Customer Service Management

Bobbi L. Kloss

San Antonio, TX - 210-***-**** - *******@****.**.***

Human Resources (HR) Director - Sr. HR Paralegal - Compensation & Benefits -

HR Compliance - HRIS & Applicant Tracking Systems (ATS) - HR Project Management -

HRO / PEO - HR Training & Development - Employee Relations

20+ years HR Management & HR Federal & State Regulatory & Compliance & HR Outsourcing

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(HRO) Services experience

11 years exp. with national PEO (HR outsourcing / Professional Employers Organization) - Insperion

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(formerly Administaff) - Sr. Paralegal hired to build new corporate HR organization and conduct legal

research for all HR services launched and added as the company grew

10+ years experience leading & delivering HR consulting services to major clients, managing up to 10+

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HR clients concurrently - delivering HRO services including payroll, compensation & benefits & personnel

management

Lead HR teams and staff of up to 5+ team members & organizations of up from 10 - 50,000+ employees

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As Government Liaison with major PEO worked with various government agencies including EEOC,

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OSHA, DOL, DOT. Led investigations, mediations, audits & alternative resolution disputes (ARD)

Largest projects & budgets managed for start-ups & established HR departments of up to $1 Million

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Key HR consulting clients industries include: Biomedical, Healthcare, Manufacturing, Retail, Social

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Services, Call Centers

Managed & Negotiated Compensation & Benefits programs including all state-level & Department of

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Labor (DOL) & IRS compliance: Health & Welfare Benefits plans, 401(k) plans, Profit Sharing Plans,

Dental & Vision, Life Insurance, Workers Compensation, Short and Long Term Disability, Paid Time Off

Designed, evaluated & launched Sales & Compensation Plans, Bonus & Commission structures,

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Executive Compensation plans, Career Track Programs & conducted extensive Competitors' & Market

Analysis

Consulting HR team member in Corporate Mergers & Acquisitions activity for clients; conducting Due

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Diligence prior to client acquisition to ensure all HR matters & liabilities were appropriately handled before,

during & after acquisitions

Conducted HR Due Diligence research for PEO Insperion (then Administaff) Vice President prior to

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Administaff's going public

Paralegal - previously certified in Texas - graduated from Paralegal program with 4.0 GPA

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Developed recruiting budgets and plans - Implemented several proprietary applicant tracking

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systems (ATS) to optimize resource utilization while maintaining cost controls

Teamed with Executives for strategizing on upward mobility & developed plans and budgets to meet

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growth needs

Recruited creatively using sourcing options for 1000+ exempt and non-exempt positions sourcing

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through job boards, LinkedIn, Facebook, community boards, creating employee referral bonus,

networking, headhunting

Wrote and administered HR policies and procedures to maintain compliance with OSHA, Joint

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Commission, Worker’s Compensation, FCRA, FMLA and COBRA, HIPPA, IRS & DOL & other

federal & state laws

Bobbi Kloss 1-210-***-****

PROFESSIONAL EXPERIENCE

3/2003 - 6/2012 Heritage Children - HR Director - Founder - Board Member - San Antonio, TX

Part-time -3/03-2010 & Full-time 2010 - 6/2012.

Non-profit providing life skills and mentoring to young adults in foster care community.

Launched & grew non-profit start-up. Built & managed HR operations. Launched services into San Antonio

and surrounding communities. Implemented HRIS systems. Held seat on Board of Directors. Developed &

administered objective based youth training programs, intern and volunteer programs. Created, administered

& managed budget. Managed staff of three, five interns and 50 annual volunteers.

Structured and implemented creative training programs for employees, youth and volunteers

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adapting to challenges within “revolving door” of foster care population.

Developed and administered organization budget contending with trends in non-profit funding.

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Fostered a teamwork/open-door environment conducive to positive dialogue across the organization,

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San Antonio non-profit and Business community, Board of Directors, Employees, Interns, Youth and

Volunteers.

Project Managed and Chaired the Program and Operation Committees engaging Non-Profit and

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Business community to participate and play strategic role in development of essential programs

Ensured on-time delivery of products, training programs including calendar management and

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accountability measures.

3/2003 - 2010 Human Resources Consulting - Principal Consultant - concurrent with nonprofit part-time

HR Management Consulting Services to small – medium size business;

JMS Benefit Solutions - 2004 – 2010. Benefit provider

Teamed with JMS to provide HR consulting services to their client base

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Reviewed HR policies and procedures and updated as necessary to ensure compliance with local,

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state and federal regulations.

Created safety and workmen’s compensation programs, policies and procedures to reduce

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injuries, coordinate with FMLA, & ensure return to work.

OsteoBiologics, Inc. - 4/2003 - 2008. Bio-medical research & development

Developed and administered recruiting plans and procedures minimizing and/or eliminating

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outside agency costs and reducing turnover costs.

Teamed with V. P. Sales to write and implement Sales Compensation and Incentive program.

