Customer Service Call Center
Resume:
In a nutshell. . .
I am a passionate servant leader who has over 25 years in human resources. I began my career in benefits and later added employee relations, learning and development, performance management, technology, recruitment, and compliance to my repertoire. I have been intricately involved in creating and sustaining a people centric culture, which earned Fortune’s Great Place to Work Award over ten years in a row!
In addition to my functional knowledge, I am well versed and skilled in Organization Development, Change Management, and Project Management, which have all served as a strong foundation for getting things accomplished and creating success.
My beliefs . . .
I believe that mutual trust between employees and leaders is the single most essential element for success.
I am a committed leader. I believe that my most important responsibility is helping people succeed in their own careers by providing coaching, guidance, and opportunity for development.
Engagement is everyone’s responsibility. An organization has an obligation to continuously evaluate and provide the best environment possible to its employees. Employees have a responsibility to provide feedback, help implement and sustain change.
I solve problems. I enjoy bringing people together to find solutions and to make the change needed for success.
I am a lifetime learner. In the last five years, I passed the SPHR test and obtained my master’s in organization development and change management while earning a promotion to Vice President.
Education
Masters, Professional Studies
Organization Development and Change Management
Penn State University
Graduated: May 8, 2020
Bachelors, Behavior Health
Health, Society and Policy
University of Utah
Graduated: May 4, 2015
Work Experience
Vice President, Organizational Development
Clarus Corporation
January 4, 2021 - Current
Responsible for the oversight of organizational development for the companies held by Clarus Corporation including iconic brands such as Black Diamond, Rhino Rack, Sierra Bullets, and many others. I strive to support each company’s HR professionals by recommending and implementing programs and tools to lay a people centric foundation that promotes talent acquisition and retention, including Learning and Development.
Work closely with each company’s executive leadership team to hire strong candidates for executive and senior level positions. Currently, my primary focus is employment consultation, recruitment, onboarding, performance and development, and rewards and recognition.
Vice President, Talent Management (human resources)
CHG Healthcare – Salt Lake City, Utah
October 2017 to October 2020
CHG Healthcare is a healthcare provider global staffing company. Doctors, nurses, and allied healthcare providers are recruited and matched with healthcare systems to provide healthcare services to communities in need. While working at CHG Healthcare, I worked for the Talent Management division, which supports typical HR functions and cultural initiatives. During this fourteen-year tenure, I led the people and the strategic design of the following teams: Wellness, Benefits, Onsite Clinics, Employee Relations, HR Technology, Performance Management, HR compliance, and Learning and Development (including Onboarding, Foundation Training, Employee Development and Leader Development). My span of control ranged from 12 to 26 employees when leading various teams.
Cultural Work
Revised leadership 360 process and questionnaire to include better questions aligned with core values and mission. Reviewed and revised questions and then launched and responded to annual employee survey to gain insight on company cultural trends at a company, divisional, team leader and employee level. Participated in roll out of company-wide recognition tool. Provided feedback and core values, mission statement, and supporting behaviors. Participated in Employee Network Groups to build relationships between coworkers. Created the “Employee Compassion Fund”, which is a 501(c)3 internal charity.
Diversity and Inclusion
Guided and delivered diversity and inclusion short and long-term plan to senior leadership. Participated in perspective gathering with colleagues from diverse backgrounds in response to Black Lives Matter movement.
Acquisitions
Served as the senior HR liaison for two company acquisitions. Migrated new employees to CHG’s HR and payroll systems, benefits, talent acquisition, compensation, learning and development and cultural opportunities.
Long-term Benefits Strategy
Bended the curve in health insurance by designing a long-term and evolving benefits strategy that ensures value while being both cost efficient and sustainable. The traditional health insurance plan was deconstructed to allow the purchase of services
a la carte to save money while providing a concierge customer service experience. This incudes cost saving programs such as onsite health, specialty drug acquisition services, and telehealth. Saved over 2.5M annually in drug acquisition and saved over 1M annual by using telehealth even prior to COVID. Achieved less than a 2% five-year CAGR for one health plan and less than a 5% CAGR for the other plan, which is far less than the industry average of 6-7%.
Performance Management and Development
Facilitated group effort to evaluate and establish company-wide performance and development methodology as, “People Driven and Leader Guided.” Revised performance management and employee development to include the Korn Ferry competency set. Revamped unpopular and cumbersome tool in Success Factors and rolled out new development plan process for the entire company. Created and deployed online tools, executed a communicate and change management strategy, and facilitated leader and employee training.
L&D Multi-divisional Alignment
Conducted an Organization Development Intervention by utilizing Appreciative Inquiry to help the cross organizational L&D teams evaluate strength differentiated. Worked closely with L&D leaders across the organization to develop a 3-year strategy and gain alignment across competing and redundant efforts.
Team Member Development
Met regularly with leaders and non-leaders to provide feedback, coaching and stretch opportunities to help team members increase perspective, gain knowledge, improve skill and ultimately to advance.
Communication Design and Development
Constructed a process and working relationship with corporate communications to communicate services available through Talent Management including benefits, wellness, employee relations and learning and development. Including serving as the senior leader representing HR services for the intranet re-design.
Onsite Healthcare and Clinics
Researched, evaluated, and influenced executive leadership to implement onsite health solutions for our employees in seven separate locations. The solution provided an ROI of 1: 1.5 and considered an invaluable employee benefit and cultural initiative. This -solution provides no cost, high-quality and convenient preventive and acute healthcare to employees and their families.
Talent Management Budget
Built and justified the budget while making modifications based on company-wide required reductions. Each month I met with the finance team to discuss incurred expenses, open positions, and forecast for the remainder of the year. Budget goals met all three years.
