Coach, trainer, leader and advocate for a team of 25+ Member Advocates with an organization committed to reducing the overall costs of healthcare for the Members and Employer Groups we serve. Provide oversight, coaching and feedback to team members, relative to call quality, call metrics, attendance and overall performance. Create training programs for new and existing Member Advocates, and effectively deliver training to increase and improve employee skill sets. Clarify and document expectations, and provide coaching and mentoring to employees on their performance to assist them in becoming the rock stars they are meant to be!

I officially started my own business in October, after three months of research and development. My primarily role is to book musical engagements for the bands that I manage. In addition to booking, I offer services such as branding, marketing, and other types of support that each specific band finds helpful to further their music career. This is essentially project management in the music industry, and uses many of the skills I've learned and developed over decades in the corporate environment.

Responsible for recruitment, retention, & motivation of staff; design, development & deployment of a performance management system; coach, mentor & development advocate; identify root causes of organizational performance issues and recommend strategies to remedy the situations; ensure business decisions align with short-term & long-term strategic goals in the area of human resources, staffing design & assessment, and future talent planning; champion for corporate wellness program.

Team Leader:Effectively led a team of Customer Service Associates to meet established standards and goalsSolid reputation for coaching employees to improve and holding them accountable in a positive waySuccessfully led projects of all sizes, varying from small process improvements to large projects yielding significantly-improved efficienciesDemonstrated ability to motivate people who are in a role with limited flexibility and varietyDeveloped a leadership style based on relationship and trust building

HR Development Partner/Performance Consultant:Consulted with leaders with the goal of increasing leader and team effectiveness through guidance, suggestions and at times training solutions followed by a follow up planIdentified skill gaps and delivered solutions in the areas of soft skills and behavior development to increase leader effectiveness and employee performanceCreated and facilitated single point interventions to increase team effectiveness, establish clear expectations and have open two-way feedbackDesigned and delivered consultation tailored to meet the needs of each audience, with delivery typically through small group consultation and individual coachingWorked in day-to-day partnership with the HR Business Partner, to consult jointly and individually with stakeholders and aligned senior leadership team membersConsidered the subject matter expert for performance management within Human Resources and throughout the organization; responsible for communication and training for leaders relative to SMART goals and performance reviewsSuggested and helped to create the position of HR Development Partner based on the observed need for increased focus on leadership development and coaching throughout the organization

HR Business Partner:Built effective partnerships with leaders to understand organization strategy; provided day-to-day support and guidance to leaders throughout the aligned divisionsProvided effective consultation and influenced decisions to meet business and organizational goalsFacilitated employee relations issues, including investigations, research, and proposal of solutionsUsed data to identify trends and provided proactive consultation to leaders on opportunities for aligning structure and skills to meet business needs

*Provided leadership to a team of Customer Service Associates (15-20)*Responsible for all human resource functions and needs for the team, including recruitment, employee counseling, mentoring and employee development, disciplinary issues, compensation review and human resource policy administration.*Responsible for managing business and employee assets to achieve stated company goals and financial objectives.*Consistently received positive feedback from staff in my department, relative to my work style and efforts to communicate clearly and often.

*Supervised an employee base of 12 (up to 20) Loan Closers and Loan Closing Auditors.*Responsible for all human resource functions and needs for the team, including recruitment, employee counseling, mentoring and employee development, disciplinary issues, compensation review and human resource policy administration.*Responsible for solving complex customer loan issues and concerns.*Established and maintained solid business relationships with both internal and external partners and vendors.*Responsible for managing business and employee assets to achieve stated company goals and financial objectives.*Lead a major process improvement initiative involving the identification of business workflow issues and the implementation of solutions to those issues.*Consistently received positive feedback from staff in my department, relative to my work style and efforts to communicate clearly and often.

*Managed an employee base of 35-40 individuals, with three separate functional teams. Three Supervisors reported directly to me, and I was responsible for mentoring those employees to become strong leaders and excellent motivators within the organization. *Responsible for the performance of the Enrollment Department, including the annual open-enrollment process, which requires timely processing of open-enrollment data and deadlines for ID card mailings. Also responsible for key measures within the Provider Data team, and the overall performance of the Claim Support team.*Initiated the creation and implementation of a quality program within the Enrollment Department. Developed and implemented a performance management process to address low performers. *Documented the entire Open Enrollment process, including tools used to perform proactive quality audits on annual packets.*Planned and administered the annual budget for all three functional areas.

Manager - Membership & Enrollment:Managed an employee base of 35-40 individuals, with three separate functional teamsThree Supervisors reported directly to me/I provided mentoring to develop them into strong leaders and excellent motivators within the organizationCoached employees and monitored performance of the Enrollment Department, including the annual open-enrollment process, which requires timely processing of open-enrollment data and deadlines for ID card mailingsResponsible for key measures within the Provider Data team, and the overall performance of the Claim Support teamLed initiative for documenting all Enrollment processes and proceduresInitiated the creation and implementation of a quality program within the Enrollment DepartmentDeveloped and implemented a performance management process to address low performersDocumented the entire Open Enrollment process, including tools used to perform proactive quality audits on annual packetsPlanned and administered the annual budget for all three functional areas

Des Moines, Iowa:*Lead and implemented process improvement initiatives based on projects identified by senior management.*Facilitated cross-functional teams, using the FOCUS PDSA process. *Performed a lead role in development of an Internal Job Fair, which provided an opportunity for employees within the company to learn about the roles and responsibilities of each function within the office.*Lead a national initiative for a uniform letter-writing tool, and implemented the program in each office within the United States.

Visalia, California:Customer Service Manager (1996-1997)Quality Training/Auditing Manager (1993-1996)Process Improvement Specialist (1992-1993)Time Study Analyst (1991-1992)Claims Auditor (1990-1991)Team Leader (1989-1990)Claims Processor/Customer Service Specialist (1988-1989)