Customer Service La Crosse
Resume:
Annette Yoshizumi
La Crosse, WI 54601
608-***-**** ***********@*****.***
Highly effective manager and motivator with exceptional relationship building and customer service skills.
Experience
• Developed and conducted Leadership training for Supervisors and new Managers
• Communicated changes to policies and processes
• Successfully Recruited and Contracted providers
• Works with and understands RHRP, VACCN, VBA, WTC and Railroad Contracts
• Actively negotiated provider contract and fees which aligned with provider needs and LHI objectives
• Educated providers on fee structure, processes, Portal, workflows, training and contracts
• Initiate appropriate credentialing processes and workflows
• Assess and resolved specific provider concerns, developed and implemented solutions which were beneficial for the provider and LHI
• Provided accurate information
• Answer incoming phone calls from customers and identify their needs and the type of assistance required
• Worked with Medicare plans on the customer and business side
• Ask appropriate questions, actively listen to identify specific questions or issues while documenting required information
• Contact care providers to assist with scheduling appointments and provide assistance when required
• Assists with navigating websites while encouraging self-sufficiency
• Research complex issues and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
• Managed high volume recruiting for hourly employees
• Managed and directed all HR functions and processes
• Facilitated the new Supervisor orientation programs
• Maintained compliance with federal and state regulations concerning employment
• Administered policies, plans and programs for all associates
• Assisted in the development of HR policies and procedures
• Provided HR policy guidance and interpretation to management associates
• Managed compensation and benefits administration
• Provided guidance to managers for associate counseling and disciplinary action
• Investigated and helped to resolve associate-related concerns and issues
• Handled associate relations counseling and exit interviewing
• Partnered with Management team in creating and implementing approaches to achieve high levels of associate engagement and retention
• Established and managed employee Performance Development Plan programs
• Developed weekly, monthly, quarterly and annual HR staffing reports
• Analyzed HR metrics and trends to develop resolutions, policies and programs
• Managed timelines, milestones and internal details to ensure timely provision of all deliverables.
• Maintained professional and technical knowledge by tracking emerging trends in human resources management and by attending training and other developmental opportunities
• Demonstrates core and growth values in performance of all job functions
• Unemployment response and representation
• Planned and facilitated Employee Appreciation and Motivation events
• Responsible for tracking FMLA, STD and attendance
• Labor relations, grievance resolution and contract negotiation
• Safety and OSHA Program (reporting, recording, training, inspection)
• Managed Workers Compensation
• Safety Committee Chair
• Processed Payroll for over 300 employees weekly
• Managed and scheduled 100+ home health care workers
• Maintained high level of Customer Service in all positions Successes
• Recruited over 8000 applicants
• Hired 2885 hourly positions for 3 locations
• Measured hiring decisions helped to reduce turnover in Distribution Center by 30%
• Implemented Workday and Kronos without interruption to business activity
• Received 32 Bravo! Recognitions from Managers, Supervisors and Peers
• Re-wrote and successfully negotiated new Labor contract, ratified on 1 st
vote
• Reduced Grievances by 75%
• Increased retail sales by 110% over 2 year period
• Maintained .01% shrink for 5 years
• Started business with $35.00 in sales the first week and grew business portfolio to over
$45,000 per week in 1 year
• Managed up to 450 indirect and 3 direct reports
Education
Bachelor’s Degree - Business Management/Sociology
Viterbo University, La Crosse, WI
Graduated
Associate Degree - Human Resource Management
Western Wisconsin Technical College, La Crosse, WI Graduated
Work History
July 2019 – Present
PNM Contracting Specialist
July 2018 – July 2019
MSC
OptumServe
328 Front Street South
La Crosse, WI 54601
November 2016 - April 2018
Agropur Ingredients
HCBP
2340 Enterprise Avenue
La Crosse, WI 54603
September 2014 - November 2016
Ashely Furniture Industries
HR/Recruiting Manager
One Ashley Way
Arcadia, WI 54612
September 2010 - September 2014
Torrance Casting
HR Manager
3131 Commerce Street
La Crosse, WI 54603
September 2008 - September 2010
Independent Living Resources
HR/Program Manager
4439 Mormon Coulee Road
La Crosse, WI 54601
Contact this candidate