Resources Manager Customer Service
Resume:
Kiko Liang, MSHRM, SHRM-CP ****.*********@*****.***
CORE COMPETENCIES AND KEY SKILLS
Talent Management Compliance Management Employee Relations
Succession Planning Talent Acquisition Event Planning
Performance Management
Engagement Strategy
Benefits/Compensation
Recognition Strategy
PROFESSIONAL EXPERIENCE
CAIPA MSO New York, NY September 2019-Present
Head of Human Resources
A strategic business partner to the C-Suite, and leaders who help align organizational structure and work processes that impact the business bottom line.
Coach leaders and strategize on ways to align teams with business goals and objectives.
Culture leader who helps achieve the Fortune 100 Best Place to Work recognition within three years of time.
Introduced the company's first formal performance review initiative, creating a flexible and well-received tool which is now integrated into the HRIS system.
Utilizes Artificial intelligence tools to recruit top talents.
Introduced Business Intelligence platform to help mitigate risk and find missed opportunities to create transparency.
Improve efficiency by eliminating manual processes and developing policies and procedures for compliance, benefits, communications, retention, background checks, staffing, and other needs to ensure the company worked at maximum potential.
Initiates engagement and recognition strategies to improve organization effectiveness and productivity.
Roll out talent assessment and succession strategies to help the organization plan for future vacancies and retain top talents.
Review organization benefits and work with an insurance broker to find the best options that fit both the organization's budget and the needs of the employees. Ithaca College New York, NY December 2021-Present Customer Experience Advisory Board Member
Work collaboratively with other advisory board members to improve course layout.
Assess the labor market demand for program graduates by collaborating and creating real scenario case studies
to ensure graduates are equipped with the skills required to thrive in the workforce.
Identify and present opportunities for improvement on current program and impact the course and experience
outcomes.
Attend mandatory board meetings as requested and review supporting materials. Northwell Health Manhasset, NY July 2018-Sept 2019 Interim Human Resources Business Partner
Supported over 700 team members through various disciplines within the hospital (Food & Nutrition, Environmental Services, Respiratory Therapy, Occupational Therapy, Physical Therapy, Lab, Patient Transport, Radiology, and Materials Operation).
Coached and advised leaders regarding talent management, succession planning and employee relation conversations.
Spearheaded the Engagement strategy for the hospital and met with leaders to discuss engagement results
(provided by PressGaney) and coach on next steps for opportunities.
Collaborate with the Compensation Strategy team to create a competitive salary for targeted healthcare providers by using Trend Analysis and survey data.
Event Planning for 5500 team members and Contract rate negotiation.
Managed the recognition work stream and come up strategy to boost engagement and morale for the hospital.
Handled Employee Relation issues and grievance process.
Developed a training program targeting front line leadership in dealing with Regulatory Agency audits such as JCAHO and Department of Health.
Key player in employee conflict issues and assisted leaders in mitigating issues in a timely manner. Northwell Health Manhasset, NY July 2016-July 2018 Human Resources Coordinator
Managed and created dashboards to analysis data for the Executive Human Capital Meetings, HR Scorecard, Injury trend analysis and Turnover rates.
Project managed the AHA/TB data on a monthly basis, partnering closely with leaders reaching 99.7% compliance for North Shore University Hospital (facility of 5000+ employees).
Provided accurate data related to LOA, Injuries and performance review metrics.
Audited employee files to ensure that it meets the DOH,JCAHO, and other contractors’ compliance regulations.
Reviewed and manage data related to disciplinary actions in an effort to identify top reasons for discipline.
Event Planning and Contract rate negotiation.
Leveraged partnership with HR Representative team for delivering Customer Service Excellence. Access Nursing Services, Inc. New York, NY July 2012 – July 2016 Human Resources Manager & Private Duty Recruiter
Recruited RNs, LPNs, and CNAs for open positions at some of New York’s most prestigious hospitals: Cornell, Columbia, Hospital of Special Surgery, Hospital of Joint Disease, Mount Sinai, NYU, and Lenox Hill – able to find tenured nurses for critical positions in record time: continuously excelled with a very low time to fill while maintaining a high level of retention.
Ensured that all candidates are compliant with hiring processes and paperwork before attending orientation.
Inspected medical reports for compliance prior to chart auditing, and make sure that the employee folders meet the DOH, MLTC, CHAP, JCAHO, and other contractors’ compliance regulations.
Developed protocols to maintain and manage all travel compliance files for Nurses – collected weekly time sheet and contacted each Nurse to verify any discrepancies to ensure a 100% compliance and accurate billing. Xincon Homecare Services, Inc. New York, NY March 2010 – December 2011 Human Resources Manager
Partnered with Managers and staffing units to coordinate staffing needs for the day – staffed nurses and home health aides in facilities based on both a good clinical, personal, and facility fit.
Spearheaded initiatives to improve employee morale, including small award ceremonies, birthday cards, and more office integration and communication.
Saved over 75% of recruiting costs through creative, strategic in-house efforts.
Reduced benefits costs by 15% annually through meticulous recordkeeping and ensuring that company did not pay for benefits for which employees were ineligible. EDUCATION
University of Southern California, Los Angeles, CA: 2020 Masters of Human Resources Management
GPA: 3.92
ADDITIONAL QUALIFICATIONS
TECHNICAL SKILLS
CERTIFICATIONS
LANGUAGES
INTEREST/SKILLS
Microsoft Office –Word, Excel, Powerpoint, Outlook, Paylocity, SmartBi, Peoplesoft, Taleo, Santrax, HCplus, HHA Exchange, Visatrax, Utopia, Knowledge
SHRM-CP
Cantonese and Mandarin
Painting, Poetry writing, Reading, Karaoke and Paddleball References: Available Upon Request
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