Customer Service Human Resource

Highly motivated Human Resource professional with several years of experience across diverse settings. Skilled in human resource systems, people management, project management and process improvement. Talent for aligning business strategy with organizational culture. Thrives in a fast-paced environment while managing multiple teams and projects. Works well in a team or independently to identify problems, highlight inefficiencies and implement improvements. Detail-oriented and hands-on when required. Takes thoughtful risks and acts with a sense of urgency. Expertise in:

• Workday HCM

• Implementations

• Acquisitions

• HR policies and procedures

• Performance Management

• Recruitment, Onboarding, Retention

• Change Management

• People Management

• Vendor Management

• Project Management

EDUCATION

Bachelor of Arts, HR Management Lindenwood University Graduated 2006

Masters of Science, HR Management Lindenwood University Graduated 2016

PHR Certification January 2017

EXPERIENCE

Director Resource Center

Magellan Health Services, St. Louis Missouri 11/2010 – present

Manage a team that interacts with all areas of HR and Magellan employees to provide HR resources and information from a technology and workflow perspective including Recruiting, Onboarding, Compensation, Benefits, Employee Relations, Performance, Succession and Termination. Thorough understanding of human resource labor law and processes. Participated in the policy development of nearly all HR policies over the last 2 years; including hiring policies, background checks, drug screens, time off policies, sexual harassment, termination, severance and other management related HR policies.

Key accomplishments while at Magellan:

Project Manager in identifying and implementing electronic filing system for all employee records

Project Manager in defining and re-creating process for credentialing and re-credentialing licensed clinical staff companywide

Key committee member for implementation of Service Now

Committee member on implementation of Workday related to the Resource Team

Committee member on streamlining process for acquisitions in Workday

Positions Held:

Supervisor NIA Division

Manager NIA Division

Manager HR Service Center

Director Resource Team

Supervisor Customer Care

New Balance Shoe, Fenton Missouri 8/10/2007 – 11/15/2010

Responsible for implementing the Domestic Customer Care strategy to efficiently increase service levels, sales and profit for the E-Commerce Division through management, training and development of Customer Service Personnel. Additional responsibilities include ensuring a collaborative relationship with the Marketing, IT, and Warehouse Management Teams to identify synergies between these teams that will allow resolution of customer service issues, thus limiting functional escalation and improving the overall customer experience.

Substitute Teacher

Ferguson Florissant School District, Florissant Missouri 1/1/2007 – 8/7/2007

In the absence of a regular classroom teacher simplified subject matter required for scheduled lessons providing meaningful instruction in assigned classrooms.

Sales Agent/Owner

American Family Insurance, Florissant, Missouri 10/1/2005 – 12/30/2006

Sold life, property, casualty, health, automotive, homeowners, renters and other types of insurance products to a target market.

Supervisor, Customer Care

GMAC Insurance Company, St. Louis, Missouri 11/30/1992 – 9/30/2005

Responsible for the operational support of 18 – 34 Call Center Agents in a 160 seat call center, averaging in excess of 60,000 calls monthly. Managed to answering 80% of calls in 20 seconds through scheduling and proper forecasting. Duties include the management of service levels, customer service goals, quality assurance and call center productivity. Also responsible for the support of 48 state customer client base ensuring that all State and Department of Insurance laws and regulations are adhered to.

Key accomplishments while at GMAC:

Customer Service Agent

Claims Representative

Underwriter

Sr Customer Service Agent

Supervisor

TECHNOLOGY SKILLS

Skills include Workday, Ultipro, Taleo, PeopleSoft, Total View, Qfiniti, Avaya, Nice, Witness, Aware, Microsoft Office Suite, Trello, Box, Service Now, Zoom Room, Saba, and Workplace by Facebook.

PROFESSIONAL MEMBERSHIPS

National Human Resources Association (NHRA)

Society for Human Resource Management (SHRM)

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