Customer Service Human Resources

THERESA E. STEPHENS

***** ***** ******, ******, ******** 48088

Email Address: ***********@***.***

(H): 586-***-**** ( C): 313-***-****

SENIOR HUMAN RESOURCE MANAGEMENT

Senior level manager with ten years broad -based progressively responsible experience in management and human resources. Proven abilities to work with senior management team to integrate the human resource function within the overall business operating strategy. Advance level of experience in departmental startups, high growth operations and restructuring.

AREAS OF EXPERTISE

Employee Relations Organizational Development Compensation & Benefits Training & Development Staffing Requirements HR Policy Design & Administration Recruitment & Employment Safety Training Operations Management Team Building Employee & Labor Law Sexual Harassment EEOC FMLA NLRA USERRA OSHA EPPA Workers’ Compensation Unemployment, and Wage & Hour State & Federal Licensure

oScreening Applicants

oBenefits

oCompensation Programs

oTraining and Development

oEmployee Relation

oLabor Relation

oPayroll

oBank Reconciliation

oPolicy Procedures

oPersonal Data Base

oCOBRA

oAP/AR

oGeneral Orientation

oMedical Records

oWard Clerks-Supervising

oEmployee Orientation

oHousekeeping-Supervising

oCredentials -Physician/Nurses/Managers

oRecruiting

oAdministration Supervision

oTrain the Trainer Circle of Care

oE-Verify

oThird Party Billing

oE-Drug Screening

oMedical Biller-Coder

oPatient Care Advocate

Resident Service Housing Manager

Admission-Insurance Verifying

PRACTICUM EXPERIENCE

The Heat and Warmth Fund (THAW) 535 Griswold, Ste. #200 Detroit, MI 48226

Director of Human Resources/Payroll Management - January 2017

Consults with business partners to align human resources strategy and programs with the organization's strategy while supporting THAW’s mission, vision and values

Manages employee relations practices necessary to maintaining a positive employee-employer relationship and promoting a high level of employee commitment

Investigates and resolves external and internal charges / complaints of harassment and/or discrimination; applies an understanding of key legal precedents, policies and practices to protect the interest of THAW; while collaborating legal counsel and C’ Level Executives, considering risk for the organization and involving others as appropriate.

Labor Management - oversee turnover, retention, over time trends and reporting on the root cause analysis for monthly trends.

Provided strategic directions and guidance on HRIS and knowledge management approaches and tools

Supervise – Office Manager/Receptionist

Managed the maximum utilization of the agent workforce to meet service level requirements

Developed and monitored activities of the HR Shared Services team, ensuring compliance, quality, efficiency and accuracy of information, data and payroll system reporting and responses

Conducted and reviewed performance appraisals of direct reports, identified performance problems, and initiated disciplinary actions.

Responsible for recruiting and selection practices to ensure the greatest number of highly qualified candidates is referred for each open position; ensures interview and selection techniques are in compliance with organization policies and procedures, as well as applicable laws and regulations.

Organization Liaison Staffing Agencies

Employee Labor Relations – recently organized as of April, 2016 under (CBA) Collective Bargaining Agreement – apart of the team negotiating contract

Reviews, audits and approves salary transactions according to applicable procedures. Counsels and advises management regarding salary planning/compensation and regards to internal equity, promotions, reclassifications, transfers.

Support and measure key HR related Employee Relations

Workers Compensation – monthly/quarterly cost analysis; reporting trends to reduce cost and work related injuries.

Direct report to the Chief Financial Officer – Weekly and Monthly reporting

Maintains the work structure by updating job requirements and job descriptions for all positions.

Prepares Executive Directors and Team members by establishing and conducting on boarding, orientation and training programs.

Manage and oversee the annual merit review process, target tracking and bonus calculation

Participate in and work with community organizations to ensure the organization s positive community image

Participate in weekly /monthly Finance and Operation, and management team meetings

Responsible for responding to any related EEOC, OSHA complaints

Consult with line management and employees providing HR guidance when appropriate

Analyze trends and metrics to develop solutions and programs

Manage and resolve employee relations issues; conduct effective, thorough and objective investigations

Maintain knowledge of legal requirements related to day-to-day management of employees reducing legal risks and ensuring regulatory compliance.

