Toya Dumas Robinson
Merrillville,IN
Summary
Dedicated Customer Service Advocate with over 15 years of experience in managing customer-centric HR initiatives and leading strategic projects in dynamic environments. Exceptional at developing and implementing solutions that enhance customer engagement and satisfaction. Proven track record in resolving complex customer issues, improving communication strategies, and fostering professional growth. Skilled in adapting to changing processes and policies, with a strong commitment to promoting healthcare literacy and support.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Human Resources Corporate Consultant
THRIVE Strategic HR Solutions
07.2023 - Current
- Enhanced customer service protocols for 15+ clients, leading to average 25% increase in customer satisfaction ratings through improved HR practices and employee engagement strategies.
- Facilitated over 20 workshops on effective communication and conflict resolution, achieving 40% enhancement in client service teams' performance metrics and collaboration efficiency.
- Streamlined data management processes for ten clients, implementing secure HR information systems that reduced data retrieval times by 50% and ensured 100% compliance with privacy regulations.
- Developed and executed comprehensive diversity training program, resulting in 30% increase in cultural competency among client HR teams, aligning with UnitedHealthcare's commitment to diversity and inclusion.
- Analyzed and restructured employee feedback mechanisms for clients, leading to 35% improvement in internal resolution rates and 20% increase in employee satisfaction scores, demonstrating strong alignment with customer advocacy principles.
- Partnered with external HR consultants on special projects, such as implementing new HRIS system or conducting workforce needs assessment, leading to improved operational efficiency.
Chief Human Resources Officer
Metropolitan Oasis CDC
01.2013 - 12.2023
- Developed HR strategies that improved employee and customer engagement by 60%, demonstrating strong customer service principles within HR functions.
- Managed complex employee relations issues, ensuring resolution with empathy and efficiency, mirroring customer advocate's role in handling claims and inquiries
- Spearheaded digitization of HR processes, enhancing data accuracy and accessibility, akin to managing multiple databases and tools in customer service role
- Enhanced customer service training for HR staff, leading to 35% improvement in internal customer satisfaction scores, ensuring HR team's readiness to support diverse workforce with empathy and efficiency.
- Launched HR support ticket system to streamline employee inquiries, reducing response time by 40% and improving resolution efficiency, demonstrating commitment to responsive and effective customer service.
Senior Human Resources Business Partner
Metropolitan Oasis CDC
01.2009 - 12.2012
- Analyzed and aligned HR strategies with business objectives, contributing to organizational productivity and enhanced customer service delivery.
- Negotiated and modernized recruitment and onboarding processes, improving candidate and employee experience—transferable to enhancing member experience in a healthcare setting.
- Developed feedback loop between employees and management, leading to 25% increase in actionable insights gathered from employee surveys, enhancing organization's ability to address and resolve internal customer service issues.
- Implemented peer-recognition program that boosted employee morale and engagement by 30%, fostering positive and supportive work environment akin to customer-centric culture.
Education
BBA - Finance
The University Of Oklahoma
NormanSkills
- Expertise in Customer Service and Support
- Proficient in Conflict Resolution and Negotiation
- Strong Communication and Active Listening Skills
- Experienced in Healthcare Insurance Environments
- Skilled in Emotional Intelligence and Sensitivity
- Agile and Flexible in Fast-Paced Environments
- Effective Time and Resource Management
- Proficient in Secure and Confidential Information Handling
- Staffing Strategy
- Compensation and Benefits
- Risk Management
- Procedural Guidance
- Accounts Payable and Accounts Receivable
- Operational Efficiency
- Organizational Standards
- Management Consulting
- Manage Employee Relations
- Training Development and Execution
- Onboard New Hires
- Streamlining Operations
- Human Resources Services
- Corrective Actions
- Organizational Systems
- Employee Performance Reviews
Affiliations
- Member, Society of Human Resource Management
- Member, Indiana Chapter, Society of Human Resource Management
- Member, Delta Sigma Theta Sorority Incorporated
- Second Vice President, Northern Indiana (IN) Chapter of LINKS, Inc
Certification
SPHR Candidate (Test Date: June 2024)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Questions confine answers. When there are no longer questions, answers are no longer bound by them.
Lao Tzu
Timeline
Senior Human Resources Corporate Consultant
THRIVE Strategic HR Solutions
07.2023 - Current
Chief Human Resources Officer
Metropolitan Oasis CDC
01.2013 - 12.2023
Senior Human Resources Business Partner
Metropolitan Oasis CDC
01.2009 - 12.2012
BBA - Finance
The University Of Oklahoma
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