Destiny Coleman
Denver,CO
Summary
Dynamic and personable professional with 15 years of combined experience in HR, customer service, and home health care. Known for delivering compassionate support, detailed administrative follow-through, and effective communication across diverse roles and industries. I bring 12 years of client-focused service experience, nearly 2 years in both public and private home health settings, and 3 years of hands-on HR experience—including recruitment, onboarding, and payroll management. Recognized for streamlining processes, building strong relationships, and maintaining a high standard of care and professionalism. Highly organized and adaptable, with exceptional verbal and written communication skills that support collaboration across departments and with diverse client groups. Professional caregiver with strong track record in providing compassionate and effective home health care. Skillful in personal care, medication management, and patient monitoring. Known for collaboration, reliability, and adaptability to changing needs. Brings excellent communication skills, empathy, and results-driven approach to patient well-being.
Overview
16
16
years of professional experience
Work History
Human Resources Specialist
Warren Village
02.2023 - Current
- Spearheaded comprehensive recruitment efforts, collaborating closely with department heads to identify staffing needs and strategically source top-tier talent
- Developed innovative recruitment strategies aligned with organizational goals, leading to a robust talent pipeline
- Maintained meticulous records of all recruitment activities and generated comprehensive, data-driven reports for senior management
- Provided actionable insights that supported strategic decision-making and optimized recruitment strategies
- Implemented a streamlined hiring coordination system that significantly improved communication between hiring managers and candidates
- Enhanced the overall candidate experience and reduced onboarding time by 35%, contributing to a more efficient and positive hiring process
- Ensured strict adherence to internal HR policies and SHRM guidelines throughout the recruitment lifecycle
- Conducted regular training sessions and audits to foster compliance and uphold industry best practices, ensuring a legally sound recruitment process
- Expertly trained in employee entitlements, benefits administration, and pay resolutions, with a specialized focus on handling cases related to the Family and Medical Leave Act (FMLA)
- Provided employees with accurate information and support, ensuring their entitlements and benefits were clearly communicated and correctly administered
- Facilitated the placement of qualified candidates into key roles, optimizing team dynamics and contributing to a cohesive organizational culture
- Focused on identifying individuals who would drive growth and development within the organization
- Managed a wide range of HR administrative functions, including meticulous documentation, detailed reporting, and thorough data analysis
- Ensured accuracy, confidentiality, and compliance in all HR operations, maintaining a high standard of administrative excellence
- Collaborated cross-functionally with legal and compliance teams to identify and mitigate risks associated with HR practices and employment law
- Ensured a legally sound and ethical work environment through proactive risk management and compliance strategies
- Conducted regular audits and assessments to monitor the effectiveness of HR processes
- Led continuous improvement initiatives, driving enhancements that aligned with company objectives and promoted operational excellence
Home Health Care Provider
Visiting Angels Home Care
10.2023 - 12.2024
- Assisted patients with daily living activities, promoting independence and preserving dignity.
- Enhanced patient comfort by providing compassionate and attentive care.
- Completed household management tasks for clients within private home settings.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Maintained detailed records of patient progress, ensuring accurate communication among healthcare providers and continuity of care across multiple visits.
- Improved patients' quality of life with consistent medication management and health monitoring.
- Provided critical end-of-life care, ensuring comfort and dignity for terminally ill patients.
- Addressed emergency situations promptly and effectively while adhering to established protocols for crisis intervention and escalation when necessary.
