Customer Service Management
Resume:
Jessica C. Waagner, PHR
Midlothian, VA 23112
*********@*******.***
Summary: An effective client business partner who delivers consistent
results with client satisfaction, business strategy, creative
thinking and solutions. Core professional competencies include:
Project planning and development
Financial acumen
Vendor sourcing and negotiation
Strategic thinking and counseling
Client relations and satisfaction
Program and process management
Human resources management
Organizational and strategic planning
Team building
Effective communications
CAREER RELATED EXPERIENCE:
HR Business Partner-Benefits
Altria
Client Services (February 2010 to present)
Hired as a Benefit analyst and transferred within six months to oversee the
administration of the Company's Pension Plans and Benefit communications.
Fully accountable for the oversight of the administration of the pension
plan. Proven ability to work with senior management to integrate the
Benefits function with the overall business strategy. Experience in
mergers, acquisitions, and employee separation programs.
. Designed and managed the implementation of an advanced benefit billing
process while providing leadership to staff and resulting in a more
efficient, streamlined approach with improved precision and cost
savings.
. Managing administrative support for all aspects of Company's Pension
Plan administration and compliance for all retirement plans to include
annual IRS 5500 filing and independent audit, participant
communications, plan amendments, and board resolutions. Systems expert
supporting the SAP benefits module.
. Key team member of multi-departmental payroll integration project
migrating live and historical data from multiple systems to fully
integrated HR/Payroll platform.
. Accomplished the successful conversion to a new pension and non-
qualified plan administrator for newly acquired companies in 2012.
Pension Plan fiduciary responsible for making decisions on behalf of
the plan and participants (4 Billion in plan assets).
Associate Analyst HR
Altria Client
Services (December 2008 to January 2010)
Hired as a HR coordinator and promoted within one year. Responsible for all
organizational management for the salaried workforce. Managed file room
personnel and processes. Experience in data integrations and migrations.
. Maintained an inter-relationship of all data elements impacting the
HRIS systems, including compensation and pay data. Managed multiple
Human Resource Information Systems for 5000+ global employees
including applicant tracking, employee and benefit data management,
self-service, report management, and upgrades.
. Accountable for providing strategic business support for the
development, implementation and administration the company's
organizational management structure.
Senior HR Coordinator
Altria
Client Services (April 2008 to December 2008)
Philip Morris USA (March 2007 to April 2008)
Maintained data for the company and maintained personnel files for the
company. Worked with business partners on data integrity and processes to
create more efficient work flows. Responsible for the new hire onboarding
system to make sure all new hires were accurately entered into the system.
. Developed efficient and effective office systems within the company's
call center, including relevant filing system and data management
processes.
. Mapped processes throughout the call center to create a data entry
training guide for all new coordinators. While processes were mapped,
unnecessary infrastructure was dismantled.
Customer Service/Human Resource Manager
Toys R Us (September 2001-May 2006)
Started as a temporary employee and moved to manager by year 1. Managed all
hiring and created an onboarding system for seasonal hires. Created
incentive programs for sales and register associates Managed up to 10
employees at a time. Collaborated with corporate to create in store
promotions and set layouts. Experience in retail hiring, retention and
sales promotion.
. Succeeded in the management of transition and displacement of store
employees during liquidation. Developed an outplacement program to
assist employees in finding new employment.
. Consulted with management regarding the performance and development of
sales management and associates. Set the strategy for the store's
retail and retention teams to ensure a high level of performance by
employing direction and tactical initiatives to drive both customer
service and retail talent during the holiday season.
EDUCATION: James Madison University, Harrisonburg, VA
Bachelor of Science, August 2006
Major: Psychology Minor: Human Resource
Development
Professional Human Resources
Certification
RELATED TRAINING:
. HRIS Systems: Human Resource Module of Standard
Assessment Procedure (SAP) ; Automated Data Processing
(ADP) - EV4 and reporting platform; Ultimate Software
and Cognos Reporting; Fidelity Recordkeeping Platform;
Legacy Mainframe platform (DB2, CICS and TSO); People
soft
. Software: Dreamweaver, Adobe Photoshop, Microsoft Office
Suite, HTML, Internet Explorer
. Operating Systems: MAC, Windows ( ALL), Richter
. Web based training
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