Human Resources Customer Service

Jessica thornton

**** ******* ****** ( EAST CLEVELAND, OHIO

***** ( CELL 216-***-**** ( **********@*****.***

Summary

A self motivated Human Resources professional adept at working

effectively with a team or independently. Demonstrated knowledge and

experience in new employee orientation, recruiting, interviewing and

program implementation. Able to work closely and effectively with

management and peers at diverse levels as a liaison for Human Resources.

Education

MASTER OF BUSINESS ADMINISTRATION, UNIVERSITY OF PHOENIX, BEACHWOOD, OHIO,

2008

Bachelor of Arts in Communication, University Of Toledo, Toledo, Ohio 2006

KEY SKILLS

Project Management Organizational & Multi-Tasking

Problem Solving Interpersonal Skills Attentive to Detail

Teamwork Innovative Microsoft Office

Customer Service Oriented Applications

Professional Experience

NORTHEAST OHIO REGIONAL SEWER DISTRICT

Human Resources Associate Internship February 2009 to Present

The Northeast Ohio Regional Sewer District is a federally mandated,

locally funded agency, with an employee population of 600. Under the

Clean Water Act, the District is responsible for collecting and treating

wastewater to contribute a healthy clean-water environment. The District

serves all or portions of 61 communities in Northeast Ohio.

Duties

o Cultivate relationships with managers and directors to ensure in-depth

understanding of their staffing requirements, including identifying

and documenting current and projected employment needs.

o Develop, with the hiring manager, a recruiting plan including a

timeline for each position vacancy.

o Screens applicants' qualifications, to ensure minimum qualifications

are met and forward suitable candidates to hiring manager.

o Conduct phone interviews for fulltime employee candidates.

o Educate stakeholders on the interviewing process to help establish a

better understanding of recruitment process.

o Record appropriate information on job applicant screening form to

support screening decision.

o Responsible for administration of Student Assistant Program.

o Responsible for cooperative student job postings throughout Northeast

Ohio Regional Sewer District.

o Organize and conduct talent interviews for Student Assistant Program

and Cooperative Student Program.

o Develop interview questions for Student Assistant Program.

o Assist with new employee orientation.

o Represent the Northeast Ohio Regional Sewer District at career fairs

to heighten awareness of the organization.

o Represent the District at professional and community events.

Key Accomplishments

o Lead and served as key team contributor for recruiting and placing a

substantial number of student assistants to fulfill needs throughout

the organization. Placed student assistants equal to 10% of the

District's work force.

o Designed behavioral based interview questions to ascertain and

distinguish good summer student candidates from the best summer

student candidates.

o Served as key team member for addressing summer student personal /

professional areas of development. Made key recommendations affecting

related outcomes. Provided input critical to disciplinary issues of

student assistants.

o Collaborated in revising and making recommendations to enhance and

revamp the Student Assistant Program. Recommended changes and

enhancements for over 50% of program modification.

o Assumed supervisory responsibility for two (2) HR department student

assistants in specific daily tasks and related responsibilities.

o Prepared, organized and finalized first draft of the District's data

report to ensure readiness for strategic succession planning

initiative.

City of Cleveland, Division of Water

Human Resource Associate Internship June 2008 - February 2009

The City of Cleveland, Division of Water is the nation's tenth largest

water delivery system pumping approximately 230 million gallons per day

to an estimated 1.5 million customers in over 70 communities. Cleveland's

water system is comprised of four intake cribs that are located three to

five miles offshore, four waterworks plants and more that 5,00 miles of

water mains.

Duties:

< Provided insight to Employee Labor Relations Officers on pre-

disciplinary decisions.

< Assisted with data gathering for metrics on a quarterly basis

(Grievance filed-Grievance withdrawn- Alternative Resolution) for

report to Commissioner of Human Resources.

< Created and implemented an employee user manual for Employee Labor

Relations.

< Worked with project team on information and design of Employee Labor

Relations Intranet Website

Key Accomplishments

o Participated in pre-disciplinary hearings. Served as a part of the

decisions making work group. Offered recommendations and other input

to over 50% of labor relations hearing incidents that ultimately

assisted with the final decision.

o Served as key member on the organization's Strategic Recruitment and

Retention Business Plan Committee. Completed S.W.O.T. analysis to

provide relevant and critical data to ensure proper alignment with

strategic objectives for recruitment and retention plan and related

future objectives. Organization utilized 100% of recommendations.

o Served as developer for Drug and Alcohol Awareness presentation which

was adopted and presented to the entire workforce.

NEW AVENUES TO INDEPENDENCE

Team Leader/ Direct Care

May 2005 - July 2008

New Avenues to Independence is a nonprofit human services organization

that is dedicated to enhancing the lives of individuals with disabilities

residing in Northeast Ohio.

Duties:

o Monitored daily behaviors of mentally challenged patients.

o Managed patients' conflicts with effective communication and problem

resolution skills.

o Accompanied patients' on community outings to local business,

appointments and family gatherings.

o Developed individualized educational plans to ensure patient

maximizing personal goals.

Committees/Affiliations

Student Member, Society of Human Resources Management, 2008

Member, Strategic Business Plan Committee, Cleveland Division of Water,

2008 - 2009

Member, Health and Wellness Committee, Northeast Ohio Regional Sewer

District, 2009

Member, Job Evaluation Committee, Northeast Ohio Regional Sewer District,

2009

Contact this candidate