Customer Service Human Resources

JAMES R. SLEMP

*******@*****.*** 479-***-****

**** ************ *****, *********, ** 72936

PROFESSIONAL PROFILE:

Adaptable professional with more than 21 years of experience in supervisory leadership. Results-

oriented with exceptional communication, interpersonal, multitasking, administrative,

organizational, and problem solving leadership skills. Strategic planner comfortable with both

data analysis projects and developing interpersonal relationships. Self-motivator who accurately

performs challenging tasks. Demonstrated ability to manage, motivate, and build highly effective,

cohesive teams that achieve solid results.

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KEY QUALIFICATIONS:

• Training/ Education • Communicator • Management

• Strategic Planning • Adaptable • Quality Improvement

• Professional Writing • Human • Analytical

Resources

EXPERIENCE:

Training, Documentation, and Quality Improvement

• Conducted comprehensive review of individual team and department operational

requirements. Used the findings to redesign the training program providing improved

training covering leadership development, professional certification, patient access

refresher training, personal development, and new employee onboarding. Managed and

developed the creation of training materials, to include employee Smart Books and quick

reference guides, using information collected from industry standards, changes in industry

processes, internal individual employee and team audits, process reviews, and face-to-

face interaction.

• Principle trainer on new employee, leadership, and individual development courses

covering topics in revenue cycle, key performance indicators, professional software

applications, leadership, and quality improvement programs. Created a LEAN simulation

focused on healthcare revenue cycle and used that simulation to train the leadership

within the Service Center on how to better streamline their processes, how to better

synchronize their efforts across the revenue cycle, and how to identify and resolve

barriers. Served as mentor to six employees.

• Established and developed a Quality Improvement Department. Established a working

relationship with leadership to facilitate information sharing and barrier resolution. Used

metrics taken from various audits and data collection activities to identify process barriers,

trends, and best practices. Provided recurring, updated briefings to senior- and mid-level

leadership identifying trends, barriers, best practices, and proposed recommendations.

Project Lead for the Shared Services Center, Fort Smith’s establishment of a

comprehensive standard operating procedures program. Identified current gaps in

documentation, established a development team, directed the update of documents,

edited and formatted the documents, and distributed and filed for Associate use.

Project/ Team Management

• Senior strategic analyst tasked with creating key planning and implementation documents

to be used by US Military and Civilian, allied military and civilian, and non-governmental

organizations. Conducted recurring fact finding events including telephonic, video

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teleconferencing, and face-to-face interviews collecting metrics, lessons, and best

practices.

• Managed an 85-person company with eight direct reporting employees. Developed plans

covering all aspects of training, task accomplishment, resource management, personnel

support and development, safety, and security. Conducted numerous internal and external

presentations covering a wide spectrum of topics and issues. Conducted monthly

assessments and presentations identifying the company’s capabilities and resource

statuses. Ensured each employee complied with company policies and procedures

including equal opportunity, published moral guidelines, and substance abuse.

• Managed a 23-person company with five direct reporting employees responsible for

providing customer service to a major military installation with 15,000 employees.

Developed short-, medium-, and long-term training and support plans based upon

changing requirements. Managed the budgetary, equipment, and resource requirements

for the company. Participated in weekly meetings with executive management.

Human Resources

• Director of Human Resources, Planning and Hiring, responsible for a 6,000-person

geographically dispersed company. Analyzed all aspects of human resources for the

company and made recommendations on new policies and procedures to better support

the needs of the workforce. Increased the quality of new employees by refining and

implementing a rigorous recruiting plan.

• Chief Administrative Officer for a 3,000-person company with the responsibility of

reviewing, processing, and tracking personnel actions, evaluations, awards, safety

operations, equal opportunity program, and hiring actions. Implemented multiple

programs improving quality of support to personnel by streamlining customer service

processes.

• Director of Administrative and Logistic Support for a 400-person company comprised of

military and civilian employees from the United States and other nations. Managed all

levels of resource support including human resources, logistics, and contract

requirements. Responsible for reviewing and maintaining comprehensive knowledge of

the human resources support requirements for over ten United States and foreign

government agencies.

EMPLOYMENT HISTORY:

• 2014-Current Shared Services Center- Fort Smith: Training and Documentation Manager

• 2013-2014 Shared Services Center- Fort Smith: Quality Improvement Manager

• 1992-2013 United States Army: Various Positions

TRAINING / EDUCATION:

• Master of Business Administration, International Management concentration, Columbia

Southern University

• Bachelor of Arts, History, University of Texas at Austin

• Command and General Staff Officer College, United States Army, Redstone Arsenal,

Alabama

• Combined Arms and Services Staff School, United States Army, Fort Leavenworth, Kansas

• Certified Green Belt, Six Sigma

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• ISO-9001 Internal Auditor Program, Non-Certification

• Certified Revenue Cycle Representative Program, scheduled for completion May 2015

COMPUTER LITERACY:

• Microsoft Suite • Microsoft Outlook Microsoft Visio

• Advanced Learning • Social Networking • Revenue Cycle Systems

Center

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