Human Resources Customer Service

PEGGY ANNE NEILY

*** ********** *****

Phoenixville, PA 19460

484-***-**** (H) *****.*******@*****.*** 484-***-**** (C)

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SUMMARY

Senior Human Resource leader with Fortune 50 experience. Strong business

acumen instrumental in building solid professional relationships that

deliver bottom-line results. Success in assessing workforce processes,

creating efficiency and performance and quality improvements with a

commitment to excellence and integrity in the workplace. Respected as an

innovative leader by peers, direct reports and executives. Strong

partnership skills with customer service and contact center leaders and

workforce management.

EXPERIENCE

COMCAST CORPORATION, Horsham, PA 2004 to Present

Director, Human Resources (2006 to present)

Manage full-service Human Resource function for Comcast's Eastern Division,

including development of the human capital strategy, department objectives

aligned to the company's objectives, benefit and compensation philosophy

and management, budget adherence, etc.

. Serve as a Business Partner for Central Business Services Care, Sales and

Marketing Teams. Also served as Business Partner for sensitive

Government Affairs, Engineering and Public Relations departments.

. Recognized as coach on performance management and communication,

significantly increasing accountability and performance amongst the front-

line leadership. Eastern Division metrics are among the highest in the

enterprise.

Accomplishments include:

. Recognized by senior management and internal business partners as one of

the most effective HR teams in Comcast on the 2012 HR Effectiveness

Survey. Contact Center Business Unit also recognized for the lowest

attrition and leave of absence rates. Currently viewed as a benchmark for

other contact centers to emulate.

. Effectively grew the contact center from 350 FTE to close to 800 FTE in 2

years; that population has one of the highest employee satisfaction rates

within Comcast and a record breaking level of community service

participation.

. Results from Comcast's (CredoSpeak) annual employee satisfaction survey

identified the strategy, leadership and communication practices of the

Business Services Centers as strengths since 2008. The overall employee

perception proves Comcast to be a Great Place to Work. Concentration on

employee engagement activities such as performance management,

recognition events, leadership and employee skill-based training, and

volunteer opportunities directly impacted satisfaction levels.

. Ensure full compliance of FCC regulations. Passed all FCC audits and met

strict reporting requirements for diversity and hiring. Considered an

enterprise-wide Subject Matter Expert on regulatory compliance.

. Successfully provided redeployment support for 266 employees impacted by

a company consolidation, enabling internal placement close to 100% of

those impacted. Other consolidation activity resulted in redeployment of

92% of the employees, saving significant severance, unemployment and

future hiring costs.

. Centralized a multi-state engineering and IT operation of 200 employees

within one year. Led the customer loyalty ramp up of close to 100

employees within 6 months.

Manager, Human Resources (2004-2006)

Responsible for up to 300 multi-site employees within Comcast's Eastern

Division. Led HR initiatives, internal communications and benefit

administration, and served as the liaison with Comcast headquarters.

. Led the full-cycle recruiting effort during a significant period of

growth, hiring close to 100 employees in a 2-year timeframe.

PEGGY ANNE NEILY ( *****.*******@*****.*** Page 2

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. Coordinated reduction-in-force activity resulting from a merger of a

customer service operation into the Eastern Division. Identified key

components of the severance and transition and redeployment packages,

fielding all inquiries, issues and potential claims.

Spectator Management Group (SMG), Philadelphia, PA 1999 to 2004

Manager, Human Resources

Nationwide responsibility for the direction of the Human Resource

Departments in 98 facilities, with 1900 employees. Served as the corporate

liaison for all HR issues, including EEOC and ADA compliance. Enjoyed a

strong business relationship with key executive staff.

. Developed and drove uniform HR policies across the country, handling all

internal and external complaints as well as union grievances in three

states where collective bargaining agreements existed.

. Led the implementation of a new HRIS system (HRizon and Ceridian) with

minimal impact to payroll and benefit administration.

. Recruited key facility management and corporate employees, and

coordinated relocation for transfers and new hires.

BEARSDEN BIO, INC., Aston, PA 1993 to 1999

Director, Human Resources and Operations (1997-1999)

Managed all Human Resources activities such as employee benefits and

corporate bank accounts. Coordinated all corporate travel, relocations,

conferences and functions. Assisted in the production of marketing

materials.

. Organized new building space requirements including purchasing and

maintenance of office furniture/equipment, telephones and supplies.

Negotiated pricing for building maintenance.

. Implemented and maintained accounting systems (Solomon and MYOB).

Manager, Human Resources and Accounting (1993-1997)

Managed all Human Resources activities as well as accounts

payable/receivable and all corporate bank accounts. Coordinated lease

financing program.

STRUCTURED FINANCIAL CAPITAL, INC., Wayne, PA 1996 to 1997

Operations Analyst

. Effectively marketed innovative financing on an inter-state basis.

. Developed budget forecasting, monthly analysis and financial

reporting.

. Analyzed upcoming products for new business to determine feasibility

of continued use.

CENTRAL BAR & GRILL, Bryn Mawr, PA 1992 to 1997

Bartender

KINTERRA, Wayne, PA 1989 to 1992

Assistant Beverage Manager/Head Bartender

NATIONAL LIBERTY CORPORATION, Malvern, PA 1984 to 1988

Interim Supervisor and Team Leader

Responsible for VIP correspondence for Life and Health Insurance Division,

systems testing for life insurance products and training for customer

service representatives. Developed departmental budget.

. Licensed in the sale of both Life and Health Insurance.

EDUCATION

BS Mathematics, 1994, Cabrini College; graduated Summa Cum Laude

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