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Human Resources Customer Service

Humble, Texas, United States
January 22, 2018

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Veteran USAF, US Army (NG)

Home 281-***-**** Mobile 713-***-**** E-mail:


Seasoned Human Resources leader and business partner with comprehensive operational and strategic leadership experience in all functional areas of HR/Human Capital Management and possessing a solid work history, very strong skills set, thorough professional knowledge, keen analytical/problem-solving skills, unquestionable integrity, and high ethical standards.


Strategic Workforce Planning

oServe as change agent/leader for Organizational Development interventions that support business goals.

oEffectively partner with senior management, internal sources, Lean Six Sigma teams, and governing boards to develop and implement organizational goals and strategic plans, change-management objectives, and best practices for organizational effectiveness and growth

oConduct environment scans (PEST, SWOT) to provide information/data towards plan formulation.

oConduct cost-benefit analyses, workforce analyses, and job analyses.

Change Management

oLead the rollout, communication, and implementation of new programs such as new benefits plans and new compensation structures.

oOversee workforce reductions ensuring risk mitigation and compliance with applicable laws (ADEA,WARN, etc.).

oOversee the due-diligence and HR interventions for and the outsourcing of various operational functions.

oLead the HR component of due diligence and implementation for seamless mergers/acquisitions.

oOversee the HR component of business disaffiliations.

Development & Training

oDevelop and present/facilitate stimulating and effective training regarding various issues relevant to Human Resources, the employment relationship, personal growth and development, leadership development, motivation, and various organization-specific matters.

oCertified trainer for “DiSC”, “Building Bridges to Understanding” (diversity training), and “Inside /Out Coaching”.

oPartner with management/leadership to identify and effectively address training and development needs.

oDevelop and present initial orientation and on-boarding programs to integrate new employees into the organization.

Human Resources Business Management

oEffectively manage and supervise Human Resources Department staff as well as serve as the senior reporting official for various other non-Human Resources department managers.

oPrepare and manage sound operating budgets that support organizational goals and objectives; prepare budgets for capital expenditures.

oProvide Human Resource leadership/consultation to multiple business units in multiple states (regional responsibilities).

oEnsure that all required reportings (internal and external) are accomplished accurately and on time.

oProficiently utilize MS Office Suite, HRIS (PeopleSoft, Lawson, ADP), Applicant Tracking Systems, and other information/data management software.

Talent Acquisition & Workforce Stabilization

oCreatively recruit and source qualified external candidates to fill vacancies.

oAssist managers with the development of staffing plans and departmental on-boarding programs.

oMaintain and report relevant metrics and develop plans to address deficiencies/areas of concern.

oConduct market analyses to identify labor force availabilities/shortages.

oCollaborate with managers to develop effective retention strategies (career paths, developmental goals, creative scheduling, etc.).

oSource internal candidates utilizing job postings, job bidding, and succession planning, and talent reviews.

Enterprise Risk Management

oEnsure compliance with relevant accrediting and/or oversight agencies requirements/guidelines (JCAHO).

oContribute to enterprise risk management by developing and administering sound organizational policies, procedures, guidelines, and programs relevant to the employment relationship.

oEnsure compliance with any and all federal and state labor and anti-discrimination laws including but not limited to FMLA, ADAAA, FLSA, ERISA, HIPAA, and ADEA.

oCollaborate with in-house safety and risk management resources to minimize workplace safety threats/issues and ensure compliance with OSHA requirements.

oCoordinate the management of Workers’ Compensation claims and return to work (RTW) programs.

Compensation & Benefits

oDesign, administer, and maintain competitive and compliant compensation and benefits programs that are aligned with organizational goals; collaborate with in-house subject matter experts to plan initiatives and resolve issues.

oServe as plan administrator for defined benefit plans and defined contribution plans [401(k), 403(b)].

oInterface with vendors for benefits products and selected benefits administration/deliveries (TPA’s, COBRA, etc.).

