EILEEN D.

SCOTT
esa525e6@westpost.net
2396 Clearview Drive 412.486.3510
Glenshaw, PA 15116 412.508.2268 (c)
SUMMARY PROFILE
Extensive executive experience in Human Resources and Customer Relations. Commit
ted to increasing shareholder value by maximizing the human experience, related
to employees and customers. Authored vision, mission and strategy statements, a
s well as business plans with measurable objectives and tactics. Demonstrated a
bility to build cross-functional teams, formulate top policies and establish new
standards. Effectively integrated systems, staff and cultures during multiple
mergers and acquisitions. Experienced in change management, cost control, priva
tely-held, public and LBO structures. Effective in growing and declining market
s, with a proven record of process management, productivity improvement and fisc
al responsibility.
AREAS OF EXPERTISE
Strategic Planning Organization Design Labor Relations
Employee Relations/Retention Change Management Recruitment / S
election
Productivity Employee Communication Total Compensation
Training / Development Succession Planning Performance Managem
ent
PROFESSIONAL EXPERIENCE
Microbac Laboratories, Inc V Pittsburgh, Pa 2008-2010
Director Human Resources & Organizational Development
Responsible for establishing the Human Resources and Organizational Development
function in a decentralized, diversified commercial testing laboratory environme
nt. Primary focus was to improve internal leadership and increase long-term via
bility through organic growth, by placing and developing innovative leaders with
business acumen.
Created a 12 month program for Microbac Leadership Development that included men
toring, customized on-line and classroom learning, and presentations to the Exec
utive Committee. Implemented an on-line university for all management employees
. Introduced performance management and compensation system to identify key con
tributors and their development needs. Rolled-out an HRIS system to standardize
job class and other HR data. Reduced Health care cost increases for 2009 from
30% to 11% and 2010 from 30% to 3%. Successfully placed 4 Division Managers by
significantly expanding the applicant pool through aggressive, low cost recruiti
ng tactics. Introduced college recruiting and internship program to address nee
d for flexible workforce during summer months. Updated Team manual and wrote do
cumentation for processes, as well as employee communications.
Three Rivers Career Management- Pittsburgh, Pa 2005-2008
Vice President & Co-Owner
Responsible for all aspects of business, including but not limited to, finances,
marketing, business development, client services, corporate consulting, career
coaching and planning.
Human Resource Consulting firm specializing in HR and OD consulting through all
phases of the employment life cycle, such as, recruiting, training, customer ser
vice and sales improvement through branded employment experience, outplacement,
career transition and career coaching. Created systems for tracking accountin
g, expense and budget procedures. Reduced high interest debt by 73%. Developed
three year strategic plan and tactical time and action calendar. Introduced e-
marketing and expanded potential client database by more than 200%. Expanded co
nsulting services to include training, HR Hotline for small businesses and HR au
dits. Created career marketing plans for clients and developed customized resum
es and research for clients. Reduced expenses by nearly 50% and at the same tim
e doubled sales.

