Manager Customer Service

Annette G. Hannah

**** ******* ****, *********, ** 40513

Cell 859-***-**** - abm34m@r.postjobfree.com

Linked In Profile including references:

http://www.linkedin.com/in/ahannahlex

Summary

Professional Recruiter and HR Generalist with 20 years' experience focused

in newer technologies, mass social media, internet blitzing, and active

networking for placement within the Technology Healthcare and EMR,

Accounting, and Executive markets. Sole proprietor who has built an active

and responsive global network of partnerships including recruiting

professionals, EMR and healthcare technology professionals, Accounting and

Finance professionals, technology and systems professionals, Executives,

and licensed clinicians.

Staffing and Recruiting of Healthcare Technology professionals for client

sites around the US focused primarily in the areas of inpatient and

outpatient EMR applications and large-project implementations such as EPIC,

Siemens, PACS/RIS, McKesson, Cerner Eclipsys, IDX, and proprietary

applications. Other professions recruited for: Accounting/Finance, IT

Developers, Engineers, Clinicians, and Executives.

Human Resource Generalist and Staffing Professional with nearly 20 years

diverse experience across multiple markets including: healthcare, EMR,

healthcare technology, automotive manufacturing, finance, banking,

industrial, and insurance. Managed large corporate client accounts and

multi-onsite programs, full life-cycle staffing across multiple states for

all levels of healthcare professionals, high-volume technology staffing

leadership, Onboarding and Outplacement, Employee Relations, Training, full

responsibility for budgeting, P&L, and supervising exempt and non-exempt

employees. Established team leader with strong technology skills, customer-

centric attitude, and national networking abilities.

Specialties

. HR Generalist with emphasis in Employee Relations, Conflict Analysis

and Resolution, due diligence auditing and reporting, Payroll

analysis, processing, and issue/error resolution, career coaching,

successful Onboarding, Benefits analysis and development, training and

implementing policies and procedures, and compensation package

analysis in non-union environments, worker's compensation analysis and

procedure implementation

. Lead HR Auditor for I-9 Compliance and worker's compensation

procedures utilizing multiple verification systems; trained new HR

Coordinators on EEO procedures for continued Audit success

. Recruiting of bilingual technology candidates including

spanish/english, and japanese/english professionals

. Client presentation skills to "C" level managers

. Responsibility for full budget development and implementation, monthly

P&L management for up to $12mm budget

. Developed internal outplacement processes for three employers in order

to assist our clients with employees who were being displaced

. HIPAA Certification

. Staffing and Recruiting of Clinical (RN, Pharmacist, Orthotics,

Physical Therapists, Radiology) and Healthcare Technology

professionals for client sites around the US; focus primarily in the

areas of inpatient and outpatient hospital applications and large-

project implementations such as PACS/RIS, McKesson, EPIC, Siemens,

Cerner, Eclipsys, IDX, and proprietary systems and applications

. Group Manager, Linked IN KY HR & Staffing Network (120+ members)

Certifications

HRIS Certs: VURV, Taleo, UltiPro/UltiWeb, Oracle HRIS, SAP IRIS,

RecruitMax, ResTrac, PCRecruiter

HIPAA Certification (2002)

ACCENTURE: Train The Trainer

BBI Certifications: Predictive Index (2006), Wonderlic (2005)

Volt: Certified Branch Manager, Certified Account Executive, Certified

Program Management, Certified Customer Service Manager

Professional Experience:

Sr. Contract Recruiter - Carhartt, Inc. - Jan, 2010 - Feb, 2010

Apparel and Textile Manufacturer - Global HQ in Dearborn, MI and Irvine, KY

Brought in on a contract basis as Carhartt Recruiting was split outside of

Human Resources, as part of a team of senior-level contract recruiters to

develop the newly created Recruiting Division into a Global Talent

Management Office vs. a traditional reactive recruiting desk of the past.

KPI's that were successfully met included:

. Focus on developing "Recruiting" as its' own brand outside of HR

via multi-media advertising, professional and social media

. Led recruitment efforts for multiple positions in Asia, Mexico, and

Kentucky while re-engaging hiring managers to progress the

interview process; these positions include IT, Sourcing Managers,

Human Resources, Training & OD Managers, and Industrial Security

Managers.

