Human Resources Employee Relations

Leslie Sperrazza, M.S. ******.************@*****.***

615-***-**** https://www.linkedin.com/in/leslie-sperrazza-ab47723/

Director of Human Resources I Director of HR Shared Services

Human Resource Leader with extensive experience in Training, HRIS systems, Shared Services, Employee Relations, Benefits, and HR Operations. In-depth experience managing teams including interviewing, onboarding, training, professional development, and aligning the right people to the right work to maximize outcomes. Additional previous operations experience includes Dell Technologies, Deutsche Bank, and Comdata Corporation. Certified in Human Resources and as a Cultural Facilitator. One of 30 executives that was selected to participate in the Tennessee Government Executive Institute in order to advance skills in leadership, development, budgeting, and public administration.

Expertise

Human Resource Business Strategies I Managing Direct Reports I Building High Performing Teams I P&L Management HR Shared Services I Benefits Administration I Employee Relations I HRIS Systems I Training & Quality Oversight Operations Management I Employee Onboarding I Drug Screen & Background Check Adjudication I Cultural Engagement Diversity, Equity, & Inclusion Efforts I Succession Planning I Medical Licensing & Medicaid Compliance I Oracle HR Systems I ULTIPRO I Kronos I HealthStream I Taleo I Lawson HRIS Service Now Ticketing Portal I Centralized Scheduling I Call Center Management I Avaya Interactive Intelligence I MSFT Office I Technically Savvy I Root Cause Analysis I Data Analytics I Exceeding Revenue Goals

Experience

Ardent Healthcare 2024 – Present

Senior HR Leader, Shared Services

The Senior Lead for HR Shared Services across 30 + Acute Care facilities across the nation. Lead an organization of 40 employees and 10 direct reports which include onboarding, license and certification, professional development, training, and succession planning. Team supports employees through a Service Now ticketing portal, answering, and resolving issues around employee relations, new hire orientation, sign-on bonus management, leave management and other level two inquiries. Team also processes 100% of new hire onboarding including curating documentation, verifying certifications/licensing, and collecting/verifying I-9’s, drug screens, and background check adjudication.

Lead the HR Shared Services HR Advisor team to deliver outstanding HR support across the organization. Manage team performance, development, and workflow to guarantee high efficiency and service quality.

Oversee and refine HR processes and systems, including payroll, benefits administration, HRIS, and employee data management, ensuring accuracy, compliance, and prompt processing.

Implement and uphold service level agreements (SLAs) for all HR Shared Services functions. Monitor and report on service delivery metrics to achieve or surpass targets.

Ensure adherence to federal, state, and local employment laws and regulations. Stay updated on HR best practices and integrate improvements to policies and procedures.

Foster positive employee relations and address employee grievances and queries, ensuring equitable solutions and promoting a harmonious work environment.

Act as a strategic HR business partner to department leaders, offering insights and HR solutions to business challenges, aligning HR strategies with business objectives.

Oversee the development and implementation of training programs to enhance employee skills and leadership capabilities within the HR Shared Services team and across the organization.

Manage relationships with external vendors and service providers to confirm compliance with contractual obligations and service level.

Lead and contribute to HR projects, like system implementations and process optimizations, ensuring timely and budget-compliant completion.

Collaborate closely with other HR teams and departments across the organization for a

Acadia Healthcare 2023 - 2024

Senior HR Operations Leader

Results-driven HR professional with extensive experience in managing HR Operations and Leave of Absence processes. Proven track record of leading teams, implementing vendor relationships, and optimizing benefits administration.

Leadership: Directly manage a team of HR Operations Specialists, providing support to team members across the organization for Leave of Absence claims. Including performance management, development, and career succession

Process Management: Oversee premium processes, documentation, and detailed reporting to HRBP and the executive team, ensuring compliance and efficiency.

Vendor Management: Successfully implemented a new Leave of Absence vendor in 2024, maintaining strong relationships to enhance service delivery.

Quality Assurance: Conduct quality assurance for the leave process, overseeing the management of 1,500 open leave cases to ensure accuracy and compliance.

Employee Engagement: Led the rollout and feedback collection for the Employee Pulse Survey focused on Total Rewards, driving continuous improvement initiatives.

Relationship Management: Manage partnerships with key vendors including Thomas & Company, GovDocs, Ernst and Young, and EdAssist (Bright Horizons), along with the internal Acadia Funds program.

Benefits Administration: Spearhead the 2025 open enrollment process, updating vendors and enhancing benefit programs to meet employee needs.

Project Management: Act as project manager for the Total Rewards team, encompassing benefits, compensation, and employee recognition strategies.

