·   Participated in analysis discussions to ensure the provision requirements match the technical specifications for clients in ongoing delivery.

·   Provided subject matter expertise, to client team, and supporting services on plan provisions and ongoing processing concepts for clients in ongoing delivery.

·   Served as primary resource to client, client team, and supporting services in the translation of requirements.

·   Identify, communicate and implement risk mitigation plans associated with projects.

·   Interface with technical team members to identify solution feasibility.

·   Supervised the daily activities of three Production Department teams ensuring all scheduled processing, special requests and all other related work is performed in accordance with established quality and accuracy standards to meet scheduled client delivery commitments.

·   Partnered with peers and Operations Manager to establish clearly defined department procedures and processing methods to efficiently and accurately meet daily production goals. Workload balancing of assignments for work for the most efficient use of personnel and equipment.

·   Responsible for hiring, terminations and disciplinary actions as required.

·   Ensured ongoing service met client expectations and was in line with ADP’s standards and procedures.

·   Responsible for BP/QA training materials for Open Enrollment. Determined theme, curriculum and schedule.  Delivered training to more than 50 associates in a short time-frame.

·   Involved in budget decision making as it related to staffing and retention.

·   Proficiency in time management, organization and large scale project management.

·   Responsible for successfully transitioning new clients from Implementation to Operations. Created a transition process and standards still used today by ADP.  Directly managed team performing transition duties.

·   Coordinated commitments with shared team resources.

·   Responsible for concept, testing, documentation, training and promotion of software application for the entire department.  This tool realized a 25% efficiency gain in the department.

·   Participated in decision-making process and collaborated with cross-functional resources within Operations to help resolve client issues/concerns.

·   Involved with process improvements in an effort to ensure client satisfaction.

Benefit Center HR SupervisorDecember 1999 – December 2004

Intermountain Health Care

·   Centralized Benefit support for approximately 25,000 employees. This involved hiring new team members, creating processes and procedures for data entry and also management of the phone system.

·   Supervised the daily activities of team members ensuring minimal processing discrepancies and appropriate interpretation of IHC Policy and Federal/State guidelines regarding the administration of employee Health & Welfare Benefits.

·   Ensured operational processes and customer service standards were audited, met and tracked.

·   Supervised the research activities to determine occurrences leading to an appeal of adverse benefit determination. Also, researched prepared and responded to cases heard by the Benefit Determination Committee. Served as Chair of the committee.

·   Developed training, processes and instructional materials for team members for on-line publication.

·   Worked with internal and external partners to ensure communication, technological and other requirements were met.

·   Provided daily supervision and support to the Benefit Center Team. This involved training on IHC’s Oracle system, policies/procedures, and phone etiquette, and IHC Mission, Vision and Values.

·   Trained managers how to utilize new  HR on-line tools, examples include making changes to employee pay, working hours and other demographic data in which they were currently using paper (the goal of both of these projects was to become a paperless company).

Education/Training

·   Salt Lake Community College (Business Management) - Currently attending

·   Graduate of Kearns High School

·   Microsoft Office (Excel, Word, PowerPoint, Outlook)

·   HR Oracle Systems Training

·   Human Resource Management Training through USU

·   Crucial Conversations Certification

·   Supervisory Training/ Leadership as a Coach certification

·   Employment Law Training (ADA, EEO, etc.)

·   COBRA, HIPAA, FMLA/LOA Training

·   Compliance Certification

·   Member of SHRM

Analyzed, assigned, attained, authorized, chaired, delegated, developed, directed, eliminated, emphasized, enforced, enhanced, executed, improved, incorporated, increased, initiated, motivated, organized, prioritized, produced, recommended, streamlined, strengthened, compiled, corresponded, distributed, executed, filed, generated, implemented, incorporated, maintained, monitored, obtained, organized, prepared, processed, provided, purchased, responded, reviewed, scheduled, screened, set up, submitted, supplied, Standardized, systematized, updated, validated, verified, achieved, completed, expanded, exceeded, improved, pioneered, reduced (losses), resolved (issues), spearheaded, succeeded, surpassed, transformed, adapted, advocated, answered, arranged, assessed, assisted, clarified, coached, collaborated, contributed, cooperated, counseled, demonstrated, diagnosed, educated, encouraged, ensured, Expedited, facilitated, guided, helped, insured, motivated, provided, referred, rehabilitated, presented, resolved, simplified, supplied, supported, volunteered.