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Managed Health & Welfare and 401(k) annual enrollments including development and

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Executive reporting of employee satisfaction survey, budget and cost comparisons, roll-out of employee

notices & meetings, follow-up to ensure accuracy in benefit selections, vendor invoicing & employee

satisfaction.

Conducted audit of Hr policies and procedures; updating Employee handbook, organizing

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employee files

Conducted liability management training to staff and supervisors

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BioMedical Enterprises - 2008. Bio-medical research & development

Investigated in-house EEOC complaints, made recommendations and presented to Executive

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Committees for adherence to EEOC compliance,

Led implementation team of review and rewrite of HR policies and procedures

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Trained staff and management on liability awareness.

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2

Northeast Internal Medicine - 2008 -2009. Physician’s office

Provided organizational development and restructuring management to ensure maximized

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usage of staff. This included interviewing of staff, conducting assessment and performance evaluations,

review of policies and practices, development of job descriptions. Implemented changes allowed for re-

aligned workflows, removal of duplication of processes, ability to reduce back-log of case management

and invoicing increasing receivables by 20% in first year.

Mediated between Management and Staff to ensure fair and equitable business practices

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and accountability in employee performance.

8/2001 - 3/2003 Baptist Hospital System - Benefits Manager – San Antonio TX

Leading community healthcare organization employing over 2,500 professionals and healthcare providers

Engaged to manage the Benefit Department of multi-site organization, quickly promoted to Benefits Manager.

Included professionals and healthcare providers. Managed staff of seven included Health & Welfare, Workers’

Compensation and FMLA and Employee Perks.

Key Results:

• Led the Implementation Team for HRIS Benefit System including developing time-line, coordination

of IT and vendor testing, annual enrollment, vendor and provider management.

• Improved reputation of Benefit Department as being non-responsive to employee needs

o Reduced 72 hour turn around employee service response by implementing a Benefits customer

service system to provide 24-hour response time.

o Mentored and Administered continued staff training on delivery of exemplary customer service

skills.

• Integrated the physical move, management and staff of FMLA and Workers’ compensation

departments under Benefits umbrella ensuring smooth transition and continued customer service

response to employees.

• Conducted monthly audits of all benefit invoices which saved company annually over $500,000 in

inaccurate billings.

• Audited and updated FMLA policies and procedures to comply with regulations which saved company

average $50,000 annually in lost FMLA benefit premiums.

7/1998 - 5/2001 Sevis Systems - HR Director - San Antonio TX

Multi-site telecommunications start-up company

Hired as first HR Director for organization. Responsible for creation and management of all HR policies,

practices and procedures. Managed staff of 1 in and co-managed payroll with Finance Dept.

• Developed first annual HR budget and project implementation plan to lead company through fast

growth in hi-tech positions, employee training, formal compensation and benefit programs, and new

sales compensation and incentive plans.

• Led San Antonio location through right-size downsizing, closure and move to Richardson, TX

location. Included providing competitive relocation packages, outplacement services for displaced

employees

9/1988 - 7/1998 Insperity (formerly Administaff) - Senior Compliance Paralegal & Sr. HR

Generalist/Consultant – Houston TX

Professional Employers Organization (PEO) Hired for launch of PEO & Managed HR functions for multi-

site/multi state and large growth clients. Managed up to five staff for designing and growing HR functions

and to launch Professional and HRO services;

Bobbi Kloss 3-210-***-****

Served as Nationwide Government Liaison investigating, mediating, making recommendations for

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Compliance in areas of EEOC, OSHA, Workers’ Compensation, State Regulatory Agencies and

Department of Labor (DOL)

• In-house Mediator between Management and Employee negotiating equitable settlements

between parties. Held success rate of 95% of annual EEOC complaints among 50,000 employee base

reaching in-house resolution.

• Launched Recruiting Department including proprietary Applicant Tracking Systems (ATS)

• Developed Client Outplacement Division, Unemployment Department, Government Liaison

department

• Led integration teams of Legal and Human Resources policy, practices and procedure for

corporate and client base

EDUCATION & CERTIFICATIONS

Lakewood Community College - Lakewood, Ohio Political Science Studies

Center for Advanced Legal Studies – Houston, Texas Paralegal Certification 4.0 GPA

PROFESSIONAL DEVELOPMENT & KNOWLEDGE BASE

Maintain training in all areas of expertise Computer Skills: Intermediate: MS Office, Adobe

Employee Benefits

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Payroll

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Worker’s Compensation

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AAP/EEO/ADA/FMLA/ADEA/NLRB/OSHA/DOT

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Supervision

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Mediation

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Legal aspects of Hiring/Firing

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Compensation Analysis

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Safety

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HRIS & ATS Benefit applications

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In training for SPHR - Sr. Professional HR - Society for Human Resource Management (SHRM)

Advocacy Volunteer for The Justice Foundation and Foster Care youth mentor

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