Elisha Di Carlo
Shelby
Summary
Proven HR Generalist and Manager of Client Services adept in enhancing workplace culture and customer satisfaction. Skilled in benefits administration and employee relations management, I improved employee retention and customer satisfaction scores significantly. Leveraging HR policies and diversity initiatives, I fostered a collaborative environment, driving operational excellence and strategic HR planning.
Overview
6
6
years of professional experience
Work History
HR Generalist
Healthy Hound Playground
03.2022 - Current
- Ensured compliance with labor laws, reducing legal risks through regular policy reviews and updates.
- Conducted investigations of employee relations concerns including complaints of discrimination, harassment,retaliation, unprofessional behavior, workplace violence and other work related issues and conducted witness interviews.
- Managed multiple cases from end to end simultaneously while prioritizing the most urgent needs.
- Document, collect and maintain investigative files and evidence that supports ed case findings and recorded them in the case management system.
- Enhanced workplace culture by promoting diversity, inclusion, and open communication initiatives.
- Reviewed and screened applicant resumes to identify qualified candidates.
- Reviewed existing policies and procedures to make recommendations for enhancing work productivity, recruitment, hiring processes, and talent management.
- Collaborated with cross-functional teams to achieve organizational objectives through strategic HR planning.
- Served as a trusted advisor to employees at all levels of the organization regarding career development, workplace policies, and conflict resolution.
- Planned and managed recruitment activities for new hires using strategic personnel, staffing, and position management practices.
- Managed benefits administration, ensuring accurate enrollment and timely processing of claims.
- Streamlined HR processes for increased efficiency and reduced administrative workload.
- Improved employee retention by implementing effective onboarding and training programs.
- Liaised between management and employees to deliver conflict resolution, alleviate problems, and interpret compensation and benefits policies.
- Reduced employee turnover with proactive conflict resolution and performance management strategies.
- Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
- Developed and implemented onboarding and orientation programs for new employees.
- Assisted with writing job postings and job descriptions for boards.
- Administered employee benefits programs and assisted with open enrollment.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Collaborated with managers to identify and address employee relations issues.
- Advocated for staff members, helping to identify and resolve conflicts.
- Recruited, interviewed, hired and onboarded new employees.
Manager of Client Services and Administration
Healthy Hound Playground
07.2020 - Current
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Developed and maintained relationships with customers and suppliers through account development.
- Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Sales and Leasing Consultant
Honda of Chantilly
04.2018 - 07.2020
- Maintained up-to-date knowledge of inventory, features, and specifications to better serve customers.
- Closed sales by overcoming objections, asking for sales, negotiating price, and completing purchase contracts,
- Built rapport with potential buyers through active listening skills, resulting in increased trust and successful sales closures.
- Worked closely with service department to ensure client satisfaction after purchase and during maintenance visits.
- Answered telephone and email inquiries from potential customers.
- Facilitated smooth trade-in processes by appraising used cars accurately and negotiating fair values.
- Streamlined sales process with efficient organization of client information and follow-up communications.
- Increased dealership revenue through effective negotiation and closing techniques.
- Collaborated with management to develop sales strategies and achieve monthly targets.
- Demonstrated automobiles by explaining characteristics, capabilities, and features, taking test drives and explaining warranties and services.
- Assisted clients in financing options, arranging test drives, and completing necessary paperwork for purchases.
- Followed-up on warm Internet leads and responded to customer questions about vehicle availability, price, and options while fielding inquiries from various marketing websites.
- Completed registration paperwork and sales documentation.
- Qualified buyers by matching requirements and interests to various car or truck models and discussing finance options.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Delivered exceptional customer service, addressing concerns and resolving issues promptly.
- Developed strong relationships with customers for repeat business and referrals.
Education
High School Diploma -
Woodgrove High School
Purcellville, VA06.2017
Skills
- HR policies and procedures
- Onboarding and Orientation
- Benefits Administration
- Employee Relations Management
- Employment law compliance
- Internal Communications
- Diversity and Inclusion
- Employee Retention
- Employee Relations
- Training and mentoring
- Customer Relations
- Documentation and Recordkeeping
- Human Resources Management Systems
- Employee Investigations
- New Hire Onboarding
- Customer Relationship Management
Timeline
HR Generalist
Healthy Hound Playground
03.2022 - Current
Manager of Client Services and Administration
Healthy Hound Playground
07.2020 - Current
Sales and Leasing Consultant
Honda of Chantilly
04.2018 - 07.2020
High School Diploma -
Woodgrove High School
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