Alicia West,

MBA

Fishers, Indiana

317-***-****

ad1sry@r.postjobfree.com

PROFESSIONAL SKILLS AND COMPETENCIES

Conflict Resolution

Recruiting

Project Management

Coaching

Analytical Capabilities

Critical Thinking

HR Strategy Creation and Execution

Active Listening

FUNCTIONAL AREAS

Recruiting and Staffing

Employee Benefits

Human Resources Compliance

Human Resource Information and Payroll

Employee Training and Development

EDUCATION AND CERTIFICATION

Master of Business Administration, Concentration in Human Resources

Indiana Wesleyan University, 2011

Bachelor of Science in Business Administration

Indiana Wesleyan University, 2008

Human Resource Professional

METHODICAL TEAM ORIENTED BUSINESS FOCUSED

PROFESSIONAL SUMMARY

Experienced and results-oriented HR professional with over two decades of diverse experience. A natural leader with exceptional communication, coaching, and process improvement skills. A Master of Business Administration in Human Resources and a Bachelor of Science in Business Administration, coupled with a comprehensive HR background, including roles in technical project analysis and program management. Seeking to apply expertise in providing solution driven initiatives and human resource processes.

EXPERIENCE

PULTEGROUP — Indianapolis, IN

New Home Sales Consultant, 2023 – Present

oProven track record of converting leads and prospects into satisfied customers, consistently achieving and exceeding CSMS goals.

oGenerate substantial leads through customer referrals and strategic partnerships with core realtor groups.

oConduct comprehensive prospect interviews, deliver compelling presentations to model visitors and showcase community amenities.

oFacilitate prospective buyer appointments with design center, mortgage, inspection, and settlement departments ensuring a seamless sales process.

Key Deliverables

oSuccessfully converted at least 75% of comprehensive prospect interviews into scheduled model visits.

oAchieved a lead conversion rate of at least 20%, exceeding the industry average.

ANTHEM INC — Indianapolis, IN

Associate Relations Consultant, 2018 – 2023

oServed as a strategic partner with leadership providing guidance on policy and procedure, employment law and coordination across HR functions.

oInitiated investigations and provided guidance regarding disciplinary action, working conditions, harassment, problem resolution, and employee complaints.

oProvided Associate Relations advice, consultation and guidance by interpreting and applying policy, while evaluating risk.

oProvided coaching to associates and managers on conflict resolution, communication, and other related Associate Relation issues.

oProvided advisory and consulting services to management concerning the development of leadership and supervisory/managerial training initiatives.

oAnalyzed programs for effectiveness and proposes changes to meet the needs.

oCoordinated a full range of program management duties including project plan development, budget monitoring, assessment, and marketing.

oCollaborated with subject matter experts (SME's) and instructional design specialists to develop or acquire via contract engaging, effective and meaningful course content.

oServed as the subject matter expert on Mentoring, analyzing, developing, and implementing program improvements to best meet needs.

Key Deliverables

oConducted bi-annual surveys to assess the effectiveness of coaching sessions, achieving an 80% positive feedback rate.

oCompleted program management duties within budget, achieving a 95% budget adherence rate.

oReduced disciplinary actions related to non-compliance by 15% through proactive guidance and training.

HR SOLUTIONS – PROCESS IMPROVEMENT COORDINATOR, 2015 - 2018

oFacilitated change management, engagement, coaching, and advising of stakeholders by coaching benefits teams.

oLed the RetroBen process improvement initiative for the Associate Resource Call center, Benefits, Payroll, and Anthem associates’ departments.

oFormulated partnerships across the HR function to deliver value added, service to management and employees that reflects the business objectives of the organization.

oDesigned and implemented training and development curriculums, conducted new hire orientation, planned professional development training, and developed project-specific training.

oProvided training and support for associates and leaders for successful business operations.

Key Deliverables

oImproved performance, increasing the operating efficiency of the process by 25%.

oDecreased administrative and processing efforts by 65%, reduced escalated calls and emails by 25% and improved automated processes.

TECHNICAL PROJECT ANALYST, 2013 – 2015

oProvided analysis and data to support HR operational performance to meet business requirements by recommending processes and workflow changes to improve efficiency, reviewing metrics to evaluate status quo, auditing system data and processes to ensure data continuity, process control, and supporting continuous improvement projects.

oImplemented the Work Intake Process, designed to accept all business work requests, resulting in increased throughput and completion of system defects and enhancements within the system.

oManaged onboarding and training for newly hired Project Managers and Department Associates while mentoring and evaluating performance for Project Administrators, to improve departmental performance.

Key Deliverables

oTracked the average time from work request submission to completion. Achieved aa 25% reduction.

oAchieved a 90% satisfaction rate among newly hired Project Managers and Department Associates regarding the onboarding and training process.

oMonitored the time taken for new hires to reach full productivity. Achieved a 15% reduction.

PROJECT ADMINISTRATOR, 2010 – 2013

oProvided project management and administrative support for the organization.

oEnsured that projects, tasks and activities were completed in accordance with project plans and direction.

oIdentifies training needs for business units and individual executive coaching needs.

oImplemented strategic plans and facilitated support of effective functioning of business initiatives.

oOversaw project scheduling, budgeting, and administrative tasks while assisting in statistical analysis and studies to develop and track metrics.

oConducted weekly meetings with respective business units.

oProvided guidance and input on business unit restructures, workforce planning and succession planning.

oIdentified training needs for business units and individual executive coaching needs.

oAnalyzes trends and metrics in partnership with the HR group to develop solutions, programs, and policies.

oWorked closely with managers to develop Performance Improvement Plans for underperforming staff.

Key Deliverables

oMeasured the efficiency of administrative support by tracking the time taken to complete routine tasks, aiming for a 15% reduction

oEvaluated the impact of strategic plans on business performance, aiming for a 10% improvement in key performance indicators.

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