Joel Klamm

Led over 180 complex workplace investigations annually across North America, consistently achieving 100% goal on 14-day and 24-day closeout metrics with a perfect quality score. Collaborated with legal, HR, and executive stakeholders to resolve high-impact cases, ensuring compliance and ethical standards. Implemented regional uptraining courses and presented trend-based insights to drive systemic

Directed a 400+ employee operation across 7–10 direct leader reports, achieving top 5% in site employee engagement metrics. Implemented a targeted retention program with HR, which increased 30–90 day retention by 32%. Led cross-functional improvement projects with Safety, Engineering, and HR to align field execution with corporate objectives, reducing safety incidents by 76% and injury rates by ap

Managed logistics and workforce planning for Inbound Dock and Stow operations. Delivered leadership development plans that resulted in internal promotions across manager roles. Streamlined onboarding practices and reinforced culture-building through constructive coaching and data-led performance reviews.

Supported regional HR operations, focusing on employee relations, compliance, and risk management. Conducted workplace investigations and provided resolution recommendations to leadership. Implemented standardized HR processes for recruitment, onboarding, and performance management.

Led the implementation of a new telecommunications partner support system. Developed standard operating procedures for a 30+ agent helpdesk. Created a cross-functional training program adopted by 3 partner companies and managed relationships with key telecommunications partners, facilitating conflict resolution and process improvements.

Trained over 500 agents across 4 states on product knowledge, service standards, and process adherence. Developed standardized training materials, reducing training time by 30%. Created a quality assurance program that improved performance by 45% and managed a specialty 30+ agent helpdesk, facilitating real-time communication between partner companies.

Developed an enterprise-wide fraud prevention system, which reduced losses by $2.1M annually. Managed a fraud prevention team of 30+ agents across multiple sites, reducing average handle time by 45%. Created standardized B2B support processes adopted by 5 call centers, improving first call resolution by 55%.

Led multi-site operations across South Carolina and the East Coast, managing over 100 field technicians. Improved field service metrics by 35% through the implementation of standardized processes, partnerships, and self-designed training. Reduced service complaints by 25% by developing quality control measures and technician training programs, while managing a $5M annual budget and achieving a 15%

Served as an L5 Crew Chief, A&P trained, and Certified Trainer on Secondary Power and Hydraulics for F-15E aircraft. Held similar certifications for F-16, F-22, F-35, A-10, and UAV platforms.

Grade: 3.9

Graduated with Summa Cum Laude honors, achieving a GPA of 3.9. Focused on the application of psychological principles within organizational and consumer contexts.