Trisheena Palmer
Durham,NC
Summary
Dynamic HR professional with a proven track record at the NC Administrative Office of the Courts, specializing in employee relations and policy development. Expertise in Title VII-related investigations and compliance risk assessments leads to effective conflict resolution and enhancement of workplace culture. Fosters trust and collaboration through strategic HR initiatives, ensuring alignment with organizational goals while identifying and mitigating risks. Highly skilled in training leadership and analyzing employee relations data, focusing on implementing creative solutions.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Employee Relations HR Policy Consultant
NC Administrative Office of the Court
Raleigh, NC
03.2024 - Current
- Interpret and apply employment-related policies, laws, and best practices.
- Facilitated conflict resolution among staff and guided leadership strategies.
- Collaborate with HR staff to resolve employee relations issues and conduct training sessions.
- Cultivate a trusting environment through open communication and proactive conflict identification.
- Safeguard sensitive employee information and ensure compliance with policies and laws.
- Advise management on personnel issues and support regular staff meetings to enhance team dynamics.
- Oversee employee relations issues, including grievances and performance management.
- Coordinate with legal teams to ensure labor law compliance in ER matters.
- Proactively identify and address potential conflicts through responsiveness and follow-up.
- Research policies, laws, and best practices to offer effective solutions.
- Develop proposed policies and procedures and their application and interpretation.
- Facilitate discussions that encourage empathy and comprehensive understanding among parties.
- Stay informed of AOC policies, OSHR policies, North Carolina general statutes, and federal employment laws.
- Assist managers in preparing discussions and provide timely, constructive feedback.
- Assess and analyze the effectiveness of employee relations initiatives, programs, and activities.
- Revise program components as needed to align with the organizational objectives of a comprehensive Employee/Management Services function.
- Coordinated communication between stakeholders regarding policy updates.
- Monitored compliance with established policies through regular audits.
- Review and coordinate appeals and grievances services as applicable.
- Conduct periodic reviews of HR policies and procedures and recommend updates or changes.
Human Resources Business Consultant
H.E.A.R.T.S.
Durham, NC
01.2024 - 03.2024
- Develop and implement HR strategies that align with business goals.
- Review and update HR policies to ensure labor law compliance.
- Guide recruitment strategies, including job postings and candidate assessments.
- Advise on conflict resolution and fostering a positive workplace culture.
- Assess training needs and develop programs to enhance employee skills.
- Support organizational change initiatives to improve efficiency and productivity.
- Organizational Development: Assist with organizational change initiatives and support restructuring efforts to improve efficiency and productivity.
- Ensure compliance with HR regulations across all HR functions.
- Took the initiative to lead and contribute to special projects outside of core responsibilities, enhancing team collaboration and project outcomes.
EMPLOYEE RELATIONS SPECIALIST
Grifols
Research Triangle Park, NC
12.2020 - 05.2022
- Communicate policies about Human Resources, compensation, and benefits.
- Collect and analyze employee data.
- Use data to create employee profiles.
- Organize and update employee files.
- Act independently with an aptitude for networking in a diverse and complicated organizational structure.
- Adhere to regulatory standards while responding to reported ER concerns through various channels.
- Offer guidance and support to managers and employees on ER topics and issues.
- Maintains an attitude and philosophy consistent with the company's standards.
- Utilizing discretion and confidentiality with employee concerns.
- Liaising between employees and management through utilizing best practices, policies, and programs.
- Providing communications and interpersonal skills training for managers and employees.
- Work with HRBPs and senior management to ensure consistency with company policy and procedures.
- Accurately document every interaction, including follow-up conversations.
EMPLOYEE RELATIONS COORDINATOR
Grifols
Research Triangle Park, NC
12.2018 - 12.2020
- Build and distribute cases via HR Acuity and Ethics Point through voicemail and email notifications.
- Monitor the rotation of cases to ensure an even distribution for Employee Relations Specialists.
- First point of contact for employees, managers, HR Business Partners, former employees, and others.
