Carole Cruz has over 15 years of experience in human resources, project management, and business operations. She specializes in developing team-based work environments, managing multiple tasks and deadlines, and adapting to changing work needs. Cruz has led teams and initiatives at Kaiser Permanente to improve business processes, employee satisfaction, and risk management. She has expertise in human resources, IT, business principles, and developing strategic plans.

1. CAROLE T. CRUZ
1613 Amber Lane Cell (925) 759-2484
Brentwood, CA 94513 carole.cruz@gmail.com
SUMMARY
 Effective business manager and experienced human resources advisor/director
 Specializes in developing and sustaining team-based work environments
 Customer champion who finds satisfaction in managing multiple tasks simultaneously and deadlines with outstanding results
 Able to adapt quickly in changing needs of the work environment.
 Highly knowledgeable in human resource and IT areas as well as business principles and processes
 Innovative individual who has an excellent sense of teamwork to get results by instilling commitment, trust, fairness, and loyalty
Experienced in:
 Project Management  Workforce & Performance
Management
 Change Management
 Organizational Management  Vendor Management  Process Efficiencies & Implementation
TECHNICAL SKILLS
Operating Systems: Windows and Mac Leopard
Desktop Applications: Microsoft (Visio, Project, Word, Excel, PowerPoint, Access, and Outlook), Lotus Notes, QuickBooks Pro, and Search Engines
Enterprise Tools: Remedy, Business Objects, Borland StarTeam, Workbench, Resource Program Management (RPM), Performance Management,
Total Pay, (Compensation), Data Warehouse (PMDW), and Total Compensation Management (TCM) PeopleSoft (OneLink,MyHR)
PROFESSIONALEXPERIENCE
KAISER PERMANENTE, Pleasanton, CA February 2012 – Present
Lead Business Operations Analyst, Enterprise Architecture, KPIT
 Leads a cross-functional team to transform EA culture, resulted in 5% average increase of 2014 employee satisfaction survey results
 Facilitates the Leadership Team weekly meeting (includes agenda & action items) and manage the monthly All Hands meeting for EA
 Manages risks management business operational functions for the organization (Business Continuity Plan, Compliance, Resource Project
Management, TIME)
 Independently initiates, investigates, documents, and analyzes client requirements in project areas such as: new/existing business operating
models with innovative approaches to solutions support, market research of emerging or available product functionality and operational readiness
assessment (database management, ad hoc reports as requested)
 Continually enhances and manages end-to-end procurement/invoice process, including monthly accruals, and Contractor burndown management
 Leverages relationships with peers, leadership team and business partners
RALPH & CAROLE CRUZ, INC., FedEx Ground Contractor January 2011 –January 2012
Administrator
Managed the evolution of our family business from a 1099 contractor to a corporation per FedEx requirements & guidelines. Processed necessary
paperwork with FedEx Ground. Oversaw an intense compliance process with FedEx. All requirements must be in compliance must be in conjunction
with California and Federal laws. Provided all human resource services at all business levels.
 Developed a 10-year business plan for the corporation
 Developed employee handbook, job description, posted job online, hired employees, from processing their I9 to eVerify (USCIS requirement)
 Managed the day-to-day office operation and including weekly payroll, taxes and monthly profit and loss report
KAISER PERMANENTE, Pleasanton, CA July 2001 – December 2010
Lead Business Operations Analyst, IMI Business Management Office, 2009 – 2010
An individual contributor who worked with different levels of management, including the Vice President, Chief of Staff, Executive Directors, Senior
Managers and Managers with departmental processes. Provided monthly scorecard / dashboard report with talking points to the management team.
 Developed and automated actionable reports (including headcount, contractor, utilization, aging reports) which enabled managers to better forecast
against budgets
 Developed, analyzed and produced monthly operational scorecards / dashboard for leadership team ensured all managers met their target
turnaround time for operational needs
 Total Compensation Management (TC) performance management including goal setting, creating development plans, reporting, analysis, and
ensuring compliance
 Trained and supported department managers and new hires (RPM, TCM, KP Identity Manager, MyHR, QuickPlace)
 Facilitated, managed and tracked mandatory compliance training
 Developed and implemented processes depending on organizational needs

2. CAROLE T. CRUZ Page 2
Business Consultant, SAS Business Management Office, 2007 – 2009
An individual contributor who worked with different levels of management, including the Vice President, Chief of Staff, Executive Directors, Senior
Manager, and Managers with departmental processes. Developed, implemented internal departmental process managed and maintained performance
management, compensation and incentive pay (mid-year and year-end) assuming consistent
communication with VP, executive directors, directors, and department managers and adherence to Human Resources guidelines and timelines.
