Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Sheila Brown

Upper Marlboro,MD

Summary

Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

30
30
years of professional experience
1
1
Certification

Work History

Manager HRBP, Disability Consulting

Kaiser Permanente
Rockville, MD
08.2023 - 04.2024
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
  • Resolved conflicts between employees by providing guidance on company policies and procedures.
  • Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Maintained up-to-date records of employee attendance, payroll information, vacation requests.
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Ensured compliance with regulatory requirements and industry standards.
  • Provided leadership during times of organizational change or crisis situations.
  • Analyzed customer feedback data to develop action plans for improving services offered.
  • Scheduled interviews for potential candidates and conducted reference checks prior to hire.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Ensured compliance with all applicable laws, regulations, industry standards.
  • Directed recruitment, hiring, and training of new staff members.
  • Oversaw daily operations, maintaining efficiency and quality standards.
  • Enhanced team morale and retention through recognition programs and career development opportunities.
  • Resolved customer complaints and issues promptly, maintaining a positive brand image.
  • Led a team of 3 employees, ensuring high productivity and excellent customer service.

Director of Human Resources

Kaiser Permanente
Rockville, MD
03.2009 - 08.2023
  • Ensured compliance with federal, state, and local employment laws by monitoring changes in regulations related to human resources management.
  • Provided guidance on labor relations issues, including collective bargaining agreements.
  • Assisted in the preparation of annual budgets related to staffing needs.
  • Maintained confidential records related to personnel files and other sensitive documents.
  • Created a positive work environment by promoting team building initiatives and resolving conflicts between employees.
  • Oversaw payroll processing and conducted wage surveys to ensure competitive compensation packages.
  • Developed and implemented human resources policies, procedures, and best practices.
  • Monitored employee attendance records to ensure adherence to company policies.
  • Developed training programs to improve staff development opportunities.
  • Drafted job descriptions and prepared job postings for open positions.
  • Managed employee benefits programs, such as health insurance, retirement plans, and vacation time.
  • Collaborated with department heads to develop strategies that would increase employee engagement levels.
  • Managed compensation, insurance and vacation days within employee benefits programs.
  • Developed employee orientation and training programs for new hires.
  • Scheduled random drug testing for employees to diminish regularity risks.
  • Created and implemented employee retention strategies.
  • Created staff teams based on employee strengths and made adjustments to promote overall productivity.
  • Assisted in employee recruitment, hiring and interview processes.
  • Aligned HR policies with federal and local regulations.
  • Conducted employee performance reviews and implemented corrective actions to increase productivity.
  • Suggested promotions and wage increases according to employee performance.
  • Helped with employee transfers and referrals.

Human Resources Operations Manager

Kaiser Permanente
Rockville, MD
11.1998 - 03.2009
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
  • Resolved conflicts between employees by providing guidance on company policies and procedures.
  • Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Maintained up-to-date records of employee attendance, payroll information, vacation requests.
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Ensured compliance with regulatory requirements and industry standards.
  • Provided leadership during times of organizational change or crisis situations.
  • Analyzed customer feedback data to develop action plans for improving services offered.
  • Scheduled interviews for potential candidates and conducted reference checks prior to hire.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Ensured compliance with all applicable laws, regulations, industry standards.
  • Established processes to ensure efficient workflow throughout the organization.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Coordinated cross-departmental projects to ensure timely and successful completion.
  • Monitored staff performance and addressed issues.
  • Managed inventory levels to meet demand without overstocking, reducing waste.
  • Developed and implemented strategic plans to achieve company objectives.
  • Oversaw daily operations, maintaining efficiency and quality standards.
  • Enhanced team morale and retention through recognition programs and career development opportunities.
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
  • Resolved customer complaints and issues promptly, maintaining a positive brand image.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Streamlined communication channels, improving information flow and decision-making speed.
  • Conducted performance evaluations, providing feedback and coaching for team development.
  • Trained employees on additional job positions to maintain coverage of roles.
  • Led a team of 12 employees, ensuring high productivity and excellent customer service.
  • Established and monitored KPIs to evaluate performance and identify areas for improvement.
  • Managed annual budgeting and forecasting, optimizing resource allocation.
  • Implemented process improvements, resultingin an increase in operational efficiency.
  • Facilitated team meetings and workshops to foster collaboration and share best practices.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Negotiated contracts and agreements with vendors and suppliers to reduce costs.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Assigned work and monitored performance of project personnel.
  • Recruited and trained new employees to meet job requirements.
  • Created and managed budgets for travel, training, and team-building activities.
  • Delegated work to staff, setting priorities and goals.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Analyzed business performance data and forecasted business results for upper management.
  • Produced thorough, accurate and timely reports of project activities.

