Kayla L. Email and Phone Number

• Provides operational support on US Leave of Absence payroll procedures.• Subject matter expert on all company leave of absence programs and policies (including FMLA, STD, State leaves, PPL, & PTO).• Provides case management resolution and cosultative support to employees and managers on leave of absence including but not limited to pay questions, procedures, policies, bestpractices.• Run daily audits and reports pertaining to leave of absence, payments and other payrollrelated duties.• Weekly and Bi-Weekly payroll processor.• Daily processor of off cycle checks.• Maintain confidentiality with sensitive and complicated leave of absence, termination and payment information.• Primary point of contact for escalated leave of absence questions and payment cases.

• Managed the entire life-cycle of 200+ leave of absence cases spanning over 7 U.S states.•Served as a point of contact for employees, supervisors, and HR teammates on Leave of Absences (LOA) specific to FMLA, STD, Workers Compensation, and Temporary LOA.•Processed leave of absence related transactions in the HRIS system•Posted edits to time cards for FMLA, short-term disability, parental leave, and any unpaid or paid absences relating to Intermittent, Continuous, Temporary, and Military leaves.•Ensured compliance with Federal, State, and corporate leave of absence regulations/policies•Led continuous improvement by driving an open discussion about changes in LOA policy•Resolved issues for denials & appeals by coordinating with vendors and internal partners•Accountable for developing training materials, facilitating new hire education, providing guidance on leave designation notices, and navigating internal policies and procedures•Facilitated crucial conversations discussing complex situations which could impact an employee's position with Cardinal Health.•Partnered with leave advisors and risk management partners on unapproved leave, restrictions, and workers' compensation claims for complex situations•Collaborated with payroll to issue on-demand payments for late short-term disability approvals, which resulted in owed back payment.•Received and processed short term disability approval letters, consent to contact forms, doctors notes, fitness for duty forms, questions from employees, and case replies

•Supported two large scale technology migrations, via Kronos and Service Now systems, with support & triage for a vast group of stakeholders and leaders•Demonstrated a wide range of Kronos timekeeping expertise in Kronos 6.3 and Kronos Dimensions. Accountable for coaching leadership & teams thru the system migration•Cross trained in leave & payroll administration to compliment employee data management•Exceeded monthly performance metrics for interactions, cases, handle times, and schedule adherence for 12 of the last 12 months•Executed various HR standard processes, policies, and procedures as the first point of contact for employees to address concerns and resolve issues•Mentored T1 EDM team members assisting with new hire training, resolving client and associate issues, concerns, and inquiries regarding HR processes and policies•Managed HRSC Global Mailbox within Service Level Agreements and quality standards•Responsible for troubleshooting and resolving employee issues, requests, and inquiries via phone, fax, and email regarding HR processes and HR policies•Responsible for keeping senior leaders informed on key Wells Fargo (401k benefits provider) trends within the HRSC by actively participating in a weekly benefits call•Handles employee concerns with navigating and understanding Workday transactions•Responsible for ensuring appropriate federal form compliance (ex. I9)•Ensured knowledge articles for the entire company were up to date as a team SME.

• Developed and codified companywide assets that were operationalized in 2018 - job descriptions, organization charts, leave of absence program, role definitions, employee emergency documentation, and training materials for new hires• Led departmental leadership sessions that included goal setting, SWOT analyses, and collaborative brainstorming• Enhanced and built company culture in the office as a team motivator through team building workshops and rewards/recognition programs• Onboarded ~20 new hires through onboarding program which encompasses basic relationship duties, company standards, and best practices for customer service• Enrolled the company in an OhioHealth wellness program that provides all technicians, among other things, a physical, drug test, and wellness shots (Tetanus, Flu, etc.) to promote employee health• Interviewed and recruited talent to build pipelines of quality candidates for open roles across departments• Managed wearing multiple hats at times by providing excellent customer service, developing customers profiles, updating account information, handling customer account scheduling, and dispatching of the techniciansSkills :Strong recruitment skillsSuperior employee relations and counseling qualitiesExperience developing departmental goals, objectives, and systemsExperience developing performance management and improvement systemsStrong understanding of Benefits administrationTimecard and Payroll administration experienceTraining and Development

•Facilitated end to end sensitive data management regarding clients’ accounts regarding demographics, insurance, physician notes, and services• Served as an in house finance resource by handling patients billing, insurance information, and documentation• Served as the face of the office for all visitors and ensured their needs were attended to in a timely manner• Responsible for keeping patients accounts and visit notes organized and updated for office use and billing purposes• Listened to patients concerns/issues and worked to ensure they were resolved inline with company best practices• Responsible for starting therapy and ensuring rooms have the necessary materials for the appointment• Provided expertise in chiropractic terminology, insurance terminology, and accounts for customers and associates

• Led all major store operations including staff hires, scheduling, leave of absence protocol ,processing payroll, managing deposits, ensuring all maintenance was completed, processing cancellations, and addressing customer issues• Responsible for being the organizational glue that transitioned the business through an acquisition from Urban Active to LA fitness. This included resource management, opening and closing the store, and operationalizing the transition agenda• Led the gym to receiving an operational excellence award for being #1 in state for membership collections• Organized a grand opening event that drove over 300 new members in 3 hours, which was twice the anticipated attendance• Hired, trained, and managed 15 staff members that provided exceptional service to 3000 customers• Handled new member onboarding which included all the necessary paperwork and $20,000 per month in deposits• Provided a high quality of customer care which lead to minimal regrettable attrition in membership numbers and an average of 2 new user sign ups per day• Charged with being the face of the store by opening and closing the business and preparing it for daily operations• Provided a high quality experience through being the single point of contact at the store via the customer service desk and handling transactions at cash register• Worked with an average of 30 members per day to ensure a positive experience via resolving customer service concerns, scheduling appointments, and onboarding of new members• Contacted potential customers to introduce the gym and explain the services provided resulting in increased memberships and marketing for the facility

-Responsible for answering 150-200 phone calls per day for scheduling and resolving customer service concerns.-Won numerous customer service awards for outstanding customer service and exceeding customer expectations.-Performed above the company’s efficiency metric expectations every week for three years.-Facilitated training of 13 phone room staff members on customer service best practices, operational excellence, and brand guidelines.-Contacted existing and potential clients, as well as referrals to promote new promotions and give incentives to return.