► Advise client management on employee relations and compliance, reducing legal risks and enhancing workplace harmony.► Collaborate with clients to align HR strategies with business goals, optimizing workforce performance and driving organizational success.► Manage and resolve complex employee relations issues, fostering a positive culture and reducing turnover.► Deliver performance management guidance, including conflict resolution and coaching, leading to improved productivity and employee engagement.► Provide tailored HR policy guidance and best practice recommendations, enhancing operational efficiency and consistency.► Analyze workforce trends to develop innovative solutions, ensuring compliance and minimizing potential liabilities.► Cultivate strong client relationships to deliver personalized, value-added HR services, enhancing satisfaction and loyalty.► Manage a diverse book of business to ensure high client satisfaction and retention, contributing to stable revenue streams.► Coordinate efficient onboarding and offboarding processes, improving employee experience and maintaining workforce continuity.► Support accurate payroll processing and benefits administration, fostering trust and enhancing overall job satisfaction among employees.

Serve as an executive visionary, culture champion, and transformation catalyst, driving a collaborative workplace culture shift that promotes inclusivity, nurtures emerging leaders, and embraces 'people first' values. Successfully revamped people operations from an ineffective, outdated model to one that prioritizes employee well-being, growth, and engagement.HCM is a growing $7M outsourced healthcare revenue cycle partner with 80+ remote associates in 14 states.► Responsible for executing talent management strategies and leading all aspects of People Operations, Culture, and the Employee Lifecycle; including Attraction, Recruitment, Onboarding, Development, Retention, and Separation.► Serve as trusted mentor, advisor, and advocate for operational directors, mid-level leaders, and front-line associates.► Provide strategic direction, leadership and support for human resources, payroll, talent acquisition, and professional development► Provide strategic direction and execute on initiatives for creating positive remote-based culture and great place to work► Executive sponsor and coordinator for leadership development partner, trueU (www.trueU.com)► Project leader for PEO initiative with Insperity► Innovator and process architect for improved call center operations, management, and performance► Innovator and process architect for improved use of social media to build and grow employer brandNotable Accomplishments in the areas of:1. Strategic HR Leadership2. Talent Acquisition and Retention3. Employee Engagement and Culture4. Compliance and Employee Relations5. Learning and Development6. Payroll, Compensation, and Benefits7. HR Technology8. Performance Management9. Organizational Development10. Employer Branding11. Employee and Corporate Communication

Healthcare Claims Management | http://hcmar.com/ ► Introduced contact center workforce management practices and processes ► Removed dependency on temp-to-hire staffing saving organization over $250k annually in agency fees. ► Implemented cloud-based applicant tracking solution. ► Increased candidates in applicant pool by 1000%. ► Reduced employee turnover by over 14%.Other Client Engagements and Projects include: ► Hendricks Regional Health | hendricks.org ► School City of Mishawaka | http://scm.mishawaka.k12.in.us/ ► Stratice Healthcare | http://edmeplus.com/ ► Expedite Healthcare | http://www.expeditehealthcare.com/

► Provided strategic direction, leadership and support for health system’s multiple contact centers including consumer marketing line, provider referral line and 24/7/365 nurse advice lines and physician answering service► Provided strategic direction, leadership and support for health system’s physician marketing and referral development team► Researched, developed and executed the strategic physician relationship marketing plan for $3B health system► Developed extensive training program for physician liaison team which included monthly class sessions and mentoring► Trained and managed daily activities of 8 physician liaisons charged with developing state-wide referral relationships► Responsible for combined departmental budgets totaling over $3M in annual expenses► Managed annual physician meeting, marketing event and CME expenditures of over $500k► Served as facilitator and mentor in hospital’s leadership development training program; Building the B.E.S.T► Served as co-chair of service excellence training committee that was charged with developing enterprise-wide customer service training curriculum and logistics► Conceived, assembled and facilitated CMO insight panel of system’s most influential physicians► Directed annual printing and distribution of Provider Directory containing information on 2,000 providers► Executive producer of video used by Chief Strategy Officer to recruit new partners, facilities and physicians► Thought leader behind annual State of the System address and Provider Relations Summit► Developed and managed the execution of strategic marketing events targeted at referring providers► Championed and managed consolidation of email marketing and online event registration platforms► Conceived and managed design, build and launch of www.stvincent.org/mdevents website► Served as lead process architect for nurse-supported inbound inter-facility patient transfer queue; ONECall Transfer

► Provided strategic direction, leadership for customer service department of outsource provider of marketing logistics and fulfillment services► Directed and developed department of 8 project coordinators all who serviced Fortune 1000 clients► Directed staffing activities including talent acquisition, cross-training and career-pathing► Presented information to employees, executives, current and prospective clients.► Conducted regular satisfaction meetings and surveys with top clients► Managed aspects of select projects such as new business transitions and ISO 9000 certification