 Developed, automated and maintained weekly workforce report which tracks departmental VP approvals, requisitions in the recruiting pipeline,
headcount (FTE’s and contractors), vacancy percentage, and operating expense financials
 Monitored regulatory compliance training to ensure completion reporting will be achieved for SAS employees
 Standardized reports as part of process improvement initiatives, e.g. RPM Utilization, 12-Month Rolling, RPM Approver
 Grew professional creditability with SAS leadership and peers through my work in meeting their needs, e.g. goals and objectives, success stories,
intranet site communication and/or changes and other adhoc reports as requested
 Facilitated monthly meeting for coordination of meeting materials needed for COO VP and SAS VP 1:1 meeting
 Contributed to the development of an embark/disembark/transfer checklist tool for SAS
 Developed and automated goals and objectives report for efficiency in collecting information and data analysis
 Acted as a back-up for producing the monthly SAS KPI Scorecard package
Business Consultant, AD Business Process Management, 2006 – 2007
An individual contributor that improved the financial management of workforce planning by providing the Application Delivery (AD) leadership with
information on qualitative analyses on a weekly basis.
 Worked collaboratively with the portfolios/functional areas to ensure data accuracy and unified communication of improvement activities essential in
achieving cost reduction and process efficiencies
 Co-Facilitated AD Metrics Forum supporting the identification of incidents / outages and OPP Outreach measures.
 Designed a New Hire Orientation Kit containing quick reference guides, HR forms, and orientation schedules for a dual audience consisting of new
employees and hiring managers
 Provided seamless coordination for AD leadership in driving continuous improvement of “broken” processes or inadequate tools which connect KP-IT
end-to-end processes, e.g. CTI Standardization, Remedy Alignment with AIMS.
 Collaborated with Sr. Managers / Directors in refining bi-annual performance management, workforce planning and HR requisition processes through
2007, e.g. KPQS, Contractor Requests, Headcount, HR Requisition Approval
Business Consultant, Cross EAS Staff Programs, 2005 – 2006
 Provided set-up, consulting, and training for over 1,200 employees on RPM/NIKU, Remedy, etc.
 Provided ad-hoc reports for internal budget and resource allocation purposes
 Worked on various projects/initiatives assigned by manager, e.g. EAS Reporting, New Employee Orientation, New Employee Hire Kit, Total
Compensation Management, and Validation Project
 Provided consulting services to Managers at all levels regarding their organizational structure
Business Consultant, Software Quality & Testing/Enterprise Testing Services, 2005
Developed project management tools and documents to promote the usage of new KPIT best practice procedures
 Coordinated with clients to conduct initial high-level assessment of project scope
 Tracked, monitored, communicated, and escalated project status issues as necessary
 Consolidated all contractor requests and extensions. Tracked recharges for all projects
Finance Specialist, Strategic / Business / Corporate Planning 2001 - 2005
Developed, created and produced variety of communication aides to effectively communicate financial concepts or analyses, ideas, verbal concepts or
statistical analyses to diverse audiences
 Facilitated the quality process in all aspects of the output that we produce and distribute to Kaiser Senior Leadership
 Validated, monitored the consistency of all financial information and message conveyed
 Developed usage of style standards to convey a consistent message and theme for communication, manuals and reports and ensures document’s
factual consistency with prior documents and presentations as well as consistency with other variations of ongoing presentations. Worked on different
financial analysis projects on an ad-hoc basis
 Teamed with the management to manage projects and priorities, organize project specifics
 Worked with Senior Executives in Program Office to create, coordinate presentations for the National Leadership Team, Board Meeting and other
meetings that executives are called upon to present
EDUCATION
University of Santo Tomas, Manila, Philippines
LinkedIn: http://www.linkedin.com/in/carolecruz