Human Resources Customer Service
Resume:
TONIA COLLINS, Ph.D.
*** ******* **., *******, ** 38305
*************@*****.***
Professional Experience
VPP – Practice Manager, General Veterinary Practice - King of Prussia, PA HAWTHORNE ANIMAL HOSPITAL – Human Resources Director, 24/7 emergency and general practice veterinary hospital – Glen Carbon, IL
• Supported team members by providing hands-on assistance wherever needed
• Supervised customer service representatives, veterinary assistants, vet technicians, boarding and grooming team members.
• Maintained an environment that is positive and engaging for employees while holding a high standard of care for our patients
• Maintained strong working relationships with employees throughout the organization; collaborating and partnering with others to maximize efficiency and idea generation.
• Interviewed and make hiring decisions while promoting diversity, equity and inclusion in the workplace.
• Created work schedules - employees work 12-hour shifts, Monday through Saturday Ensure support staff compliance with established performance standards through accurate performance appraisals, coaching/training and corrective actions when necessary
• Maintained optimal inventory levels of both medical and non-medical supplies, and approve invoices for the hospital
• Created and maintain training, including cross-training
• Served as a resource for clients in regard to concerns or problems regarding customer service, practice policies, non-payment and/or payment options
• Investigated the circumstances around bites and other safety incidents to ensure that employees are properly trained and are acting safely.
• Partnered with the Medical Director to schedule and conduct staff/doctor meetings and staff events.
• Assisted the Medical Director with the preparation and maintenance of necessary reports, records, policies and procedures as required by the State of Illinois and DEA.
• Implemented new protocols and policies as needed
• Planned and participated in community events
• Prepared and interpreted daily labor and financial reports,
• Paid vendor and non-vendor suppliers
• Monthly reconciliation of bank and AMEX accounts
• Prepared monthly and annual budgets
HUMAN RESOURCES DIRECTOR
• Recruited Veterinarians, Veterinary Technicians, Veterinary Assistants, Call Center Receptionists and Animal Care Team Members in a rapidly expanding business for multi- locations
• Facilitated talent planning, development, calibration, and succession planning solutions
• Built trust and partnered with employees, managers, and business leaders across the organization by understanding business needs and issues involving people and processes
• Handled client complaints and directed to the proper channel when needed
• Fear Free patient handling/restraint (goal this year)
• Trained and coached new and existing team members
• Spreadsheet data collection for the hospital manager
• Assisted the business development and recruitment team in recruitment activities
• Onboarded and offboarded team members
• Strong leadership/mentoring skills
• Knowledge in commonly prescribed medications
• Trained other Techs/Tech Assistants and helped them to level up their skills
• Impromed practice management software knowledge
• Knowledge of Excel, Word, and Windows applications
• Assisted in creating and implementing new and current protocols
• Assisted in various inspections and evaluations with instruction from the hospital manager
• Supported, coordinated and facilitated recruiting efforts and new hire onboarding process including creating and maintaining current job descriptions
• Developed and rolled out company-wide HR initiatives on policies and programs
• Provided HR policy guidance and interpretation
• Managed and resolved employee relations through conducting effective, thorough, and objective investigations
• Maintained in-depth knowledge of legal requirements to ensure compliance with federal, state, and local regulatory requirements including but not limited to FMLA, ADA, and other state’s requirements
• Coached and developed senior business leaders in the areas of professional development, coaching of their team members in addition to other employee issues.
• Supported team effectiveness by facilitating and/or designing team workshops, training, meetings, etc.
• Coordinated annual performance review process, talent review, and complete market compensation analysis
• Responsible for timely performance feedback, skill and management development of all Hospital personnel.
• Maintained familiarity and ensure compliance with state and federal regulations, Standard Operating Procedures, and Occupational Safety and Health Administration (OSHA) guidelines.
• Assisted hospital manager with minimizing hospital liability through constant risk management review.
• Investigated all unsafe situations and situations/complaints.
• Worked with practice manager to create and maintain a positive team environment.