- Support interactions via telephone, email, and in-person.
- Document all interactions in the HR Acuity management tool or alternative means as directed by management.
- Monitor the rotation of cases to ensure an even distribution for Employee Relations Specialists.
- Refer non-employee relations cases to the appropriate departments.
- Handles diverse and confidential information requiring extreme accuracy, independent judgment, and discretion.
- Offer support and guidance to lower-level case queries.
- Help filter the Unemployment documentation to ensure timely processing.
- Support the service center responsibilities and tasks as needed.
HUMAN RESOURCE ASSOCIATE
Grifols
Research Triangle Park, NC
08.2018 - 12.2018
- Provides employee support in the corporate HR shared services center for HR, Payroll, and Benefits.
- Provides first point of contact and excellent customer service for HR contact center customers, including employees, managers, HR Business Partners, and former employees.
- Support interactions via telephone, email, in-person, and other technologies.
- Documents all customer interactions into the case management tool or alternative means as directed by management.
- Works with peers and management to support established service levels and quality goals.
- Entered employee data into the HR system and ancillary HR systems.
- Ensures the information is accurate and adheres to corporate standards.
- Handles diverse and confidential information requiring extreme accuracy, independent judgment, and discretion.
- Organizes and maintains employee files.
- Collaborates with local and virtual team members to resolve customer issues and complete work promptly and accurately.
- Supports other service center responsibilities and tasks as needed.
- Provides support for Annual Enrollment.
LEGAL ASSISTANT
Accentuate
Raleigh, NC
04.2017 - 08.2018
- Provide employee support within the law firm for HR, Payroll, Accounting, and Benefits.
- Provides first point of contact and excellent customer service for clients, employees, former employees, and others.
- Support interactions via telephone, email, in-person, and other technologies.
- Documents all client interactions into the case management tool or alternative means as directed by the attorneys.
- Works with attorneys to draft, edit, and prepare legal documents.
- Enter employee data into the HR system and ancillary HR systems.
- Ensures the information is accurate and adheres to the firm's standards.
- Handles diverse and confidential information requiring extreme accuracy, independent judgment, and discretion.
- Organizes and maintains client files.
- Balance and maintain payments within client files.
- Conduct weekly accounting meetings.
- Attend seminars to maximize and ensure the firm's full growth potential.
- Complete assigned work items in a timely and accurate manner.
- Collected from and delivered legal documents to the courthouse.
- Completed additional assignments as needed.
HUMAN RESOURCE ASSOCIATE
Grifols
Research Triangle Park, NC
10.2016 - 04.2017
- Provides employee support in the corporate HR shared services center for HR, Payroll, and Benefits.
- Provides first point of contact and excellent customer service for HR contact center customers, including employees, managers, HR Business Partners, and former employees.
- Will support interactions via telephone, email, in-person, and other technology.
- Documents all customer interactions into the case management tool or alternative means as directed by management.
- Works with peers and management to support established service levels and quality goals.
- Enters employee data into the HR system and ancillary HR systems.
- Ensures the information is accurate and adheres to corporate standards.
- Handles diverse and confidential information requiring extreme accuracy, independent judgment, and discretion.
- Organizes and maintains employee files.
- Collaborates with local and virtual team members to resolve customer issues and complete work promptly and accurately.
- Supports other service center responsibilities and tasks as needed.
- Provides support for Annual Enrollment.
BENEFIT ANALYST/ RESEARCHER
Procom
Raleigh, NC
12.2015 - 10.2016
- Answered high-volume phone calls in English and Spanish while providing actuarial services and consulting advice to clients regarding their benefit programs, including defined benefit, defined contribution, and health and welfare plans.
- Processed benefit requests and enrollments while explaining program benefits and details.
- Issue research requests with follow-up contact and account authentication/safeguards.
HEALTH & WELFARE CONSULTANT/DEFINED CONTRIBUTIONS
Fidelity Investments
Cary, NC
06.2015 - 12.2015
- Answered high-volume phone calls in English and Spanish while providing actuarial services and consulting advice to clients regarding their benefit programs, including defined benefit, defined contribution, and health and welfare plans.
