Management/Customer Service/Human Resources

COREY FLEMING, MBA

*** ****** **** *****, ********, TX 77469

713-***-**** (cell) ~ ************@*****.***

Management / Human Resources

COMPETENCIES

• Talent Management • HR Policies & Procedures

• Benefits/Payroll/HRMS Administration • Six Sigma (DMAIC)

• Employee Relations • Change Management

• Project Management • Training

EDUCATION

Masters of Business Administration, University of Phoenix, Houston, TX, 2005 GPA3.86

Bachelors of Science, Accounting, Southern University, Baton Rouge, LA, 1994

COMPUTER SKILLS

MS Office (Word, Excel, Outlook, Visio and PowerPoint), Internet, Lotus Notes, Centru View, CISCO, Total Absence Management, MS Project, People Soft, Siebel, Taleo

PROFESSIONAL EXPERIENCE

Mercer Human Resource Services, Houston, TX

August 2005 – Present

Participant Services Team Lead, Health and Benefit Services

Manage a staff of 3 Supervisors and 54 employees who provide Human Resource expertise regarding Health and Benefits inquiries as well as process/approve Total Absence Management leaves for the United Healthcare Group account consisting of 74,000 participants.

• Responsible for updating and maintaining process workflows and process improvements.

• Work with business partners to develop training objectives and curriculums.

• Establish and maintain positive client & vendor relationships to ensure profitability and contract agreements.

• Establish strategic business plan from concept to implementation to start first remote site in Dallas that grew in size and market share, and participant base.

• Project Leader on implementation of the Recruitment Services and Repeat Call projects with revenues in excess of $250k per year.

• Facilitate and design training for Human Resource Representatives.

• Partner with Client Groups to conduct needs analysis for ongoing training and new training designs.

• Employ Six Sigma strategies to implement Repeat Call and Workforce planning analysis for the department.

• Participate in high performance teams to manage merger and acquisition initiatives.

• Educated all levels of management on HR policies and procedures and performance review programs.

• Recommend and assisted with selection and compensation management of potential candidates to management.

Supervisor, Health and Benefit Services/Leave of Absence

Managed a staff of 15 employees who provided Human Resource expertise regarding Health and Benefit inquiries as well as process/approve Total Absence Management leaves for 55,000 participants.

• Responsible for managing due diligence and ongoing operations of HR outsourcing engagements focusing on HR implementations, process design and shared services exceeding Service Level Agreements.

• Monitored, tracked, and approved leave requests while ensuring compliance with mandated Federal, State, and Local guidelines. Identified leave trends and implemented action plans to control loss of time from work.

• Monitored all interface issues with Carriers, HR Systems, Compensation, Payroll, Benefits and Human Resources.

• Participated in HR Focus Groups to identify HR objectives, create policies and procedures, improve employee morale, and succession planning.

• Designed job analysis to increase the salary grades improving retention rates by 8%.

• Provided human resource support in the areas of employee relations, training and policy administration, employee counseling, and talent management.

• Sponsor for Focus Groups designed to pinpoint areas of improvement.

Harris County Hospital District, Houston, TX

April 2004 - July 2005

Manager, Eligibility Department

Managed 25 Eligibility Counselors for the fifth largest healthcare system providing services to the indigent population of Harris County.

• Re-designed patient admissions guidelines to decrease patient wait times and improve patient satisfaction.

• Decrease retention rate by 3% by developing career leveling and succession planning.

• Developed curriculum/program from the ground up in three-month period for the Workforce Department.

• Coordinated and participated in project management teams charged with increasing patient satisfaction scores, data collection, and presentation of recommendations.

United Healthcare Group, Houston, TX

December 2001 - November 2003

Benefits Supervisor, Member Service Constituent Relations

Managed a team of 35 employees administering health and welfare benefits to mid-east region Medicare/Medicaid providers and members.

• Partnered with the Associate Business Manager of HR to recruit, develop and manage a fast-track workforce with minimal turnover.

• Facilitated/developed “Delivering Superior Customer Service” to team members and management.

• Developed and facilitated training curriculums from the following sources: customer surveys, telephone reports, quality evaluations, vendor issues and call monitoring.

• Participated in Unemployment Claims Hearings and Appeals.

• Led high performance teams to create first New Member Orientation Teams (NMO), welcoming new members to benefit plans. Created job analysis: descriptions/specifications, structure and design of (NMO) Teams.

• Worked with cross-functional teams to increase benefit enrollment and participation by 15%.

Verizon Wireless, Houston, TX

December 2000 – November 2001

Supervisor, Customer Support

Provided human resource support in the area of attracting, hiring, and interviewing for candidates.

• Recruited customer service representative candidates through on-line recruiting, job fairs, and employee referrals.

• Provided recruiting objectives and consultation services to support workforce business needs.

• Developed career development manual that was adopted by the entire call center.

Bank One, Houston, TX

November 1994-December 2000

Manager, Customer Advocacy

Managed a staff of 30 Consultants responsible for retaining high value customers in the Southern and Eastern regions.

• Provided management training and guidance for newly hired managers.

• Implemented a reward and recognition program that improved staff performance, increased customer satisfaction rating to 93%, and increased ability to meet monthly Service Level Agreements.

• Participated in Continuous Improvement programs to ensure compliance of timely processing.

Supervisor, Financial Services

Supervised 80 Personal Financial Consultants and 8 Team Leaders in a call center.

• Recruited and trained unit personnel.

• Performed pre-employment activities

• Part of a project team responsible for the recruiting process of a 1,000 employee call center in Houston

Management Trainee, HR and Audit

Rotated through the Human Resources, Audit, and Telephone Banking Departments.

• Performed pre-employment activities: screening resumes, assessed KSA’s of candidates through conducting phone and behavioral interviews, and competencies testing, drug testing, references, and back ground checks.

• Recommended and approved compensation practices within required budgetary guidelines.

• Implemented change management strategies to improve quality of life work programs.

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