Payroll Business Partner
ADP
07.2021 - 02.2024
- Administered comprehensive payroll processing for a diverse workforce of over 4,200 employees, ensuring the timely and accurate distribution of payroll across multiple pay cycles, including bi-weekly, semi-monthly, and monthly schedules, while maintaining strict adherence to deadlines
- Served as the primary point of contact for all payroll-related inquiries, expertly resolving complex issues such as pay discrepancies, tax withholdings, and benefits deductions
- Utilized strong problem-solving skills and in-depth knowledge of payroll systems to address concerns promptly and effectively
- Identified and analyzed inefficiencies within existing payroll processes, leading the implementation of advanced automation tools and industry best practices
- Successfully reduced processing time by 20% and significantly minimized the margin of error, enhancing overall payroll accuracy and efficiency
- Prepared and presented detailed payroll reports for senior management, offering valuable insights into payroll trends, labor costs, and compliance metrics
- These reports supported strategic planning and decision-making, enabling the organization to make data-driven financial decisions
- Collaborated closely with HR and benefits teams to ensure the accurate calculation and timely deduction of employee benefits contributions
- Maintained meticulous records and resolved discrepancies efficiently, ensuring seamless integration of payroll and benefits administration
- Ensured all payroll operations were in full compliance with federal, state, and local regulations, as well as internal policies
- Conducted regular audits and maintained meticulous documentation to uphold compliance standards, mitigate risks, and prevent potential legal issues
Customer Care Center Representative
STRIDE Community Health Center
11.2020 - 06.2021
- Delivered high-quality customer service through various channels, including phone, email, and in-person interactions, adapting communication styles to meet patient needs
- Provided compassionate and efficient assistance to patients, addressing inquiries, resolving issues, and ensuring a positive experience from initial contact through follow-up
- Managed patient appointment scheduling, ensuring optimal use of healthcare providers' time and minimizing wait times for patients
- Conducted thorough verification of patient insurance information to confirm eligibility and ensure coverage for scheduled healthcare services, facilitating seamless service delivery and minimizing billing issues
- Maintained accurate and up-to-date patient records in compliance with HIPAA regulations, ensuring confidentiality and data integrity
- Handled patient complaints and escalations effectively, collaborating with healthcare teams to resolve issues promptly and satisfactorily
Customer Service Representative
Colorado Public Employees Retirement Association
08.2018 - 11.2019
- Delivered accurate and timely responses to member inquiries regarding retirement benefits, eligibility criteria, and pension account details, utilizing comprehensive knowledge of retirement systems and ensuring clear communication to address member needs effectively
- Educated members on the various retirement plans offered by PERA, including detailed explanations of pension benefits, survivor benefits, and disability benefits, helping members make informed decisions about their retirement options
- Facilitated the processing and distribution of monthly pension payments to retirees, ensuring accuracy and timeliness in the payment cycle, and promptly addressing any issues or discrepancies that may arise
- Stayed informed about federal and state regulations governing public employee retirement systems, applying this knowledge to ensure compliance in all member interactions and transactions, and proactively updating practices as necessary to maintain regulatory adherence
- Strived to provide excellent customer service experiences that enhance member satisfaction and loyalty to PERA, by actively listening to member concerns, offering personalized solutions, and consistently exceeding expectations in service delivery
Warranty Administrator
2-10 Home Buyers Warranty
06.2017 - 08.2018
- Efficiently handled a high volume of incoming warranty claims from homeowners and builders, addressing defects or issues covered under the warranty
- Ensured each claim was processed promptly and accurately, maintaining a high standard of customer satisfaction
- Thoroughly reviewed all documentation submitted with claims, including builder contracts, inspection reports, and warranty terms
- Assessed the completeness and accuracy of information to facilitate the timely processing of claims
- Actively liaised with builders and contractors to gather additional information or documentation needed to process claims
- Maintained open lines of communication to ensure timely and accurate resolution of all claim-related inquiries
- Conducted detailed assessments of the validity of claims based on warranty coverage terms and conditions
- Applied expert knowledge of warranty policies to determine eligibility and ensure compliance with all relevant guidelines
- Addressed and resolved disputes or disagreements related to claim decisions, ensuring fair and equitable outcomes for all parties involved
- Utilized strong negotiation and problem-solving skills to mediate conflicts and maintain positive relationships with stakeholders
- Maintained meticulous and accurate records of all claim-related correspondence, documentation, and outcomes
- Ensured all information was properly documented for audit and reporting purposes, supporting transparency and accountability in the claims process
Office Manager
Amaryllis Therapy Network
03.2017 - 06.2017
- Facilitated effective communication between therapists, administrative staff, and management to ensure cohesive teamwork and efficient operations
- Coordinated meetings and provided updates to support collaborative efforts and address any operational challenges promptly
