PHYLICIA GILZENE
White Plains
Summary
Results-driven HR Business Partner and Workforce Leader with 17+ years of experience supporting complex, multi-site operations in union and non-union environments. Expertise in employee relations, labor compliance, benefits & leave administration (FMLA, ADA), workforce planning, and performance strategy. Proven ability to partner with senior leadership to reduce risk, strengthen culture, and improve organizational effectiveness. Experienced in remote case management, HRIS systems, and high-volume employee support models.
Overview
13
13
years of professional experience
Work History
Claims Examiner II
Matrix Absence Management
01.2019 - Current
- Manage 300+ concurrent leave and disability claims in a remote, compliance-driven environment.
- Ensure compliance with FMLA, ADA, HIPAA, and state-specific regulations, reducing employer risk exposure.
- Advise employees, managers, and HR partners on policy interpretation and leave eligibility.
- Maintain strict confidentiality while documenting cases in HRIS and case management systems.
- Identify trends and recommend process improvements to improve service levels and turnaround times.
Fulfillment Manager – Omni Channel / Recruiter
Macy’s
01.2018 - 01.2019
- Led workforce strategy and recruitment for 20+ associates in union-supported environment.
- Conducted performance management, investigations, corrective action, and employee coaching.
- Delivered compliance and workplace conduct training (anti-harassment, safety, labor policy).
- Partnered with district leadership to optimize workforce planning and staffing models.
Merchandise Operations Manager
Macy’s
01.2017 - 01.2018
- Directed 25+ associates and implemented structured engagement initiatives increasing survey results by 10%.
- Strengthened accountability frameworks and performance standards.
- Collaborated cross-functionally to align workforce resources with business demands.
Assistant Store Manager
Steve Madden
01.2013 - 01.2015
- Led recruitment, onboarding, coaching, and development initiatives.
- Achieved top district sales ranking through leadership alignment and performance coaching.
Education
Associate Degree - Business Administration
Westchester Community College
Skills
- HRIS Platforms
- Leave Management Systems
- Case Management Software
- Microsoft Office Suite
CORE COMPETENCIES
- HR Business Partnership
- Employee Relations & Workplace Investigations
- Labor Relations
- FMLA / ADA / HIPAA Compliance
- Policy Interpretation & Risk Mitigation
- Performance Management & Coaching
- Talent Development
- Workforce Analytics
- Union Environment Experience
- HRIS & Case Management Systems
- Remote Workforce Support
Timeline
Claims Examiner II
Matrix Absence Management
01.2019 - Current
Fulfillment Manager – Omni Channel / Recruiter
Macy’s
01.2018 - 01.2019
Merchandise Operations Manager
Macy’s
01.2017 - 01.2018
Assistant Store Manager
Steve Madden
01.2013 - 01.2015
Associate Degree - Business Administration
Westchester Community College