. Developed targeted interview guides per open position

. Led initial Workforce Meetings with inhouse hiring managers per

open position

. Re-generate advertising and recruiting for specific positions in

Asia and Mexico

. Database management and cleanup for multiple positions in Asia,

Mexico, and KY

. Team member for evaluation of external sources, and developing new

processes for external vendor interviews and acceptance

. Team member for investigating new media and advertising for IT

positions including 5-year SAP project for Carhartt One.

Assignment completed; references available; possibility of return as

needed.

Sr. HR Recruiting Consultant - Team Hannah Consulting, sole proprietorship

Hospital & Health Care Technology July 2007 -

Present

Developed a selective team of US-based partners focused in placement of

professionals and consultants specializing in Accounting, IT and Systems,

Executives, EMR, Practice Management, and Informatics arenas. Emphasis on

IT and Accounting staffing and placement within Global Manufacturing,

Learning Management Corporations, Remote CSR and Concierge Corporations,

and Telecommunications corporations around the US. Clinical placements

include RNs, FNPs, PAs, MDs, Pharmacists, Orthotics, Physical Therapists,

Radiologists and Hospital EMR implementation projects including Executives,

EPIC, McKesson, Siemens, Cerner, PACS/RIS, AllScripts, IDX, CPOE, ClinDoc,

and Eclipsys product expertise. Team Hannah utilizes mass social media and

active professional networking for candidate interaction and viability.

www.teamhannahconsulting.com

Volunteer - Refuge Medical Clinic, Jessamine County Health Department -

10/09 - PR

EMR Specialist responsible for patient registration, scanning of medical

records, documents, lab results to digital EMR, verification of income and

eligibility, updating current medical record, and/or setting up new patient

electronic medical record. Working with doctors, nurses, and PAs to cycle

patients through the appointment process in a timely manner. Set followup

appointments as directed by the clinicians. Refer qualified candidates to

additional clinical staff in other facilities as needed.

Wireless Group HR Recruiting Project Manager at ACS (Affiliated Computer

Services)

Lexington, KY August 2006 - July 2007

Affiliated Computer Services, Inc. (NYSE: ACS), a premier provider of

diversified business process outsourcing (BPO) and information technology

outsourcing (ITO) solutions to commercial and government clients worldwide.

Based in Dallas, ACS is a FORTUNE 500 company of more than 55,000 employees

supporting client operations reaching nearly 100 countries. Recruiting

operations were regionalized, and my position, along with my department,

was transitioned and eventually eliminated.

Senior HR Recruiter responsible for all ACS exempt and non-exempt,

production and non-production personnel sourcing and hiring for a large,

global telecommunications firm. Areas of focus include Customer Service

Representatives, Healthcare Support Representatives, Information Systems,

Administrative, Executive Management, Quality Managers, and Supervisors I-

III. Successful HR metrics: 1) Exceeded monthly and quarterly non-exempt

production hires by 40% on average per month, 2) Partnered with floor

supervisors to reduce termination rate from 45% per month to < 9% per

month,

3) Developed and administered the site's first "Supervisor Hiring Manual'

including Supervisor Training Courses which became mandatory for each

Supervisor to complete, and are still in place today. Partnered with

management to educate supervisors on the importance of intelligent hiring

decisions, retention metrics, and developing an 'employee friendly' work

environment for the first time in the history of this site. Documented

civil rights violations allegations, sexual harrassement allegations, on-

the-job injuries, discrimination complaints. Determined eligibility of

tuition reimbursement program along with appropriate reimbursement amount

and other peripheral benefits for all exempt and non-exempt employees in my

department. Asked by other local ACS units to assist in a voluntary

outplacement process in order to transition downsized ACS workers from one

business unit to another in order to avoid full displacement.

Kentucky Area Operations HR Manager at HR Affiliates, Inc.

Human Resources Professional Placement Firm May 2005 - August 2006

Managed sales and service solutions for clients in the healthcare and

clinical consulting and permanent placement, technology, risk management,

Help Desk, Automotive and insurance industries throughout central and

eastern Kentucky, including offices and staff in Lexington, KY and

Elizabethtown, KY. Hands-on management of two separate offices valued at

$2mm each, with a total of 5 direct reports, and 300 in-direct reports.

Successful metrics: 1)Lead internal HR Audit teams to 100% compliance up

from 45% compliance to Federal EEO standards for I-9s and internal database

identifiers, 2) lead monthly training workshops for all management staff on

the most cost-effective use of online job boards and postings. Managed and

was first point of contact for all civil rights violations allegations,

sexual harrassement allegations, on-the-job injuries, discrimination

complaints. Managed return-to-work correspondence and patnered with

worker's compensation company for documentation of claim. Determined

eligibility of tuition reimbursement program along with appropriate

reimbursement amount and other peripheral benefits for all exempt and non-

exempt employees. Developed and volunteered to assist large clients with

outplacement processes as needed for layoffs and to keep local employees

working.

