Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Sarah Ballard

Cherryville

Summary

Dynamic HR Director with a proven track record at the Town of Dallas, excelling in employee relations and compliance management. Spearheaded innovative onboarding programs, enhancing retention rates by 20%. Adept at fostering organizational culture and driving employee engagement through effective communication and strategic HR budgeting. Committed to developing high-performing teams.


Overview

10
10
years of professional experience
1
1
Certification

Work History

HR Director

Town of Dallas
08.2021 - Current
  • Managed employee relations issues with care and confidentiality, maintaining trust with staff members while resolving conflicts effectively.
  • Optimized HR budget allocation by strategically reallocating resources based on department needs and priorities.
  • Ensured legal compliance in all HR practices, mitigating potential risks related to employment law violations or disputes.
  • Supported organizational change initiatives by guiding employees through periods of transition, minimizing disruption to productivity.
  • Developed comprehensive onboarding programs for new
  • hires, improving retention rates and overall satisfaction.
  • Directed benefits administration process, leading to increased employee understanding and utilization of available offerings.
  • Facilitated regular communication channels between management and employees to promote transparency and engagement.
  • Established strong relationships with both employees and management teams, fostering a collaborative work environment.
  • Designed performance management systems that supported employee development and organizational success.
  • Introduced innovative training programs that enhanced skillset among staff members and improved overall performance levels within the organization.
  • Spearheaded leadership development programs to support the growth and advancement of high-potential employees.
  • Evaluated compensation structures and policies, ensuring competitive positioning within the market and internal equity among staff members.
  • Directed hiring and onboarding programs for new employees.
  • Provided updates on HR policy changes to employees to satisfy compliance and state laws.
  • Educated employees on company policy and kept employee handbook current.
  • Conducted investigations and assisted with handling employee complaints involving Affirmative Action and EEOC to promote equitable workplace.
  • Interviewed potential hires, negotiated salaries and benefits and performed reference checks.
  • Participated at strategic and operational level to develop and strengthen human resources services, relationships and mission.
  • Recommended appropriate resolutions to employee relations concerns and handled disciplinary issues and investigations of misconduct.
  • Structured compensation and benefits according to market conditions and budget demands.
  • Utilized compliance tools, corrective actions and identification of deficiencies to mitigate audit risks.
  • Discovered and resolved complex employee issues that affected management and business decisions.
  • Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
  • Facilitated successful policy implementation and enforcement to maintain legal and operational compliance.
  • Instructed senior leaders on appropriate employee corrective steps.
  • Identified and implemented appropriate strategies to increase employee satisfaction and retention.
  • Devised hiring and recruitment policies for 71 employees.
  • Liaised between multiple business divisions to improve communications.
  • Updated training processes by reviewing existing documentation, leveraging feedback from associates and working with legal and compliance teams.
  • Created and implemented forward-thinking initiatives to improve employee engagement.
  • Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
  • Distributed employee engagement surveys to identify areas of improvement.
  • Process Payroll, Monthly/Quarterly Reports/Tax Filing/W-2 Processing

Utility Billing Manager

Town of Dallas
02.2020 - Current
  • Reviewed billing problems, researched issues, and resolved concerns.
  • Managed monthly billing process to complete billings and returns to meet company revenue recognition policies.
  • Trained and mentored staff on procedures, compliance requirements, and collections techniques.
  • Collaborated with cross-functional teams to resolve billing-related issues swiftly, minimizing negative impacts on overall operations.
  • Reduced errors and discrepancies in invoicing by closely monitoring billing data and conducting regular audits.
  • Worked with customers to develop payment plans and bring accounts current.
  • Performed testing for billing modules, enhancing new functionality and process improvements.
  • Optimized resource allocation within the department by analyzing workload trends and adjusting staffing levels accordingly.
  • Created a transparent work environment that fostered open communication between team members, promoting collaboration and problem-solving skills development.
  • Enhanced client satisfaction levels by ensuring timely delivery of accurate invoices and addressing concerns professionally.
  • Increased efficiency in billing processes by implementing new software and automating routine tasks.
  • Ensured strict adherence to internal controls protocols by regularly reviewing departmental practices and implementing necessary corrective actions.
  • Conducted periodic reviews of existing processes to identify areas of potential cost savings or efficiency improvements.
  • Established performance metrics for evaluating staff effectiveness, leading to continuous improvement initiatives within the department.
  • Maintained up-to-date knowledge of industry regulations and compliance requirements, ensuring the department remained compliant at all times.
  • Facilitated cross-training programs within billing department, enhancing team versatility and coverage during peak periods.
  • Conducted regular analysis of billing department performance, identifying trends and areas for improvement to inform strategic planning.
  • Streamlined billing process, significantly reducing errors and enhancing client satisfaction by implementing automated system for invoice generation.
  • Enhanced customer service, resolving billing disputes swiftly and maintaining positive relationships with clients.
  • Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
  • Established internal audit procedures to validate and improve accuracy of financial reporting.
  • Supported financial director with special projects and additional job duties.

