Human Resources Customer Service

Karen L. Sandone, MSHR, PHR

**** ***** ****, ***** *****, PA 19454 n 215-***-**** cell

************@*******.*** n www.linkedin.com/in/karensandone

Career Summary

Highly accomplished business executive with over 15 years of extensive experience and knowledge in human resources,

organizational & business development, and client & customer operations for entrepreneurial start up and emerging

corporations in various industries. Possesses strong attributes as a change agent in a leadership role with the core

competence to provide foundation for continued excellence in people relations. Exceptional ability to see the big picture,

determine cost benefits and plan out complex initiatives from inception. Served as a key senior leader in formalizing and

building infrastructure for smaller organizations in alignment with mission and objectives.

Experience Highlights

Child Guidance Resource Centers, Havertown, PA April, 2011-Present

Division Director, Human Resources & Organizational Development

$20M behavioral healthcare organization with approximately 600 employees, 22 programs and 5 locations dedicated to

providing quality behavioral healthcare and educational services for over 55 years.

Accomplishments

Ø HR Leadership & Organizational Development-Key contributor to CGRC in developing “best practice”

standards and protocols in support of CGRC’s mission, leadership and service teams. Serves as HR

practitioner with problem solving acumen, superior interpersonal skills and ability to manage multiple priorities

for projects and programs ranging from conducting comprehensive audits of client HR functions to facilitating

management training programs.

Ø Strategic Business Partner-Leads organization in revitalizing the human resources function as a strategic

business partner or “change agent” through implementation of a solid HR infrastructure launching strong

recruiting/hiring practices, effective organizational development interventions, a total rewards mindset and

strategy, a payroll system, and significant process and documentation improvements.

Ø Management-Directs with “roll up sleeves” management style to perform full range of human resources

functions, including data and employee record management, policy & procedure program, benefits &

compensation management, employee relations & law compliance, recruitment & retention and HRIS system

management.

Ø Coach/Trainer-Provides professional presentations on topics such as sexual harassment, coaching &

leadership, supervisory HR training, employee engagement, recruitment & retention, interviewing techniques,

and more.

Ø Compensation & Benefits-Conceived, developed and implemented series of innovative total rewards

programs, services and leadership initiatives, performance-based incentive compensation programs and

rebuilding and managing benefit programs.

Ø Employee Relations & Compliance-Facilitates preparation for leading the organization through the HR &

training segment of a critical accreditation process for JCAHO, Department of Public Welfare (DPW) and

Department of Education (DPE) compliance audits. Successfully developed and implemented HR policy and

procedures and staff development training protocols to meet the requirements of pertinent labor laws and

governing body compliance.

Ø Recruitment & Selection-Designed and implemented a centralized recruitment program that includes

candidate database tracking, selection & placement strategies through assessment center approach, and

provider credentialing & privileging program. Successfully designed and led the implementation of a

comprehensive onboarding and orientation process for all new hires.

Ø HRIS Systems Management-Conducted a comprehensive HRIS and payroll needs assessment in order to

centralize the enterprise management systems (EMS) and designed and developed the integration plan to

upgrade, implement and interface ADP Payroll, ADP Workforce Now, Halogen Talent Management System and

e-learning management system. Drives improvement and success in through development of HR metrics

reporting on turnover, cost per hire, etc.

Proxus HR, Fort Washington, PA Sept, 2011-April, 2013

Director, Client Services

PROXUS is a Human Resources Outsourcing and Consulting firm that delivers a full range of human resources, payroll

and benefits services to over 500 client organizations across multiple industries.

Ø Served as an HR leader and the organization’s leadership teams and worked closely with client management

teams to provide strategic leadership and tactial management, developed and implemented innovative human

resource programs in such areas as organizational development, change management, compensation and

benefits, HRIS systems, employee relations and recognition, staffing and selection, and regulatory compliance.

Ø Worked on collaborative PROXUS leadership team to launch and manage a fully outsourced Human Resources

Department for several organizations, school districts, etc. and integrated department as part of the team.

Responsibilities included improved benefits and compensation structure, recruit more qualified employees,

improved employee performance, morale and engagement, all of which lead to better client care and

satisfaction).

