Operations Manager Project Management
Resume:
SUMMARY
Experienced HR Leader and Operations Manager with demonstrated contributions and accomplishments in both corporate and non-profit organizations. Proven business results through strategic planning, program management, administration, employee engagement, and organizational development.
EXPERIENCE & SKILLS
Leadership
Policy Writing and Administration
Project Management
Payroll & Benefit Administration
Human Resources and Employee Relations
Data Analytics
Employee Engagement
Program Development
Non-Profit Experience
Operations Manager - Evolve502 02/2022 – Current
Operations and Culture Change agent for Evolve502. Responsible for enhancing our employee experience, collaboration through process improvement, system enhancements, and engagement.
Responsible for scheduling, supply ordering and inventory, accounts payable, vendor liaison, and budget analysis and management.
HR: Payroll, recruiting and new hire on-boarding, benefits, and employee relations.
Plan and facilitate office events, travel bookings, staff meetings, and guest presenters.
Coordinate and manage our Board of Directors which include meetings, committees, and new member on-boarding.
Provide people leadership support for our Executive Director.
Program Coordinator - Bates Community Development Corporation 04/2021 – 02/2022
Program coordinator for a 501c non-profit organization. Primary responsibility is to develop programming that will positively impact the lives of the downtown and west Louisville communities.
Support the Bates CDC Executive Director in identifying the needs of the community, meet with partners and potential business partners, coordinate community events, and other projects/task as needed to meet established initiatives.
Developed a Department of Labor registered apprenticeship program for young adults ages 18 to 30. This program was designed to offer paid skilled labor through on-the-job training and technical education.
HUMAN RESOURCE EXPERIENCE, HUMANA INC.
Human Resource Professional
Senior Policy Administration Professional 01/2018 – 05/2020
Assisted in the development and management Humana's Work-At-Home program through policy development
which included partnering with key business leaders to determine best practices through data analytics, employee surveys, and DOL regulations.
Managed HR Shared Service Business Continuity Plan (BCP) and core member of the Enterprise Crisis Incident Response Team (eCIRT) to determine and coordinate best strategies to maintain business operations and associate support during times of crisis; nationally and internationally.
Key contributor in the development, nomenclature, culture influencer, and education of Humana's diverse work and leadership styles. Strategic developer and facilitator of learning sessions regarding leading virtually, and employee multiple workstyle transitions. Created the content for the employee portal and leader development.
Partnered with HR leaders to determine and map strategies that impact associate payroll implications, procurement, business operations, and talent acquisition processes regarding employee workstyles.
Partnered with business leaders in creating specific departmental processes and procedures for their Work-at -Home and Field employees that enabled them to meet their business objectives.
HR Consultant 01/2013 - 12/2018
Created, implemented, and assisted in creating highly effective human resource strategic solutions for clients.
Interpreted, explained, and enforced human resources policies to keep associates in compliance with standards.
Stayed current on EEO, ADA, FMLA, and other applicable federal and state policies governing employment.
Developed process improvements and streamlined procedures to effectively resolve associate discrepancies.
HR Process Manager 12/2007 - 12/2013
Managed a team of HR Shared Services Training Consultants, Data Analyst, Project Management Consultants, and HR Call Quality Team.
This highly effective team was responsible for all of HR Shared Service new hire and annual training, data reporting to senior leadership, implementation of new systems, streamlined processes, and develop strategic partnerships with business leadership to ensure policy and compliance.
Executed one of Humana’s largest employee reductions in force during the difficult recession of 2009.
Introduced new training initiatives to support leader development that resulted in a decrease in employee turnover.
Managed the Call Quality Team who were responsible for auditing our HR contact center associates calls through internal call standards. In addition to our HR Consultants to ensure they are following process and procedures.
Operations/Call Center Experience, Humana Inc.
Medicare & Pharmacy Contact Center Leader 08/2001 - 12/2007
Managed a team of 20+ contact center associates responsible for taking in-bound Medicare and Pharmacy calls.
Responsible for employee engagement, performance management through coaching and feedback, review reporting for member trends, and remove employee barriers to enable them in meeting the needs of the customers.
Manage established call customer service criteria and metrics.
EDUCATION
Western Kentucky – Bowling Green, Kentucky
McKendree University - Lebanon, IL
RECOGNITION & BOARD PARTICIPATION
2018-2019 Humana's IMPACT Network Resource Group (NRG) Leadership
3-Time Humana Employee North Star & 3-Time Humana Shining Star Recipient for Outstanding Work & Project Management
2019 Public Relations Society of America Award of Merit Recipient
2019 Humana’s Beth Bierbower Inaugural Legacy Award Nominee for Women in Leadership
Burnett Avenue Baptist Church Board of Trustees
CERTIFICATIONS
Call Center Management Certification
DDI, Selective Interviewing Certification
Humana Business Acumen Certification
REFERENCES
Rawleigh Richardson
Louisville Society of Human Resource Management (LSHRM) President 2020-2021
Director of Human Resources at Cedar Lake
********.**********@*****.***
Dr. WandaJean Jones
*****************@*****.***
Dr. Corrie Shull, JCPS School Board Chair and
***********@*****.***
Additional references upon request
Marlesia Bryant
Marlesia Bryant ****************@*****.*** 502-***-**** (cell)
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