Provide day to day performance management guidance to line management (coaching, counseling, career development, disciplinary actions)

Work closely with management and employees to improve work relationships, build morale, increase productivity and retention

Provide HR Policy guidance and interpretation

Manage payroll and employee benefit offerings and enrollment

Adhere to compliance terms for HR practices

Manage HR programs and procedures and implement continuous improvement initiatives to ensure efficient and effective practices

Serves as leader in creating safe work environment in partnership with work location management

Develop recruiting strategies with hiring managers, and responsible for the coordination of all employment advertising.

Create and publish professional recruiting materials and advertising as needed.

Conduct screening interviews to determine which candidates meet minimum qualifications.

Extends offers of employment to selected candidates.

Prepare for new hire – onboarding, network and building access

Participate in vendor relationship management by sourcing vendors and acting as key liaison and contact for coordination of work through third party vendors including negotiating rates.

Monthly reconciliation of invoices (Health, Dental, Vision, Short/Long Term Disability and Parking Garage)

Payroll Manager

Process payroll for 40-50 Employees -Biweekly

Oversee all aspects of payroll processing and information systems for hourly/salary/exempt employees

Accountable for creating, administering running of daily/monthly/quarterly reports and reporting to CFO, COO and the DOO.

Responsible for reporting, setting up garnishments, levy’s, communicating to proper authorities and employees

Bi-weekly tracking of all employees punch edits, attendance tracking as well as employment verification.

Budgets restraints work very close with Finance Department- primary focus department labor hours and program job cost assignments

Proactively identifies solutions to guest and or visitor concerns and makes necessary changes as indicated.

Review policies on regular basis regarding payroll processing/AP processing with communication to all managers as well as employees.

The Heat and Warmth Fund (THAW) 535 Griswold, Ste. #200 Detroit, MI 48226

Human Resources-Payroll Manager

Consult with line management and employees providing HR guidance when appropriate

Analyze trends and metrics to develop solutions and programs

Manage and resolve employee relations issues; conduct effective, thorough and objective investigations

Maintain knowledge of legal requirements related to day-to-day management of employees reducing legal risks and ensuring regulatory compliance.

Provide day to day performance management guidance to line management (coaching, counseling, career development, disciplinary actions)

Work closely with management and employees to improve work relationships, build morale, increase productivity and retention

Provide HR Policy guidance and interpretation

Manage payroll and employee benefit offerings and enrollment

Adhere to compliance terms for HR practices

Manage HR programs and procedures and implement continuous improvement initiatives to ensure efficient and effective practices

Serves as leader in creating safe work environment in partnership with work location management

Develop recruiting strategies with hiring managers, and responsible for the coordination of all employment advertising.

Create and publish professional recruiting materials and advertising as needed.

Conduct screening interviews to determine which candidates meet minimum qualifications.

Extends offers of employment to selected candidates.

Prepare for new hire – onboarding, network and building access, work station preparation.

Participate in vendor relationship management by sourcing vendors and acting as key liaison and contact for

Payroll Manager

Process payroll for 40-50 Employees -Biweekly

Oversee all aspects of payroll processing and information systems for hourly/salary/exempt employees

Accountable for creating, administering running of daily/monthly/quarterly reports and reporting to CFO, COO and the DOO.

Responsible for reporting, setting up garnishments, levy’s, communicating to proper authorities and employees

Bi-weekly tracking of all employees punch edits, attendance tracking as well as employment verification.

Budgets restraints work very close with Finance Department- primary focus department labor hours and program job cost assignments

Proactively identifies solutions to guest and or visitor concerns and makes necessary changes as indicated.

Review policies on regular basis regarding payroll processing/AP processing with communication to all managers as well as employees.

Coordination of work through third party vendors including negotiating rates.

Consulate Healthcare - 4419 Pheasant Ridge Road, Suite 200 Roanoke, VA 24014

Regional Director of Human Resources (June 2014 – December 2015)

Remote employee responsible for overseeing (10) facilities in the State of Michigan. Facilities located in Hancock, Fenton, Roscommon, Ishpeming, Ovid, St. Louis, Fremont, Wayne, Ann Arbor and Novi Michigan

Consults with business partners to align human resources strategy and programs with the organization's strategy while supporting Consulates mission, vision and values

Manages employee relations practices necessary to maintaining a positive employee-employer relationship and promoting a high level of employee commitment while maintaining an environment free of third party representation.

Investigates and resolves external and internal charges / complaints of harassment and/or discrimination; applies an understanding of key legal precedents, policies and practices to protect the interest of Consulate; collaborates with the legal and corporate HR department, considering risk for the organization and involving others as appropriate.

