Karen Hathorne

West Mifflin, PA 15122 412-466-4093 kahathorne@gmail.com

SUMMARY
Director Operations HR Generalist with Expertise in Customer Service

PROFESSIONAL PROFILE
Seasoned professional who understands the dynamics of interpersonal relationships in an educational and corporate environment. Experienced human resource activities. Developed and maintained strong client and instructor relations. Prioritizing effectively to manage multiple tasks under tight deadlines. Practical experience in budgeting, program development, training, presentation and organizational skills. Problem resolution for clients, students, and employees. Communication skills including written and verbal.

EXPERIENCE
GogoTraining and Dashcourses, Scottsdale, AZ January 2009-March 2013 Director Customer Service ||Technical Support Training Coordinator
Communicated with students and instructors on the value of services provided. Counseled students on the direction for their career growth. Planned, developed and administered training materials. Acted as liaison between instructor and customer to refine training materials. Provided marketing penetration through web based social networking such as Meetup groups, Facebook, LinkedIn, YouTube, and direct marketing. Identified and evaluated market data.

ProTech Professional Technical Services Inc., Pittsburgh, PA January 2008-December 2008 Senior Account Manager
Developed sales territory and built strong client relationships within a highly competitive sales environment through networking.

Allegheny Intermediate Unit, Homestead, PA September 2006- December 2007 Para-Professional-Mon Valley School One on One Assistant to an autistic student Coordinated activities to enhance the learning skills of the autistic student. Collaborated with teachers and administrators on the needs of the classroom and school.

Resume for Karen Hathorne

National Business Network, Pittsburgh, PA Chief Operations Officer

January 1996 September 2006

Over five years of experience in a start-up internet company providing broad vision in sales and customer care. Developed operations procedures with strong customer service sense, excellent communication skills, and the ability to lead the staff. Human Resource processes including recruiting, interviewing, hiring, on boarding, coach and counseling, performance reviews including goal setting, training, team support and termination. Reporting and following the federal, state and local guidelines related to employment. Developed individual and company plans to accomplish set goals. Budget responsibility for revenue and cost. Prepare daily, monthly, quarterly, and annual reports analyzing the actual verses budget. Adjustment as needed to stay on course to meet the goals. Provided leadership and professional relationships with staff, shareholders, customers, and licensees. As senior manager, resolved power struggles among team members using a positive approach to conflict resolution and staff development.

Aptech Computer Systems, Inc, Pittsburgh, PA Account Manager/Sales Representative

January 1992-January 1995

Managed largest hotel account which included daily communication and coordination of sales activities for large conversion projects. Project management and sales for national and regional conventions. On-site customer installations and training.

Interstate Hotels, Pittsburgh, PA Resident Manager

1981-1991

Ten years of hotel management experience in all phases of rooms operations at various Interstate hotels. Interviewing, hiring, training, coach and counseling, employee reviews, disciplinary actions, termination of employment for staff within the rooms division from hourly to management. Unitize listening skills to monitor and motivate employees. Budget responsibility for revenue and cost according to the budget guideline. Preparation of monthly reports analyzing the results of the revenue and cost. Yearly presentation to employer and owners.

EDUCATION
Bachelor Degree in Business Management, Robert Morris University, Pittsburgh, PA Experienced in Microsoft products including Word, Excel, PowerPoint, Access, and Outlook. Additional experience in online meeting/course delivery including WebEx, LiveMeeting, and Go To Meeting.

COMMUNITY SERVICE
Linus, Epilepsy Foundation, Special Olympics, C.R.E.W.
Resume for Karen Hathorne 2