Steven Garlick
Human Resources Leader
North Salt Lake,UT
Summary
Results-driven Human Resources Director with extensive experience in sales and service management. A proven leader with a track record of successful collaboration and project management to drive business objectives.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Certificate
Work History
Director of Human Resources
Forward Health LLC
Salt Lake City, UT
5 2022 - Current
- Successfully navigated multiple HRIS systems, such as Paylocity, Gusto, and ADP.
- Merged 15 entities under the parent company in over 20+ states.
- Created a comprehensive benefits strategy catering to diverse employee needs.
- Created the first company-wide handbook for consistency and alignment among all employees.
- Oversaw recruiting, talent management, and payroll operations
- Managed leaves and employment laws for multiple states to ensure compliance and mitigate risks.
- Helped the company grow from start-up to over 200+ employees.
- Collaborated with various departments and executive teams to develop and implement HR strategies aligning with overall business goals. Passionate about creating a positive work environment fostering employee engagement and productivity.
People Operations Manager
Choice Medical
Salt Lake City, UT
01.2020 - 05.2022
- We created a new Customer Service flow and process that increased our answer rate from 65% to 92% within the first month of joining the company.
- Helped lead the Intake Sales department through company record sales and profit growth over Q1 (3.5m) to Q2 (4.5m) in 2020.
- I helped develop processes such as new hire and product training to maintain growth throughout COVID-19, during which our entire workforce went remote.
- Oversaw and built out all leadership and new hire training that helped improve our employee retention from 64% to 98% during an employee's first 90 days.
- During my time, we built our Customer Service and Sales processes, including KPI metrics such as Repeat Rate, CSAT, NPS, First Call Resolution, and Quality Assurance Scoring.
Specialize Service Manager
Wayfair
Ogden, UT
09.2018 - 01.2020
- Assisted a team of 12-18 service supervisors, each supporting over 200 sales and services consultants.
- Developed personalized training material weekly based on feedback from Quality Assurance, Net Promoter Scores, and CSAT comments, resulting in increased Customer Satisfaction from 3.9 to 4.4 (on a 5.0 scale).
- Achieved top CARE team manager status with an employee NPS of 4.8 in Q3 and 4.9 in Q4 of 2019.
- My team ranked as the top-performing service manager at the Ogden, UT site in Q1 (2nd out of 125 teams nationwide) and Q2 (7th out of 130 teams nationwide) during 2019 before transitioning to developing the specialized service team.
- Led employee engagement projects across the site, resulting in improved site employee NPS and the highest quarterly employee NPS scores within the service team.
- Recruited, interviewed, and recommended candidates for department positions and other leadership roles.
Education
Bachelor of Science - Sports Management
Grand Canyon University
Phoenix, AZ 01.2016 - 04.2020
Skills
Employee Relations
Benefits Administration
Organizational Development
Recruitment strategy
Company organization
Payroll Administration
Training development
Leadership Development
Employee Handbook Development
Human Resource Management Software HRMS
Timeline
SHRM-CP Certified Professional (Pending)
06-2024
People Operations Manager
Choice Medical
01.2020 - 05.2022
Specialize Service Manager
Wayfair
09.2018 - 01.2020
Bachelor of Science - Sports Management
Grand Canyon University
01.2016 - 04.2020
Director of Human Resources
Forward Health LLC
5 2022 - Current
Certification
SHRM-CP Certified Professional (Pending)