Manager, Human Resource Services

LYNN A. ROUDA

**** ******* ******, ************, ** 19124 Home – 215-***-**** Cell – 267-***-**** ******@*******.***

Professional Summary

I am a dedicated and technically skilled business professional with more than 25 years of experience resulting in a versatile skill set developed through management, coordinator, supervisory, case administrator, and benefits administrator positions.

I excel in resolving problems with proven analytical and logical thinking skills, use of systems and process improvements techniques to increase efficiency and customer satisfaction resulting in improvement to the bottom line.

I am proficient in the Word, Excel and Power Point and have experience with various other software applications that are both web bases and proprietary packages inclusive of payroll, case management, employee management and HR related. I understand computer programming and logic and adapt quickly to new systems.

I have excellent communications skills including oral, written and presentation.

I am also versed in Lean Six Sigma principles with some project management experience.

Key Skills

Staff Development & Training

Performance Management

Forecasting

Trend Analysis

Report & Document Preparation

Policy Writing

Formal Presentations

Systems/Program Implementation

Client and Vendor Management

Benefit Administration

Payroll

Pension and 401k

Education

EASTERN UNIVERSITY, St. Davids, PA

MBA- Organizational Management

EASTERN UNIVERSITY, St. Davids, PA

BA – Organizational Management

Experience

Auto Plus/Pep Boys, Icahn Automotive Group

2017 to Currently

Manager/HR Service Center

Manage, develop and train employees responsible for the day-to-day resolution of inquiries by employees of the organization across the nation and Puerto Rico

In collaboration with management, design, implement and oversee service center operational strategies for the promotion of a customer focused team environment

Review the daily activities and assigning and prioritizing tasks and projects as required

Exhibit and foster environment of excellence in customer service delivery

Addresses escalated issues promptly using proper judgment

Monitor staff responses to ensure customer satisfaction, compliance, and consistent application of policies

Develops measures to track trends and issues trends regarding and feedback

Ensure an environment of confidentiality regarding employee data, situations and conversations that arise in due course due to the function of the service center

LYNN A. ROUDA

4516 Bermuda Street, Philadelphia, PA 19124 Home – 215-***-**** Cell – 267-***-**** ******@*******.***

Experience continued

Closely monitors metrics surrounding transaction volumes, quality and turnaround times and implement measures to improve when necessary

Helps to define requirements for systems that will facilitate increased efficiencies, automation and/or self-service for various HR processes

Establishes a standard streamlined set of HR processes and manages the integrity and security employment data

Contributes to the creation of education strategies to increase understanding of HR systems tools, processes and availability of resources

Collaborates with business units and the HR organization to ensure a unified HR delivery approach

Position the team to grow and support on-going deployments of new HR initiatives

Develop, monitor and implement KPI or other metrics to achieve customer service performance goals

Ensure effective scheduling to provide appropriate coverage supporting the organizational needs

C3i Healthcare Connections, a Telerx Company

2015 to 2017

Account/Program Manager

Manage staff of 8 HR Analyst responsible for investigating and resolving issues submitted by the Tier 1 representatives using subject matter expertise as well as available resources including but not limited to: policies, HRBPs, Legal and independent research

Manage staff of 2 Executive Support HR Analysts responsible for assisting VPs, Senior VPs and above from start to finish of all HR inquiries including organizational moves, pay and promotions for all reporting employees (global in scope), Health and Welfare, Pension, 401k, Payroll inquiries, Tools, Systems, and Policy and Benefits

Manage staff of 25 on-going Tier 1 call center representatives responsible for the administration of Health and Welfare, Pension, 401k, Payroll inquiries, Tools and Systems Applications, and Policy and Benefits for the active, retiree, terminated and dependent population

Manage staff of 3 Supervisors, one specializing in Payroll, one specializing in Tools and Systems Applications and one

Implement operational efficiencies to achieve client goals and objectives

Establish and implement performance and service standards teams

Develop and maintain relationship with client and their internal and external business partners

