Maddalena Rossi
Natick,MA
Overview
33
33
years of professional experience
1
1
Certification
Work History
Consultant
The Tomorrow Companies
03.2023 - Current
- Worked with HRIS in order to maintain company compliance with local, state, and federal laws, in addition to established organizational standards.
- Led process improvement initiatives that resulted in streamlined workflows and increased overall efficiency within the organization.
- Led restructuring of organization internal processes, resulting in improved performance.
- Ensured timely processing of returns through efficient workload management and attention to detail.
- Streamlined the 401k audit process for faster completion and more accurate results.
- Increased tax compliance by thoroughly examining financial documents and identifying discrepancies.
- Developed streamlined procedures for document filing systems leading to increased workplace productivity.
Director of Human Resources & Office Management
Centage Corporation
08.2018 - 07.2023
- Managed the onboarding process, providing new hires with necessary tools for success from day one.
- Directed each phase of hiring process, encompassing employment verification, employee relations investigations, criminal background checks and onboarding.
- Maintained "open door" policy to encourage employee communications and resolution of issues, by establishing strong relationships with staff.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Coordinated and worked with management on performance evaluations, supervisory practices, dispute resolution, and employee accountability.
- Managed complex employee relations issues, reducing legal risks and maintaining a positive work environment.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
- Worked with HRIS in order to maintain company compliance with local, state, and federal laws, in addition to established organizational standards.
- Developed comprehensive employee training programs, resulting in a more skilled workforce.
- Structured compensation and benefits according to market conditions and budget demands.
- Implemented competitive compensation packages, attracting top-tier candidates and retaining valuable employees.
- Increased employee engagement with open communication channels and regular feedback opportunities.
- Improved employee retention by implementing strategic HR initiatives and conducting regular staff evaluations.
- Negotiated favorable contracts with vendors, maximizing the value of HR services received while minimizing costs.
- Recommended appropriate resolutions to employee relations concerns and handled disciplinary issues and investigations of misconduct.
- Interviewed potential hires, negotiated salaries and benefits and performed reference checks.
- Directed hiring and onboarding programs for new employees.
Educated employees on company policy and kept employee handbook current. - Maintained professional, organized, and safe environment for employees and patrons.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
- Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
- Evaluated office procedures periodically for improvement opportunities, making recommendations to management when appropriate for increased efficiency and effectiveness.
- Administered benefits programs, ensuring employees were well-informed about their options and enrollment process.
- Conducted thorough job analyses to create accurate job descriptions and establish competitive salary,
- Increased operational efficiency through the implementation of streamlined administrative processes and procedures.
- Identified opportunities to streamline processes and improve office operations and efficiency.
Human Resources & Office Manager
Capra Optical Inc.
05.2008 - 09.2017
- Assisted in the preparation of budgets for various departments within the organization by tracking expenses closely against projected spending targets.
- Developed strong working relationships with department managers to better understand their needs for staffing support and resource allocation.
- Maintained organized filing systems to ensure easy access to important documents when needed by staff members or management personnel.
- Oversaw onboarding processes, providing new hires with a smooth transition into the organization and setting them up for success.
- Managed payroll functions to ensure timely and accurate compensation for all employees.
- Provided excellent customer service to both internal and external stakeholders by addressing inquiries and resolving issues in a timely manner.
- Evaluated office procedures periodically for improvement opportunities, making recommendations to management when appropriate for increased efficiency and effectiveness.
- Administered benefits programs, ensuring employees were well-informed about their options and enrollment process.
- Conducted thorough job analyses to create accurate job descriptions and establish competitive salary structures.
- Managed vendor relationships to secure cost-effective services while maintaining high-quality results in support of business operations.
- Increased operational efficiency through the implementation of streamlined administrative processes and procedures.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Reconciled account files and produced monthly reports.
- Created organized filing system to manage department documents.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Coordinated office events, seminars and meetings for staff and clients.
Customer Success Manager
Grand Circle Travel
01.2006 - 01.2008
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Streamlined internal processes for better efficiency in account management tasks.
- Increased upsell opportunities with strategic account reviews, identifying and addressing client needs.
- Identified at-risk accounts through diligent monitoring and analysis, implementing retention strategies to prevent churn.
- Established long-term customer relationships to enhance client loyalty and satisfaction.
- Streamlined account management processes, reducing response times and improving client service quality.
Customer Service Manager
Virgin Atlantic Airways
07.1991 - 10.2005
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Kept accurate records to document customer service actions and discussions.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Improved team morale by establishing recognition program for exceptional customer service.
- Developed customer service manual to standardize procedures across all departments.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
Bachelor of Arts - Communications, Television Journalism
Mount Ida College
Newton, MA05-1995
Skills
- HR policies development
- HR Planning
- Employee Relations
- Performance appraisals
- Training & Development
Certification
- SHRM Learning System Participant – Society for Human Resource Management.
- Professional in Human Resources (PHR) - HR Certification. Completed re-certification 7/15, 7/18, 7/22
Systems Skills:
- Outlook
- MS. Word
- Excell
- Power Point
- Salesforce
- QBO
Languages
Italian
Native or Bilingual
Spanish
Full Professional
Timeline
Consultant
The Tomorrow Companies
03.2023 - Current
Director of Human Resources & Office Management
Centage Corporation
08.2018 - 07.2023
Human Resources & Office Manager
Capra Optical Inc.
05.2008 - 09.2017
Customer Success Manager
Grand Circle Travel
01.2006 - 01.2008
Customer Service Manager
Virgin Atlantic Airways
07.1991 - 10.2005
Bachelor of Arts - Communications, Television Journalism
Mount Ida College
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