Fontenot, page 2


Employee Relations

oProactively manage employee relations issues to effectively minimize the risk of legal exposures.

oSuccessfully facilitate in-house dispute/conflict resolution processes.

oEffectively and successfully respond to employment action claims/charges from EEOC, TWCCRD, and DOL.

oSuccessfully serve as the primary employer representative in negotiating and resolving employment-related mediations.

oEffectively advise and coach local and off-site managers, supervisors and HR professionals towards achieving positive outcomes and mitigating risk/exposure regarding employee issues.

oCollaborate effectively with legal counsel, when needed, to address employment issues and prepare defensive strategies.

oRespond or oversee responses to employment-related compliance hotline complaints with emphasis towards risk mitigation and mutual satisfaction.

oDevelop programs to facilitate the enhancement of, and inspire employee involvement in, the employment relationship.

oElicit employee feedback and ideas regarding process improvement, employee attitudes and opinions, and workforce engagement and develop collaborative action plans to address areas of concern and/or opportunities for improvement.


oPrevailed on 100% of Texas Workforce Commission unemployment claims that were challenged/disputed by employer resulting in documented company liability avoidance of $393,946.00.

oReceived “no-cause” determinations on all EEOC discrimination charges (6) with no further actions pursued by charging parties.

oConsistently maintained vacancy rate below 7%.

oDrove initiatives that resulted in turnover reduction of 53.4%.

oAchieved highest Employee Engagement Survey participation rate and highest survey scores in facility history.

oDeveloped and chaired a functioning Service Excellence Committee that developed and drove programs and initiatives to enhance customer service, workforce community and culture, and employee engagement.


oIn 2012, passed Senior Professional in Human Resources SPHR certification exam on first testing with no pre-test preparation activities.

oEffectively collaborated with company Business Development Team to acquire, integrate, nurture, and service new business partnerships; successfully led the integration of several new business workforces into the parent company (quasi- M&A); consistently delivered unparalleled post-integration customer service.

oInitiated and drove a diligent program of oversight and management of Worker’s Compensation cases resulting in savings of over $200,000 in the first year.

oLed a combined effort to jointly restructure a compensation program and employee on-boarding program resulting in a turnover reduction of approximately 15%.

oSuccessfully oversaw several interventions to revise and enhance company employee health & welfare programs resulting in reduced employer costs and increased plan choice options for employees.

oBased on employee opinion/engagement survey results, effectively coached and assisted managers to develop and implement interventions and programs resulting in enhanced employee engagement and improved survey scores.

oDeveloped and oversaw company talent development and succession plans.

oLed teams to develop and then oversaw numerous employee recognition programs.

oBecame a regional leader in the presentation of manager/supervisor development and training programs.

oSuccessfully represented several employers (without legal counsel) in a number of EEOC, court-ordered, and voluntary mediations to resolve and settle charges/disputes.

oAccurately and effectively advised numerous leaders at all levels regarding a variety of employee relations issues.

oEffectively led RFP processes for the selection of outsourced services.

oWrote and/or revised numerous employment policies, procedures, handbooks and other guidance documents.

oRecognized by a former employer as “Leader of the Year”.

oRecognized by a former employer for excellence in customer service.

Fontenot, page 3


June 2013 - Present

Director of Human Resources, UHS Kingwood Pines Hospital, Kingwood, Texas

oResponsible for management and oversight of a full-range Human Resources department.

oServed as primary point-of-contact for HR during accreditation surveys and oversight agency audits.

oCoordinated all aspects of talent acquisition.

oActed as in-house advisor regarding all employee relations issues.

oCoordinated on-the-job injury/Workers’ Compensation claims including reporting, modified/light duty assignments, and returns to work.

oServed as company representative/investigator for employee grievances.

oServed as company respondent for TWC unemployment claims including appeals hearings.

October 2007 - October 2011

Regional Director of Human Resources, US Oncology/McKesson Specialty Health, The Woodlands, Texas.

oResponsible for direct and indirect delivery of full-scope HR Business Partner services and consulting for 13 business units with approximately 60 sites of service in Virginia, North Carolina, South Carolina, and Florida and 15 local HR professionals (total employee base of approximately 1,200).

oActed as corporate point-of-contact/corporate owner for all corporate initiatives driven to the regional network.

oAdvised, counseled, mentored, and collaborated with 15HR professionals and their leaders in the region regarding local HR issues and company-wide initiatives and interventions.

oInvestigated and provided effective follow-up on all HR compliance hotline calls from my region.

oProvided regional manager and employee training for HR/business acumen development as well as personal growth and development.

oAssisted the business development team with HR due diligence for prospective new business affiliations.

oOversaw all HR-related aspects of new business affiliations/acquisition in my region including but not limited to the seamless integration and assimilation employees, job matching, compensation alignment, bridging of benefits, and orientation/training.

oOversaw all HR-related processes relevant to business unit closures and/or disaffiliations from the company.

*Note: July 1993 through February 2007 was seamless/continuous employment. Southmore Medical Center was purchased by Memorial Healthcare System in September 1995 and Northeast Medical Center was an affiliate of Memorial Healthcare System.

