Shauna Bisanz

Over 20 years of experiences as a positive, results-oriented and business-focused Human Resources professional Development of strategies, initiatives and policy recommendations supporting business development and operation Demonstrated leadership within a large organization with a geographically dispersed, mobile employee population Leadership in full-scale operations analysis and development of creative strategies to optimize available resources Drive initiatives increasing the effectiveness and efficiency of support services, improving operational excellence Advanced direct and indirect leadership methodologies in driving initiatives for empowering team accountability Demonstrated experience in building effective collaborative relationships with internal and external stakeholders Strong acumen with experience in effective management and cost effectiveness of administrative based services

• Disability Management Consultant, City of Edmonton – Workforce Safety, 08/01/18, 09/30/19, Managed an absenteeism reduction project via data gathering, planning, change management and implementation., Created the Duty to Accommodate process, presented the plan to stakeholders for approval and implementation., Completed active adjudication of medical absences and proactively managed all files within project portfolio., Conducted an analysis of the gaps in the current process and established a new process.
• Manager, Disability Management, Homewood Health, 12/01/15, 08/31/18, Investigated complex claims and review of appeals to ensure decisions were within policy/government legislation., Reviewed long duration cases on a weekly basis to ensure cases were on track for a sustainable return to work., Managed contracts with key customers in the province that involve unionized employees., Conducted weekly quality assurance audits to ensure delivery of service was optimized., Facilitated pro-active weekly face to face meetings with customers and unions., Actively engaged in creating a Case Management training program.
• Manager, Service Delivery, Canadian National Railway Company, 07/01/13, 12/31/15, Involved in the development of a pro-active handling of our customer base and change management strategies., Daily data analysis was performed to ensure service level agreements were being met with all stakeholders., Worked closely with Human Resources and Labour Relations on developing Absence Management plans., Completed post statement analysis which included a comprehensive review of the collective agreement., Project Lead for improved service level project involving data analysis and identifying key drivers., Managed a large team of Service Delivery Representatives in a unionized call center environment., Provided coaching/mentoring to employees and facilitated career and performance development.
• Customer Service Supervisor, Worker’s Compensation Board of Alberta, 10/01/10, 07/31/13, Developed and maintained an excellent working relationship with the largest unionized employers in the province., Supervised a team of case managers and provided coaching and mentoring of ongoing case management., Performed quality assurance audits to ensure the team goals were achieved.
• Resolution Specialist, Dispute Resolution/Decision Review Body – WCB, 05/01/08, 10/31/10, Completed investigations/ reviews of appeals on a documentary, in-person meeting and teleconference basis., Communicated decisions in writing to injured workers, employers, unions and to the Appeals Commission., Held daily crucial conversations with Customer Service Supervisors regarding claim related decisions.
• Case Manager/Adjudicator, Worker’s Compensation Board of Alberta, 03/01/06, 04/30/08, Adjudication/analysis of ongoing entitlement to benefits and services and developed/facilitated return-to-work plans., Fulfilled the acting supervisory role and duties, as well as mentored new employees., Dealt with complex injuries and worked cases through vocational services., Met and exceeded all scorecard measures.
• Team Leader, Sun Life Financial, 05/01/05, 03/31/06, Direct supervision of Abilities Case Managers in coaching, mentoring, goal setting and performance management., Daily team management, duration reviews, return to work planning reviews, and performance evaluations., Supervised a team that was previously my peers and made this transition successfully.