• Assisted in maintenance of labor goals
• Assisted with schedules for administrative staff and technician schedules
• Assisted other delegated tasks
LIFE SUCCESS CONSULTANTS - Consultant/Coach/Owner - Bloomington, IL
• Worked with individuals and corporations using one-on-one coaching sessions
• Lead corporate training programs, workshops, public seminars and keynote speeches
• Ensured that all employment practices are consistently interpreted by all management staff in accordance with federal and state law and human resource policies
• Served as the affirmative action officer, ensuring that recruitment, selection, placement and training opportunities support our goal of achieving and maintaining a diverse workforce
• Designed assessment tools to analyze performance against goals in collaboration with senior management
• Provided an efficient system of obtaining and pre-screening all applicants for employment, and in processing of all employee-related paperwork
• Enhanced the workplace environment to foster self-reliant, insightful, and committed and engaged employees
• Developed and monitor performance management system. Consulted with supervisory and management staff regarding performance issues and disciplinary action
• Oversaw the analysis of termination recommendations and prepared a summary of documentation for the Senior Management Team
• Reviewed human resource policies with General Counsel for revision annually or as often as needed based on legal or regulatory conditions impacting human resource policies
• Worked collaboratively with other staff to ensure that all new employees are oriented to the organization and its policies
• Assisted supervisors in administration of human resource policies
• Worked closely with Senior Management Team regarding pay scales, including market analysis of positions, internal equity analysis, and determination of hiring salary in consultation with hiring supervisors
• Established and maintain salary ranges which are market competitive and internally equitable to enhance recruitment and retention of employees
• Supervised administration of benefits by Finance Administrator
• Worked closely with Finance Administrator to negotiate group major medical, life, STD, dental, vision and EAP contracts
• Monitored employee satisfaction with benefits
• Worked in area of Health Equity & Culture to establish goals, strategies and policies for performance-based evaluation system, linked to clear, equitable performance indicators and annual goals
• Ensured that all claims for workers' compensation, unemployment insurance and severance pay are handled in compliance with laws, regulations and human resource policies
• Prepared background position paper for all challenges to Unemployment and EEOC claims and/or conciliation agreements for General Counsel approval
• Consulted with General Counsel regarding potential liability, or in the event of action taken by a current or former employee or applicant
• Participated as member of the senior management team. Prepared annual human resources strategic plan and budget
STREATOR DEPENDABLE - Director of Human Resources – Streator, IL
• Served as a key member of the Corporate Executive Team; reported directly to the President and CEO and was hired to develop a formal HR department infrastructure across numerous manufacturing locations
• Developed and enforced HR policies and programs covering major areas e.g. organizational planning and development, employment, indoctrination, training, staff relations, compensation, benefits, safety/health and employee services
• Originated various HR practices and objectives that allowed for delivery of a balanced program across all divisions
HOUSING AUTHORITY FOR THE CITY OF BLOOMINGTON - Director of Human Resources
– Bloomington, IL
• Established performance standards, progressive discipline, as well as recruitment guidelines for hourly and salaried hires
• Implemented a flexible benefits program and set up a computerized recordkeeping system
• Tenaciously negotiated a union contract that fell 10% below authorized amounts HEARTLAND COMMUNITY COLLEGE – Adjunct Business Instructor - Normal, IL
• Leveraged diverse teaching techniques to manage the classroom environment with ease
• Led courses as required in the business program, taught students how to locate and utilize research materials
• Aligned instruction with course requirements, goals and student learning outcomes
• Engaged in campus activities designed to encourage student success and maintenance
• Delivered quality instruction and held office hours; accrued high review results from both students and direct supervisor
• Communicated honestly, clearly and openly with all stakeholders
• Attended faculty seminars and campus in-service trainings
• Called on a designated learning management system for use in academic recordkeeping
• Provided gradation for the performance of every student in a timely manner, frequently required by the College
• Made suggestions to the Program Coordinator regarding curriculum revisions
• Prepared information sheets that included stated objectives for each course
• Partook in other relevant tasks and attended part-time faculty meetings within the business and social sciences division
WESTMINSTER VILLAGE – Human Resources Director - Bloomington, IL
• Launched an internal recruitment feature that reduced recruiting expenses by approximately $50K
• Attained a 100% win rate in unemployment claims
• Conceived, developed and implemented series of HR programs, services and leadership initiatives
• Included comprehensive supervisory training; worked closely with managers and department heads to develop effective employee relation and retention programs
• Yielded improved morale, new professional growth opportunities and a 50% turnover decrease
• Evaluated and revised benefits package; artfully negotiated contracts to cut costs by
$20K
• Initiated a Safety Committee program that slashed Worker’s Compensation costs by
$15K and cut the number of reportable injuries by almost 50% using education and accountability measures
• Designed a sound new hire process; attracted top-level candidates and founded best practices for each division
Education & Credentials
Ph.D., Organization & Management-Leadership, Capella University Master of Business Administration, Regis University Part Time and Volunteer
PetSmart, Pet Trainer
American Kennel Club (AKC), Evaluator
Alliance of Therapy Dogs, Certified Team, Tester/Observer
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