Heidi Lund, B.A., B.Ed. Email and Phone Number

● Assist employees, applicants, and retirees with inquiries on benefits, pension, payroll, employee self-service tools, and total compensation applications through email and phone contacts in a professional and friendly manner● Ensure accurate processing of employee HR data in PeopleSoft with strict adherence to confidentiality● Resolve issues in a timely and efficient manner with strong customer service and attention to detail skills, specialized terms in Benefits and HR Admin● Mentor and trained new team members, supported colleagues to expand their working knowledge and provided feedback for growth and development on client interactions, inquiry investigations, and best practices● Ensure benefit set-up is correct in the system for employees, provide up-to-date information to benefit carriers to align their records accordingly, answer benefits questions, and facilitate claim disputes between employees and carriers. ● Administer and process death claims and serve as a liaison between the insurance provider and the deceased employee's family. Explains benefit entitlement to family members and assists in completing the necessary documentation for indemnification.● Demonstrated proficiency with MS Office computer applications and specialized technology: Telax call queue software program, Dynamics 365 management system (CRM), Onbase document management system, and PeopleSoft (HRMS). Experienced with monthly reporting processes and strategic information dissemination

● Designed and delivered onboarding orientations, managed leadership team training, and provided on-demand coaching and problem-solving solutions in a fast-paced environment ● Assisted with positive discipline strategies, conflict resolution, performance management, and advised on terminations aligned with human resources best practices, employment legislation and CRA regulations● Supervised financial accountability for 6 Team Leads and 45 front-line employees, administered and approved bonuses based on key metrics for staff● Liaised with senior management and marketing teams to ensure monetary accuracy, product control, and excellent customer service

● Leveraged by 2,000+ clients & 100s of employers & external organizations per year as the subject matter expert & primary point of contact for career development & human resource advising● Championed development of 400+ resumes per year; conducted interviews & supported thousands of students to secure employment placements● Identified job retention strategies during the onboarding process & advised students on correct employment standards interpretation in response to employment concerns● Coached, consulted, & delivered presentations on employee relations initiatives, career development & succession plans, & compliance with employment legislation, OH&S, & HR policies & procedures● Facilitated in-house training sessions on career planning & workforce success; created & maintained a learner management system (LMS) course accessed by 1,000+ learners per year & extensive hard-copy resources to increase client success in the recruitment & selection process ● Advocated for learning & development best practices including diversity & inclusion strategies, formed collaborative working relationships with diverse clients & teams, & promoted organizational health & wellness strategies● Strong technology fluency & strategic thinking abilities, provided on-demand training & technical support for e-learning & presentation software, PeopleSoft, video-conferencing, & content authoring tools, & comfortable working with MS Office software, HCM, & ERPs● Project lead & organizational representative for annual job fair & educational conferences for 2,000+ attendees to build a talent pipeline for employers & union representatives, & provided training & guidance to clients on employment trends, current performance gaps, & identified future career alignment● Maintained accurate & confidential electronic client records for a 2,000+ caseload per year; recognized for effective data collection, analysis, report writing, & providing action-oriented communication & presentations

● Caseload management & administration for 15-20 clients within community & residential support programs including volunteer placements, recreational activities, & social interactions● Supported clients to grow & thrive, set & meet personal goals, & reach the highest possible quality of life including home supports, community inclusion & natural supports● Assisted with development of program operations manual & agency promotion & recruiting at career & employment fairs● Administered the monthly Dinner Club program connecting clients to foster positive relationship development between clients

● Caseload management & administration for 25-30 clients with developmental delays & mental health issues, along with their families, in a supported employment program ● Assisted clients in career development employment skill-building through activities such as career exploration, job search, resume building, & mock interview practice● Designed & facilitated workshops on job search techniques & strategies● Liaised with employers regarding workplace accommodations, job retention, & the development of natural supports● Maintained staff & client resource libraries ● Planned & facilitated employment peer support group● Assisted with development of program operations manual & engaged in agency promotion at various adult service resource & hiring fairs