► Provided strategic direction, leadership and support for outsourced help-desk call center and national deployment► Directed and developed 2 managers, 1 resource coordinator, 8 analysts and 8 deployment technicians► Directed staffing strategy including forecasting, talent acquisition, cross-training and scheduling► Ensured effective communication and process alignment with product training teams and facilitators► Consulted current and prospective customers on viable outsourcing call center solutions► Assisted and consulted on all call-center design and development projects ► Responsible for design, planning and construction 2 state-of-the-art contact centers; one for a Fortune 5► Authored extensive, detailed service contract and scope of work documents for outsourcing agreement

►Provided strategic direction, leadership and support for Customer Service including call center, credit & collections, Carrier/Logistics support, and Complaint teams►Directed and developed 3 managers, 4 supervisors, 3 coordinators, and 30 representatives ►Developed and implemented staffing model to answer 80% of calls within 20 seconds with a 5% abandoned rate►Directed staffing activities including forecasting, recruiting, interviewing, hiring, cross-training and scheduling►Consulted prospective customers on viable outsourcing call center solutions►Responsible for talent acquisition from initial screening to offer►Assisted and advised ongoing e-commerce and call-center development projects ►Conceived, developed and implemented plan combining queues that improved service and reduced costs►Conducted in-depth salary survey and job grading project

►Provided strategic direction and leadership for Customer Operations including call center, top 100 team and order processing►Established and implemented systems to monitor, measure, and report on quality assurance►Partnered and collaborated with functional teams across the organization and regional offices►Managed relationships with executives, customers, vendors/partners as well as subcontractors.►Responsible for talent acquisition from initial screening to offer.►Directed and developed 4 supervisors, 1 trainer, 48 representatives and 1 departmental clerk►Created and developed departmental trainer role and supporting programs►Developed and maintained staffing model to answer 80% of calls within 20 seconds►Created and managed unit of expert agents focused on the top 100 revenue producing customers►Maintained low agent turnover through improved hiring, positive motivation and career pathing►Conceived and implemented plan combining 2 queues that improved service and reduced costs

►Provided strategic direction, leadership and support for in-bound call center►Directed and developed 3 supervisors, 26 agents, 2 switchboard operators and 1 clerk►Served as customer service consultant to home office in Lawrenceville, Illinois►Managed call traffic, routing and service levels between queues in multiple locations/time-zones►Managed labor, schedules and service levels based on forecasted call volumes and arrival patterns►Directed the agent satisfaction and recognition committee►Developed and facilitated quality monitoring and coaching training for supervisors and mangers►Facilitated customer service training for agents and supervisors►Provided feedback to agents and supervisors in one-on-one coaching sessions►Consulted supervisors on talent acquisition, performance, development and career pathing►Ensured quality monitoring process continued and evolved►Conducted customer satisfaction surveys►Worked closely with Human Resources recruiters on talent acquisition►Produced and circulated quarterly quality service newsletter

►Responsible for monitoring and improving overall quality of service interactions for in-bound call center►Established and implemented systems to monitor, measure, and report on quality assurance►Developed and facilitated quality monitoring and coaching training for supervisors and mangers►Enhanced and facilitated customer service training for agents and supervisors►Ensured effective communication and process alignment with product training teams and facilitators►Served as customer service consultant to home office in Lawrenceville, Illinois►Facilitated service meetings and focus groups then followed-up with recommendations►Performed quality monitoring and tracked progress of over 70 customer service and claims agents►Provided feedback to agents and supervisors in one-on-one coaching sessions►Consulted supervisors on talent acquisition, performance, development and career pathing►Produced and circulated monthly quality service newsletter for agents and supervisors

►Generated repeat business by developing relationships with corporate clients►Negotiated contracts and developed relationships with travel agents and meeting planners►Managed top producer/loyalty club including tracking, recognition, events and newsletters►Negotiated rates and event packages with high volume corporate clients and travel agents►Assisted and advised clients on all aspects of their hotel and catering needs►Acquired new corporate clients and meeting business in highly competitive market

►Developed front-line employees into empowered decision makers►Facilitated customer service training for all hotel managers and front-line employees►Developed and facilitated departmental and systems training for guest services staff►Recruited employees for all departments from local colleges and trade schools►Responsible for departmental interviewing, hiring, training, and performance evaluations►Responsible for departmental budgets and monthly/annual profit and loss statements►Managed 24/7 front desk operations and staff of 8 including night audit and reservations