Shellie Smith
Rochester
Summary
Analytical and dynamic self-starter. An energetic, collegial, and team-focused professional with the expertise to drive performance excellence amongst new and existing personnel. A critical thinker with sound problem-solving skills who applies experience, initiative and research to deliver viable, sustainable solutions. Cited routinely as a leader among peers for supervisory skills. A reputation for consummate professionalism, integrity, and results.
Overview
24
24
years of professional experience
2
2
years of post-secondary education
Work History
Human Resources Director
Rochester City School District - Ontario Bus Incorporated
Rochester
03.2025 - Current
- Lead full-cycle HR strategy including recruitment, onboarding, performance management, and retention initiatives.
- Design and implement programs that enhance employee engagement and workplace culture.
- Ensure compliance with labor laws, policies, and regulatory standards.
- Oversee compensation, benefits, and performance appraisal systems.
- Partner with leadership to align HR initiatives with organizational goals.
- Develop training programs to strengthen workforce capability and leadership pipelines.
Public Safety Officer
Armor Security and Protection Corporation
Rochester
08.2024 - 03.2025
- Strengthened community relations through proactive engagement and safety education.
- Managed emergency response situations, traffic control, and incident reporting.
- Maintained secure environments through access control and threat assessment.
- Demonstrated strong decision-making skills in high-pressure situations
Network Communications Technician
Frontier Communications
Rochester
06.2023 - 07.2024
- Installed, maintained, and troubleshoot voice, data, and network systems.
- Resolved service outages and improved network reliability.
- Interpreted technical schematics and executed complex installations.
- Delivered high-quality customer support and technical solutions.
Transportation Safety Supervisor/ Operations Supervisor/ HR Generalist
National Express – Monroe School Transportation
Rochester
04.2018 - 06.2023
- Supervised daily operations, dispatch, and transportation of students, including those with special needs.
- Led hiring, onboarding, training, and employee relations initiatives.
- Monitored safety metrics, analyzed trends, and implemented improvements to reduce incidents.
- Conducted investigations, compliance audits, and performance coaching.
- Improved employee morale and organizational culture through leadership and engagement strategies.
- Collaborated with leadership to drive KPI improvements and operational excellence
Fiber Optic Technical Support Manager
Frontier Communications
Rochester
04.2013 - 04.2018
- Managed and developed a team of up to 31 employees in a high-volume call center environment.
- Drove performance improvements through coaching, feedback, and metric analysis.
- Led hiring and promotion decisions to build a high-performing team.
- Conducted performance reviews, call monitoring, and development Planning. Managed high-level escalations, including executive-level concerns.
- Improved team performance and customer retention through coaching and training.
Delivered de-escalation and soft skills training across teams. Provided advanced troubleshooting and technical support for voice, data, and video services.
Consistently exceeded performance metrics and revenue goals.
Operations Coordinator
Waste Management
Rochester
05.2005 - 02.2013
- Managed routing and staffing for residential, commercial, and industrial services.
- Resolved escalated customer concerns and ensured service delivery excellence.
- Supported billing operations and day-to-day logistics.
Billing Customer Service Rep
Energy East (RG&E)
Rochester
05.2002 - 04.2005
- Delivered customer support and account resolution services.
- Educated customers on billing and service options.
- Applied problem-solving strategies to resolve account issues.
Education
Associate of Applied Science - Certified Network Aministrator
Monroe Community College
Rochester, NY 05.1993 - 07.1994
Associate of Applied Science - Business Management
Monroe Community College
Rochester, NY 06.1992 - 08.1993
Skills
- Human Resources Leadership & Strategy
- Talent Acquisition & Workforce Planning
- Employee Relations & Conflict Resolution
- Performance Management & Coaching
- Organizational Development & Training
- Regulatory Compliance & Risk Management
- Operations & Safety Management
- Data Analysis & KPI Improvement
- Customer Experience & Retention
- Community Engagement & Leadership
Professional References
References Available Upon Request
Timeline
Human Resources Director
Rochester City School District - Ontario Bus Incorporated
03.2025 - Current
Public Safety Officer
Armor Security and Protection Corporation
08.2024 - 03.2025
Network Communications Technician
Frontier Communications
06.2023 - 07.2024
Transportation Safety Supervisor/ Operations Supervisor/ HR Generalist
National Express – Monroe School Transportation
04.2018 - 06.2023
Fiber Optic Technical Support Manager
Frontier Communications
04.2013 - 04.2018
Operations Coordinator
Waste Management
05.2005 - 02.2013
Billing Customer Service Rep
Energy East (RG&E)
05.2002 - 04.2005
Associate of Applied Science - Certified Network Aministrator
Monroe Community College
05.1993 - 07.1994
Associate of Applied Science - Business Management
Monroe Community College
06.1992 - 08.1993