Human Resources Customer Service

Park W. Allen, MBA, PHR

Phone: (***) *** - **** E-mail: *********@*****.***

SUMMARY OF QUALIFICATIONS

My mission is to create and support company cultures and processes that set

high expectations based upon mutual respect, hard work and having fun.

My areas of expertise include employee relations, risk management, coaching

and counseling, training and development, effective/creative recruiting,

planning, proactive project management, and compensation analysis and

development.

PROFESSIONAL EXPERIENCE

2009-current ParkAllenHR, Tiburon, CA

Human Resources Consultant: Provide advice, counsel, and guidance as well

as development and delivery of the best HR practices to San Francisco Bay

Area Companies. The goal is to assist leaders create a unique business

culture that allows staff to both understand what is expected of them, and

incent them to exceed those expectations. Please see the website at:

www.parkallenhr.com for further details.

2003-2009 San Francisco Health Plan, San Francisco, California

Director, Human Resources: Provided Human Resources and strategic

leadership for this non-profit, progressive Healthcare (HMO) organization.

. Employee Relations:

o Provide mediation, coaching, and counseling for company at all

levels of the organization.

o Zero lawsuits, complaints, or filings with EEOC, NLRB or FLSA.

Created and maintained fair and aggressive policies/procedures for

ER issues implemented and managed.

o Led the company through a difficult cultural shift towards the

adaptation of a culture of excellence and high expectations.

Allowed the organization to cut costs and prepare for the new

"Healthy San Francisco" program.

o Developed the "Strive for Excellence" program, which included

employee opinion surveys, redesigned performance evaluation

process, a new performance-based bonus program, and holding

managers accountable for their performance evaluation scores for

their employees. This led to a far higher producing team.

o Created an employee recognition program called the "FAME Program,"

which raised morale and created non-management leaders throughout

the organization.

o Created an anniversary and tenure program, increasing morale and

placing value in long tenures/dedication to the organization.

. Compensation and benefits:

o Led two major Compensation/Benefits analysis projects to ensure

equity across the organization, and to ensure we were competitive

in our marketplace. Additionally made changes to employees FLSA

status to ensure compliance with labor laws of California.

o Added employee-turnover-reducing benefits such as tuition

reimbursement, PTO cash-out program, flexible benefits stipend

program. All of these contributed to lowering employee turnover by

over 15%.

o Led organization through two major legal compliance changes: the SF

Sick Leave Ordinance and the Healthcare Accountability Ordinance.

I provided assurance that the organization was compliant and

prepared for new legislation when it arises.

o Aggressively reviewed and optimized the benefits offered to

maintain and/or reduce the cost of benefits to organization and

employees.

. Recruiting, Staffing, and On-boarding:

o Employed creative and cutting edge recruiting and staffing

techniques to attract leading candidates in the field for high

impact, difficult to fill positions including CEO, CFO, CIO,

Medical Director, Senior Counsel, Director of Provider Relations,

Director of IT, Pharmacist, and Nurses. Reduced the cost of

recruiting by $450,000 over six years.

o Introduced a new hiring program called "Top Grading." Emphasizes

detailed, experience-based questions and specific interviewer roles

for each person interviewing candidates. Extremely effective for

high-level staff, including reduced turnover by over 30% due to

"better fit" candidates being selected.

o Managed several work permit processes allowing SFHP to acquire

inexpensive, loyal talent that needed assistance to be able to work

legally in the U.S. (2 green card sponsorship processes, several H1-

B sponsorships).

. Training and Development:

o Designed the new Anti-harassment training program for Managers

(AB1825), plus new harassment/discrimination investigation

procedure created to support the new policy. This reduced any

risk of potential lawsuits and/or negative publicity in a highly

sensitive and political environment.

o Manage and train the management staff in areas such as performance

evaluations, coaching/counseling, project management, active

listening, goal setting, metrics creation, and constructive

criticism.

o Created library of resources for internal, electronic, and external

training opportunities (part of building "SFHP University").

o Created module-based, scalable New Hire Orientation program which

provided new employees a better sense of how the organization

worked, and identified what contacts led programs.

o Created unpaid internship program, partnered with local Masters

degree programs to bring in Interns. This reduced the need for

some administrative staff, and created an influx of highly

talented, highly intelligent contributors to SFHP.

. Other Accomplishments:

o Consistently led initiatives to move the organization toward a more

paperless and/or smooth process including implementing electronic

timecards, on-line benefits enrollment, on-line recruitment and

tracking, on-line background checks.

o Managed SFHP's relocation. This included locating the new

facility, negotiating the new lease, staffing and hiring the move

team (realtor, architect, contractor, etc). Budget: $7,000,000.

o Created and maintained extremely successful, aggressive

Ergonomics/Workers Comp process that reduced our WC recordable

injuries from 5-8 per year to 1-2.

o Created safety team. Created and led disaster recovery team.

2000-2003 Health Net, Incorporated, Point Richmond, California

Manager, Human Resources: Supported the following divisions of this

Fortune 200 Health Care (HMO) business: Questium (wholly owned software

subsidiary/New Venture of Health Net), the New Ventures division, Health

Net IT (software) division, and corporate offices.

