CAREER OVERVIEW

Experienced Administrative Support/Customer Service Professional with outstanding office, human resources, customer/client care, decision-making, management, and problem-solving skills.

PROFESSIONAL SKILLS

Information Technology 8 - 18 years

Expertise in MS Office, data management. Superior spelling, proofreading, auditing, editing, document composition skills; advanced knowledge of rules of grammar; read 400+ words per minute; type 60+wpm accurately, data entry 8,000 keystrokes/hour accurately. Experience with SAP, Kronos. Advanced skills in MS Windows, expert skills in Excel including pivot tables, vlookups, hlookups, functions and formulas. Compile, analyze, audit, and distribute payroll/benefits/other data reports to identify, address and resolve deficiencies. Experience in Internet navigation, research, and communications; desktop publishing; website development, design and publication. Experience in SAP/HRIS construction and compilation of bi-weekly, monthly, quarterly, annual and ad hoc ABAP Human Resources metrics reports with data analysis and talking points. Ability to convert data between platforms, e.g., UNIX to Excel. Ability to utilize compiled data to create comprehensive, interactive tables, graphs, charts, and presentations. Knowledge of Access, SAS, Minitab and Crystal reports. Ability to troubleshoot and resolve software and hardware local and remote issues.

Customer Service/Interpersonal Relations 8 - 24 years

Greet and interview clients/customers/employees to investigate, resolve complaints and issues; counsel customers/clients/ employees, provide written/verbal communication and documentation at every level from customer/client/employee to corporate/legal/clinical officials. Develop, implement, administer and monitor client/customer/employee action plans. Develop and maintain working relationships with community resources agencies, both profit and non-profit; maintain database/spreadsheet of contacts. Crisis intervention and resolution; referral and follow-up; supervision and oversight of residential mental health services consumers, substance abuse clients, and victims of family violence.

Human Resources 16 years

Compensation analysis including job analysis; development of functional job descriptions for new and existing positions; workflow process and procedure analysis, documentation, revision and implementation; recruiting, interviewing, testing, supervisory functions including orientation/on-boarding, performance evaluation, benefits administration, personnel actions, resolution of payroll issues, OSHA documentation, workers’ compensation; market research, construction and implementation of pay ranges and pay grades, cost analysis, definition of hiring criteria; development and validation of employment test instruments. Compile, analyze, audit, and distribute workforce data reports to identify, address and resolve Title VII deficiencies; alternative dispute resolution (mediation); development, implementation and regulation of Affirmative Action plans.

EMPLOYMENT HISTORY

M & M Bail Bond Company, Memphis, TN Mar 11 – Mar 19

Bail Bond Posting Agent/Overnight Office Coordinator

Omni Staffing, Memphis, TN (Temporary employment assignments) July 10 – Dec 10

Field Technician (Computer Technical Support): Memphis City Schools Nov 10 – Dec 10

Call Center Representative I (Computer Technical Support): Memphis City Schools July 10 – Sept 10

Methodist Le Bonheur Healthcare, Memphis, TN July 00 - July 08

HRIS Reporting Analyst: Corporate Human Resources-Associate Services-HRIS Aug 04 - July 08

Compensation Analyst: Corporate Human Resources-Compensation July 00 - Aug 04

Temporary Talent, Memphis, TN Aug 99 - July 00

Temporary Admin Support Assignments: Executive/Administrative Assistant: FEASI, Inc.; Earthquake Consortium

State of Arkansas Department of Human Services, Little Rock, AR June 87 - Apr 99

Program Coordinator: Office of Administrative Services-Office of Equal Opportunity May 98 - Apr 99

Assistant Personnel Manager: Office of Administrative Services-Office of Human Resources May 96 - May 98

Test Technician: Office of Administrative Services-Office of Human Resources May 94 - May 96

Family Services Worker – Intake Specialist: Div. of Children and Family Services April 94 – May 94

Family Services Worker – Child Sexual Abuse Investigator: Div. of Children and Family Services Aug 93 – April 94

Admissions Interviewer: Div. of Mental Health Services Arkansas State Hospital June 87 – Aug 93

Little Rock Community Mental Health Center/PCA/BirchTree Communities, Little Rock, AR Oct 88 - Apr 99

Emergency Line Supervisor/Chemical Dependency Specialist

SPECIAL ACCOMPLISHMENTS

• Developed job slotting and hiring criteria instrument for Methodist Le Bonheur Healthcare Compensation Department resulting in $40,000 annual savings to department.

• Created, published, distributed all brochures, agendas, handouts, name tags for Memphis-area WTSHHRA conferences and seminars.

• Designed, published, maintained website for West Tennessee Society for Healthcare Human Resources Administration (WTSHHRA).

• Developed, designed, published premier website for Methodist Le Bonheur Healthcare Corporate Compensation.

• Developed, designed and produced brochure to introduce mediation program to DHS employees statewide.

• Developed, designed, implemented Arkansas DHS Office of Human Resources Reception area floor plan and task flow resulting in 200% improvement in employment application ‘turnaround’ time and improved quality control.

• Redesigned DHS Human Resources job vacancy advertising materials to enhance clarity and visual appeal and reduce production costs.

• Researched, developed, wrote and implemented Mental Health Emergency Line protocol and procedures (according to annotated Arkansas Codes §20-47-101 through §20-47-508) that became statewide standards for Arkansas’ 13 Single-Point-of-Entry mental health facilities.

• Developed, wrote, distributed training materials and facilitated group training for Mental Health employees’ information systems.

• Implemented workflow changes in Admissions Office of Arkansas State Hospital resulting in improved patient security and staff safety and decreased admission processing times.

• Published author, “Blood Relatives”, Indie Gypsy Publishing, October 2014.

EDUCATION

Graduate School of Psychology, University of Arkansas at Little Rock, Little Rock, AR June 92 - Jan 94

Master of Arts, Applied Psychology, magna cum laude

University of Arkansas at Little Rock, Little Rock, AR Aug 89 - May 92

Bachelor of Arts, Psychology/Human Resources, cum laude

HONORS/AWARDS

• Marie Wilson Howell Outstanding Psychology Student Award

• Who's Who in American Colleges and Universities

• Phi Kappa Phi (National Scholastic Honor Society)

• Rotary Club #99 Scholastic Achievement Award

• Scholars of America

• National Dean's List

• UALR College of Arts, Humanities, and Social Sciences Dean's Honor Roll

SPECIAL SKILLS

• Ability to develop and maintain positive internal and external working relationships.

• Excellent customer service/interviewing skills.

• Superior spelling, proofreading, editing, document composition skills; advanced knowledge of rules of grammar; read 400+ words per minute.

• Extensive vocabulary, excellent grasp of syntax and lexicon.

• Type 60 wpm; accurate data entry skills.

• Excellent attention to detail.

• Computer graphics/desktop publishing experience.

• Ability to troubleshoot and resolve computer software and hardware issues.

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