THERESA STOPHA
Land O' Lakes,FL
Summary
Experienced Human Resources Business Partner with proven skills offering an extensive background in operations, employee relations, strategic HR planning, performance management, recruiting planning business strategies, integrating policies, and improving performance in diverse areas. Adept at partnering with senior leadership to align HR strategies with business goals. Proven track record in driving organizational change and enhancing workforce productivity. Recognized for innovative HR solutions that have resulted in significant cost savings for the organizations.
Overview
35
35
years of professional experience
Work History
Human Resources Business Partner
Saint Leo University
, FL
10.2021 - Current
- Analyzes trends and metrics in partnership with the HR group to develop solutions, programs, and policies
- Developed, implemented, and monitored HR programs such as recruitment, onboarding, training, compensation, and benefits.
- Guided organizational policies and procedures to ensure compliance with applicable laws and regulations.
- Assisted in the development of succession planning initiatives for key positions within the organization.
- Coached managers on best practices for effective management of their teams.
- Collaborated with senior leadership to develop strategic plans to support business objectives.
- Analyzed data from surveys and other sources to identify trends in employee engagement and satisfaction.
- Facilitated resolution of conflicts between employees through mediation or alternative dispute resolution techniques.
- Advised supervisors on appropriate disciplinary action according to company policy when necessary.
- Participated in investigations into complaints of workplace harassment or discrimination.
- Maintained accurate records related to personnel activities such as hiring, terminations, promotions, leaves of absence.
- Conducted exit interviews with departing employees to understand reasons for leaving the company.
- Reviewed job descriptions regularly for accuracy and relevance to current roles within the organization.
Enrollment Counselor
Saint Leo University
Tampa, FL
08.2019 - 10.2022
- Student-centered and driven by the need to help others achieve their educational goals
- Assist students in finding the right program by reaching out to new and prospective online students by implementing a phone contact strategy that includes but is not limited to 100+ dials and 3+ hours of talk time per day.
- Be responsible for introducing new students to the online classroom environment while maintaining outstanding attention to detail through accuracy and follow-up in student databases and Excel spreadsheets.
- Meet department goals for phone productivity, applicant contact, enrollment targets, withdrawal rates, call quality, customer satisfaction, customer loyalty, attendance, schedule adherence, etc.
- Overcome objections and rejections to applying or completing enrollment.
- Attend training sessions for updates about programs, services, and educator licensure requirements.
- Ability to follow directions and complete tasks with supervisory input and constructive criticism.
- Ability to work independently and positively promote the University.
Patient Services Representative
PT Solutions
Tampa, FL
01.2017 - 08.2017
- Reconcile patient payments and units billed while following HIPAA guidelines
- Follow appropriate processes for Insurance Verification and/or benefits management
- Obtain authorization and/or prior authorization
- Over-the-counter collections and reconciliation of all charges weekly and monthly
- Maintain relationships with patients, providers, clinicians, and internal operational departments
Senior Customer Support Representative
Capital One, N.A
Tampa, FL
01.2012 - 12.2017
- Provided high-level customer service to resolve escalated customer inquiries.
- Assisted customers with complex technical issues, troubleshooting and resolving them in a timely manner.
- Monitored incoming support requests from customers via phone, email and other channels.
- Trained new customer service representatives on product knowledge and customer service techniques.
- Analyzed customer feedback data to identify areas of improvement in the customer service process.
- Maintained up-to-date records of all interactions with customers in the company's CRM system.
- Identified trends in complaints and requests by analyzing past incidents and developing solutions accordingly.
- Provided guidance and assistance to less experienced team members when needed.
- Ensured compliance with applicable laws, regulations, policies, procedures., relating to customer support activities.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Operations Manager
The Home Depot Inc
Tampa, FL
01.1989 - 10.2003
- Developed and implemented operational procedures to ensure quality standards are met.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Performed cost analysis for various projects to determine budget requirements.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Maintained accurate records of employee information such as wages, performance reviews, benefits, leaves of absence.
- Organized and conducted new hire orientation sessions to introduce policies and procedures to employees.
- Prepared job postings for open positions on the company website and other job boards.
- Conducted exit interviews with departing employees to gather feedback about their experience with the organization.
- Managed employee relations issues including grievances, complaints, and disputes as needed.
Education
MBA Human Resource Management -
Saint Leo University
Saint Leo, FL05.2024
Bachelor of Arts - Psychology
Saint Leo University
Saint Leo, FL03-2019
Associate of Arts - Liberal Arts
Saint Leo University
08-2017
Skills
- Reviewing compliance
- Talent Recruitment
- Succession Planning
- Diversity and Inclusion
- Legal Compliance
- Recruitment Strategies
- Internal Communications
- Background Checks
- Exit Interviews
- Employee Relations
- Strategic Planning
- Policy Implementation
- Employee Retention
- Improving employee engagement
- Recommending policy improvements
Personal Information
Title: Human Resource Business Partner
Timeline
Human Resources Business Partner
Saint Leo University
10.2021 - Current
Enrollment Counselor
Saint Leo University
08.2019 - 10.2022
Patient Services Representative
PT Solutions
01.2017 - 08.2017
Senior Customer Support Representative
Capital One, N.A
01.2012 - 12.2017
Operations Manager
The Home Depot Inc
01.1989 - 10.2003
MBA Human Resource Management -
Saint Leo University
Bachelor of Arts - Psychology
Saint Leo University
Associate of Arts - Liberal Arts
Saint Leo University
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