- Coordinated client appointments and therapist schedules to optimize patient flow and enhance therapist productivity
- Implemented efficient scheduling strategies to reduce wait times and ensure a balanced workload for therapists, improving overall clinic efficiency
- Oversaw the comprehensive intake process for new patients, including meticulous verification of insurance information, accurate collection of patient demographics, and efficient scheduling of initial appointments
- Ensured a smooth onboarding experience for new patients and compliance with administrative requirements
- Managed all aspects of accounts receivable, including processing payments, tracking and following up on unpaid invoices, and coordinating with the finance department to resolve any billing discrepancies
- Implemented procedures to improve cash flow and reduce outstanding balances
- Organized and maintained patient files with a focus on accuracy, up-to-date information, and easy accessibility for authorized personnel
- Implemented a systematic filing and retrieval process to support efficient patient record management and compliance with confidentiality standards
- Coordinated staff schedules, including managing vacations, time off requests, and shift coverage to ensure adequate staffing levels at all times
- Developed and maintained a scheduling system that balanced employee needs with operational requirements, minimizing disruptions and ensuring continuous service delivery
- Ordered and maintained necessary office supplies and equipment for daily operations
- Conducted regular inventory checks and managed procurement processes to ensure the availability of essential items, while adhering to budget constraints and optimizing cost-efficiency
Receptionist
Aspen Baking Company
06.2016 - 03.2017
- Facilitated the processing of customer orders from initial inquiry to final delivery, ensuring accuracy and timely fulfillment
- Coordinated with various departments to manage inventory, handle special requests, and resolve any issues that arose during the order process
- Welcomed visitors with a professional and friendly demeanor, ensuring a positive first impression of the organization
- Directed visitors to the appropriate person or department based on their needs and provided necessary information or assistance to enhance their experience
- Maintained accurate and up-to-date records of visitor logs, phone call logs, and other administrative documentation
- Implemented systematic record-keeping practices to ensure easy retrieval of information, support auditing processes, and maintain operational efficiency
Customer Service Representative
DirecTV
08.2011 - 11.2015
- Managed inbound customer interactions across multiple channels, including phone calls, emails, and live chats
- Provided comprehensive assistance with inquiries, technical issues, billing questions, and service requests, ensuring each interaction was handled with professionalism and efficiency
- Administered customer accounts by setting up new accounts, processing service upgrades, and handling account modifications such as address updates and service cancellations
- Maintained accurate account records and ensured timely processing of all requests to enhance the customer experience
- Investigated and resolved customer complaints or escalations promptly and effectively, ensuring a positive resolution and customer satisfaction
- Identified and implemented strategies to enhance customer retention and loyalty through personalized interactions and proactive communication
- Utilized insights from customer interactions to offer tailored solutions, anticipate customer needs, and foster long-term relationships
- Collaborated closely with billing, technical support, and sales teams to address complex customer issues and ensure seamless service delivery
- Facilitated effective communication between departments to resolve challenges, streamline processes, and deliver a cohesive customer experience
Cashier
Arby's
04.2009 - 07.2011
- Greeted customers warmly and professionally as they entered the establishment, creating a welcoming atmosphere
- Assisted customers with their menu choices by providing detailed descriptions of dishes, answering questions about ingredients or preparation methods, and offering personalized recommendations
- Informed customers about current promotions, specials, and loyalty programs to enhance their dining experience and increase sales
- Took customer orders with precision and efficiency using the POS (Point of Sale) system, ensuring that all special requests and modifications were accurately recorded
- Verified order details before submission to prevent errors and ensure a smooth kitchen-to-customer process
- Processed various forms of payment, including cash, credit card, debit card, and mobile payments, ensuring transactions were completed accurately and securely
- Maintained cleanliness and organization of the cashier station, dining area, and customer service areas
Education
Diploma -
East High School
Denver, COHuman Resources Management Certificate -
Community College of Aurora
Aurora, COSkills
- Customer relations
- HR policies and procedures
- Training and mentoring
- Training development
- Recruiting
- Pre-employment screening
- Compensation and benefits
- Job analysis
- Event management
- Payroll completion
- Employment law
- Onboarding and orientation
Timeline
Home Health Care Provider
Visiting Angels Home Care
10.2023 - 12.2024
Human Resources Specialist
Warren Village
02.2023 - Current
Payroll Business Partner
ADP
07.2021 - 02.2024
Customer Care Center Representative
STRIDE Community Health Center
11.2020 - 06.2021
Customer Service Representative
Colorado Public Employees Retirement Association
08.2018 - 11.2019
Warranty Administrator
2-10 Home Buyers Warranty
06.2017 - 08.2018
Office Manager
Amaryllis Therapy Network
03.2017 - 06.2017
Receptionist
Aspen Baking Company
06.2016 - 03.2017
Customer Service Representative
DirecTV
08.2011 - 11.2015
Cashier
Arby's
04.2009 - 07.2011
Diploma -
East High School
Human Resources Management Certificate -
Community College of Aurora