Manager Customer Service

RACHEL FELL

Greenwood Village, CO * 720-***-**** * ****.****@*****.***

Experience Human Resources Manager

April 2010 – Present, Lowe’s Home Improvement

Responsible for anticipating talent needs and addressing them through proactive and effective recruiting, staffing and training. Motivate and retain existing talent by anticipating human resource issues in the store through consistent and effective application of Lowe’s policies, management practices, and legal requirements.

• Administer employee benefit plans and programs and respond to first-line benefits questions

• Identify staff vacancies, create and manage job requisitions, full-cycle recruiting including sourcing, pre-screening, interviewing, back-ground checks, and creating offer letters while partnering with hiring managers

• Conduct New Hire Orientation and facilitate on-board training

• Provide information about policies, job duties, working conditions, wages, opportunities for promotion and employee benefits

• Mediate disputes with a resolution-based approach and conduct investigations

• Write and administer Corrective-Action Plans and performance management to all levels of employees

• Advise and coach managers on matters such as EEO, harassment and employment laws prior to conversations they may conduct with employees

• Ensure OSHA compliance

• Actively pursue diversity candidate maintain Good Faith Efforts Log

• Community out-reach programs – Habitat for Humanity, Boys and Girls Club, and MDA

• Coordinate employee leaves of absence in accordance with Federal and State regulations (FMLA, ADA, etc.)

• Manage all training courses and certifications

• Maintain all records and compile reports concerning personnel-data such as hires, terminations, retention percentages, transfers, performance appraisals, absenteeism rates as well as reports regarding weekly payroll files and payroll leveraging

• Analyze statistical data and reports to identify and determine causes of personnel problems and develop recommendations for improvement of organization’s personnel policies and practices

• Create and maintain all driver’s records and files according to company policies and DOT regulations

• Administer all risk management plans including worker’s compensation, auto liability claims, general and property liability

• Respond to unemployment claims and attend hearings with 100% appeal success rate

• Foster employee / manager engagement through employee advocacy while maintaining the correct path of organization’s mission

Executive Recruiter

November 2008 – January 2010, Protiro, Inc, Denver, CO (RIF)

Responsible for business development and recruitment of various levels of talent for an agency that provides direct, contract to direct and contract-only types of placement in the Science, Engineering and IT industries

Talent Acquisition:

• Ensure that recruiting processes are legally compliant and meet EEO / ADA guidelines

• Utilize on-going pro-active, creative, ethical and cost-effective sourcing strategies for recruiting top talent to fill team job orders

• Develop and maintain network of candidates and resources Nationwide and locally

• Interview and screen candidates

• Manage full-cycle placement process

• Consult and assist candidates in interviewing and negotiation processes

• Maintain documentation in ATS

• Interpret Benefits, Federal, State, local laws and regulations and all P&P to contractors

• Conduct reference and background checks

• Utilize discretion and confidentiality

• Work outside of normal business hours

Account Manager:

• Continuously make B2B contact to small, medium and large-sized companies to market candidates and staffing services

• Develop and maintain professional relationships with key decision makers by providing education and consultation on recruiting, interviewing and negotiation processes

• Interview C-level and Hiring Managers for desired skill sets and qualifications for positions they are seeking to fill as well as gather an understanding of company and its culture in order to provide best fit

• Respect and follow protocol of HR department for all interactions regarding hiring process, contracts and necessary documentation required

• Strong organizational skills with ability to perform multiple projects simultaneously while keeping great attention to detail and prioritizing according to deadlines

• Excellent written and verbal communication skills

Facilities Supervisor

November 2006 – October 2008, Ameriquest Mortgage, Orange, CA (RIF)

Responsible for the maintenance and management of high-level security facilities and the comfort of employees at multi-site data centers (CA and CO) that housed engineers and call-center operators

• Ensure work environment’s compliancy with Federal, State and local laws and regulations

• Implement, interpret and distribute various P&P handbooks

• Liaison between property management, staff on site and Ameriquest Mortgage

• Supervise contracted 24 / 7 security staff

• Management of DVR and security camera system / equipment

• Implement and distribute access badges and biometrics to approved personnel and vendors

