Human Resources Customer Service

Kay Glover, PHR

*** **** ***** **, *******, MD **113 PH :616-***-****,

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

Summary:

Certified Human Resources Professional (PHR) with experience managing a

full spectrum of Human Resources functions including Benefits, Payroll,

Pension and Retirement Plan Administration, Recruitment, Employee

Relations, and Training.

Key Skills:

Communication - Deals with internal and external customers at all levels

via telephone and email, to ensure successful communication by actively

listening and asking probing questions.

Problem solving - Resolves in-depth queries in a methodical manner

independently and with internal and external business partners to find

appropriate resolutions, efficiencies and high level of quality.

Team Player - Enjoys sharing knowledge and encouraging development of

others to achieve specific team goals.

Planning and organizing - Refined planning and organizational skills that

balance work, team support and ad-hoc responsibilities in a timely and

professional manner.

Systems knowledge - Lawson, ADP, Ultipro. Expert in preparing reports and

analyzing data.

Stephen James Associates, Baltimore, MD 2009-Present

Generalist

. Work directly with Sr. Business Partner to manage employee performance

reviews and performance improvement plans to settle work-related

conflicts and ensure equity and fairness across the board, corrective

actions, prepare monthly HR dashboard reports for senior management.

. Partner with Sr. Benefits Analyst to administer benefits, FMLA, assist

with compensation and payroll for 500 plus employees

. Post Job requisitions, source, pre-qualify applicants, conduct

interviews, background/credit checks, create offer letters and new

hire packets.

. Prepare reports to ensure compliance with HR policies and procedures

. Manage ADP, Pay Xpert and E-time databases

. Manage exit interview process, track and analyze terminations and

turnover on a monthly basis in order to retain, develop and educate

employees.

MedStar Health System, Baltimore, MD 2007- 2009

Benefit Analyst (Health & Welfare Benefits)

. Primary contact for all benefit questions for client group of 3000

plus employees, ensuring 24 hour turnover with benefit related issues.

Facilitated and presented health & welfare information at new hire

orientations, analyzed payroll reports in order to keep enrollment

process streamlined.

. Ensured timely and accurate enrollment of eligible employees in plans,

acting as primary liaison between vendors and employees regarding

benefits and other related issues

. Created and reconciled 403(b)& 401(k)contributions (Employer &

Employee)

. Worked closely with Benefits Manager & AVP, HR to conduct various

audits and compliance testing for 403(b) & 401(k), Cash balance

retirement & pension plans

. Managed tuition reimbursement program, reduced losses from 89% in 2007

to 35% in 2008 & 2009

Spectrum Health Hospitals, Grand Rapids, MI 2004-2007

Promoted to Retirement Plan Specialist (Health & Welfare Benefits)

. Administered 403(b) plan for 13,000 plus active and past employees.

Ensured the integrity of the plan in approving loans and withdrawals,

coordinated monthly Retiree pension and 403(b) payouts, Administered

Retiree health and welfare plans for 500 plus retirees.

Kay Glover Page 2

. Reconciled benefits invoices from all vendors on a monthly basis,

ensured accuracy and reduced instances of over-payments by 13%

. Partnered with Vice President of Benefits to perform and generate

various reports/audits for the pension plan.

. Organized Benefits sessions/fairs during open enrollment period to

educate both Retirees and active employees about retirement benefits

available

. Spearheaded project Medicare Part D information sessions for Retirees

in 2005

Employment Specialist

. Partnered with Senior Recruiters to hire 100 health care professionals

in 100 days to staff the new Heart Center opened in 2005.

. Maintained recruitment metrics, tracking time to fill & cost per hire

per candidate

. Sourced, pre-qualified applicants, coordinated & conducted initial

interviews, negotiated compensation structure, and conducted

background checks and employment verifications.

. Created processes to enhance the FTE report metrics, coordinated

recruiting events, co-facilitated new hire orientations & leadership

training for new managers

. Administered pre-employment testing, performed1-9 documentation

audits, drug screens.

Office Team, Grand Rapids, MI 2002- 2005

Human Resources Generalist

. Interviewed candidates, offer negotiations and new hire on-boarding

. Partnered directly with CFO administering all health insurance, flex

benefits, Short Term Disability and FMLA claims.

. Handled all employee issues.

. Worked directly with ADP for payroll processing.

. Maintained HRIS system.

Michigan Home Mortgage, Grand Rapids, MI 2001- 2004

Human Resources Generalist/ Office Manager

. Managed 50-60 person office.

. Developed Human Resources Position from its inception.

. Created and published Employee Handbook and application form.

. Administered payroll and Benefits working directly with PayChex.

. Handled Employee relations.

. Recruited Loan Officers and Real Estate Agents.

. Responsible for day-to-day operations.

. Assisted President/ CEO

. Performed bookkeeping functions.

Adecco, Grand Rapids, MI 2001

Human Resources Assistant

. Processed and maintained Employee files

. Assisted with 401(k) plan administration.

. Prescreened applicants/customer service.

. Conducted survey on employee childcare needs.

Education:

PHR Certification, Society for Human Resource Management, 2006,

2009

Calvin College, Grand Rapids, MI

Bachelor of Science in Business and Psychology, 2001

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