Human Resources Quality

ANNE PATEL

******@*****.***

April **** to August 2006 Stanford University Medical Center

Senior Guest Services Representative

Responsibilities:

* Developed new work processes based on industry best practices to

enable Stanford to become more competitive with other institutions

* Drafted a mission statement and goals for Stanford University Hospital

* Drafted correspondence for the Stanford University Hospital CEO to

address patient complaints.

* I coordinated responses between the various functions of the hospital

such as legal, accounting and the medical heads of departments to

resolve complex issues.

August 2005 to April 2006 Volunteer at Stanford University Medical

Center

April 2002- September 2003 Ministry of the Attorney General and the

Ministry of the Solicitor General,

Toronto, Canada

PROJECT LEAD, COMMON SERVICE STANDARDS

Responsibilities:

* The Government of Ontario was dealing with declining customer

satisfaction.

* I researched and analyzed the root causes

* I worked with all business units in developing individual quality

metrics.

* I implemented a corporate plan of new quality standards impacting

13,000 employees. The net result was quarterly improvements, as

measured by formal audits and linked to bonuses for heads of

departments.

* Developed a corporate communication strategy to market new Quality

Service Standards throughout the Justice Sector.

* Evaluated compliance on a quarterly basis to two Deputy Ministers (the

US equivalent would be the State Attorney General)

* Completed Quest for Quality Certificate from the National Quality

Institute. Similar to ISO 9000 quality standards

* Supervised an implementation team spread over 250 locations.

Sept 2001 - April 2002 Management Board Secretariat Toronto,

Canada

CHANGE MANAGEMENT CONSULTANT

Responsibilities:

* As part of an initiative to improve processes, I helped introduce

PeopleSoft to the Ontario Government; I worked with a Business Review

team to redesign HR processes across eleven ministries. The common

challenges I overcame included dealing with change resistance, silo

functions, organizational anomalies and complexity. This business re-

engineering initiative impacted over 8,000 employees. It led to 40%

improvement with employee satisfaction.

Oct 1993 - Sept 2001 Ministry of the Attorney General,

Toronto, Canada

HUMAN RESOURCES INNOVATIONS CONSULTANT

Responsibilities:

* I worked within a SWAT team to implement strategic organizational

changes at very short notice and with high visibility.

* Drafted and effectively implemented HR Policies as required by

legislation and driven by Best Practices.

* Developed communication materials to promote human resources

initiatives i.e. HR Newsletters, Payroll inserts, Strike Bulletins

etc.

* Provided advice and interpretation of legislation and collective

agreements

* Confer with area managers and regional leadership to identify

recruiting needs, developed job specifications, qualifications, and

skills

* Received an Employee Recognition Award for Better Business Practices

* Supervised a team of web masters.

* Received a letter of Recognition from the Premier of Ontario, Robert

Rae

Sept 1990 - Oct 1993 Public Service Commission of Canada,

Toronto, Canada

STAFFING OFFICER

Responsibilities:

* Client group included two of the largest federal departments: Ministry

of Defence and the Ministry of Agriculture.

* Coordinated relocation, reporting dates, security clearances and

employment processes

* Prepared offer letters, contracts, welcome information for new staff.

Nov 1989 - Sept 1990 Public Service Commission of Canada, Toronto,

Canada

COORDINATOR, EMPLOYMENT EQUITY PROGRAM

Responsibilities:

* Identify and coordinate initiatives to raise the Federal government

profile as an "employer of choice"

* Support the region's strategic recruiting needs by developing a

pipeline of qualified candidates through networking and market

outreach to various minority communities and educational

establishments.

* Defined target segments, evangelizing the key equity initiatives

* Managed campus recruitment programs

* Managed budget and person years.

*

EDUCATION

Bachelor of Arts (BA),1987 University of Toronto, Toronto, Ontario, Canada

Post Graduate 3rd Level Human Resources Certification (University of

Toronto)

PeopleSoft, Project, Excel, Word, Quest for Quality, Diversity Training,

IABC Project Management (3 days), Design and Deliver Training Workshop (5

days), Consulting Skills Workshop, Staffing and Labor Relations Training (

5 weeks with the Federal Government and 2 weeks with the Ontario

Government)

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