Human Resources Customer Service

Lynne Malm, MA, SPHR

**** ****** **** *****, ******, TN 37343

Cell: 615-***-**** Home: 423-***-****

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

Career Summary Positive and energetic strategic leader successful in corporate HR management, multi-site, multi-

state management, consulting, operations, and customer service. Unique strengths include quality

decision making skills, depth of employee relations and employment law knowledge, experience

leading high volume teams in fast paced, challenging environments, influencing and coaching at all

levels, culture development and change management. Superior relationship-building skills and

collaborative team leadership approach.

Work Experience EPB, Chattanooga, TN 2009

Manager, Employee Services (position eliminated in reorganization)

• Conducted interviews, investigations, corrective action, and terminations.

• As member of the Culture Team, determined needs and provided training.

• Guided and improved performance management system for union and non-union staff.

Spheris Operations, LLC, Franklin, TN 2006-

2008

Director of Employee Relations & Staffing (relocated due to spouse’s job)

Recruited to lead two departments in a global healthcare IT company.

• Successfully led a team of virtual recruiters faced with both executive and field recruiting

challenges in the difficult, quickly changing medical transcription industry.

• Developed a high performing employee relations team serving 4000 virtual employees and a

call center of approximately 80 people.

• Integrated departments previously comprised of systems and processes from three acquisitions.

Successfully directed closure of Florida facility to include severance, relocation or virtual office

transition for 80 people.

• Updated policies and employee handbooks. Maintained compliance programs.

• Improved and directed annual and quarterly performance review processes.

• Redesigned and streamlined the corporate hiring process (requisitioning, on-line tracking, and

on-boarding).

• Partnered in leading a large cross-functional team to develop a comprehensive, multi-phased

new employee orientation program.

Brookdale Senior Living (Alterra and American Retirement Corporation each company was sold

to Fortress Investments during my tenure)

Regional Human Resources Director (Sr.), Brentwood, TN 2005-2006

Provided HR support to the corporate office, four Regional Human Resources Directors, and the

Southeastern Division (1600 employees).

• Developed and implemented a balanced scorecard to align HR to Operations.

• Improved HR processes with Senior VP of HR and corporate counsel.

• Implemented processes and tools to standardize management of field HR.

• Created and presented corporate and field training programs.

Divisional Human Resources Director, Reno, NV 1999-2004

• Provided support to the Western Division (3300 employees in 100 sites in 9 states). Counseled

and advised senior and mid-level management regarding employment issues, risks, and

management practices.

• Responsible for cases involving the Equal Employment Opportunity Commission and the

Department of Labor. Wrote position statements, represented company before regulatory

agencies, and communicated with outside attorneys and investigators. Maintained lowest

litigation rate of all divisions.

• Performed climate surveys, focus groups, teambuilding exercises, and mediation.

• Handled worker’s compensation, unemployment, and drug testing for the division.

• Maintained FLSA compliance and equity in compensation. Participated in benefit

administration and plan design.

• Recruited senior management positions and managed divisional recruiter.

• Implemented strategies in recruitment, retention, and training to reduce turnover. Assisted in

implementation of learning academies in Colorado and Arizona that reduced turnover 40%.

• Created an OSHA/Regulatory compliance tool which simplified the audit process by rating

properties according to risk of regulatory citation. Generated tracking scores.

• Developed and presented training programs in areas of employee relations, selection,

leadership, change management, diversity, sexual harassment, and conflict resolution.

• Utilized effective union avoidance strategies that kept division union-free in the face of a

unionization attempt.

HR Consultant 1995-present

Short-term contracts and projects in HR and culture development. Clients include: Lattimore,

Black, Morgan & Cain, PC, Chattanooga, TN, Orthodontic Partners, Reno, NV, Mesa Air, Phoenix,

AZ, Barrows Neurological Institute, Phoenix, AZ, and Arizona Baptist Retirement Centers, Phoenix,

AZ.

SmithKline Beecham Clinical Laboratories, Phoenix, AZ 1987-1995

General Manager/Operations Manager

Education Master of Arts, Organizational Management, University of Phoenix, Phoenix, AZ

Bachelor of Science, Clinical Laboratory Science, University of Nevada, Reno, NV

Professional Senior Professional in Human Resources (SPHR)

Certifications and Medical Technologist, American Society of Clinical Pathologists MT(ASCP)

Affiliations Qualified as a Mediator in the State of Nevada

Lynne Malm 2

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