• Orientation and tour of facilities for new hires and contracted vendors

• Maintain supplies and rations for emergency kits

• Training to respond to security incidences and / or emergencies

• Approve and process invoices for 4-7 cost centers, depending on project

• Create and track PO’s for maintenance contracts, projects and purchases

• Monthly financial reports and reconciliation meetings with Executives

• Training room and event set-up and coordinate on-site employee activities / events

• Assist in tours of facilities and sales presentations for possible leasing of co-location services

• Assist in responding to RFPs from potential clients and ROI reports

• Point of contact person for co-location clients who sublease office space, data center space and accompanying services, acting as liaison for Ameriquest Mortgage and subleasees

• Responsible for removing all company property, discontinuing utilities and contracts, overall clean-up and returning all keys to property management as CO site was shut down

• Strong organizational skills with ability to perform multiple projects simultaneously while keeping great attention to detail and prioritizing according to deadlines

• Excellent written and verbal communication skills

Human Resources Generalist

February 2000 - November 2006, The Garden Keeper, Aurora, CO (business relocated to Oregon)

Upon start-up, responsible for all aspects of HR administrative duties and maintenance of personnel files for a gardening business that provided consultations, designs, installations, maintenance and great customer service for residential and commercial properties; reported directly to President

• Develop organizational structure of company, including salary analysis; initial staff consisted of 10 employees, both exempt and non-exempt; in company’s six year history, maximum number of employees reached 138

• Implementation of all documents and forms necessary for personnel files; ensure compliance with Federal, State and local laws and regulations

• Implementation of P&P Handbook, describing company policies, job-specific procedures and safety precautions

• Recruit for all positions in company and participate in interviewing and negotiation processes

• Meet with Designers to coordinate staffing and scheduling of route work on weekly basis

• Verification of employment eligibility for all new hires; conduct reference / background checks

• Management of employee personnel files; utilizing compliance and confidentiality

• Benefits coordination and administration

• Ensure all documentation regarding Workman’s Comp is in order and up to date

• New hire orientation

• Training, performance reviews and end-of-season exit interviews; retention of key employees for following season

• Utilize conflict resolution and foster open lines of communication

• Routine site visits and performance rewards for recognition of accomplishments

• Excellent communication, both written and oral, utilizing professionalism, diplomacy and ethics

• Community outreach by volunteering in a variety of settings pertaining to gardening and educating others; examples include but not limited to: Colorado Center for the Blind, Denver Botanic Gardens, Hudson Gardens and founding officer of Tropical Plant Society of Denver

• As business relocated out of state, network and provide leads and references as an outplacement program, resulting in placement of 65% of interested participants

Client Services Representative

September 1997 – February 2000, The Billing Office, Englewood, CO (growth opportunity presented)

Medical billing services for a variety of medical professionals, including mental health

• Recruit new clients and market services

• Collect, research and confirm patient health insurance information

• Interpret patient’s health insurance benefits and explain contract according to their specific plan

• Submit health claims to insurance companies on behalf of our clients and our client’s patients

• On-going knowledge of medical terminology, medical coding and billing

• Knowledge of Medicare and Medicaid benefits and billing codes

• Applied doctor’s diagnosis and services for proper electronic billing

• Routine visits to client’s offices to collect all paperwork required for billing and to collect account receivables for proper reconciliation

• Accounts receivable and proper application of payments to patients’ accounts according to their insurance contractual agreements; billing and collecting patients’ portions

• Daily reconciliations and deposits ranging from $3,000-$25,000

• Monthly financial reports to clients

• Liaison between doctors and patients regarding account information, benefits, and services

• Confidentiality and knowledge of HIPAA, Patient Privacy and Health Information Privacy

• Continual research and gathering of doctor’s notes for appeal letters to insurance companies with continual follow-up calls and letters; non-stop follow-up on submitted unpaid claims

• Excellent written and verbal communication skills

• Maintain documentation of correspondences in tracking system

• Strong organizational skills with ability to perform multiple projects simultaneously while keeping great attention to detail

• Ability to work with little to no supervision as majority of work was done from home-office

Education

Georgia State University, Atlanta, GA, (1992 - 1997)

Bachelor of Science, cum laude - Psychology major, Anthropology minor

Currently enrolled in prep course for PHR Certification - test scheduled for May 2012

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