Lifepoint Health 2020 – 2023

Regional Human Resource Director

Direct the strategy for Shared Services across 40-60 Acute Care facilities across the nation. Lead an organization of 45 employees and two direct reports which includes interviewing, hiring, onboarding, professional development, training, and succession planning. Team supports employees through a Service Now ticketing portal, answering, and resolving issues around name changes, direct deposits, departmental transfers, pay changes, and similar scenarios. Team also processes 100% of new hire onboarding including curating documentation, verifying certifications/licensing, and collecting/verifying I-9’s, drug screens, and background check adjudication.

●2023 HSC Mercy Award Nominee.

●Team consistently supports 22K employees across 40-60 locations nationally.

●Team successfully handled over 120K interactions in 2022, a 60% increase over the last 3 years with minimal additional staffing.

●Reduced hired to onboarding from 16 days to 9 days, greatly improving the candidate experience.

●Continually onboard and divest hospitals as a result of Mergers & Acquisitions, which requires standard operating procedures to continually be assessed, modified, and trained as the organization evolves.

●Inherited an additional twenty person headcount as a new Behavior & Rehabilitation M&A was created.

●Part of a cross-functional design team that is in the process of delivering a new multi-year HRIS software solution. Working collectively on design, recommendations, and implementation.

●Have travelled extensively across the nation delivering in-person cultural engagement training to instill corporate values locally.

●Initiated and project managed a licensing and compliance business process improvement which involved job description refreshes and several standard operating procedure changes to gain more visibility to role licensing/certification requirement. This dramatically improved accuracy while lowering fine risks by hundreds of thousands of dollars.

●Led multiple HR standard operating procedure refreshes to ensure alignment as the organization iterated through several mergers & acquisitions and divestitures.

UBS 2018 – 2020

Director of Employee Advisory

Led a team of 10 employees who were responsible for providing HR Shared Service solutions to the organization’s 22K employees via Service Now ticketing, email, chat, and phone. Developed business strategies that enabled all key performance indicators to be achieved by the team.

●Improved the centers service levels from 40% to over 75% in less than four months.

●Slashed abandon rates from 17% to 5% while driving experience survey results to over 92% satisfaction rate.

●Implemented a live chat function to support new line of communication for clients and managers.

●People leadership responsibilities included interviewing, hiring, onboarding, training, professional development, and succession planning.

CareHere 2014 – 2018

Director of Support Center Operations

Directed a team of 15 front line schedulers who worked in a call center environment supporting 180 medical clinics all over the country. Drove adherence to multiple key performance indicators including average handle time, call efficiency, schedule adherence, quality control, and service levels.

●Team handled over 150K interactions per year.

●Hired to build an internal scheduling call center from the ground up, including facility spacing, negotiating with multiple telephony vendors, establishing call center key performance indicators, hiring 15-20 team members, and building a contingency operation in Montana.

●Led implementation/alignment efforts when new clinics were onboarded into the organization. +

American Home Patient 2009 – 2014

Director of Call Center Human Resources, Training and Quality

Directed the human capitol strategy for Human Resources, Training and Quality departments for the Sleep Support Center. Trained employees how to best advise team members at six locations, a total of 500 plus employees, on employee relation inquiries, benefits distribution, policy development and delivery of all training.

●Managed a $72M annual payroll and operation P&L, with direct responsibility for site revenue and profitability.

●Led a team of 8 direct reports and a total organization of 200 employees with team members spanning Human Resources, Insurance, Quality, Facility Management and Training.

●Reduced attrition from 20% to below 8% through root cause analysis and implementing new procedures.

●Direct and lead the Accreditation Commission for Health Care compliance certification for the centers, which required significant attention to detail to avoid costly fines.

State of Tennessee Finance & Administration 2004 – 2009

Executive Operations Director, Benefits Administration Contact Center

Directed the strategy for Benefits Administration across four inbound call centers spanning information technology, forecasting, quality assurance, and administrative functions. Team consisted of 5 direct reports and total organization on 85 people.

●Designed and implemented employee training for the call centers.

●Supported administration for all benefits, including insurance, deferred compensation, employee enrollment, flexible benefits enrollment, and the administration of retiree benefits for over 292,000 participants.

●Opened a 20-plus agent call center within two weeks for Governor’s Voluntary Buyout program (VBP).

●Led Voluntary Buyout Program informational sessions for retirement and insurance issues. Worked with over 1,000 Tennessee state employees state-wide.

●Opened three call centers for the organization withing nine months.

●Improved service level (answered calls) by 300% within two months of implementation.

Education:

Master of Science in Public Management, Cumberland University

Bachelor of Business Administration, Belmont

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