Recruited by ACS to lead high-volume staffing for a nationally recognized

site in Lexington.

Branch Manager at Volt Services Group - Lexington, KY

Public Company ; 10,001 or more employees ; NYSE: VOL ; Staffing and

Recruiting Industry May 2004 - April

2005

As the only Branch Manager in the state of KY, I led a $47 million branch

with 9 direct reports, and 900 indirect reports including 7 area onsite

programs worth $5 million dollars each to the organization. The emphasis at

the time was in the area of technology placement, light industrial program

management, and clerical placement. Successful metrics: 1)grew the KY

onsite staffing program from 2 programs in the spring of 2004 to 7 onsite

programs in multiple parts of KY by the spring of 2005 with a minimal

turnover in staff, 2)led team meetings to analyze current benefits program

and competitor's trends which aided in increasing retention among non-

exempt employees. Managed and was first point of contact for all civil

rights violations allegations, sexual harrassement allegations, on-the-job

injuries, discrimination complaints. Managed return-to-work correspondence

and patnered with worker's compensation company for documentation of claim.

Determined eligibility of tuition reimbursement program along with

appropriate reimbursement amount and other peripheral benefits for all

exempt and non-exempt employees. Developed and volunteered to assist large

clients with outplacement processes as needed for layoffs and to keep local

employees working.

Branch Managers were laid off by region beginning in December, 2004.

Managing Partner at Technology Search Solutions, LLC - Winston-Salem, NC

Privately Held ; 51-200 employees ; Information Technology and Services

Industry

Implemented first HR Policy and Procedure manual, analyzed and selected

national benefit and payroll administration company to outsource payroll

administration as the branch grew by consultant numbers, recruited and

placed IT professionals across the southeast region, managed internal

payroll processes, lead client relationship management for multiple

national clients across the southeast, Virginia, and Kentucky, invited to

complete RFP/RFQ process for long-term IT services contract for nationally

recognized hospital - participated as the only local vendor invited and

came in second to a global BPO.

Relocated to Lexington, KY by Volt Services Group. February 1998 -

March 2004

Data Abstractor, Wake Forest University/Baptist Medical Center - Winston-

Salem, NC

State funded hospital and healthcare facility; Healthcare Information

Technology

Obtained HIPAA Certification - 2002

While leading the start-up of Techology Search Solutions, LLC, I worked-

part time as a Data Abstractionist from 2002-2004 at Wake Forest

University/Baptist Medical Center utilizing LastWord and IDX. This position

averaged 25-30 hours per week, was grant based out of the University of

North Carolina at Chapel Hill, and was initially a 3-month project that

ended up receiving funding for 2 years. I worked to abstract very specific

data from medical records at WFU/Baptist Medical Center to populate fields

for the National Stroke Registry. Received training onsite at Chapel Hill

throughout the 2-year position on IDX and LastWord. Reported to grant

managers at Chapel Hill, as well as several Neurologists at WFU/Baptist

Medical Center who monitored the progress of the project on a local level.

My position was part of a team of abstractionists located throughout North

and South Carolina. Successfully abstracted exact data throughout the

project timeline, and exceeded expectations on the amount and accuracy of

data populated that represented Baptist Medical Center Neurology Division.

Received complete training from both the University of North Carolina at

Chapel Hill as well as Wake Forest University/Baptist Medical Center on

clinical workflow, IDX, LastWord, patient ADT, and workflow processes.

Sr. IT Recruiter and Account Executive - Williams, Roberts, Young LLC -

Winston-Salem, NC 02/1996 - 02/1998

Sr. IT Recruiter Consultant, American Express Corporation - Greensboro, NC

02/1995 - 01/1996

Sr. Recruiter and Account Executive - Robert Half, Int'l - Knoxville, TN

and

Winston-Salem, NC 02/1989 - 01/1995

Education

Bluegrass Community & Technical College - Lexington, KY

Course Work, Spanish III, IV 2004 - 2007

Forsyth Technical Community College - Winston-Salem, NC 1999 - 2003

Course Work, Spanish I, II, III, IV

Maryville College - Maryville, Tennessee 1992

Bachelor of Arts - Pre-Law, Human Resources, Accounting

References will be graciously provided upon request.

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