Customer Service Management

MARIA I. SAUNDERS

*** ***** ***** ***** ******: 615-***-****

Dickson, TN 37055

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

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QUALIFICATIONS SUMMARY

Experienced HR professional with expertise in immigration, generalist, consultant

and management both in US and Canada. Effectively able to work in

the automotive, agricultural, food, manufacturing, educational medical and

healthcare industries. Demonstrated track record of success in using skills in

union involvement, bilingual interaction and multi-site/multi-state work

structures.

SKILLS

Bi-lingual English/Spanish Immigration Experience Project

Management

Fluent in Sign Language Consultant Experience

Change Management

PROFESSIONAL EXPERIENCE

SUMMIT MEDICAL CENTER, Hermitage, TN

2008 - Present

Originally a 100-bed facility, Donelson Hospital expanded in 1994 to what

is now known as Summit Medical Center, a 188-bed facility located in

Hermitage, TN.

HR Generalist

Responsibilities include leave management, orientation, employee relations,

training, vendor credentialing, policy manual maintenance, exit interviews,

tuition reimbursement management and benefits coordination.

. Leaves of absence training has improved administration and reduced errors

in coding appropriate hours.

. Improvements to the Tuition Reimbursement process has reduced improper

reimbursements and improved reimbursement timeliness.

. Reduced new hire orientation to once per month

. Implementation of VendorClear has streamlined the process for vendor

credentialing.

COI FOODSERVICE, Nashville, Tennessee

April 2008 to August 2008

A multi-facility food service distribution operation and supplier

delivering to more than 1,200 restaurants in 29 states from 3 distribution

centers in the US.

HR Consultant (TEMPORARY ASSIGNMENT)

Responsibilities included the translation of the employee handbook from

English to Spanish and on-site translator during orientations and as

needed.

. Translating the employee handbook and orientation material increased

employee moral as well as translating during the orientation session

. The need for training was identified and I was asked to train employees

on both Diversity and Sexual Harassment in Spanish and English

. Provided assistance as a translator for on-going employee relations

investigations involving Spanish-speaking employees

PIC NA, Hendersonville, Tennessee

2006 - 2008

An international leader in providing genetically superior pig breeding

stock and technical support for maximizing genetic potential to the global

pork chain. There are approximately 150 employees in the US and 150 in

Canada and they are made up of farm staff all the way up to geneticists and

there are also multiple work sites for the sales staff as well as the

actual farms.

HR & Development Manager

Responsible for daily HR functions from recruiting to terminations in

addition to identifying training needs and scheduling them, attending

senior management meetings to provide HR representation and updates, manage

the facility operations, gather and report department budgeting annually as

well as reviewing compensation trends and providing bonus information to

payroll for processing.

. Created a spreadsheet to bill clients for time our employees spent

working at their sites that streamlined the process making it more

efficient

. Reviewed policies and procedures and made changes after soliciting

employee feedback through focus groups

. Reviewed bonus program and made changes that still kept our employees

engaged with the changing market

. Restructured the interview process making it behavioral based and group

based to better meet our scheduling needs

. Identified immigration process improvements to ensure compliance

. Assisted employees through major changes within organization maintaining

our retention goals

GEVITY, Nashville, Tennessee

2005 - 2006

An industry-leading PEO (professional employer organization) specializing

in providing employers with best-in-class HR outsourcing services and

support.

HR Consultant

Responsible for revenue, profit and client retention of assigned client

portfolio while providing human capital services.

. Supported approximately 45 clients in both Nashville and Memphis and

consistently maintained a retention rate of 98%

. Design and manage customized solutions for large, complex clients

requiring services outside the standard business model.

. Support new client enrollments, annual client enrollments, and related

activities.

. Monitored trends within the assigned market and client portfolio for

product/service opportunities and competitor activity.

. Establish professional credibility within assigned market via networking,

speaking engagements, and associations.

CUMMINS INC, Nashville, Tennessee

1999 - 2005

Cummins Inc., a global power leader, is a corporation of complementary

business units that design, manufacture, distribute and service engines and

related technologies, including fuel systems, controls, air handling,

filtration, emission solutions and electrical power generation systems.

The Nashville site has 150 employees and 25,000 nationwide.

HR Generalist

2002 - 2005

Responsibilities included recruiting for non-exempt positions, vendor

relations, new hire orientations, training, personnel file maintenance and

audits, employee relations, reported affirmative action initiatives,

performance management and worker's compensation filings.

. Improved the new hire orientation process by condensing it to half a day

by getting processes in place before hire

. Audited personnel files to ensure compliance

. Improved succession planning program to aid in recruitment efforts as

company grew which was tied to annual performance

. Identified and implemented any improvements needed to develop consistent

HR processes across the organization such as tailoring policies to our

facility as well as compensation scales based on TN numbers.

. Was chosen to assist legal counsel in conducting Entity Diversity Audits

Immigration Specialist

1999 - 2002

Responsibilities included managing the immigration process as a liaison

between the potential candidates and the immigration attorney.

. Transferred all immigration processes from all Cummins US entities to the

Nashville, TN central location.

. Performed a company-wide I-9 audit according to Federal regulations and

reached compliance.

. Conducted the onsite training and continued oversight of I-9 procedures

at each audited location.

. Updated current HR policies relating to immigration.

. Assisted the law firm in the implementation of an immigration homepage.

. Established daily measures that improved customer service turnaround time

by communicating expectations and timings to both internal and external

responsible parties.

. Assisted in the implementation of the Reduction in Recruitment process

for the company

EDUCATION

B.A., Biblical Studies, 1994

Mid-Continent University, Mayfield, Kentucky

TRAINING

"Resolving Conflict, The Art of Handling Interpersonal Tension"

Presentation Skills Training

Functional Excellence Training for Problem Solving Processes

Team Building Workshop

Diversity Spectrum

Beginning PowerPoint

Attended an Advanced Immigration Symposium in 1999 and 2002

Certified in Essentials of Human Resource Management with the Institute for

Applied Management Law (29.75 Hours) 2003

Participated on the Local Diversity Council at Cummins Business Services

and also led the council

Certified instructor for Delighting the Customer

ADP, Oracle and LAWSON training

Proficient in WORD, EXCEL, POWERPOINT

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