JEFF WHITE

SUMMARY

A Human Resources Professional with an SPHR certification. Areas of expertise include performance management, employee relations, strategic planning, and employee development. Strengths include building management teams that value cross-departmental working relationships, aligning an organizations goals from top to bottom, communicating effectual messages at all levels of the organization and creating a gratifying workplace environment where teamwork and camaraderie are the norm. Passionate about creating a cohesive and productive work environment in this incredibly challenging business environment.

PROFESSIONAL EXPERIENCE

Standard Pacific Homes
Pleasanton,CA 2005-2009
Human Resources & Administrative Manager
Provided all HR and administrative functions for 95 field and office staff who generated in excess of $175M of revenue in 2008.
Promoted and enhanced a unique, employee-focused workplace culture. Utilized training, division events, rewards and recognition programs, holiday parties, employee and family events, and office team-building activities. Planned an old fashioned summer picnic and winter holiday party. Both events were held at comparable locations, with a 57% cost savings over prior years events. Planned Fall division meeting and assisted the planning of seasonal, department-sponsored office events. Annual employee satisfaction surveys continued to improve year over year from 2006 through 2008.
Selected and coordinated management training seminars and employee development training. Penumbra High Performance Teams Workshop held offsite in February 2008. All three primary objectives were accomplished by end of 2008. Promoted the 7 Habits of Highly Effective People online training with Northern Construction department and office staff. Six of the 9 individuals completed the course and had very positive feedback; integrating the strategies into their daily work flow.
Aligned goals and facilitated stronger cross-department communication among all group levels. Resulted in our division building, selling and delivering 105% of the projected annual units in 2008.
Provided feedback and direction to division president and management on employee performance reviews regarding content, effective goal setting and rating uniformity. Mid-year and annual performance reviews delivered in all departments within corporate timeline.
Effectively facilitated conflict resolution, tactfully managed disciplinary actions and directed all employee performance counseling. In the last 2 years, only 1 of 7 disciplinary actions required further action.
Managed final 3 workforce reductions in the last ten months. In those reductions, 41% of the positions were eliminated to reach corporate mandated SG&A levels.

Zomax, Inc.
Concord,CA 2000-2005
Telecom Manager/Engineer
Managed all Telecom, CTI and CRM technologies utilized in a hi-tech, software support contact center.
Vendor implementation liaison for workforce management, quality monitoring, CRM/CTI, telephony and knowledgebase systems. Core team member responsible for RFIs, evaluation of systems integration, vendor functionality comparisons, implementation and administration.
Directed the installation of all hardware and software based systems in the contact center and remote manufacturing facilities. Managed carrier relationships and contracts. Responsible for data and voice circuits, contract negotiations, orders, service and billing issues for five national sites.
Directed RFI process for disaster recovery vendor and services. Selected a new provider and negotiated the services contract, resulting in cost savings while maintaining system functionality.
Programmed and administered Aspect ACD, Nortel Meridian PBX, Genesys CTI Framework, Internet Suite, Genesys IVR, Genesys Dialer, Kana Knowledgebase and Witness eQuality monitoring tool. Internal resources utilized, saving considerable money rather than contracting professional services.
Directed and prioritized CRM, CTI and telecom projects. Delivered efficient solutions for clients, generating additional revenue for the IT department.
Developed all CRM and Telecom reporting. Utilized Crystal 8 custom reporting and automated delivery by retrieving data from SQL 2000, Access, and other base systems. Reports were delivered on a scheduled basis, as contractually stipulated by the customer.

CSAA
Livermore,CA 1997-2000
Sr. Telecom Analyst
Administered and programmed telecom and voice recording equipment for Northern California contact centers.
Analyzed and reported on the voice communication requirements for multiple contact centers. Researched, recommended and designed communication systems and networks.
Provided Aspect switch system administration, MACS and CCT routing in four Bay Area contact centers. Investment in training far exceeded costs which would have been expended on Aspect consulting services.
Administered NICE call logging and Universe systems for four contact centers. Ensured monitoring equipment was operational and met recording compliance standards.
Responsible for all Aspect reporting on Runner/Writer platform. Custom reports created, identifying key metrics for contact center management team.
Coordinated on and off-site hardware/software installations, maintenance and upgrades.

EDUCATION & PROFESSIONAL CERTIFICATIONS
B.A., Management, Saint Marys College of California, Moraga, CA

Senior Professional Human Resources (SPHR), Society for Human Resource Management

AFFILIATIONS
Society for Human Resource Management (SHRM)
Northern California Human Resource Association (NCHRA)