Maurice McGrath, SHRM-CP

• Consult with managers on updates to organizational and leadership structure to support business needs • Coordinate planning and lead execution of reductions in force actions • Work with managers to create job descriptions for new business requirements and price the new position according to available market data and internal positions • Complete market reviews of existing jobs to ensure they are competitive with the market and maintain internal equity • Review employee compensation for internal equity concerns

- Working with Talent Acquisition team to identify processes and procedures that can be improved using Lean principles and automation to reduce manual work and reduce non-value added work - Create valuations of hours saving through process observation, interviews, and data analysis

- Served on project team that implemented several improvements that reduced incoming calls by 20% - Oversaw increase in First Contact Resolution statistics and reduced average time to answer through my work on call reduction and new service hours projects - Primary point of escalation for complex inquiries and employee complaints - Coached team on meeting productivity and quality metrics - Mentored team on increasing HR knowledge and facilitated career development opportunities

- Served on project team that reviewed how to improve team coverage and quality of service without increasing team size - Primary SME for the HR customer support team on procedures and HR questions - Coached Tier 1 team members on best practices for Highmark HR policies, Salesforce case management, Workday functionality, and customer service - Primary point of escalation for complex inquiries and escalations - Responsible for performing monthly quality monitors to ensure reps were answering questions correctly and following best practices - Monitored team productivity using reports in Salesforce and Avaya CMS

Respond to HR inquiries via phone, online chat, and web requests Assess customer inquiries and issues, and utilize the information in Salesforce and Workday to resolve them. When necessary, escalate to the appropriate specialist team (employee relations, benefits, payroll, etc.). Act as a resource and SME for a broad range of functionality for Salesforce case management and transactions in the Workday HR system Suggested, documented, and helped implement a number of process improvements for the customer service team Participated in User Acceptance Testing for the implementation of the Workday system Provide courteous, respectful and reliable service to HR customers, including pre-hires, active and former employees and managers, and retirees Work with high quality and accuracy standards, capturing interactions within the Salesforce case management system through case creation, updates, and closure

• Served as HR Generalist for 500 employees across 14 offices in Pennsylvania and Ohio handling all aspects of the HR function • Worked on several long -term analytical and strategic projects to impact HR policies and practices including salary planning, reduction in force actions, and creating an employee pay scale • Helped create a playbook for office management outlining daily reports and analytics to review; steps to take when those analytics fall outside of norms; answers to frequent benefits, policy, recruiting, and payroll questions • Participated in the development of a new onboarding process for new hires, and trained hiring managers and onboarding specialists on interviewing techniques, hiring laws, and the onboarding process • Worked daily in the ADP Vantage HCM system overseeing personnel profiles, employee compensation, benefits administration, tax withholding, and monitoring payroll data as requested • Counseled managers on proper use of employee discipline forms and how to effectively word disciplinary findings and performance improvement plans • Lead investigations on alleged violations of company policies by field staff and managers

Maintain relationship with candidates throughout the recruiting process to address questions and concerns over interviews, benefits, pay rates, and background check procedures. Interview and qualify candidates for technical positions ranging from Technical Support to IT Manager Negotiate candidate salaries to ensure competitive rates for ConsultUSA, our clients, and the candidate. Act as the first line of contact for working through concerns candidates have about job offers ranging from potential changes in compensation to problems meeting a targeted start date; escalated issues as appropriate to account managers and the recruiting manager. Source candidates from an internal database and leading internet job boards. Train new hires for Recruiting Administrator role detailing best practices and company guidelines

Worked on a project to overhaul an internal report improving the accuracy of the metrics being tracked and reducing the time it takes to compile the report by approximately 50%. Assembled reports on recruiting and sales team performance. Sourced internal database and major job boards for potential candidates. Interviewed and qualified candidates for an internal marketing position. Screened resumes for technical skills and experience. Created job descriptions from client requests. Managed job postings on major internet job boards. Oversaw background check process including gathering personal information from candidates, and addressing time sensitive issues. Recorded minutes for weekly meetings; Performed meeting set-up/take-down

Assisted in creating Attorney Skills and Competencies Model and facilitated a training program for attorneys. Reviewed and filed incoming applications. Drafted 2011 EEO statement for the Office of Chief Counsel based on previous EEO statements and incorporated new language to address recent updates. Received, prioritized, and responded to calls and e-mail from applicants. In charge of registering for campus interviews and resume collections. Researched potential recruiting sites, e.g. school rankings, contacting student affinity groups, etc. Documented and analyzed hiring data to improve processes. General office management duties

Answered mail, e-mail, and phone calls Assisted legislative staff: wrote briefings on broad range of hearings Drafted response to constituent letters Prepared two in-depth reports on labor unions and pending legislation

Wrote and edited articles for quarterly publication reaching over 20,000 members Conducted interviews and research Involved in redesign of their website: found design elements, wrote, and edited the majority of text for the site Monitored newspapers for articles relating to construction industry and District Council First intern allowed to work for the communications department and be invited back Managed department while Director was on vacation

Wrote thesis on improving the Federal government's internship program from a knowledge retention perspective