Human Resources Customer Service

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Erinn E. Krusling

**** *** ******, **, **********, DC 20012

513-***-**** (c) / *********@*****.***

Professional Experience:

July 2008 – Present: Director, Human Resources ~ HCR ManorCare ~ Wheaton, MD

Independently manage and supervise multiple facility locations, providing full employee relations and advisory services for approximately 300 employees, senior management, and regional corporate administration

Responsible for advisory services in staffing and recruitment, performance management, employee/labor relations, classification, compensation, life insurance and health benefits to effectively coordinate and integrate policy objectives

Oversee all recruiting efforts for all personnel vacancies; develop and implement local recruiting campaigns; conduct applicant screenings, interviews, and make recommendations on qualified applicants

Review, interpret and apply policies, rules or regulations related to resolving highly complex human resources issues to provide guidance and assistance to senior management, union representatives, and employees on all employee relations issues such as rights, leave/absences, work hours, incentive awards, tuition assistance, ethics, drug/alcohol abuse, disability, performance management, disciplinary actions

Provide authoritative advice and assistance to senior managers and support personnel to offer guidance on Federal and State labor laws and major procedures policies, practices and strategies applicable to public and private sector employees to ensure compliance with various laws, rules, and regulations

Provide front line advisory services to senior managers and supervisors on performing conflict resolution; recommend new approaches to resolve difficult issues and/or alternative corrective actions and techniques; apply appropriate corrective and/or disciplinary actions and legal obligations when necessary

Research best practices, case law and third party decisions and regulations to provide current and accurate advice to management at all levels within the organization to interpret laws and regulations, and technical direction for senior management and personnel on procedural policies, bargaining implementation, employee evaluations and ratings

Analyze, evaluate and recommend human resource principals and procedures to all management and personnel for the overall effectiveness and achievement of the organizations objectives

Develop performance metrics and plans; monitor employee performance management; guide and counsel senior management and employees on appropriate actions regarding all performance issues, recommending appropriate actions at all levels; identify and implement best practices to ensure accurate and efficient organizational processes

Facilitate the employee performance process; monitor completion of performance evaluations, ensuring all managers are compliant in providing accurate and timely performance appraisals for all employees

Deliver and facilitate informative briefings and training sessions related to federal human resources policies to senior managers, and program support personnel for human capital planning and a strategic workforce

Represent employees as an advocate on complex and controversial matters, informing employees of their rights while communicating organizational strategies, goals, objectives and priorities

Conduct semi-annual cost benefit analyses based on recruiting costs as they relate to employee development; organize and implement all employee activities to support the overall effectiveness and achievement of the organizational goals

Organize and participate in programs and meetings to provide employee/management relations guidance; act as liaison by making technical recommendations to all parties representing the company on subject matter regarding intra and interagency work groups

Research and analyze federal statutes, regulations, and case laws in order to resolve employee issues; develop and formulate human resources policies using position papers and written guidance for implementation and analysis to administer disciplinary actions; monitor disciplinary process’ for consistency; help resolve complex and/or controversial workplace issues through various mediation methods; exercise professional judgment when no precedent exists by adapting policy and regulations for negotiated and administrative grievances and provide program support

Organize and monitor individual staff development and training, based on departmental needs and employee assessments; coordinate and/or provide safety training and educational programs for new and current employees

Ensure proper compliance with EEO and OSHA guidelines, as well as all corporate and facility safety policies, while overseeing and monitoring Workers Compensation claims for accuracy and liability issues 2

Ensure compliance and implementation of all federal and local regulations for COBRA, FMLA, ADA, ERISA, Medicare and Social Security

Provide oversight and guidance for compensation, employee benefits, and payroll issues as well as staffing and scheduling

Develop and compose written materials for employee briefings and to explain complex and controversial agency policies and procedures, while consistently maintaining a structured organized work environment; develop issue papers outlining analyses and recommendations to resolve HR programmatic or policy issues for senior management approval

Manage Unemployment Claims and attend hearings as needed

Act as liaison between the organization accounting dept. and benefit vendors; ensure accurate and timely processing of invoices; prepare reconciliation reports on a regular basis September 2007 – July 2008: Human Resource Administrative Coordinator Hamilton County Community Action Agency ~ Cincinnati, OH

Coordinated all activities of the HR department

Created, organized, and maintained organizational job vacancy postings

Monitored unemployment claims and participated in associated hearings as necessary

Processed performance evaluations

Interpreted and applied organizational policies, employment laws, regulations, and benefits administration

Recruited, assessed, and placed qualified applicants for various vacant positions

Conducted general public recruiting and sole contact for employment issues

Conducted day-to-day employee relations

Provided conflict resolution of workplace issues through investigations

Coordinated special projects for employees for staff development and training based on department needs September 2006 – October 2007: Office Manager/ Insurance Sales Agent State Farm Insurance ~ Cincinnati, OH

Act as sales representative for clients interested in auto, home, life and/or health insurance products.