General Nutrition Incorporated - Pittsburgh, PA 1988-2005

The worlds largest nutritional supplement maker and specialty retailer devoted t
o self-care and wellness, with annual sales over $1B and over 10,000 employees o
perating more than 4,000 company-owned and franchised stores, 3 distribution cen
ters, 2 manufacturing facilities and a private trucking fleet.
Responsible for consulting with senior management on Human Resources and Custome
r Relations policies and programs for all GNC locations. Directed all aspects o
f Human Resources, including benefits, compensation, employee relations, perform
ance management, training, HRMS, organizational development, recruitment, labor
relations, safety, payroll and call center operations.
2002 Senior Vice-President - Human Resources and Customer Service
1999 Senior Vice President - Human Resources (North American Operations)
1996 Vice President - Human Resources
1989 Director - Human Resources
1988 Assistant Director - Human Resources
Long-Term Strategic Planning
X Created strategies to maximize the employee and customer experience, including
retention programs, targeted training programs and incentive plans designed to
improve client satisfaction and the employees interaction with the customer.
X Directed the development of objectives and tactics to support company initiati
ves and goals, including a 3-year plan to address non-competitive field wages, d
esigned a corporate structure that would support expansion in the 90s and contra
ction in recent years, and conducted focus groups and surveys to address cultura
l issues.
X Pioneered project to implement intranet and self-service to all locations.
Program / Policy Development
X Implemented company policies, programs, procedures and tactics encompassing al
l aspects of the people experience at and with GNC by creating policy manuals by
line of business: U.S. retail, Puerto Rico retail, Canadian corporate and retai
l, Manufacturing, Distribution, Transportation (drivers) and U.S. corporate.
X Streamlined refund policy to improve the customer/employee interaction and red
uce fraudulent returns.
X Partnered with Retail Operations and IT to engineer an efficient open and clos
e procedure, reducing procedural errors and employee dissatisfaction.
Corporate Leadership
X Built and maintained positive culture through 3 owners and 6 CEOs in the last
6 years.
X Member of Sarbanes Oxley Compliance, Compensation, Retirement and GNC Charitab
le Foundation Committees as well as the IT Quality Review Board and Strategic Pl
anning Team.
X Championed the creation of succession planning.
Total Compensation
X Delivered competitive benefits, with costs 15% below the national average.
X Created Performance Management system which defined goals, results and behavio
r.
X Created executive long-term compensation awards such as SARs, stock options, b
onus and perquisite plans.
X Created incentive plans to reduce absenteeism and accidents in distribution, m
anufacturing and drivers. Reduced accidents by 36% and absenteeism by 28%.
X Designed sales incentive plans based on store P&L and sales growth to drive to
p line sales and manage bottom line expenses.
Training / Staff Development
X Created GNC University with School of Nutrition in partnership with the Univer
sity of Florida, School of Strength and Endurance, School of Herbs in partnershi
p with the American Botanical Council and School of Applied Retail. Graduates se
ll on average 35% more with 28% less turnover.
X Collaborated with Franchise Organization to create training, benefits and unem
ployment management plans for franchise operators.
X Conducted Leadership and Management training for Corporate and field managemen
t and designed individualized development plans for key contributors identified
through succession planning.
X Created product training manual focusing on top 200 selling products and addit
ional high-margin items, identifying cross-selling opportunities, scientific sup
port information and key selling tips for each product to support the relationsh
ip selling initiatives.
Employee Relations
X Created retention strategies linking the employment and customer experience.
Reduced full-time turnover by 24% and part-time turnover by 32%.
X Maintained a union-free environment despite 5 organizational attempts on the p
lant, drivers, distribution centers and New England retail stores.
X Minimized employment practice liability by ensuring compliance with federal, s
tate and local regulations and consistently making fair decisions based on compa
ny policies and practices.
X Created standardized interview and college recruiting guidelines for the retai
l field.
Expense Control / Budget Compliance
X Reduced Call Center abandon rate from 36% to 11% with 22% less staff.
X Managed 3 reductions in force during the last 4 years.
X Implemented Lawson HRM/Payroll system on time and without additions to staff.
Joseph Horne Co. - Pittsburgh, PA 1978 - 1988
A regional department store with 16 locations and a distribution center, over 3,
000 employees and annual sales in excess of $250 M.
1986 Director of Benefits and Compensation
1984 Director of Benefits
1982 Benefits Manager
1980 Assistant Payroll Manager
1978 Account Analyst
EDUCATION
University of Pittsburgh Pittsburgh, PA
Economics and Creative Writing
Endicott Womens College Beverly, MA
Institutional Management
Various management and leadership seminars, including AMAs The Management Course
and Duquesne University Nonprofit Leadership Institutes The Leadership Academy
PROFESSIONAL AFFILIATIONS
American Society for Training and Development
Society for Human Resource Management
National Retail Federation
American Management Association
Pittsburgh Human Resource Association
National Association of Female Executives
Whos Who of American Women
Cambridge Whos Who Lifetime Member
Strathmore Whos Who Lifetime Member
The Economics Club of Pittsburgh
Executive Womens Council
Powerlink Alumni 06
COMMUNITY INVOLVEMENT
Girl Scouts V Trillium Council, Application Manager
Greater Pittsburgh Community Food Bank, Personnel Committee Member
Pittsburgh Forest Products Advisory, Board Member
Blue Tree Capital Group Angel Investors, Member