Labor Management - oversee turnover, retention, over time trends and reporting on the root cause analysis for monthly trends.

Provided strategic directions and guidance on continued development of HR portal and knowledge management approach and tools

Ensured that the staff met excellent customer services standards in all interactions with employees in diverse titles, levels and areas of responsibility

Managed the maximum utilization of the agent workforce to meet service level requirements

Developed and monitored activities of the HR Shared Services team, ensuring compliance, quality, efficiency and accuracy of information, data and HR system reporting and responses

Monitored, tracked and evaluated Operations’ performance based upon pre-determined Key Performance Indicators (KPI’s) and provided personal ongoing support and feedback to the Business Units to ensure all client deliverables were met.

Conducted and reviewed performance appraisals of direct reports, identified performance problems, and initiated disciplinary actions.

Managed real time / intraday adherence to productivity and quality metrics.

Oversees the region's recruitment and selection practices to ensure the greatest number of highly qualified candidates is referred for each open position; ensures interview and selection techniques are in compliance with organization policies and procedures, as well as applicable laws and regulations.

Labor Relations– (4) care centers under (CBA) Collective Bargaining Agreements - responsible for the negotiating of contracts, Arbitration and Mediations.

Reviews, audits and approves salary transactions according to applicable procedures. Counsels and advises management regarding salary planning/compensation and regards to internal equity, promotions, reclassifications, transfers.

Support and measure key HR related Employee Relations for all (10) care centers

Workers Compensation – monthly/quarterly cost analysis; reporting trends to reduce cost and work related injuries.

Direct report to the Vice President of Human Resources – Weekly and Monthly reporting

Maintains the work structure by updating job requirements and job descriptions for all positions.

Prepares Executive Directors and Regional Team members by establishing and conducting orientation and training programs.

Manage and oversee the annual merit review process, target tracking and bonus calculation

Participate in and work with community organizations to ensure the company’s positive community image

Facilitate employee engagement committee meetings on bi-monthly rotation schedule for (6) care centers

Participate on daily/monthly conference calls with Operations, District level employees, Regional level employees and facility level management teams

Responsible for responding to any related EEOC

Responsible for the data utilized and reported monthly on the Key Performance Indicator (KPI)

Michigan Health Rehabilitation Services of Michigan- Commerce Township, MI

Human Resource Manager (August 2011- June 2014)

Oversee all human resource information systems (FORTIS), updating personnel benefits, personnel records, and Payroll information and generate monthly and quarterly reports.

Manage the enrollment benefit/compensation packets for new hires. Evaluate and negotiate new benefits, benefits plans for full time employees

Functions as Plan Administrator with primary responsibilities consisting of tracking renewal dates, open enrollment and group investment plan changes for 500 + employees.

Employee Relations for all hourly/salary employees

Workers Compensation and COBRA Administrator

Conduct/Orientation of new employees on company mission and goals. Accountable for creating and administering Performance and Merit Evaluations. Conducted at 90 day, six months and yearly.

Track and maintain employee leave to include: Vacation, FLMA, STD, LTD, and Personal/Sick days

Direct supervisor for 3 employees (HR Assistant and Receptionists)

Contribute to revisions of policies and procedures to facilitate regulatory In-Service Training and Development.

Responsible for creating, updating, implementing and communicating new internal Policies and Procedures to Directors, Rehab Managers and employees

Weekly tracking marketing reports for salary/compensation and marketing data.

Recruiting Therapist- Physical, Occupational, PTA and OTA

Responsible for weekly status reports for Directors/Executive Director - (Employee Relation, Safety and Awareness, Compensation flaws/packets and education/training/communication) on updates/ new employment laws, regulation and licensure not limited to those mentioned.

Boulevard Health Center- (AMG- Advantage Management Group) – Rochester Hills, MI

Human Resources/Payroll Director (November 2010- August 2011)

Oversee all human resource information systems (HRIS), updating personnel benefits, personnel records, and Payroll information and generate quarterly reports.

Manage the enrollment benefit/compensation packets for new hires. Evaluate and negotiate new benefits, benefits plans for full time employees

Functions as Plan Administrator with primary responsibilities consisting of tracking renewal dates, open enrollment, and group investment plan changes for 200 + employees.

Employee Relations for all hourly/salary employees

Workers Compensation and COBRA Administrator

Conduct/Orientation of new employees on company mission and goals. Accountable for creating and administering Performance and Merit Evaluations. Conducted at 90 day, six months and yearly.