Coordinates assignments and delegates tasks to ensure deadlines are met in a timely manner, maintains calendars and schedules all appointments and develops agendas

Receives and process confidential material and information, and applications

Serves as liaison between senior management, clients, and the general public; meet with insurance carriers, consultants and actuaries to review proposals and recommend coverage

Oversees and assists with all day-to-day activities of the office, work with the senior management in negotiating the purchase of office supplies, furniture, miscellaneous office equipment, etc. for the entire staff in accordance with company purchasing policies, prepare and submit billing statements on a routine basis

Educate clients on state insurance laws, helped resolve individual account requests and claim issues May 2005 – January 2006: Administrative and Marketing Assistant ~ MetLife Financial Services ~ Cincinnati, OH

Designing, explained and providing benefit plans to employers

Assist in the annual open enrollment periods; arrange for distribution of materials from carriers and assist with the communication changes to employees.

Restructured office and quoting procedures to increase production

Assisted Human Resources team with recruitment, benefits administration, training and compensation.

Maintained database to update client information and activities

Utilized various marketing strategies to acquire, retain and develop customer assets

Provided tax and retirement related information upon request verbally and in writing

Creating materials for increased sales and productivity Act as a resource for employees at all levels, handling employee inquiries and HR transactions with a high degree of accuracy and customer service 3

February 2002 - March 2005: Office Manager/Insurance Agent Hukill Hazlett Harrington Insurance Agency ~ Cincinnati, OH

Sold life and health insurance to individuals and large and small businesses

Responsible for compliance with COBRA, HIPAA, FMLA, and other applicable benefit regulations; maintain accurate summary plan descriptions in conjunction with these regulations

Restructured office and quoting procedures to increase production

Prepared billing statements for health providers

Processed applications and reviewed forms to submit for processing

Maintain accurate summary plan descriptions for all health and dental plans

Met with insurance carriers and consultants to review proposals and recommend appropriate benefit packages

Processed enrollment and termination forms for processing

Served as a liaison between various providers

Conducted employee relations and as a resource for employees at all levels, handling employee inquiries and HR transactions with a high degree of accuracy and customer service September 1998 – February 2002: Administrative Assistant ~ Lincoln Financial Advisors ~ Cincinnati, OH

Managed five employees and was responsible for overseeing all daily functions of the office. Performed all basic office tasks, and implemented many changes to make the office more efficient. Prepared time schedules for employees

Act as Payroll Administrator, processing and administering payroll

Advised clients on rules and regulations pertaining to annuities and other retirement plan options; managed brokerage accounts as well as life and health insurance policies

Responsible for the efficient administration of the organization’s employee benefits programs to include claims resolution, change reporting, auditing invoices for payment, and communicating benefit information to employees

Responsible for compliance with COBRA and other applicable benefit regulations.

Coordinated benefits fairs and open enrollment sessions with various companies

Worked closely with human resource departments, helping employees understand their retirement and benefit plan options- this helped increase participation in retirement plan benefits.

Act as a resource for employees at all levels, handling employee inquiries and HR transactions with a high degree of accuracy and customer service

Worked with Human Resources team with recruitment, benefits administration, training and compensation. Education

Bachelor of Arts, English Literature, University of Cincinnati, 1993

Associate of Arts, General Studies, University of Cincinnati, 1991 Professional Development / Affiliations

Human Resources Management, Professional Certification, University of Cincinnati, 2002

State of Ohio Department of Insurance (Licensed, 2002)- Variable Annuities, Life, Accident & Health

Society for Human Resources Management (SHRM)

Computer Skills

Microsoft Office (Excel, Word, Power Point, Outlook)

ABRA HRMS Database

Kronos Payroll System

PeopleSoft

Various internal developed database systems

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