Client Services Member Representative

Kaiser Permanente
Silver Spring, MD
08.1994 - 11.1998
  • Analyzed customer feedback data to develop strategies for improving customer satisfaction rates.
  • Monitored incoming emails from clients, responded promptly, and escalated unresolved issues as needed.
  • Developed and maintained relationships with clients, including understanding their needs and concerns.
  • Ensured that all customer inquiries were handled professionally and courteously.
  • Provided customer service to clients by responding to inquiries and resolving issues in a timely manner.
  • Assisted in developing standard operating procedures for providing superior customer service.
  • Investigated customer complaints regarding products or services provided by the company.
  • Maintained an up-to-date knowledge base of product information in order to answer questions quickly and accurately.
  • Assisted clients with onboarding into the company's services.
  • Provided training sessions on how best to use the company's products and services for new customers.
  • Researched potential solutions to resolve complex customer queries.
  • Identified areas of improvement within the client services department and developed solutions to increase efficiency.
  • Encouraged customers to take advantage of promotions offered by the company.
  • Sought out ways to improve processes used in dealing with client requests.
  • Conducted client meetings to discuss progress of projects, address any outstanding issues, and review new opportunities.
  • Maintained accurate records of all interactions with customers in order to provide better future service experiences.
  • Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
  • Greeted incoming customers to provide immediate, friendly and knowledgeable support.
  • Scheduled and confirmed appointments based on customer availability.
  • Presented and explained fees, clearly clarifying invoices and company policies.
  • Resolved contract and billing system inconsistencies, identifying discrepancies and requesting corrections.
  • Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
  • Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
  • Promoted client satisfaction by working with operational teams in proper resolution of service issues.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.
  • Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
  • Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Mentored junior team members and managed employee relationships.

Education

High School Diploma -

Howard D Woodson High School
Washington, DC
06-1986

Some College (No Degree) - Business Administration

University of Maryland - Eastern Shore
Princess Anne, MD

Skills

  • Business Development
  • Marketing
  • Financial Management
  • Expense Tracking
  • Integrated Disability Management (IDM) reasonable accommodations- ADA, FMLA, Transitional Work Program, Fit for Duty, Worker's Comp, Medical Leave
  • Workplace Safety
  • Case Management Escalations
  • Developed Integrated Disability Management Material and Training Sessions to Senior Leadership
  • Worked closely with stakeholders, union leaders and disability and benefits vendors
  • Improved retention for current and potential employees via medical and/or religious accommodations
  • Developed weekly huddle cards to share with management and employees on what IDM offers and how to initiate our serves
  • Offboarding collaboration with employees leaving the organization due to a disability

Certification

  • Member of the Society of Human Resources Management (SHRM)
  • Member of the Disability Management Employer Coalition (DMEC)

Timeline

Manager HRBP, Disability Consulting

Kaiser Permanente
08.2023 - 04.2024

Director of Human Resources

Kaiser Permanente
03.2009 - 08.2023

Human Resources Operations Manager

Kaiser Permanente
11.1998 - 03.2009

Client Services Member Representative

Kaiser Permanente
08.1994 - 11.1998

High School Diploma -

Howard D Woodson High School

Some College (No Degree) - Business Administration

University of Maryland - Eastern Shore

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Sheila Brown