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Customer Service Management

Midlothian, VA, 23112
August 28, 2012

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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


HR Business Partner-Benefits


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


. 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


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


. 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


Professional Human Resources



. 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


. Software: Dreamweaver, Adobe Photoshop, Microsoft Office

Suite, HTML, Internet Explorer

. Operating Systems: MAC, Windows ( ALL), Richter

. Web based training

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