Team Building
Prepared divisional and senior leadership presentations including leadership and divisional wide employee summits. Prepared and presented monthly divisional meetings, participated on senior leadership “Ask Us Anything” panel, conducted regular check-ins with vertical and cross organizational 1:1s. Prepared and delivered development plans utilizing development methodology.
HR Compliance
Knowledgeable and responsible for employment and benefit law compliance including the following: ACA, HIPAA, COBRA, ERISA, FLSA, Affirmative Action, FMLA, ADA, Worker’s Compensation law, OSHA, mandated sick leave, and others.
Employment
Experienced and proficient in responding to EEOC claims, harassment claims, civil employment claims and other escalated employment issues. Created critical incident procedures in the event of a death of an employee or family member, arrest, or other media occurrence.
Director, Talent Management (human resources)
CHG Healthcare – Salt Lake City, Utah
October 2012 to October 2017
Once promoted to director, responsibilities grew to include Corporate Learning and Development, HR technology, and compliance teams in addition to benefits and wellness. My responsibilities increased to include:
Performance Management
Employee Onboarding and Offboarding
Leader Development
Fast-track Executive Development
Mentorship Program
LMS System
360s
Service Report Cards
Responsible for Leave of Absence Program including Maternity and Paternity Leave, FMLA Leaves, Bereavement Leaves, Military Leaves, Personal Leaves, and ADA Accommodations.
Manager, Benefits and Wellness
CHG Healthcare – Salt Lake City, Utah
October 2006 to October 2012
When initially hired by CHG Healthcare, responsibilities included the service and strategy of the benefits and wellness teams, including:
Health Plan Renewal and Administration
Including customer service, system integration, carrier selection and negation for two separate benefit plans offered to two different groups of employees. Plans included medical, dental, vision, life and AD&D, short-term disability, long-term disability. Introduced telehealth, specialty drug acquisition program and incentivized wellness program.
401k Compliance and Administration
Created an RFP and identified a financial advisor. Facilitated the employee 401k committee using agreed upon by laws. Responsible for audits, non-discrimination testing and 5500 filing. Increased the 401k match twice and suspended it during COVID-19 outbreak.
Worker’s Compensation and Safety Program
Responsible for worker’s compensation renewal, negotiations in bidding process and day-to-day administration including claim entry and tracking. Implemented a safety program and reported losses to executive finance team.
Health Insurance Account Manager
JI Companies (Third Party Administrator) – Austin, TX
January 2004 to September 2006
JI Companies provides third-party administration services for worker’s compensation, health insurance and liability. Notable responsibilities included:
Built and maintained positive, productive relationships with clients.
Supported over fifteen external clients providing issue resolution, consultation, and escalation point for plan participants.
Acted as a liaison for internal clients in customer service, claims, information technology, legal, technical services, and specially established healthcare funds.
Conducted monthly, quarterly, and yearly program analysis and review.
Managed implementation and other projects for new and existing clients, including the addition of new services, and the addition or replacement of vendors.
Collaborated with other members of the sales and marketing team for trade shows, special product roll outs, and other sales opportunities.
Consultant, Employee Benefits Outsourcing
Aon Consulting – Winston-Salem, NC
November 2001 to November 2003
While working at Aon Consulting, I was responsible for the outsourced benefit services of Aon Clients. This included the following work:
Worked with Fortune 500 companies such as Duke Energy, Alliant Energy, and AMR.
Accountable for all post-implementation services and projects.
Responsible for overall client satisfaction.
Maintained over three million dollars’ worth of revenue.
Coordinated work for administrative team.
In charge of Annual Enrollment coordination and delivery.
Mentored team members for company advancement.
Participated in implementation improvement initiative.
Advised client and internal teams of alternative solutions
Provided extensive knowledge of benefit outsourcing component.
Implementation Project Manager
ADP – Salt Lake City, UT
June 1996 to November 2001
At ADP, I worked extensively with over 20 Fortune 100 companies to implement outsourcing solutions for health and welfare administration. Companies included FedEx, Coca-Cola, Bank of America, McDermott, BP, and others.
Coordinated the work of over fifty employees in both direct and indirect reporting relationships.
Managed external and internal teams while establishing scope and developing contracts. Helped the client and internal team determine the engagement objectives while assessing risk and mitigating risk. Responsible for managing integration, change control, project sizing and estimation, as well as cost and quality management.
Managed customer service call center for Bank of America outsourced benefits administration, which included twenty FTEs and sixty during annual enrollment.
Skills
Organization Development
Project Management
Human Resources
Performance Management
Worker’s Compensation
Change Management
Quality Management
Strategic Planning
Benefit Administration
Compliance
Strategic Planning
Awards
#19 of the 43 Healthiest Companies to Work for by Great List.com in 2012.
Select Health Wellness Award 2012, 2013, 2014, 2015, 2016, and 2017.
The Health Worksite Award through Utah Health Promotion for four consecutive years, most recently as Platinum.
CHG has earned a place on the Fortune’s Great Place to Work list for over 10 years.
The CHG benefit packages was ranked the sixth most important retention tool by CHG employees in the 2015 survey. Onsite clinics ranked 10th.
Training Magazine’s Top 125 Training Companies for five consecutive years to become a lifelong recipient.
Community Service
Coordinate and participated in various Ronald McDonald events including car wash for parents and preparing food for families staying at the house.
Wrote letters to veterans.
Made and gave blankets to the Veterans Hospital.
Participated in after school program at Title 1 schools.
Donated to company charities for both employees and communities.
Orchestrated health screening resources and checked in patients at the Midvale Community Health Fair.
Set up 501(c)3 for internal tax-deductible giving.
Nicole Thurman
8605 South Mount Majestic Road
Sandy, Utah 84093
**************@*****.***
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