Human Resources Customer Service

Judith Banks, BA, MPA, HRC **** Chinaberry Circle

Macedonia, Ohio

Cell 330-***-****

**************@*****.***

Skills Summary

Dynamic Senior Leader with a passion for people, leadership and development. Skilled in leadership/team development, public speaking, compliance, creating and implementing strategic long-term vision, customer satisfaction, change implementation and community involvement. Uses skills to develop staff and facilities for current success as well as future viability.

STRENGTHS:

Team Building

Mission Integration

Mentoring and Coaching

Budgeting

Leadership Development

Change Implementation

Public Speaking

Customer Service and Satisfaction

Creative/Proactive Thinking

Compliance Management

Communication

Labor Relations

Goal Development

Community Involvement

Applicant Tracking Systems

Employment

UH Rehabilitation Hospital 11/2012 – 5/2015

Director of Human Resources

Active participation as member of Health System Executive Team.

Developed relationship with regional executive team that lead to me being appointed lead person for hospital daily operations meeting

Recruited both exempt, clinical staff and decentralized staff for hospital

Developed and periodically reviewed and updated Standards of Conduct to ensure continuing currency and relevance in providing guidance to management and employees

Responded to alleged violations of rules, regulations, policies, procedures, and Standards of Conduct by evaluating or recommending the initiation of investigative procedures

Responsible for the compliance of the Affordable Care Act guidelines, and maintenance of any reporting requirements via government regulatory requirements

Identified potential areas of compliance vulnerability and risk; developed/implemented corrective action plans for resolution of problematic issues, and provided general guidance on how to avoid or deal with similar situations in the future

Developed Patient Satisfaction Program and Increased Press Ganey Patient Satisfaction Scores from 79% to 92% particular ancillary areas

Developed Employee Engagement Survey to assess employee satisfaction

Developed and coached performance appraisal workshop for management and executives, which established greater linkage between performance appraisals and salary actions

Passed Joint Commission human resources survey in March 2013, 2014 and 2015 with no deficiencies

Lead several Coach to Grow programs with employees developing them for management roles and succession planning

Consulted with the corporate attorney as needed to resolve difficult legal compliance issues.

Chosen to represent region at Corp budget presentations for National Centerre Healthcare Region

Involved in direct efforts to maintain staffing hiring plan budget objectives. Resulted in hospital’s highest retention rate.

Talent Acquisition and Full life Recruiting

Handled all Employee Relations Issues

Developed Customer Service Training Hospital that led to improved clinical outcomes

Ensured compliance with state and federal surveys by developing strategic plan to complete actions required

Reviewed all staff annual performance reviews and coached managers and directors on appropriate goal setting

Managed six seven members

Centers For Families and Children 5/2012-11/2012

Human Resources Consultant (CONTRACT Position) Human Resources

Created facility’s first strategic diversity plan with planned execution in 2013

Developed Employee Engagement Survey and processed analytics

Led strategic planning initiatives for change management project

Spearheaded change at the facility into a more transformational approach than a tactical approach.

Lead project based implementation of an effective change management/leadership approach, methodology and tools and designs, while developing and deploying organizational culture and employee engagement plans.

Developed first ever stay interview versus exit interview to improve employee retention

Recruited staff at both centralized and decentralized level

Kent State University Human Resources 7/2008 – 11/2011

Manager of Talent Acquisition and operations and manager of faculty recruitment

Comprehensive accountability and responsibility for core HR Processes including full life cycle recruitment external recruiting and internal talent management while delivering a balance of process orientation with sense of urgency and attention to detail during entire onboarding process

Comprehensive responsibility directing the HR activities across multiple campus locations

Led leadership search committee staff and faculty training for deans, and chairs and search committee staff

Appointed President of Pan African Faculty Staff Association by University

Active part of local and national organizations.

