Hillary Williams Bourdon
Orlando,FL
Summary
Dedicated cross-functional leader specializing in business process improvement; adaptable and dynamic thought partner with a demonstrated ability to manage shifting priorities and demands; fifteen years experience building, training, and leading high performing teams; four years experience using advanced data techniques to extract and compile executive-level reporting
Overview
17
17
years of professional experience
Work History
Business Process & Data Analyst
Charter Communications, Inc.
01.2020 - Current
- Work with business intelligence software and various reports to glean insights into trends, potential process improvements, and incentive payouts
- Extract and interpret data patterns to translate findings into actionable outcomes
- Produce data visualization tools to effectively communicate business insights
- Collaborate with cross-functional teams to ensure data integrity and accuracy, resulting in better-informed decisions
- Perform root-cause analysis on recurring issues within existing processes, identifying solutions that addressed underlying causes effectively.
- Provide ongoing support to team members during transition periods following process updates, minimizing disruption and maintaining productivity levels.
Supervisor
Charter Communications, Inc.
10.2015 - 01.2020
- Oversee the research and compilation of account information in response to litigation and regulatory requests from Charter Corporate in-house counsel
- Managed daily operations of the department, ensuring smooth workflow and timely completion of tasks
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs
- Monitored workflow to improve employee time management and increase productivity
- Evaluated employee performance and coached and trained to improve weak areas
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members
Workers’ Compensation Claims Examiner
Sedgwick Claims Management Services, Inc
08.2014 - 10.2015
- Investigated and adjudicated work-related injuries for Delta Airlines while answering inbound calls from injured workers to help provide support with their claims
- Determined compensability, set reserve values, develop and continually evaluate action plans with end goal being a timely resolution while simultaneously using appropriate cost containment techniques
- Maintained professional communication with claimants, client, and management during life of claim
- Managed high volume caseloads, prioritizing tasks to meet strict deadlines while maintaining attention to detail
- Conducted comprehensive reviews of complex applications, ensuring all necessary documentation was obtained before rendering a decision
- Ensured compliance with relevant laws, policies, and procedures throughout the examination process
Workers’ Compensation Human Resources Specialist
Lithia Motors, Inc
05.2011 - 05.2014
- Managed all aspects of investigating, reporting and monitoring work-related injuries for over 100 locations and 5,000 employees
- Prepared loss run reports to identify high cost, fraudulent claims and determine root cause analysis on injury types
- Engaged in l
- Ensured compliance with federal, state, and local labor laws through regular audits and policy updates.
- Partnered with executive leadership, in-house counsel and third party litigation teams to investigate complex, high risk injury claims
- Collaborated with Safety Specialists, Safety Committee Chairpersons, Loss Control consultants in creating accident prevention materials for store leadership
- Assist stores with maintaining accident records for OSHA and state compliance regulations
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations
Supervisor
Bright House Networks
02.2007 - 12.2010
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements
- Collaborated with other departments to address recurring customer concerns, improving overall service quality
Education
Bachelor of Arts - History
University of Georgia
Athens, GACertificates in Workers’ Comp, HR, Employment Law -
Southern Oregon University
Certificates in Principles of Supervision, Operations Center Technical Support, -
Jones/NCTI
Skills
Business process analysis, report building and presentations, procedure development, executive escalations, change management, event management, performance management, workforce management, leadership development, human resources, employee relations, conflict resolution, coaching/counseling, training, call center management, risk management
Proficiencies in Office 365 including PowerPoint, Excel Power Query Power Pivot, SharePoint design & site administration, OneNote; Aqua Data, MicroStrategy BI, SmartSheet, Tableau, SQL Server Management Studio, SalesForce, Google Workspace, Serengeti Legal Tracker
Additional Information
The Ken Blanchard Companies – Situational Leadership II, The Myers & Briggs Foundation – MBTI (ISTJ), Clifton – StrengthsFinder, Member (Former Chair), Call Center Operations Safety Committee
Timeline
Business Process & Data Analyst
Charter Communications, Inc.
01.2020 - Current
Supervisor
Charter Communications, Inc.
10.2015 - 01.2020
Workers’ Compensation Claims Examiner
Sedgwick Claims Management Services, Inc
08.2014 - 10.2015
Workers’ Compensation Human Resources Specialist
Lithia Motors, Inc
05.2011 - 05.2014
Supervisor
Bright House Networks
02.2007 - 12.2010
Bachelor of Arts - History
University of Georgia
Certificates in Workers’ Comp, HR, Employment Law -
Southern Oregon University
Certificates in Principles of Supervision, Operations Center Technical Support, -
Jones/NCTI
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