Melissa Taylor
Summary
Proactive, results-oriented Human Resources Manager with experience in conflict resolution, policy development, interpretation and administration. Ability to manage, and motivate direct/indirect reports in accordance with the organization’s strategic plan. Expertise in compliance with employment law / regulations and investigations of employee grievances. Knowledge of HRIS systems including Workday and case management utilizing Service Now. Excellent consultative, employee relations, progressive discipline, communication and relationship-building skills.
Overview
16
16
years of professional experience
Work History
People Services Team Leader
NISC
Lake St. Louis, Missouri
04.2018 - Current
- Work closely with internal stakeholders, including members of management and communications staff, as well as recruiting and organizational development staff within the People Services Division
- Manage Employee Relations across the organization along with a team of 6 direct reports
- Set meaningful objectives for team members and assist them to prioritize tasks
- Coach team members to ensure their professional development
- Identify, monitor, evaluate and regularly report key HR metrics
- Assist division Chief People Officer to develop progressive, innovative, and metrics-based employee benefits, performance, and engagement strategies
- Demonstrate and ensure team commitment to NISC Shared Values and culture, adopting the highest service standard for team members in all internal and external interactions
- Select high-performance team members and create high level of team spirit and engagement
- Coordinate with legal team to provide regular compliance training and to investigate any reports of discrimination or harassment in the workplace
- Establish and train team to follow effective HR procedures for all areas of responsibility
- Regularly assess team member performance and constructive feedback to support continuous growth of team members
- Coach employees and leaders with Employee Relations issue including progressive discipline
- Strategy planning with leaders to forecast staff growth
- Conduct leadership networking events
- Strong delegation, prioritization, coaching, and feedback delivery
- Organize and manage multiple priorities within critical deadlines
- Manage the day-to-day operations of a team engaged in a high volume of work
- Deliver coaching sessions while practicing Situational Leadership
- Certified in Predictive Index as a PI Practitioner.
HR Service Center Manager
Express Scripts
St. Louis, Missouri
01.2009 - 04.2018
- Support inquiries of 30,000+ employees including leaders and the HR team across the company to manage a consistent message and centralized process to increase efficiencies while contributing to lower cost service delivery
- Directly managing a team of 13 HR Service Center representatives including Sr/Lead Representatives
- Conduct hiring, terminations – volunteer and in volunteer, coaching & developing, evaluation of staffing needs, team’s adherence to corporate employment policies, plan and direct project workflow and assignments, performance management, managing escalated issues and quality reviews
- Analyzed and improved training enabling team to decrease problem resolution from 7 days to 1 and improve the customer experience
- Consistently maintain an average of 98% on all call and case audit reviews for the HR Service Center
- Maintain monthly company survey results for the HR Service center of 4.8 out of 5
- Deliver monthly 1:1’s with team
- Partnered with Workflow Excellence to develop Written Case Scorecards to be used in monthly Audits
- Perform monthly Call quality reviews with HRSC Representatives while coaching and developing
- Assure best practices are in place to provide one call resolution and good Customer Experiences
- Own bi-weekly Communication meetings with a variety of HR Partners to assure the Service Center is aware of Companywide initiatives that could create call and case volume
- Joint responsibility with HR Service Center Sr Management team in achieving departmental goals and performance metrics, as well as maintaining a positive, engaging culture with high employee engagement
- Point of contact for employees, leaders and internal HR and benefit vendors
- Assist employees in clarifying, interpreting and communication company information around policies, practices and programs
- Partner with Tier II and Tier III HR colleagues to advise of trends and areas of opportunity
- Responsible for compiling daily performance metrics to facilitate daily team huddles as well as training for the HRSC team
- Develop training needs; facilitate training with the partners from intake to delivery
- Complete Data Analytics to deliver monthly during Ops Reviews to Senior HR Leadership
- Analyze call and case volume trends to manage staffing needs and to assure proper processes are in place
- Identify trends, triage the issue and come up with result driven decisions used to create or update processes and procedures.
HR Service Sr. Supervisor
Express Scripts
St. Louis, Missouri
01.2015 - 01.2016
- Served in a lead role responsible for responding to HR inquiries
- Point of contact for employees, leaders and internal HR and benefit vendors
- Assisted employees in clarifying, interpreting and communicating company information around policies, practices and programs
- Used technology to gather information, document issues and note resolution status
- Researched and resolved issues in a timely manner
- Took initiatives for process improvement efforts.