*May 1997 - February 2007

Director of Human Resources, Northeast Medical Center Hospital (now Memorial Hermann Northeast), Humble, Texas.

oResponsible for the direction and management of a full-scope HR department with 7 employees serving an employee base of approximately 1, 250 employees. Departmental responsibilities included but were not limited to employee relations, compensation, benefits, talent acquisition, new employee on-boarding, accrediting compliance, legal compliance, policy development and administration, conflict resolution, and advice and counsel for management staff and employees.

oServed as company Compliance Officer.

oResponsible for several ancillary departments including Security, Communications, Employee Health & Infection Control, and Education and Development (approximately 17 employees).

*September 1995 - May 1997

Human Resources Projects Manager, Memorial Healthcare System, Houston, Texas.

oConducted audit of the company 403(b) defined contribution plan to determine compliance with federal participation guidelines.

oDeveloped guidelines for, implemented, and oversaw a “Management Mentoring Program” designed to develop future leaders within the company.

oServed as the interim Director of Human Resources at various affiliated facilities during periods of vacancy, vacations, and/or leaves of absence.

oOversaw and/or drove various HR projects on an as-needed basis.

Fontenot, page 4

*July 1993 - September 1995

Vice-President of Human Resources, Southmore Medical Center, Pasadena, Texas.

oResponsible for the direction and management of a full-scope HR department with 5 employees serving an employee base of approximately 800 employees. Departmental responsibilities included but were not limited to employee relations, compensation, benefits, talent acquisition, new employee on-boarding, accrediting compliance, legal compliance, policy development and administration, conflict resolution, and advice and counsel for management staff and employees.

oResponsible for several ancillary departments including Security, Risk Management, Environmental Services, Marketing, Education, and the Volunteer Program.

April 1992 - July 1993

Director of Human Resources, The Center Serving Persons with Mental Retardation (United Way Agency, formerly “Center for the Retarded, Incorporated”), Houston, Texas.

oResponsible for the direction and management of a full-scope HR department with 2 employees serving an employee base of approximately 400 employees. Departmental responsibilities included but were not limited to employee relations, compensation, benefits, talent acquisition, new employee on-boarding, accrediting compliance, legal compliance, policy development and administration, conflict resolution, and advice and counsel for management staff and employees.

November 1987 - April 1992

Director of Human Resources, Hospital Corporation of America (HCA) - Served as Director of Human Resources at several Houston area HCA-affiliated inpatient psychiatric/mental health facilities in Houston, Texas and Deer Park, Texas.

oDirected and oversaw full-scope HR services at several facilities at various times.

oResponsible for several ancillary departments and functions including Security, Environmental Services, Dietary Services, Facilities Services/ Maintenance, and construction.

oServed as the HR liaison between HCA corporate HR and the local entities.

oOversaw HR-related processes relevant to the divesture and closing of several facilities.


oMaster of Arts Degree (MA), Student Personnel Administration- Northwestern State University of Louisiana, Natchitoches, Louisiana.

oBachelor of Arts Degree (BA), Advertising Journalism- Northwestern State University of Louisiana, Natchitoches, Louisiana.

oBachelor of Arts Degree (BA), Liberal Arts/Communications- Eastern Illinois University, Charleston, Illinois.

oSenior Professional Human Resources (SPHR), 2012 – 2015 (in process of recertification).

oCorporate-certified Service Excellence trainer/facilitator.

oCorporate-certified “Building Bridges to Understanding” instructor/facilitator (multi-phase workforce diversity seminar).

oCompleted various courses at U.S. Air Force School of Applied Aerospace Science including Test & Measurement Course, Technical Instructor Course, Instructional Systems Development Course, and Academic Counseling Course.

oVeteran, U.S. Air Force, Master Instructor at U.S. Air Force School of Applied Aerospace Science, Honorable Discharge.

oVeteran, U.S. Army (NG), M60A1 and M48 tank gunner, cavalry recon scout, Honorable Discharged.

oBilingual French- adequate.

oExcellent communicator, facilitator, relationship-builder, and team-player with a winning attitude.

oKey Traits identified by the Hartman Value Profile;

“Focus is on resolving conflicts”

“Goal is to achieve a harmonious group”

“Good at exchanging input and feedback”

“Needs atmosphere of trust, honesty and respect”

“Rapport Builder”

“Good with customers”

References available upon request.

Contact this candidate