Human Resources Manager

7/2012 - Present

Individual Contributor

• -Associate file maintenance Ensure that associate files are complete and consistent. - Employee verifications: Utilized BSWIFT HRIS software to provide verification of employment for financial institutions and potential employers. - Employee performance plan management: made sure that all plans were completed and submitted for executive approval. - Updated merit increases in HRIS systems. - Provided support to recruiting director and manager. Directly sourced candidates, pre-screening candidates through telephone interviewing, setting interview schedules, conducting reference checks and work with hiring managers to hire the best candidate. Used search engines, job boards, networking, social media, referrals, ad responses and user groups to identify top talent. - Provided support for 175 associates located throughout the United States. Answered questions regarding benefits, salary and organizational procedures. - Conduct EVerify / I-9 verifications - Conduct background checks w/3rd party vendor: Worked with vendor to conduct background checks for potential new hires. Also worked with government security areas to obtain top secret clearance for associates.

4/2007 - 1/2012

S&S Healthcare Strategies

Manager

• Payroll: • Review hourly electronic submissions (ADP) • Trained new hires on how to submit time reports • Trained associates on how to submit Time Off request • Approved management level time off requests - Recruitment: Directly sourced candidates, pre-screening candidates through telephone interviewing, setting interview schedules, conducting reference checks and work with hiring managers to hire the best candidate. Used search engines, job boards, networking, social media, referrals, ad responses and user groups to identify top talent. Sourced applicants for the following positions: • Executive (Chief Operations Officer) • Information Technology: Senior Programmer, Jr. Programmer, Plan Builders, IT Manager • Mid level management (Project Managers, Customer Service Manager, Claims Manager) • Customer Service Representatives • Claims Examiners • Clerical Staff - On-boarding: • Generate Offer Letters • Provider verbal offers to candidates • New hire orientation • Review Employee Handbook • Review and complete tax forms • Review and complete medical benefits forms • Conduct HIPAA Training • Discuss equipment (ID badges, network logins, voicemail setup) • Discuss vacation and sick leave policy • Conduct Privacy Training • Discuss Work/Life & Wellness program • Conduct Sexual Harassment training - Performance Management: • Designed and implemented baseline performance review form • Trained 8 managers on how to complete the form. - Benefit and 401k administration * Coordinate Open Enrollment activities * Serve as contact for employee inquries with respect benefit questions. * Deliver year Summary Plan Documents to each participant - Planning and implementation of employee relations activities. • Served as Chair of the HR Steering Committee which planned and implemented employee programs and activities. - Administer FMLA program. - Employment and compliance to regulatory concerns and reporting - Handle Unemployment Compensation claims: • Represented company on all Unemployment disputes. • Successfully received 100% positive determinations on all disputes. • Informed associates of Unemployment rights at termination. - Handle associate relations - individual, disciplinary, termination - Offer letters: • Prepared and presented to new hires. • Conducted salary negotiations on exempt level positions. Coordinate internal /external salary surveys and act as point-of-contact for compensation information and direction. Provided input on salary offers, merits and adjustments. - Assisted eight (8) managers with employee performance issues and appropriately administers the Performance Improvement Plan (PIP) process - Provided guidance with respect to corrective action plans and disciplinary actions to eight managers, Chief Financial Officer, Chief Operations Officer and Chief Executive Officer. - Managed a total staffing of 18 employees o Five Quality Auditors o Three Plan Builders o Two Account Managers o Five Enrollment Representatives o One Nurse Manager o One Receptionist o One Senior Administrative Assistant - Policy development and documentation - Company employee communications

2/2006 - 4/2007

Xerox (fomerly Affiliated Computer Solutions)

Manager

• Managed 24 CSRs, two team leads, one trainer, two business analyst, three claims examiners. Leadership and guidance of the call center and customer services departments. - developed performance metrics - recruited, hired and trained new associates - budget (profit and loss) - had direct client interactions regarding performance, new business and expectations. PROFIT AND LOSS RESPONSIBILITY WITH OVERALL CONTROL OF PLANNING, STAFFING AND BUDGETING RESPONSIBILITIES. • Determined call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identified and evaluated state-of-the-art technologies; defined user requirements; established technical specifications, and production, productivity, quality, and customer-service standards.; • Developed call center systems by developing customer interaction and voice response systems, and voice networks; this allowed us to provide one stop shop transactions on the initial inbound call; reducing the number of required returned calls by 70% during the first year of implementation. • Maintained and improved call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. • Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. • Met call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Successfully exceeded budget variances through reduction in manual processes and utilizing improved technology to increase the productivity of the agent. • Prepared call center performance reports by collecting, analyzing, and summarizing data and trends. • Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades. • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

2/2004 - 2/2006

International Medical Group

Manager

• Coordinated workflows. Conduct performance sessions. Conduct telephone audits. Handle escalted calls from members Handled escalated calls from providers Provides coaching and feedback to team members, including formal corrective action Conducts annual performance reviews for team members Budget responsibility for call center (Develop, maintain and monitor) ENSURED ADHERENCE TO SERVICE LEVEL AGREEMENTS OF QUALITY, PRODUCTIVITY, ACCURACY, AND ANY OTHER DEFINED METRICS. DROVE IMPROVEMENTS IN OVERALL SERVICE LEVELS, TRANSACTIONAL EFFICIENCIES AND COST MANAGEMENT. RESPONSIBLE FOR THE EXECUTION OF CONTRACTUAL PLANS FOR INDIVIDUAL CLIENT PROGRAMS AS WELL AS COMPLIANCE TO ALL CONTRACTUAL COMMITMENTS. RESPONSIBLE FOR DAILY, WEEKLY, MONTHLY INTERACTIONS WITH CLIENTS INCLUDING STATUS UPDATES, PROBLEM RESOLUTION, PROACTIVE COMMUNICATION AND ON-GOING RELATIONSHIPS. ENSURED MANAGEMENT TEAM AND ASSOCIATES EXHIBIT A HIGH DEGREE OF OWNERSHIP AND ACCOMMODATION WHEN INTERFACING WITH CLIENTS AND CUSTOMERS. INTRODUCED A CULTURE OF SERVANT LEADERSHIP THROUGH TRAINING, LEADING BY EXAMPLE AND EMPLOYEE DEVELOPMENT.

3/1999 - 2/2004

Wellpoint (Formerly Anthem BC/BS)

Manager

• - Accomplished customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. - Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change. - Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. - Determined customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications. - Improved customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes Improve employee engagement and increase Vital Signs Survey scores Direct overall operations, determine performance objectives/metrics and define tools to measure progress and ensure consistent achievement of business objectives Analyze performance data and work to re-engineer processes through benchmarking with external and internal business partners Foster a climate for superior customer service Responsible for customer satisfaction, administrative cost and quality management to ensure metrics and goals are met Highly involved with workforce management and load balancing (i.e., appropriate balance of staff to call volume) Responsible for site management in absence of Service Director Drive key operational and business level initiatives as assigned by site Service Director Align with key business partners to serve the customers Participate in strategic efforts to secure new business for the site in a support role, including participation in new business finalist meetings Flexibility to travel on occasion to support growth to new or existing business opportunities. Help Service Director ensure all managers are aligned to and meeting the goals of the business plan Work with business managers on all Human Resources initiatives, including compensation planning, performance management, staffing and employee relations concerns/issues, employee recruitment, training, self-directed teaming and employee development Help to develop and motivate high-caliber business managers May also be responsible for some administrative functions within assigned office (e.g., community activities, site emergencies, corporate initiatives, site-wide communication, IT, cultural issues within site, office visits)