Quality Assurance Human Resources

KATHRYN TEWKSBURY

**********@*****.*** 830-***-**** Bulverde, TX 78163

LinkedIn: https://www.linkedin.com/in/kathryn-katie-tewksbury-75bb6744/ Human Resources Manager

Experienced HR manager with 20+ years of achieving strong results and improving business practices. Strong organizational skills with the ability to lead cross-functional teams to deliver results. Skilled and passionate in finding creative solutions to problems, developing relationships with clients, and managing projects. Proactive problem solver able to research and learn new processes without direction. Adept at implementing and managing quality assurance processes to ensure compliance with policies and mitigate risks. Skilled at delivering quality service to diverse customers and managing multiple programs and processes to ensure client satisfaction. Strong oral and written communication skills with the ability to interact effectively with all levels of management. Driven to produce above standard work while aligning corporate goals with stakeholder interests, resulting in long-term stability and growth.

Skills

• Leadership

• Talent Management

• Negotiation

• Time Management

• Conflict Resolution

• Risk Management

• Data Analytics

• Legal Review

• Critical Thinking

• Communications

• Mentoring

• Coaching

• Quality Assurance

• Process Improvement

• Compliance

Professional Experience

Senior Escrow Project Manager (Hill Country Titles, Inc., Fredericksburg, TX) (current employer) Provides intermediary and third-party services for $1B title insurance company and multiple agencies governing real estate transactions. Leads office operations while also implementing quality assurance and first-level reviews to ensure business processes are aligned with legal guidelines and company policies. Conducts fiduciary review of business agreements. Monitors project status and enforces legal instructions with established accounts to manage funds. Manages risks through proactive monitoring and applies process improvement strategies for greater efficiency.

• Leads office operations overseeing utilization of Microsoft applications and client focused software. Establishes working relationships with multiple parties providing quality assurance of mathematical calculations and helping others understand complex legal and insurance issues.

• Organizes escrow accounts and oversees processes from contract generation to closing table finalization. Handles 70% of business’s transactions, the most of 3 other teams. Licensed escrow office responsible for managing 100% of companies multi-million-dollar accounts. Coordinates with 8 different organizations and earned the highest on-time completion rate for projects. Implemented quality assurance processes, performing regular reviews and monitoring transactional activity to ensure compliance with policies and mitigate risks

• Overcame organizations outdated documenting procedures to create action-based products for process and account tracking. Managed the measurement, analysis, and review of processes, pulling reports to support decision-making for management and internal stakeholders. Reorganization of materials led to the ability to expand account volume 10%. Aiding to the increased gross revenue for the past 7 years in a row, outpacing the industry standard and helping Hill Country Titles become the largest grossing title company in the Texas Hill Country. Senior Escrow Officer (Zillow Closing Services, Plano, TX) Led division’s daily operations for the largest real estate website in the United States. Managed and directed legal counsel with clients contributing to $8.1B in annual revenue. Oversaw compliance and legal review processes for real estate transactions, ensuring documentation and processes adhered to relevant regulations. Provided local law regulation interpretation impacting sales of real estate transactions. Led team in reviewing and processing contracts, documents and other necessary paperwork for accuracy and timeliness of nearly 68 million monthly online visitors. Collaborated with multiple external and internal agencies and departments throughout the enterprise to ensure project completion.

• Managed 50 client accounts, highest on 7-member team. Utilized key trend analysis to determine root cause of untimely project delays. Directed quality assurance initiatives that enhanced service delivery and compliance. Redesigned process conditions, developed training and implemented with team. New process reduced project delays 27% and increased productivity, resulting in sales increase of $500K per quarter.

• Realigned team processes with organizational priorities and goals. Improved customer service response ratings by creating new communications guidelines. Increased positive call center response to 90%, best in 14 months. Efforts led to promotion in under 5 months, 58% faster than peer average.

Human Resources Manager (Fredericksburg Home Care) Selected as new business’s first employee. Initial Human Resources Manager charged with opening In-Home quality care business. Created HR and administrative foundation for unique organization providing compassionate quality of life concerns for senior care. Developed and implemented HR policies and procedures for a new in-home care business, driving long-term growth and compliance with state regulations. Created a foundation for the company’s recruitment, onboarding, and retention processes. Managed schedules, accounts receivable and operating budget for enterprise’s $1M annual revenue.

• Secured business licensing with the State of Texas resulting in area’s first ever home-care service providing support for those with stress, anxiety, confusion and other health related concerns impacting 12K residents. Authored, developed and implemented employee manuals and regulations. Grew employees from 2 to 25 in less than 6 months.

• Identified marketing needs and outsourced products to create strategic gains in client base. Applied quality assurance processes to maintain high standards of service for clients, reducing risk and improving care outcomes. Utilized health fairs, visits and presentations to increase interest and attract new business. Revenue increased 7-fold in first year. Benefits Manager (The May Department Stores Co.)

Led organization’s retirement benefits division for the East Coast operations of a $14B retail giant. Oversaw personnel accounts administering to 29K employees. Managed HR team to conduct benefits seminars, on-boarding sessions and exit interviews. Prepared and distributed benefit reports and briefed executive leadership on proposed policy and procedure updates. Responsible for coaching benefits team and resolving policy and procedure interpretation questions and concerns.

• Counseled and mentored employees on retirement benefits and managed potential benefits payouts of up to $13M. Identified gap in employer provided benefits for personnel. Created information fairs and employee engagement events to ensure legal compliance and increase employer branding and employee value proposition. Exit interview positivity increased 19%.

• Created an onboarding process team and initiated annual benefits renewal information programs. Requests for employee inquiries increased by 15%. Addressed outdated correspondence procedures and improved death benefit and beneficiary documentation accuracy. Efforts resulted in decreasing payment delays and cutting average payout time by 27 days.

Military Spouse (9 states, 10 cities)

Managed numerous relocations, household logistics and maintained family stability for 23 years and 2 deployments. Leveraged strong organizational and interpersonal skills to navigate complex life changes while supporting a military career. Proactively built networks and reestablished career and community involvement at each new location.

• Secured planning, execution and coordination of relocation plans, government services and community engagement. Established networks and resources for educational, financial and medical support. Leading member of Officer Wives Club, Key Spouse and Commander’s Support groups.

• Cultivated emotional intelligence supporting multi-family members’ needs. Increased project management, problem solving and resiliency skillsets. Sacrificed career progression, personal aspirations and individual advancement for the successful support and execution of military and government objectives. Education and Training

Bachelor of Science, Business Administration 2012

University of Maryland University College, Adelphi, MD Associate of Arts, Human Resources Management 2010 University of Maryland University College, Adelphi, MD

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