Shannon Brown, SHRM-CP
Westfield,IN
Summary
Proven leader in HR and client management, excelling in data-driven decision-making and diversity inclusion at Carrington Mortgage Holdings. Spearheaded initiatives reducing turnover by 30%, enhanced compliance, and fostered inclusive cultures. Expert in employment law and coaching, driving significant improvements in employee satisfaction and legal adherence.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Employee Relations Manager
Carrington Mortgage Holdings
12.2017 - 07.2024
- Developed strong relationships with department heads, enabling open communication channels for addressing employee concerns swiftly and effectively.
- Collaborated with HR team to establish useful implementation of employee relations programs and initiatives.
- Identified trends in exit interview data and developed actionable plans for addressing common pain points expressed by departing employees.
- Supported employees during times of change or restructuring through transparent communication efforts, leading to improved morale during transitions.
- Managed sensitive personnel issues discreetly while adhering closely to confidentiality guidelines outlined in company policies or legal requirements.
- Resolved conflicts and disputes through mediation and negotiation, fostering a positive work environment.
- Reduced turnover rates by creating targeted retention initiatives tailored to high-potential employees' needs.
- Managed conflict resolutions to encourage professional and positive relationships and peace and order.
- Evaluated and updated company policies regularly to ensure compliance with changes in labor laws or industry best practices.
- Provided guidance to management on navigating complex employee issues, resulting in fewer legal disputes.
- Organized and facilitated employee focus groups to gather feedback and insights.
- Monitored and enforced company policies and procedures to determine compliance with applicable laws and regulations.
- Conducted thorough investigations into allegations of misconduct or policy violations, ensuring fair outcomes for all parties involved.
- Counseled and advised leaders on appropriate next steps in disciplinary processes.
- Facilitated communication and collaboration with employees and management to encourage teamwork and rapport.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Identified and implemented appropriate strategies to increase employee satisfaction and retention.
- Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance.
- Liaised between multiple business divisions to improve communications.
- Company representative for EEOC mediation cases
- Wrote position statements on company's behalf in response to EEOC charges
- Conducted interview training with hiring managers
Senior Human Resources Generalist
SmartIT
02.2016 - 11.2018
- Facilitated annual performance reviews that offered constructive feedback, setting goals for professional growth and development among staff members.
- Mediated employee disputes to find mutually beneficial resolutions while maintaining positive relationships between parties involved.
- Streamlined HR processes for efficiency, simplifying paperwork procedures and enhancing the overall employee experience.
- Enhanced company culture by organizing team-building activities, promoting open communication, and providing ongoing support to managers and employees.
- Collaborated with legal counsel on employment law issues, reducing potential liabilities for the organization.
- Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
- Developed, implemented, and delivered onboarding and orientation programs for new employees.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency. Moved company from paper employee files to electronic.
- Developed and managed Enhanced Coaching Plan Process.
- Managed Termination Process - including exit interviews and severance agreements as needed.
- Ensured all new hires were compliant prior to start date based on client requirements.
- Worked alongside Contracts and Compliance Manager On Foreign National documents and Employment Law items.
- Accurately maintained HRIS (Paylocity and Ultipro).
- Actively participated in implementation of UltiPro as a test user.
Client Success Manager
SmartFile
04.2015 - 02.2016
- Built relationships with new clients, identifying stakeholders and facilitated kick-off meetings.
- Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
- Worked with sales team to gather client requirements and develop project plan.
- Developed project timelines in alignment with internal and external stakeholders.
- Coordinated with multiple departments to deploy client software on time.
- Developed and facilitated training of new software for enterprise clients.
- Collaborated with marketing team to develop and manage marketing communications.
- Point of contact to facilitate resolution of technical issues.
GAP Supervisor
Allied Solutions
06.2014 - 04.2015
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Educated and trained staff on procedures and product updates.
- Lead implementation of new client set ups and followed through with training to clients.
- Resolved GAP customer service issues timely and effectively.
GAP Client Service Specialist
Allied Solutions
06.2013 - 05.2014
- Provided knowledgeable service and support for all customer needs.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Developed strong relationships with clients, fostering trust and loyalty through consistent communication and personalized service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Created and executed changes to GAP documents.
- Provided training to clients on Allied's GAP Systems (IQQ and CenterPoint)
- Assisted in creation and execution of client letters and mailings.
- Provided monthly production reporting to management teams and the field.
Operations Professional
ManpowerGroup
08.2010 - 06.2013
- Sourced quality candidates utilizing LinkedIN, Indeed, Twitter
- Pre-screened potential candidates prior to sending to recruiter
- Wrote and posted openings on job boards
- Completed New Hire Onboarding including I9s and other paperwork
- Conducted New Hire Orientation
- Managed Consultant HR Items; Payroll, Pay Rate Changes, Terminations, etc.
- Team Leader of the Midwest Manpower People Survey Team; developed initiatives in the areas of communication between management and operations professionals.
- Developed training for Operations Professionals.
- Maintained and grew relationships with key clients.
- Corrected process flaws and resolved issues with one of our largest clients.
Education
Skills
- Training and mentoring
- Data-driven decision-making
- Coaching and Mentoring
- Diversity and Inclusion
- Workplace investigations
- Staff orientation
- Employment law compliance
- Disciplinary action management
- Onboarding and Orientation
- Disciplinary Actions
- Leadership Training and Development
- Career Development
Certification
- Society for Human Resource Management Certified Professional (SHRM-CP) - Society for Human Resource Management.
Timeline
Employee Relations Manager
Carrington Mortgage Holdings
12.2017 - 07.2024
Senior Human Resources Generalist
SmartIT
02.2016 - 11.2018
Client Success Manager
SmartFile
04.2015 - 02.2016
GAP Supervisor
Allied Solutions
06.2014 - 04.2015
GAP Client Service Specialist
Allied Solutions
06.2013 - 05.2014
Operations Professional
ManpowerGroup
08.2010 - 06.2013
- Society for Human Resource Management Certified Professional (SHRM-CP) - Society for Human Resource Management.
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