Human Resources Employee Relations

Amber St. Clair Kilgannon

San Antonio, TX ***** • **************@*****.*** • 210-***-****

Dedicated and results-driven professional with a proven track record in customer support, technical troubleshooting, and team leadership. Skilled in navigating complex issues, fostering positive customer experiences, and driving operational efficiency. Proven ability to manage multiple priorities, adapt to changing environments, and collaborate effectively with cross-functional teams. Seeking a challenging role to leverage my expertise and contribute to organizational success.

•Operational & Project Management

•Investigative & De-escalation Skills

•Analytical Skills & Detail Oriented

•Regulatory Compliance Statutes

•Troubleshooting/Problem Solving

•SOP Creation & Implementation

•Customer Service & Management

•Active Listening & Compassionate

•Coaching/Mentoring/Leadership

Career Experience

Best Buy Health (formerly Great Call)- San Antonio, TX 2020-present

Health Response Supervisor/Manager Hybrid

Successfully managed HR initiatives, including hiring, onboarding, and performance management.

Objective -Oriented in leveraging advanced skills in Workday reporting and data analysis to streamline HR processes, generate actionable insights, and support strategic decision-making.

To provide comprehensive HR support by assisting with data gathering, recordkeeping, and employee relations activities, including unemployment claims, post-hire interviews, stay interviews, and exit interviews.

Supervised a team of 14 remote agents, ensuring high-quality customer service and operational efficiency.

Implemented new tools and processes to streamline operations and improve productivity.

Provided coaching, mentoring, and training to team members to enhance their skills and performance.

To improve organizational performance by leveraging SurveyMonkey to conduct pulse surveys and facilitate focus groups, gathering valuable employee feedback and insights.

Created Dashboards and for KPI metrics that was filtered to leadership.

Provided all life cycle management of employee’s accommodations and leave process, recertifications and reviews for decision making.

GENOVA DIAGNOSTICS – Asheville, NC 2008 – 2020

Specialty Service Manager Remote

Provided and fostered a positive and inclusive work culture by supporting the implementation and administration of a global recognition program that celebrates individual and team achievements in our Town Hall and Gold STAR nomination programs.

Provide comprehensive HR administrative support by accurately tracking, entering, and reporting on key employee relations and culture data, ensuring data integrity and compliance with HR policies and procedures.

enhance employee engagement and satisfaction by collaborating with cross-functional teams to implement and manage effective employee experience programs, including exit surveys, employee engagement surveys, and global recognition initiatives.

Provide comprehensive HR administrative support by efficiently processing and managing documentation related to investigations, accommodations, leave management, and training programs.

Developed and implemented comprehensive training programs to enhance employee skills and knowledge.

Collaborated with cross-functional teams to resolve complex customer issues and improve overall customer satisfaction both internal and externally.

Led, developed, and empowered up to 30-50 remote functional personnel. Developed and integrated onboarding and training procedures.

Utilizes the Employee Assistance Program and grows a host of resources to assist employees in times of

crisis or need.

Created training documents on WordPress based website and Learning Management System (LMS), Excel spreadsheets, and training videos on YouTube.

To enhance organizational effectiveness by partnering with business leaders to conduct pulse surveys via Survey Monkey and facilitate focus groups, gathering valuable employee feedback to inform strategic decisions.

Additional Experience

Billing/Claims Representative, Mission Hospital (Liability Claims) – Asheville, NC

Customer Service Representative, ERx Network (Pharmacy Claims)– Asheville, NC

Supervisor – Florida Division, Compex Legal Services – Ashville, NC

Customer Service Representative – Front Desk, Charter Communications – Asheville, NC

Education & Credentials

Bachelor of Science in Human Resources, WGU

Associates of Applied Science in Office Finance, Asheville-Buncombe Technical Community College

Associates of Applied Science in Office Administration, Asheville-Buncombe Technical Community College

Associated of Applied Science in Medical Office Administration, Asheville-Buncombe Technical Community College

Certification Highlights

Leadership, Project Management, CompTIA Networking+ - Houston Community College

Lean/ Six Sigma Green Belt Certification HIPPA Laws, State Regulations & Statutes Compliance & Risk

Strengths-Based Leadership Certification Customer Service & Collection Team Process Training Texas Notary Certified CPR Instructed Certified CSA Certification HR Certification’s (Gov)

Technical Proficiencies

MS Office Suite JIRA Salesforce Genysis Cloud Main Frame (Health Quest) Google Suite Microsoft Teams/Slack Learning Systems (LSM) Excel Zoom Workday

Honors & Awards

National Engaged Leader Award

National Society of Leadership & Success

Society for Collegiate Leadership & Achievement

Honor Society Member

Sherlock Holmes Award 2017

Highest Gold Star Award 2018

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