Senior HR Assistant – Pharmacy Operations
Express Scripts
St. Louis, Missouri
01.2014 - 01.2015
- Provide Employee Relations support across 3 local sites over 2500 employee’s
- Deliver employee terminations including writing and presenting termination summaries
- Conducted Human Resources Investigations
- Manage reasonable suspicion cases as it relates to substance abuse
- Conduct sessions for various VOE groups (Voice of Employee)
- Coach leaders and employees on performance management.
Senior HR Assistant – HRIS / Workforce Planning
Express Scripts
St. Louis, Missouri
01.2010 - 01.2014
- Process RIF’s from start to finish including processing intakes, scheduling legal reviews, entering A/C/D’s in the RIF Tool, managing scheduling templates, compiling and providing data to security and IT managers
- Develop new processes to effectively and efficiently handle signed release agreements
- Other processes include IT and badge shut down for same day releases
- Lead weekly resolution calls with AON Hewitt to identify and implement improvements
- Research RIF data and provide solutions to RIF issues
- Compile monthly reports to manually terminate legacy Medco employee’s benefits and work directly with ADP to ensure benefits are turned off at the appropriate time of termination
- Review payroll issues involving severance pay and provide resolution to Payroll utilizing eTime and Workday.
Accounting Assistant III – Finance Accounts Receivables
Express Scripts
St. Louis, Missouri
01.2009 - 01.2010
- Improved customer retention by completing project to transform customer remittance into Excel files
- Reduced cash on account and paid worker’s compensation claims
- Completed project far ahead of expectations
- Participated in cash management project to reconcile $15 million unapplied cash receipts
- Provided input to develop new cash management tool that assisted in improving cash application.
Corporate Trainer
WorldCom
St. Louis
- Facilitate training courses that run from one to six-weeks with 15-20 new hires in each class
- Create and maintain training materials
- Meet with senior management to determine training needs for existing employees and new hires
- Compile tests used to measure employee’s progress while in training
- Maintain records including test scores; review scores as well as attendance and any behavior trends.
Education
Masters - Human Resources Management -
Lindenwood University
Saint Charles, Missouri05.2016
Bachelor of Science - Business Administration -
Lindenwood University
Saint Charles, Missouri12.2014
Skills
- Conflict resolution
- Policy development
- Interpretation and administration
- Managing and motivating direct/indirect reports
- Compliance with employment law/regulations
- Employee grievance investigations
- HRIS systems (Workday)
- Case management (Service Now)
- Consultative skills
- Employee relations
- Progressive discipline
- Communication skills
- Relationship-building skills
- Key HR metrics monitoring and evaluation
- Employee benefits, performance, and engagement strategies development
- NISC Shared Values and culture adoption
- Team building and engagement
- Compliance training
- Effective HR procedures implementation
- Performance assessment and feedback delivery
- Employee relations issue coaching
- Strategy planning for staff growth
- Leadership networking events coordination
- Delegation and prioritization
- Coaching and feedback delivery
- Project management
- Situational Leadership
- Predictive Index (PI) certification
- HR service center management
- Process improvement
- Training and development
- Customer service
- Data analytics
- Staffing management
- Process and procedure development
- Employee termination
- Human resources investigations
- Substance abuse management
- Performance management coaching
- RIF (Reduction in Force) process management
- Payroll issue resolution
- Finance accounts receivables
- Cash management
- Corporate training
- Training material development
- Training needs assessment
- Record keeping
- Test development and evaluation
Timeline
People Services Team Leader
NISC
04.2018 - Current
HR Service Sr. Supervisor
Express Scripts
01.2015 - 01.2016
Senior HR Assistant – Pharmacy Operations
Express Scripts
01.2014 - 01.2015
Senior HR Assistant – HRIS / Workforce Planning
Express Scripts
01.2010 - 01.2014
HR Service Center Manager
Express Scripts
01.2009 - 04.2018
Accounting Assistant III – Finance Accounts Receivables
Express Scripts
01.2009 - 01.2010
Corporate Trainer
WorldCom
Masters - Human Resources Management -
Lindenwood University
Bachelor of Science - Business Administration -
Lindenwood University
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