Customer Service Officer

City of Kings Mountain
03.2015 - 01.2020
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Completed data entry to record call notes, suggestions and questions.
  • Assisted call-in customers with questions and orders.
  • Streamlined communication between customers and internal departments for timely issue resolution.
  • Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
  • Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
  • Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
  • Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
  • Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
  • Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
  • Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
  • Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
  • Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
  • Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
  • Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
  • Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
  • Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
  • Responded to customer requests for products, services, and company information.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.
  • Sought ways to improve processes and services provided.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Cross-trained and provided backup support for organizational leadership.
  • Cross-trained and backed up other customer service managers.
  • Identified and resolved discrepancies and errors in customer accounts.

Education

No Degree - Business Management

Cleveland Community College
Shelby, NC

High School Diploma -

Kings Mountain High School
Kings Mountain, NC
06-1995

Skills

  • HR policies development
  • Performance appraisals
  • Employee wellness
  • Organizational culture
  • Coaching and mentoring
  • HR budgeting
  • Diversity and inclusion
  • Employee relations
  • Exit interviews
  • Recruitment strategies
  • Compliance management
  • Background checks
  • Benefits administration
  • HR technology
  • Employee retention
  • Employee recognition
  • FMLA administration
  • Onboarding programs
  • Internal communications
  • Compensation design
  • Salary benchmarking
  • Succession planning
  • Employment law
  • Dispute mediation
  • Employee engagement
  • Equal opportunity employment
  • Affirmative action
  • Training leadership
  • Staff supervision
  • Training development
  • Workers compensation
  • Occupational safety
  • Payroll coordination
  • Policy implementation
  • Payroll administration
  • Recordkeeping
  • Workforce improvements
  • Legal compliance
  • Training programs
  • Program development
  • Performance appraisal
  • Company organization
  • Employee surveys
  • Human resources management
  • Labor law compliance
  • Benefits programs
  • Hiring and recruitment oversight
  • Staff compensation
  • HR recordkeeping
  • Teamwork
  • Problem-solving
  • Time management
  • Attention to detail
  • Onboarding, training, and development
  • Problem-solving abilities
  • Multitasking
  • Reliability
  • Excellent communication
  • Organizational skills
  • Active listening
  • Effective communication
  • Adaptability and flexibility
  • Verbal and written communication
  • Decision-making
  • Relationship building
  • Leadership training and development
  • Health and safety compliance
  • Leadership development
  • Self motivation
  • Employee engagement strategies
  • Policy improvement recommendations

Certification

  • Received MCA (Municipal and County Administration) Certification through the School of Government at the University of Chapel Hill by completing seven months of education with accuracy and efficiency.
  • Received Municipal Clerk Certification through the School of Government at the University of Chapel Hill by completing six months of education with accuracy and efficiency.
  • Received Intro to Local Government Finance Certificate through the School of Government at the University of Chapel Hill with accuracy and efficiency.
  • Received Essentials of Municipal Government Certificate through the School of Government at the University of Chapel Hill with accuracy and efficiency.
  • Received Local Elected Officials Training Certificate through the School of Government at the University of Chapel Hill with accuracy and efficiency.
  • Received Utilities Billing and Collections Administration Certificate through the School of Government at the University of Chapel Hill with accuracy and efficiency.

Timeline

HR Director

Town of Dallas
08.2021 - Current

Utility Billing Manager

Town of Dallas
02.2020 - Current

Customer Service Officer

City of Kings Mountain
03.2015 - 01.2020

No Degree - Business Management

Cleveland Community College

High School Diploma -

Kings Mountain High School

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Sarah Ballard