Customer Service Human Resources

Professional Profile

Self-motivated, organized, and dedicated Human Resources professional with

** ***** ** ******** *** development, and 15 years of customer service

experience. Known for strong capabilities in researching, analyzing, and

solving complex human capital issues. Proven ability to partner with

functional leadership to strategically plan HR initiatives that are in

alignment with the company's goals and objectives. Willingness to perform

multiple and cross-functional tasks, with aptitude for accuracy and detail-

oriented.

Education Certifications

Master of Business Administration, University of Phoenix; Houston, TX

2010

Bachelor of Science - Business Management, University of Phoenix; Houston,

TX 2007

SHRM Professional Human Resource Development, Rice University; Houston, TX

2013

Experience

Interim Human Resource Director Tenet Healthcare-Cypress Fairbanks

Medical Center; Houston, TX June 2013- Present

. Manage Employee and Labor Relations activity (all Collective Bargaining

Agreements) while working with all levels of management to ensure the

consistent application of Collective Bargaining Agreements.

. Plan and direct the Human Resources function to provide a qualified,

productive and cost effective work for the hospital

. Ensure compliance and adherence to all policies and procedures regarding

the recruitment and retention of all new hires

. Establish, maintain and monitor a fair and competitive pay for

performance merit and salary

. Represent all matters concerning (e.g. employment law, and claims of

discrimination including Title VII, EEOC compliance, ADA, FSLA, Wage and

Hour, Unemployment and Workers Compensation in order to minimize exposure

and legal costs)

. Encourage and promote educational programs

Human Resource Generalist Tenet Healthcare-Cypress Fairbanks Medical

Center; Houston, TX June 2011 - Present

. Coordinate implementation of services, policies, through the department

staff

. Partner with department managers to solve daily issues and ensure staff

growth and retention

. Administer human resource policies and procedures for onsite and offsite

facilities

. Provide guidance for managers, directors, and staff by collecting and

analyzing relevant HR data

. Manage all facets of human resource services (e.g. - employment

processing, health and welfare benefits, training and development,

records management, safety and health awareness, succession planning,

employee relations and retention, New Hire Orientation, performance

reviews, process FMLA, and Workers Compensation) including

. Research, develop, and summarize human resources data to identify and

create action plans to address trends requiring leadership attention

. Ensure compliance with Federal, State, and local laws

. Maintain employee records (e.g. - personnel information, position

control, benefits, etc.) using HRMS

HR Benefits Operations Analyst HRO AON Hewitt Associates; Houston, TX

June 2008 - June 201

. Audited human resource systems, including 3rd-party vendor and client

discussions to provide resolution of errors

. Performed non-automated benefit processes and complex calculations which

required plan knowledge, analysis, and interpretation

. Identified and recommended methodologies for completing calculations by

referencing guidelines and best practices

. Generated ad hoc benefits-related reports by writing queries and

analyzing data for accuracy

. Developed and documented benefit-related processes and guidelines.

. Collaborated with managers to design process improvements for coaching

and training opportunities that are identified from employee issues,

recurring edits, process delays, and quality problems

Operations Trainer and Developer UnitedHealth Group; Houston, TX

July 2006 - June 2008

. Facilitated and conducted classroom training sessions for new-hires and

current employees

. Researched, developed and organized training materials as required

. Coordinated with the organization's goals and objectives to meet

operational needs.

. Leveraged internal/external training resources to maximize productivity.

. Maintained comprehensive month-end reports to report training

effectiveness

. Contributed to the development and revision of process and application

specific training guides for instructors and trainees

. Developed presentations and customized educational modules for necessary

cross training.

. Led regular reviews of training programs and results for continual

improvement

Senior Lead CRG / SAG (Health Plan Escalated Dept.) UnitedHealth Group;

Houston, TX August 2003 - July 2006

. Supervised 10-15 employees while demonstrating expertise in time

management, organizational skills, and training

. Provided guidance, coaching, presentation training, and feedback to

employees

. Resolved escalated issues/complex member and provider issues for Medicaid

and Medicare members in regards to benefits, claims and claim

adjustments, etc.

. Determined the best method to resolve problems while adhering to company

policies

. Liaised with associates, Unit Managers, Supervisors, customers, and

Health Plan Administrators for various day-to-day issue resolution

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