Develop team training initiatives

Implement process improvements

Analyze data, identify and track trends that impact performance indicators

Manage client audit and assessment processes

Drive program systems and processes to ensure that production and quality expectations are met are exceeded in all client contractual requirements

Manage staff of 3 Supervisors, one specializing in Payroll, one specializing in Tools and Systems Applications and one

Implement operational efficiencies to achieve client goals and objectives

LYNN A. ROUDA

4516 Bermuda Street, Philadelphia, PA 19124 Home – 215-***-**** Cell – 267-***-**** ******@*******.***

Experience continued

Establish and implement performance and service standards teams

Develop and maintain relationship with client and their internal and external business partners

Develop team training initiatives

Implement process improvements

Analyze data, identify and track trends that impact performance indicators

Manage client audit and assessment processes

Drive program systems and processes to ensure that production and quality expectations are met are exceeded in all client contractual requirements

Xerox HR Solutions

2011 to 2015

Multi-Client TPA Benefits Call Center Manager

Manage staff of 35 on-going call center representatives responsible for the administration of Health and Welfare, Pension and 401k benefits for the active, retiree, those on leave of absence, terminated and dependent population

Manage staff of 25 on-going call center representatives responsible for the administration/assistance of Workday and LMS (Learning Management System)

Manage staff of an additional 80 annual enrollment call center representative responsible for assisting the with enrollment in various benefits for the upcoming year

Establish and implement performance and service standards for on-going and annual enrollment representative teams

Develop service level agreements for internal and external business partners

Develop and implement policies and procedures for call center operations

Ensure that productivity meets or exceeds service standards

GlaxoSmithKline, Philadelphia, PA

1997 to 2010

Disability Management Coordinator

Manage staff of four responsible for the administration and adjudication and coordination of leave related benefits: Short-Term Disability, Paid Parental Leave, Family and Medical Leave, state mandated leaves for the GSK US population of approximately 22,000 employees resulting in approximately 7,000 leaves annually

Develop business requirements for the creation and implementation of web based leave of absence software applications

Responsible for all change orders related to enhancements

Responsible for testing of software

Coordination of Personal Leave and Workers’ Compensation benefits

Develop service level agreements for internal and external business partners inclusive of business customers and vendors

Standardize work practices increasing efficiencies and reducing non-value add administrative work

LYNN A. ROUDA

4516 Bermuda Street, Philadelphia, PA 19124 Home – 215-***-**** Cell – 267-***-**** ******@*******.***

Experience continued

Create and implement electronic distribution process for leave of absence materials reducing postage expenses by approximately $48,000 annually

Create and analyze reports related to leaves of absence for the various businesses within GSK

Design and develop training programs to assist staff with professional and personal growth

Create training programs for Line Managers and HR Managers related to the various leaves

Write new and amended leave policies including training manuals and policy and procedure materials

Create training programs and materials for staff related based on ways of working

Disability Case Administrator

Administer and adjudicate approximately 3,000 leave of absence cases annually inclusive of Short-Term Disability and Family and Medical Leave

Create and implement new process for running the weekly utilization report decreasing run time by one hour per run

Coordinate Workers’ Compensation benefits with Short-Term Disability benefits

Coordinate payroll entry

Strawbridge & Clothier, Philadelphia, PA

1986 to 1997

Benefits Administrator

Administer and adjudicate a self-insured, self-administered Workers’ Compensation plan for approximately 5,000 employees in Pennsylvania, New Jersey and Delaware

Verify the appropriateness of all billing related to Workers’ Compensation claims

Process and ensure timely payment for properly documented Workers’ Compensation claims

Draft and file all state required documentation related to Workers’ Compensation claims

Process payroll related to Workers’ Compensations claims

Statistical Supervisor

Manage staff of 12

Assist manager with the hiring and disciplinary actions for staff

Liaise with various levels of the organization related to sales and support functions

Certifications and Continuing Education

Certified FMLA Administrator through The Council on Education

Villanova University Continuing Education Certificate – Human Resources Management

SHRM Learning System

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