Handling of Employ Relations Issues and Labor Relations, Contract Negotiations

Talent Acquisition and full life recruitment

Recruited diverse faculty members

Developed and coached performance appraisal workshop for management and executives, which established greater linkage between performance appraisals and salary actions

Increased Employee Engagement Survey to 96%

Responsible for maintaining HR budget

Proven success enhancing employee retention/morale, reducing operating cost, and increasing department organization and productivity through effective staff training in areas such ADA, OFCCP, Hiring Right, EEO and sexual harassment

Identified potential areas of compliance vulnerability and risk; developed/implemented corrective action plans for resolution of problematic issues, and provides general guidance on how to avoid or deal with similar situations in the future

Establishes and provides direction and management of the compliance Hotline

Consulted with the corporate attorney as needed to resolve difficult legal compliance issues

Recruited Ph.D Faculty from all over the country

Created diversity training power point presentation training for new hire employees

Reviewed staff performance evaluations

State of Ohio Réhabilitation Services Commission 2/2008-7/2008

Deputy director of human resources, talent acquisition, eeo & diversity

Member of Senior Executive Leadership team

Managed staff of 15 including 4 middle managers

Managed EEO, Talent Acquisition, Benefits and State Records Department Staff

Establishes and provides direction and management of the compliance Hotline

Worked with department heads to develop bottom up operation budget and implemented monthly budgetary accountability program for human resources operating budget. Resulted in department ownership in their budgets, and closer eye on monthly spending, and created an attitude of “personal” involvement in the daily operation of the facility.

Comprehensive responsibility directing the HR activities across Ohio State locations

Responsible for development of leadership programs, staff development.

Managed budget, and transferred monies from one department budget to other and

Developed diversity strategic plan for 2008-2009

Labor Relations and Contract Negotiations

Developed and coached performance appraisal workshop for management and executives, which established greater linkage between performance appraisals and salary actions and reduced vulnerability to complaints and lawsuits

Talent Acquisition and Full Life Recruitment

Turned around commission’s adversarial relationship and field customers and dramatically improved its reputation by using a proactive communication strategy including effective phone contact and written communications, as well as trips to field offices

Ensured compliance with state and federal surveys by developing strategic plan to complete actions required.

Aultman Hospital Human Resources- Canton, Ohio 4/2004 – 2/2008

sr. human resources specialist

Responsible for reviewing and processing over 5000 employee performance evaluations each year.

Responsible for full life cycle recruitment functions, EEO Reporting, employee relations and new hire orientation.

Integrated mission and vision throughout the program

Developed first ever diversity training program for the hospital and developed new hire diversity power point training presentation

Provided expert advice and counsel to the CEO and Senior Leadership teams on matters of diversity and reduced employee issues by 72%

Full Life Recruitment and Onboarding

Developed polices and programs to attract, retain and promote diverse work force for the hospital

Provided reliable guidance and training to managers on developing best practices that respond to long-range recruitment needs adherence to the employment budget

Developed customer satisfaction and rewards program.

Kaiser Permanente Health Ohio - Cleveland, Ohio (Cumulative Tenure 15 years) 11/1990– 10/2003

National Large group healthcare underwriter

homecare department supervisor

patient registration manager

Education

M.P.A. Masters of Public Administration with concentration in Human Resources - University of Akron May 2005

B.A. Management- Malone University, Canton, OH 2001

Kent State University Doctorate Student 2009-2011

Human Resources Certification 2014

Certification in Hiring Right

Certified Personal Success Facilitator

Kent State University Institute of Excellence for Administrators 2011

Miscellaneous

SHRM Society of Human Resource Management

National Society for Public Administrators

National Diversity Council Associations

Toastmasters International

State of Ohio Diversity & Cultural Competence Advisory Board

Professional Women’s Who’s Who 2012, 2013

Applicant Tracking Systems and HRIS Systems. Taleo, People Admin, People Soft, Lawson, ADP, SAP etc.

Volunteer Activities

American Cancer Society Relay for Life

Chamber of Commerce Healthcare Division Member

Canton Ohio Rotary

Executive Leadership in Special Needs Camping Program

**References Available Upon request

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