Physician Recommended Nutriceuticals (PRN), Plymouth Meeting, PA,

Vice President, Client Operations & Human Resources April, 2006-Sept, 2010

Nutriceutical Company partnering with physicians who recommend company’s evidence-based nutriceuticals in order to

enhance long-term health. PRN’s business proposition creates ongoing value to the medical practice through a financial

and operational model that maximizes patient compliance.

Human Resources Accomplishments

Ø Recruited by former President and Officer of acquired company Amcon, Inc., to develop and start up human

resources and client management operations.

Ø Repeatedly promoted into leadership roles based on demonstrated success executing strategy, improving client

and customer relations and retention, identifying patient recruitment strategies and boosting market share

Ø Directed team leading full range of human resources & client operations functions for Canada divisions and US.

Partnered with senior management to deploy innovative long-term human resources solutions.

Ø Spearheaded efforts to identify and execute a recruitment plan to identify major physician prospects through

generating and qualifying leads, attending and creating sales at events and conferences, and recruiting through

various e-communication techniques

Client Operations Accomplishments

Ø Led overall conception and creation of customer relations department including strategic planning, staff

development, hands-on management, information & order processing systems management. Provided strategic

and tactical support sustained improvements in productivity, customer satisfaction and profitability.

Ø Transitioned contracted call center to in-house and built a customer relations team that yielded a 500%

increase in retention sales through exceptional customer service, e-recruitment techniques, and dedicated staff

training and development and patient advocate health coaches

Ø Monitored and analyzed customer satisfaction, developed training programs and established policies for

customer inquired, inbound/outbound sales and order input by 30% within 6 months and increased patient new

leads and sales by 45% within 3 months

Amcon, Inc., (division of PRN) Plymouth Meeting, PA

Director, Human Resources & Client Relations Jan 1998 - May, 2006

Healthcare Management & Consulting firm specializing in practice management and operations.

Contracted with several companies, such as, Child Guidance Resources Centers (non-profit), Bishop Eustace Preparatory

School (private parochial high school), Tenant Hospital Systems, USHealthconnect (profit) and Irus Corporation (profit) to

perform HR related projects.

Ø Transformed HR from administrative role to strategic business partner, including working with senior management to drive key

business and implement Human Resources program both in-house and client-base programs.

Vanguard Healthcare Group & Omnia Inc., (division of Amcon, Inc), Blue Bell, PA

Director, Physician Recruitment April 1992 - Dec 1997

Operations Manager Jan 1991 - March 1992

Coordinator, Physician Services June 1988 - Dec 1990

$25 Million Dollar women’ s healthcare company specializing in practice management & operations.

Spearheaded initiatives and launched company’s recruitment department, talent assessment, training and development,

performance management, retention, compensation procedures and policy management. Significantly improved

productivity by establishing best practices for payroll, performance metrics, and other policies, bring congruity to

procedures across multi-site locations.

Ø Selected as “Physician Recruiter of the Year” for leadership in physician staffing and recruitment and singlehandedly

built company’s physician recruitment division yielding one of the largest Ob/Gyn physician groups nationwide.

Ø Managed HR & physician recruitment department composed of six staff members and provided HR and medical

credentialing support to corporate office, 300 employees, and 50 practitioners at 44 different locations.

Ø Successfully designed & implemented an in-house recruitment department that included medical credentialing,

obtaining clinical staffing leads, developing physician database, handling interview set up and accommodations, and

analyzing recruitment sourcing strategies.

Education

Masters of Science in Human Resources Development, 2013

Villanova University, Villanova, PA

The SHRM Human Resources Certification, 1996

Villanova University, Villanova, PA,

Bachelors in Business Administration, Major: Marketing & Communications, 1988

LaSalle University, Philadelphia, PA

Professional Developments & Affiliations

Ø PHR Certified through HR Certification Institute

Ø Society for Human Resources Management (SHRM) Member

Ø Greater Valley Forge Human Resources Association

Ø Philadelphia Human Resources Planning Society (PHRPS)

Ø National Customer Service Conference-Secret Service Summit, 2009

Ø Zingerman’s Art of Giving Great Service Training Certificate of Completion, 2010

Ø Medical Group Management Association

Ø Healthcare Business Women’s Association

Ø Executive Board Member, Philadelphia Eagles Alumni, 2009

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