- Processed benefit requests and enrollments while explaining program benefits and details.
- Issue research requests with follow-up contact and account authentication/safeguards.
- Assisted participants with loan, withdrawal, rebalance/exchange, rollover, contribution, and address updates and inquiries.
- Maintained and applied knowledge regarding the major health plans, administrators, and other vendors available in the marketplace to consulting clients and prospects.
- Managed and led projects, ensuring timelines and deliverables were met.
- Led internal and external status meetings for projects.
- Worked on health improvement strategy projects, including vendor assessments and measurement.
- Communicated with the team when the project timing and scope did not align with original expectations.
- Managed the collection and preparation of data necessary to analyze benefit programs.
- Aided senior consultants in the analysis of benefit programs.
- Ensured organized storage of client documentation.
- Monitored associate phone calls and handled escalated calls.
- Participated in outreach opportunities in the community.
ADMISSIONS COUNSELOR
Post University
Waterbury, CT
06.2014 - 06.2015
- Conducts face-to-face or personal interviews, telephone interviews, and email correspondence to identify high school and adult student prospects to determine their educational needs, concerns, and interests.
- Closely assisted and mentored students through the Admissions process.
- Facilitated orientation and Registration Day activities.
- Ensured compliance with applicable Company policies and procedures, laws, and regulations.
- Communicate program details to prospective adult and high school students.
- Participated in school retention efforts by maintaining productive contact with their active students through graduation.
- Maintained a high call volume to ensure daily goals.
HEALTH & WELFARE CONSULTANT/DEFINED CONTRIBUTIONS
Fidelity Investments
Cary, NC
08.2012 - 06.2014
- Answered high-volume phone calls in English and Spanish while providing actuarial services and consulting advice to clients regarding their benefit programs, including defined benefit, defined contribution, and health and welfare plans.
- Processed benefit requests and enrollments while explaining program benefits and details.
- Issue research requests with follow-up contact and account authentication/safeguards.
- Assisted participants with loan, withdrawal, rebalance/exchange, rollover, contribution, and address updates and inquiries.
- Maintained and applied knowledge regarding the major health plans, administrators, and other vendors available in the marketplace to consulting clients and prospects.
- Managed and led projects, ensuring timelines and deliverables were met.
- Led internal and external status meetings for projects.
- Worked on health improvement strategy projects, including vendor assessments and measurement.
- Communicated with the team when the project timing and scope did not align with original expectations.
- Managed the collection and preparation of data necessary to analyze benefit programs.
- Aided senior consultants in the analysis of benefit programs.
- Ensured organized storage of client documentation.
- Monitored associate phone calls and handled escalated calls.
- Participated in outreach opportunities in the community.
SCR/QUALITY ASSURANCE
Trialcard
Cary, NC
05.2011 - 08.2012
- Provided exceptional customer service to customers requesting reimbursement requests, EOB inquiries, and program details.
- Assisted customers in activating prescription savings and discount cards in a timely fashion.
- Assisted with special projects.
- Monitored associate phone calls and handled escalated calls for Quality Assurance and customer retention.
- Participated in the design of call monitoring formats and quality standards.
- Performed call monitoring and provided trend data to the site management team.
- Provided feedback and coaching to associates to meet performance goals.
- Participated in monthly calibration sessions with company clients.
- Helped to improve the call flow between the associate and the customer.
BI-LINGUAL WIC ADMIN. ASSISTANT
Wake HHS Department/ Lincoln Community Health Cntr
Raleigh/Durham, NC
06.2007 - 02.2011
- Certified and recertified WIC participants follow the criteria set by the State of North Carolina WIC program.
- Made appropriate client referrals to ancillary health care providers and social services.
- Complete monthly reports on WIC activities promptly.
- Participated in staff trainings, conferences, and meetings as needed.
- Worked as a team, helping other staff in the WIC program during a staff shortage.
