Customer Service Manager

Lynsey Miller acp98l@r.postjobfree.com 979-***-****

Proven ability to be resourceful, operate strategically, and complete complex assignments with minimal guidance.

Enjoys project challenges, provides excellent internal and external customer service to build trusting relationships.

HR Business Partner Lone Star Circle of Care 3/2011-Present

Progression

•Hired as HR Generalist with mentoring responsibilities of 2 HR Assistants. Promoted to HR Manager 12/2012 with 3 direct reports. Re-classified to HR Business Partner in 7/2013.

Selected Accomplishments

•Overhauled employee leave process: improved tracking, standardized forms and email communications

•Project Management: implementation of the Applicant Tracking System (ATS), assisted with implementation of reference assessment and background screening tools; simultaneously implemented new HRIS, and became HRIS Subject Matter Expert (SME), providing guidance, training and ad-hoc reporting as needed to all levels of staff

•Benefits Compliance: Annual EEO-1 Filing, CMS Data Match filing, Medicare Credible Coverage reporting, Court Ordered Medical Coverage responses, provided data for annual 403(b) audit and 5500 filings

•Coordinated annual open enrollment including assisting with carrier changes, communication to employees and coordinating with the HRIS. Included a successful last minute post-effective date carrier change.

•Researched, identified and implemented a new COBRA vendor within a one month deadline

•Annual Performance Management and merit increase process including first company calibration process in 2013

•Full cycle all staff recruitment for two new Pediatric clinics with short deadline, gaining the trust and respect of the Pediatric leadership team

•Audits: HR contact for compliance and audit site visits. No HR findings in any audits: Annual DSHS, 403(b), HRSA & 2/2013 Joint Commission survey - ensuring standards are maintained and funding opportunities for the company. Acted as surveyor in 2015 mock survey in preparation for triennial reaccreditation survey.

•Employment Based Immigration: advising leadership and executing case management: one new F1/OPT – H-1B filing, one H-1B employer transfer and assisting with one EB-2 Perm filing

•30% Company Reduction in Force (RIF), meetings with leadership, performed RIFs, project managed exiting process for over 185 employees & integral component in resulting rebuilding and retention efforts

Responsibilities

Currently supporting the OB/Gyn/Women’s Wellness, Pediatric, Family/Senior and Behavioral Health Service Lines and the Quality Department - approximately 300 employees

Providing ongoing advice and guidance to employees and managers on all aspects of HR functions including company policies/processes, complex employee relations issues, risk analysis for terminations, benefits, leaves of absence/ADA accommodation needs to ensure fair and equitable employee treatment

•Partnering with management to conduct involuntary terminations, reductions in workforce and exit interviews for resignations

•Continual participation in ad hoc projects and process improvement initiatives

HR Coordinator, Programs Team VMware 11/2009-3/2011

Progression

•Hired onto Offers team, quickly ramped up immigration knowledge with sudden departure of incumbent & transferred daily responsibilities to immigration needs

Selected Accomplishments

•Focused incoming requests by creating an immigration mailbox and standard responses to enhance customer service

•Developed an HR playbook to document departmental processes

•Scrubbed data and processed the annual Affirmative Action filing, EEO-1 filing, Vets 100 and Vets 100A filings- no prior guidance/infrastructure in place

•Point of contact for the initial development of the Affirmative Action Program in the U.S. in line with OFCCP requirements and the Canada Employment Equity Program. Partnered with the Compensation team to properly categorize staff

•Created and managed internal HR SharePoint page/subpages

Responsibilities

•Audited, opened & posted job requisitions worldwide. Also audited, processed & extended offers in the U.S., Canada and Latin America

•Consulted with immigration attorneys, student visa vendors in order to provide immigration advice to recruiters, hiring managers and candidates; experienced with F1/OPT, F1/CPT, H-1B, EAD, L-1B, B-1, J-1 & supported the permanent residence process

HR Coordinator Solis Health 2/2007-10/2009

Progression

•Hired as Receptionist. Promoted to Data Administrator with responsibilities supporting HR, Finance, and Marketing, then re-classified to HR Coordinator.

Selected Accomplishments

•Ownership of Daily Key Indicator (DKI) report which compared prior daily encounters against the staffing model and budget (30+ tab Excel spreadsheet). Worked with internal contact to automate the report with a macro and drastically reduce the administrative burden for scalability.

•Acquisition analysis support - retrieving and analyzing patient encounter data, and marketing demographic data. Compiled reports/graphs for executive review

•Became payroll administrator with sudden departure of incumbent

Responsibilities

Human Resources support including personnel data change processing, payroll liaison and multi-state payroll processing backup, employee contact for benefits and leaves of absences

•Managed relationship between benefits broker and employee, reviewed benefit invoices and approved for payment

•Researched, submitted, audited data for HR and Accounting during ExponentHR implementation including multi-state taxation and garnishments

Prior Work History

Administrative Secretary Bryan Texas Utilities 9/2005-6/2006

Student Administrative Worker Texas State University 8/2003-5/2005

Education

Bachelor of Arts Psychology Texas State University – San Marcos

Software/Program /Vendor Experience

HRIS/Payroll: ADPWorkforce Now, ExponentHR, Oracle, Workday, ADP PayExpert

COBRA: ADP BeneDirect, Infinisource

Timekeeping: EZ Labor Manager, Kronos

Applicant Tracking System: Trovix, HealthcareSource: Position Manager

Other: ADP FlexDirect, Sunrise RIS (Radiology Information System), Medical Manager, Bullseye Marketing Database, PayScale, IBM Kenexa CompAnalyst

Microsoft: Outlook, Word, Excel, Powerpoint, Sharepoint, OneNote

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