Track and maintain employee leave to include: Vacation, FLMA, STD, LTD, and Personal/Sick days

Labor Relation- Apart of Negotiation Team for designated Facility Unit

Implementing procedures and processes to facilitate regulatory In-Service Training and Development.

Responsible for creating, updating, implementing and communicating new internal policies and procedures to management and employees.

Interview all potential hires

Develop Employee Retention/Recruiting programs

Monthly Reports: HR, Retention, Mandatory Training, Credentials

Write policies and procedures to facilitate regulatory In-Service Training Development

Responsible for creating, updating, implementing and communicating new internal policies and Procedures to management and employees,

Payroll Accounts Payable Coordinator

Process payroll for 200+ Employees -Biweekly

Oversee all aspects of payroll processing and information systems for hourly/salary/exempt employees

Accountable for creating, administering running of daily/monthly/quarterly reports and reporting to Administrator, Managerial Team and Corporate.

Responsible for reporting, setting up garnishments, levy’s, communicating to proper authorities and employees

Bi-weekly tracking of all employees punch edits, attendance tracking as well as employment verification.

Budgets restraints work very close with Administrator/Managers/HR Department labor hours daily

HR Coordinator back up

Oversees administrative functions including but not limited to bank deposits, coding of invoices, processing check request, petty cash and running reconciliation reports monthly for corporate reporting, General ledger

Proactively identifies solutions to resident/family concerns and makes necessary changes as indicated.

Vendor Liaison of any questions/concerns or comments.

Review policies on regular basis regarding payroll processing/AP processing with communication to all managers as well as employees.

TSLC- Trinity Senior Living Community- (Sanctuary at Maryhaven) - Southgate, MI

Manager (HR/Marketing) (November 2009 – August 2010)

Functions as community marketing administrator with primary responsibilities consisting of tracking of current new residents, customer service and sales.

Oversee all aspects of community activities/employee relations for all hourly/contractual employees and sales management

Accountable for creating and administering marketing strategies for community with occupancy of 76 units/Independent Community

Supervision/Outreach Community involvement

Weekly tracking marketing reports for census/employee and marketing data.

Budgets/Payroll

Hiring Manager

Oversees administrative functions including but not limited to bank deposits, coding of invoices

Proactively identifies solutions to resident/family concerns and makes necessary changes as indicated.

Engages residents/families in focus groups and customer service surveys to gather input and measure success of customer service initiatives.

Plans, controls, and implement corrective action plans for Sanctuary Staff as deficiencies are identified.

Review policies on regular basis regarding acceptance and admission of all residents. Provides counsel and guidance to residents and /or families.

Maintain a working knowledge of applicable Federal, State and local laws and regulations, Trinity Health Corporate Integrity Program, Code of Ethics, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.

HCR Manor Care, LLC. (Heartland Healthcare Center)

Human Resource Director (March 2006 – October 2009)

Oversee all human resource information systems (HRIS), updating personnel benefits, personnel records, and Payroll information and generate quarterly reports.

Manage the enrollment benefit/compensation packets for new hires. Evaluate and negotiate new benefits, benefits plans for full time and contractual employees

Functions as Plan Administrator with primary responsibilities consisting of tracking renewal dates, open enrollment, and group investment plan changes for 173 + employees.

Employee Relations for all hourly/contractual employees

Conduct/Orientation of new employees on company mission and goals. Accountable for creating and administering Performance and Merit Evaluations. Conducted at 90 day, six months and yearly.

Track and maintain employee leave to include: Vacation, FLMA, STD, LTD, and Personal/Sick days

Labor Relation- Apart of Negotiation Team for designated Facility Unit

Contribute in the revision of policies and procedures to facilitate regulatory In-Service Training and Development.

Responsible for creating, updating, implementing and communicating new internal policies and procedures to management and employees.

Interview all potential hires

Develop Employee Retention/Recruiting programs

Trainer for Master Caring Leadership Program- Training for all Managers/Department heads/supervisor

Monthly Reports: HR, Retention, Mandatory Training, Credentials, Infection Control

Safety Committee Chairperson- Implementing and developing awareness programs for Safety First.

Write policies and procedures to facilitate regulatory In-Service Training and Development.

Responsible for creating, updating, implementing and communicating new internal policies and Procedures to management and employees,

Interview all potential hires

Develop Employee Retention/Recruiting programs

RDK COLLECTION SERVICES, INC. – COLLECTION AGENCY – Troy, MI

Human Resources/Administrative Manager

Oversee all human resource information systems (HRIS), updating personnel benefits, personnel records, and Payroll information and generate quarterly reports.

