee Orientation
- PeopleSoft
- Quality Assurance
- SAP
- Talent Acquisition
- Project Management
- Microsoft Excel
- Leadership
- Management
- Balance sheet reconciliation
- Forecasting
- Talent Management
- Human Resources Management
- Performance Management
- Interviewing
- Workday
- Workers' Compensation
- HRIS
- Networking
- HR policies and procedures
- Onboarding and orientation
- Benefits administration
- Talent acquisition
- Payroll administration
- HR analytics
- Employee relations management
- Employee counseling
- Background checks
- Employment law compliance
- Attendance management
- Job analysis
- Internal communications
- Strategic HR planning
- Organizational development
- Diversity and inclusion
- Employee retention
- Recruitment and selection
- Compensation and benefits
- Workforce planning
- HRIS management
- Employee engagement
- Employee relations
- Training and mentoring
- Event management
- Training development
- Microsoft Office Suite
- Performance management
- Negotiation
- Customer relations
- Confidential document control
- Data evaluation
- Staff management
- Wages and salary
- Vendor relations
- Employee surveys
- Complex Problem-solving
- Project management
- Employee onboarding
- Recruitment planning
- Talent management
- Candidate sourcing
- Management development
- Recruitment strategies
- Personnel recruitment
- Risk management
- Cost reductions
- Presentation preparation
- Team building
- Employment law
- Manager coaching and training
- HRIS maintenance
- Interviewing techniques
- Compensation planning
- HRIS applications proficient
- HR policy/procedure development
- Payroll completion
- Paperwork verification
- Benefits package preparation
- Recruitment life cycle
- Personnel engagement
- Grievance handling and redressal
- Conflict resolution tactics
- Payroll and benefits administration
- Policies implementation
- Personnel relations
- HR services
- Documentation and recordkeeping
- Human resources management systems
- Termination documentation
- Employee investigations
- Policy development
- Exit interviews
Certification
Professional Human Resource Management, Penn State Lehigh Valley
Assessments
- Supervisory skills: Motivating & assessing employees, 02/01/21, Highly Proficient
- Management & leadership skills: Planning & execution, 02/01/21, Familiar
- Recruiting, 03/01/21, Highly Proficient
- Management & leadership skills: Impact & influence, 10/01/20, Highly Proficient
- HR: Compensation & benefits, Proficient
Personal Information
Authorized To Work: US
Timeline
HR Generalist
Quanex
03.2022 - Current
HR Generalist/Recruiter
Wehrung's Lumber & Home Center
07.2021 - 03.2022
Senior Payroll and Human Resource Specialist
Paychex, Inc.
11.2018 - 07.2021
Assistant Store Manager
Mattress Warehouse
06.2017 - 11.2019
Assistant Store Manager
Sprint Connect
12.2016 - 06.2017
Branch Manager Assistance Vice President
Wells Fargo
07.2012 - 10.2016
Customer Service/Sales Support/Supervisor
Olympus
05.2011 - 07.2012
Team Manager
T-MOBILE
01.2000 - 01.2010
LEHIGH CARBON COMMUNITY COLLEGE
Associate of Arts from Criminal Justice
NORTHAMPTON COMMUNITY COLLEGE
Associate of Arts from Education
MUHLENBERG COLLEGE
Bachelor of Arts from Human Resource Management
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