Kimberly Lance
Fletcher,NC
Summary
Dynamic support professional with extensive managerial experience, adept at efficiently addressing customer inquiries and resolving technical issues. Recognized for fostering a collaborative team environment while consistently achieving exceptional results. Reliable and adaptable, with strong skills in conflict resolution and team building to enhance overall performance and customer satisfaction. Committed to driving success through effective communication and a proactive approach to problem-solving.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Workforce Support Manager
Avery Dennison (Purchased Smartrac)
09.2024 - Current
- Pioneered the transition to a centralized Human Resources service delivery model utilizing the ServiceNow platform, enabling efficient support for daily HR operations.
- Directed a team of four Human Resources professionals, providing comprehensive support to over 1,200 employees across the United States.
- Spearheaded the design and rollout of new team processes, resulting in the development and implementation of standardized operating procedures (SOPs).
- Oversaw human resources relations, compliance, internal audits, and complex employee investigations.
- Delivered strategic HR advisory and consultation services to Plant Managers, influencing site-level operational decisions.
- A global RFID Manufacturing Company with a global footprint in China, Malaysia, Germany, Finland, and the United States.
Human Resources Leadership (Director & Manager)
Avery Dennison (Purchased Smartrac)
02.2016 - 09.2024
- Managed and directed all Human Resources functions for the Fletcher Manufacturing Location, while simultaneously providing strategic HR support for professional roles nationwide across Customer Service, Engineering, Sales, and New Product Development.
- Collaborated closely with the Talent Management Team to drive the successful sourcing and placement of professional-level talent throughout the organization.
- Led full-cycle talent acquisition for the manufacturing site, including direct responsibility for all hourly recruiting to ensure consistent fulfillment of critical staffing requirements.
- Partnered with the senior leadership team to strategically revamp the employee shift schedule, establishing a key competitive advantage over local manufacturers.
- Negotiated annual benefit agreements with providers and oversaw benefit administration for over 125 exempt and nonexempt employees.
- Implemented Paycor to fully automate the Human Resources function with a paperless solution for onboarding, E-Verify, applicant tracking, benefit enrollment, compensation statements, and payroll.
- Created and trained management on the progressive disciplinary process, providing best practices, documented procedures, and templates.
- A global RFID Manufacturing Company with a global footprint in China, Malaysia, Germany, Finland, and the United States.
Human Resource Manager
Multi Packaging Solutions
06.2015 - 01.2016
- Responsible for the HR function for over 200 employees and 30 contract workers in the East Flat Rock location.
- Served as the HR strategic partner for the remote office, supporting and strategizing with on-site management.
- Directly managed the full-cycle recruiting, employer branding, and new hire onboarding functions.
- Aligned HR goals and strategy to directly support overall business objectives.
- International printing company providing packaging services for pharmaceutical and home entertainment.
Supervisor Customer Service
EMDEON (Formerly eRx Network)
11.2014 - 06.2015
- Supervised the Customer Service team, ensuring proper staffing, training, and adherence to service levels.
- Created functional teams to improve processes, procedures, mentoring, and team morale.
- Removed single points of failure by assigning tasks to cross-functional teams instead of individuals.
- Monitored agents' key performance indicators (KPIs) and customer service level agreements.
- Leading provider of revenue and payment cycle management and clinical information exchange solutions in the U.S. healthcare system.
HR Generalist
EMDEON (Formerly eRx Network)
07.2009 - 11.2014
- Actively coached the management team on employee relations issues, including performance management, promotion/progression, and corrective action protocol.
- Responsible for 53% of the recruiting efforts in 2014 for the Pharmacy Services Division.
- Designed and implemented the new employee onboarding process.
- Negotiated approximately 50 salary offers annually at both exempt and nonexempt levels.
- Drove HR policy, process, and practices to ensure effective execution and compliance with corporate policies.
- Leading provider of revenue and payment cycle management and clinical information exchange solutions in the U.S. healthcare system.
Human Resource Manager
eRx Network (Acquired by Emdeon 7/1/09)
10.2006 - 07.2009
- Key Role in Acquisition: Played a key role in ensuring the smooth acquisition and transition of eRx Network to Emdeon, including reviewing all policies, benefits, and pay practices, and communicating concerns directly to the executive team.
- Created the Human Resource department for a small, rapidly growing start-up company, including the creation of all HR policies, practices, and the first employee handbook.
- Revised job descriptions across all levels and 25+ categories following in-depth interviews with managers and employees.
- Developed and implemented a new hire and benefit orientation program and metrics to evaluate employee retention.
Education
Certificate Program - Human Resources
Villanova University
Associate of Science - Business Administration
Orlando College
Skills
- Technical support expertise
- Effective team collaboration
- Effective problem resolution
- Troubleshooting and technical guidance
Certification
HR Certification from Villanova University
Timeline
Workforce Support Manager
Avery Dennison (Purchased Smartrac)
09.2024 - Current
Human Resources Leadership (Director & Manager)
Avery Dennison (Purchased Smartrac)
02.2016 - 09.2024
Human Resource Manager
Multi Packaging Solutions
06.2015 - 01.2016
Supervisor Customer Service
EMDEON (Formerly eRx Network)
11.2014 - 06.2015
HR Generalist
EMDEON (Formerly eRx Network)
07.2009 - 11.2014
Human Resource Manager
eRx Network (Acquired by Emdeon 7/1/09)
10.2006 - 07.2009
Associate of Science - Business Administration
Orlando College
Certificate Program - Human Resources
Villanova University