. Created and implemented all Human Resources policies/procedures for

the wholly owned subsidiary and software company (spin-off business

group).

. Responsible for coaching/counseling, training, & management

supervision, increasing career development of staff and minimizing

risk of litigation & employee turnover. Reduced the number of

litigations and employee complaints from fifteen to zero over a period

of 18 months.

. Managed H1B Visa and Green Card process of 25 Associates, simplifying

and quickening the process for the company.

. Monitored and administered all FMLA/CFRA claims/leaves of absence,

ensuring compliance and avoiding any litigation/claims.

. Instrumental in discovering new office space that increased space and

morale while saving the company over $200,000 per year.

. Managed Executive Assistant staff of six people, leading to increased

productivity, higher morale, and lower turnover.

. Was the only Recruiter for Health Net's IT division. Used creative

techniques to attract candidates for all levels for the organization,

including executives, consultants, technical staff. Resulted in saving

over $350,000 in recruiting fees and hidden costs of external

recruiting costs in 2001.

. Assisted in HR web site development and contributed to the design and

functional requirements of new company-wide Intranet site. This

resulted in a more accessible HR tool for all employees.

1999-2000 Marriott Hotel, Provo, Utah

Director of Human Resources: Led all Human Resources initiatives and

provided strategic leadership to this four-star hotel (200 employees).

. Recruited for all open positions through publications, internet,

career fairs, and job agencies, reducing the strain on all departments

by having fewer open positions.

. Trained and developed managers in effective/legal interviewing,

conflict resolution, anti-harassment, coaching/counseling, diversity,

and 360-degree appraisals, which lowered turnover each year by 15-30%

and increased the employee opinion survey scores by 25% each year.

. Developed and implemented the career development program for all

supervisors and above, resulting in lower turnover and a higher

internal promotion rate.

. Created/maintained employee involvement/empowerment committee,

increasing employee opinion scores.

. Supervised HR Administrator, and developed that person (career

development) to receive a promotion to HR Director.

. Administered a compensation and benefits survey/analysis, ensuring

competitive market rates.

. Managed all enrollment and other employee benefits issues including

medical, dental, life insurance, 401(k), ST/LT disability, and health

fairs, improving the effectiveness and reducing mistakes.

. Redesigned Employee Incentives Program improving functionality of

program by identifying areas in need of improvement, as well as

identifying rewards that motivated employees to change/improve their

production.

. Managed all Workers' Comp, lowering "days lost to injury" by over

250 days per year. Additionally lowering 1999 medical costs by over

$250,000.

. Created paid/unpaid internship program, creating an inexpensive way to

get fresh input to Manager, give them an opportunity to train, as well

as spreading good will to the community (also a great new recruiting

method for entry-level positions).

1995-1999 DoubleTree/Red Lion Hotels, Sacramento, California

Director of Human Resources (1997-1999): Directed all HR/Strategic

Development for this very successful hotel (100 employees). Brought back

the employee enthusiasm and safe working environment.

. Recruited creatively for all open positions in a very tight labor

market, including creation of a peer-interviewing program that

empowered employees to create a close-knit team. Resulted in increased

morale and ownership, decreased turnover by 25% in first year (close

to an additional 25% in second year).

. Facilitated all coaching/counseling of employees, increasing morale

and assisting managers to be better leaders.

. Instituted training programs for the staff including "customer service

skills training", "balancing your bank" and "how to work toward

promotion." These efforts resulted in increased productivity by an

estimated 25%.

. Ensured legal compliance of the hotel in the areas of employment and

staffing including expertise in documentation for working legally in

the United States.

. Created of employee involvement programs (safety and customer service

committees).

DoubleTree/Red Lion Hotels-1995-1999 (continued)

Human Resources Administrator (1995-1997): Responsible for HR Generalist

duties reporting to the Director of Human Resources. Specifically

responsible for many crucial projects.

. Conducted Salary wage scale surveys and analysis. Presented

recommendations for salary adjustments to the HR Director, General

Manager.

. Presented/explained the Employee Opinion Survey to all employees.

Facilitated the collection of the surveys. Additionally analyzed the

results, and presented the findings to the HR Director and General

Manager.

. Monitored employee turnover, and created program to address trouble

departments/areas.

. Responded/contested all unwarranted unemployment claims (wrongful

terminations, etc.).

. Maintained complex database of all employees and payroll actions

(HRIS).

. Elected Safety committee chairperson. This hotel went over a year

without an OSHA-recordable accident.

. Responsible for all data entry into the HRIS system.

. Tracked applicants for Affirmative Action program. Reported results

and recommendations to HR Director.

EDUCATION AND PROFESSIONAL CERTIFICATION

. Masters in Business Administration,

Dominican University of California, San Rafael, California.

. Masters Degree Coursework in Human Resources.

Chapman University, Sacramento.

. Bachelor of Arts: Psychology.

University of California, Davis.

. Professional in Human Resources Certification (PHR) since 2001

Society of Human Resources Management Association

Northern California Human Resources Association

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