Human Resources Customer Service

Jolenna Woods

*** ********** ***, *** *** ( Springdale, AR 72764 (

479-***-**** ( ************@*****.***

Legal Assistant, Human Resources, Administration & Business Professional

Dynamic and progressive business professional possessing legal assistant,

inside sales / customer service experience as well as HR generalist and

organization development experience. Possesses the ability to successfully

implement and execute multi-faceted operations/programs and to adapt

quickly and easily to diverse and challenging situations. Recognized for

excellence in problem-solving abilities and maintaining exceptional client

satisfaction achievements. Sought out for insight on complex organizational

issues and operational implications. Offers creative perspectives, and

challenges conventional views to better align decision making with changing

business needs. Works well under demands of meeting deadlines and

priorities in fast-paced, high pressure, multi-tasked environments.

Previously held SPHR and PHR certifications.

Key Competency Areas

Paralegal / Legal Assistant Reorganizations & Org Employee Relations

Realignment Client/Customer Service

Human Resources Management Program Coordination & Inventory

Implementation Microsoft Office

Internal Consulting Policy & Procedure Development Applications

Performance Management Internet & Technical

Competency Development Process Improvement Aptitude

Organization Development Compensation HRIS, ERP, & CRM Systems

Staffing & Selection

Education / Certifications

Notary Public in the State of Arkansas

Master of Business Administration (MBA), Emphasis in Organization

Development, University of Dallas, April 2004

Bachelor of Business Administration (BBA), Human Resources & Management,

Wichita State University, 1998

SPHR Certification, May 2001- June 2004; PHR Certification, December 2000

Professional Experience

Legal Assistant, Wayne Young Law Firm, Fayetteville, AR

Dec. 2009 to Aug. 2010

Served as legal assistant/case manager supporting multiple attorneys and

practice areas to include domestic, criminal, personal injury and Social

Security Disability.

. Maintain direct contact with customers, clients, courts, and other

parties via telephone; completing intakes and screening.

. Accurately maintain and update client information in the client

information system (Prevail) and document client interaction records.

. Manage the process of gathering case information and prep case files.

. Draft letters, legal documents and court pleadings.

. Improve processes; develop standard client letters, documents, and

pleadings.

. Schedule hearings with courts and judge's offices; support calendaring

for attorneys.

. Research plaintiff, defendant, medical provider and other relevant

parties' information.

Principal, Human Resources, El Paso Corporation, Colorado Springs, CO

2006 - 2008

Responsible for consulting and advising with management and employees on a

full range of human resources services including compensation, employment

law issues, retention and recruitment, performance management, conflict

resolution, and consistent application of policies/procedures and employee

relations.

. Built and maintained exceptional internal client relationships.

. Frequently sought out by management for assistance with human resource

and training needs.

Insurance Agent & Marketing Manager, Sheffield Agency, Inc., Hugoton, KS

2004 - 2006

Responsible for selling and supporting account management of crop insurance

products to agricultural grain producers . This role included the

management of a large portfolio of client policies, communicating crop

insurance product information to producers and prospects along with various

office management responsibilities.

. Managed design process and contract with design firm to develop a new

identity and logo for the agency which was then integrated into marketing

collateral, complete stationery set and print-based advertising campaign.

. Developed preferred mix of promotional items and managed vendor

relationships.

. Improved agency financial management processes making 90% conversion to

electronic payments.

. Serve as network and database administrator of four office computers.

. Streamlined mass mailing process for regularly scheduled communications

to customers.

Sr. HR Business Partner, TXU Corporation (now known as Energy Future

Holdings), Dallas, TX 2000 - 2004

Responsible for supporting specific division business units (BU's) and

functional areas' mid and senior management in a large Fortune 500 energy

company. Internal client groups included Energy division's Consumer, Small

& Medium Business Marketing group, Strategy, Finance and Accounting

organization and various shared service functions. Also responsible for

leading and participating in organizational development initiatives for the

division and participating in key corporate projects. Accountabilities

include serving as an internal consultant to assigned management staff,

communicating and managing HR programs and processes (e.g., organization

restructuring, organization development initiatives, compensation,

performance management, talent review, etc.), supporting business

strategies and people needs through significant individual contributor

leadership, coordination and collaboration with line management and COE's

(Centers of Expertise).

Also served as a HR generalist and business partner to management in the

corporate functions of IT, Procurement, Environmental Health & Safety and

Administrative Services for a population of greater than 1000 employees.

Acted as account manager to deliver guidance, leadership, training and

oversight in the areas of recruiting, employment, compensation, employee

relations, organizational effectiveness, diversity, and other related

initiatives.

. Led the re-organization and consolidation of three business unit level

finance and accounting groups into a single function from start to

finish. This included overall accountability for developing functional

competencies in collaboration with senior management, review of

organization design for redundancy and overlap with other functions,

managing the employee assessment process, reviewing re-staffing plans,

and managing the coordination and execution of the severance process.

. Provide informal leadership and guidance to junior generalist and non-

exempt staff in day-to-day transactional activities and general problem-

solving

. Worked with VP of Total Reward and Workforce Effectiveness on several

projects involving interface with officer level senior management,

including executive compensation, contract and potential severance

valuations for long-term incentives, deferred compensation, restricted

stock, etc., talent review, restructuring and direct report assessments.

. Participated with the Organizational Effectiveness group on the annual

company-wide Talent Review initiative for three consecutive years and

served as lead for Energy division; used learning from each year to

improve to process, tools and management use.

. Participated in the implementation of a broad-band compensation and

incentive program with an integrated competency model.

. Participated in the development and implementation of a consistent

performance management process and employee development framework across

the Energy division which included facilitating and delivering training

sessions to cross-business unit management audiences.

. Implemented standardized and consistent staffing and recruiting

processes/procedures for each assigned organization which increased the

organization's capabilities and effectiveness in ramping-up business

following de-regulation.

. Coordinated 360 multi-rater feedback reviews and coaching sessions for

three client management teams, securing high-quality, low-cost consulting

services at $140/hour.

. Frequently selected to participate on cross-functional project teams and

committees (e.g., HR cost reductions, performance management and learning

and development committees).

. Teamed with a colleague to create a feasible continuous learning resource

system proposal and project plan for TXU Business Services that included

the research of various e-learning providers.

Human Resources Generalist, Data Center Incorporated, Hutchinson, KS

1998 - 2000

Provided multi-location human resource support and assisted in the planning

and execution of HR initiatives in a banking information technology and

data processing firm in all facets of HR, with particular emphasis on

development, implementation and interpretation of various processes and

policies and advisement in HR matters. Provided guidance to management on

performance management, hiring and compensation processes, employee

relations issues, conducting investigations and corrective /disciplinary

action. Other activities included assisting in coordination and

administration of company benefits and HR programs.

. Completed an extensive update, revision, and design of a company employee

handbook; published 500 handbooks at an average cost of $0.80 per

handbook.

. Participated in full implementation of a company-wide drug testing and

employee assistance program by researching and reviewing various service

providers, recommending selection decisions and ensuring effective

operation.

. Promoted employee utilization and enrollment in local college and post-

secondary educational courses and programs, including coordinating and

conducting on-site employee course enrollment.

. Designed, implemented, maintained job description library with a

standardized classification system and format.

. Quickly gained advanced proficiency in utilizing AbraSuite HRIS system

for queries and reports, performing data analysis on employment,

compensation, performance, and other data.

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