- Participated in outreach opportunities in the community.
- Learned and applied state WIC regulations about WIC program procedures, policies, and practices, noting revisions during the program year.
- Conducted preliminary client interviews for intake services and appointment scheduling, utilizing bilingual fluency daily.
- Performed clerical duties, including typing, filing, telephone services, appointment scheduling, and WIC check issuance.
- Reported to and accepted assignments from the WIC Supervisor.
- Answered phone and directed inquiries regarding WIC and policies in English and Spanish.
- Acted as a liaison for communication between clinics, the call center, and the administrative office.
- Participated in in-service and job-related education programs, including a 2-day WIC training session in Asheville, North Carolina.
- Attended WIC breastfeeding orientation/training certification.
- Attended unit, division, and agency staff meetings.
ASSISTANT STORE MANAGER (BI-LINGUAL)
Rent-A-Center
Durham, NC
02.2005 - 06.2007
- Maintained the highest level of customer service and business etiquette.
- Assisted prospective customers on the sales floor.
- Assisted in maintaining and updating customer files, including contact information, sales activities/inquiries, account activities, and correspondence.
- Completed the rental order forms utilizing company software and various Microsoft applications.
- Managed expired accounts and promoted timely payments.
- Held responsible for collection activity on all past-due accounts.
- Maintained credit and financial files on all customers.
- Assisted in delivering and installing merchandise.
- Assisted in maintaining a quality showroom.
- Scheduled staff work hours and delegated tasks accordingly.
Education
Master's - Human Resource Management- Tech & Data Analytics
Western Governors University
Bachelor's - Human Resource Management
Western Governors University
Skills
- Training Development
- Process Review and Implementation
- Cross-Functional Collaboration
- Business Correspondence
- Grievance Management
- Policy Development and Interpretation
- Bilingual- English/Spanish
- Complaint Handling
- Risk Management
- Performance Management
- Team Building
- Recruitment strategy
- Data Analysis
- HR Compliance
- Trust building
- Policy analysis
- Professional Demeanor
- Self-Motivation
- Task Prioritization
Certification
- Statewide Employee Mediator
- Inclusive Workplace Culture Specialty
- HR Technology and Analytics for Decision Making
Accomplishments
National Society of Leadership and Success
References
References available upon request.
Languages
English Native
Spanish, Native/ Bilingual
Timeline
Employee Relations HR Policy Consultant
NC Administrative Office of the Court
03.2024 - Current
Human Resources Business Consultant
H.E.A.R.T.S.
01.2024 - 03.2024
EMPLOYEE RELATIONS SPECIALIST
Grifols
12.2020 - 05.2022
EMPLOYEE RELATIONS COORDINATOR
Grifols
12.2018 - 12.2020
HUMAN RESOURCE ASSOCIATE
Grifols
08.2018 - 12.2018
LEGAL ASSISTANT
Accentuate
04.2017 - 08.2018
HUMAN RESOURCE ASSOCIATE
Grifols
10.2016 - 04.2017
BENEFIT ANALYST/ RESEARCHER
Procom
12.2015 - 10.2016
HEALTH & WELFARE CONSULTANT/DEFINED CONTRIBUTIONS
Fidelity Investments
06.2015 - 12.2015
ADMISSIONS COUNSELOR
Post University
06.2014 - 06.2015
HEALTH & WELFARE CONSULTANT/DEFINED CONTRIBUTIONS
Fidelity Investments
08.2012 - 06.2014
SCR/QUALITY ASSURANCE
Trialcard
05.2011 - 08.2012
BI-LINGUAL WIC ADMIN. ASSISTANT
Wake HHS Department/ Lincoln Community Health Cntr
06.2007 - 02.2011
ASSISTANT STORE MANAGER (BI-LINGUAL)
Rent-A-Center
02.2005 - 06.2007
Master's - Human Resource Management- Tech & Data Analytics
Western Governors University
Bachelor's - Human Resource Management
Western Governors University
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