Manage the enrollment benefit/compensation packets for new hires. Evaluate and negotiate new benefits, benefits plans for full time and contractual employees

Functions as Plan Administrator with primary responsibilities consisting of tracking renewal dates, open enrollment, and group investment plan changes for 40 + employees.

Calculate and reconcile payroll/time sheets for all hourly/contractual employees weekly.

Conduct/Orientation of new employees on company mission and goals. Accountable for creating and administering Performance and Merit Evaluations. Conducted at 90 day, six months and yearly.

Track and maintain employee leave to include: Vacation, FLMA, STD, LTD, and Personal/Sick days

Administer COBRA benefits – initial and cobra election letters and tracking employee with extended benefit options.

Write policies and procedures to facilitate regulatory In-Service Training and Development.

Responsible for creating, updating, implementing and communicating new internal policies and Procedures to management and employees,

Interview all potential hires

Develop Employee Retention/Recruiting programs

Previous experience working in industries with high level of employee turnover; proven success with fast track recruiting and hiring.

Demonstrates success increasing employee satisfaction, retention, communication and presentation skills, with the ability to communicate with multiple levels.

Ability to work as part of team, coach and train staff, as well as strong analytical and problem solving skills.

Accounting Manager

Reconcile 6 General and Trust Accounts Totaling up to $450,000; orchestrate End of the day, Month end year end closing

Implemented Internal controls and audits for Cash Management, administer monthly (internal) audits for Cash Application and Payroll to insure proper posting and prevention of overpayment or underpayments.

Developed and implemented internal Petty Cash procedures, process up to 5,000 debtor and credit cared payments weekly. Import approximately 16,000 claims monthly from clients to company database.

Prepare monthly journal entries, review and monitor company wide purchases in which include negotiating of prices, paying vendors and tracking of company leases and rebates. Monitor Service Agreements totaling over $200,000.

EDUCATION & TRAINING

Masters of Science – Human Resources /Business Administration (2005)

Central Michigan University, Mt. Pleasant, MI

Bachelor of Science – Business Accounting (2003)

University of Phoenix, Phoenix, AZ

CERTIFICATES OF ACHIEVEMENTS Protecting our Aging Workforce

Branching Out To Success OSHA Compliance Mistake – Free Grammar and Proofreading FEMA – Active Shooter: What You Can Do American Heart Association - CPR

SKILLS AND TRAINING

Ability and possesses a comprehensive knowledge of basic data analysis and communication tools including, Excel, Word, Access, Kronos (time keeping), MSP- My Staffing Program- Recruiting, ADP, Prime Pay and Paychex (Payroll), Quick Books, FORTIS and People Soft, HRIS (systems), My Staffing Program, Intact system, Training and Development (Health & Safety, Sexual Harassment, HIPPA and Facilitator (Marketing Client Services for Substance Abuse), Writing policies and procedures, Corel Word, Third Party Billing, Collection, Med soft, Point Click Administration, Microsoft Office – Outlook, GroupWise and Novell, Customer Service, and areas of Accounting.

ATTRIBUTES AND ACCOMPLISHMENTS

Experience with change management, compensation management programs, talent management, /ADP payroll and HRIS technology experience. I am a self-starter who can work autonomously and manage a team in a complex matrix organization, skills to interact with senior staff, self-confidence and knowledgeable in many areas with hands-on attitude. I also process strong communication skills with excellent judgment/common sense, integrity, ethics and excellent presentation skills. Collaborative team player roll-up the sleeves mentality, highly organized in a fast-paced environment with strong business acumen, understanding of key business drivers/how the business works. I am able to connect, engage and communicate with others to encourage open expression of ideas. Communicate effectively at all levels and build strong relationships Judgment and make sound decisions with the ability to demonstrate critical thinking to take appropriate risk.

I am dedicated, enthusiastic with a Bachelor degree in Business Accounting and a Master’s degree in Human Recourses. Several years of experience in the areas of Direct H.R. Systems Management, Coordination and Negotiation of benefits, Labor Relations, Plan Administrator of multiple operations, Business Operations, Bookkeeping, Customer Service, Accounts Receivable and Payables, Reconciliation, Collections, Office management, Third Party Billing, Purchasing, Auditing, Supervision different departmental areas within the Therapeutic Environment as well as Financial Institutions (Bank and Credit Union), Non-Profit Organization and Healthcare Industry.

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