Customer Service Human Resources
Resume:
Jennifer J. Jenks
Exton, PA ***41
*****.*****@*****.***
Key Functional Areas
Organizational Change Management & Communication
Strategic Planning
Organizational Development & Effectiveness
Job & Competency Modeling
Performance Analysis
Systems Analysis
Employee Relations
Testing & Assessment
Employee Engagement
Data Analysis
Training
Behavioral Analysis
Human Factors
Human Capital
Professional Experience
WorkplaceDynamics, LLC
Intern- June 15, 2009 - July 24, 2009
Support Analyst- July 24, 2009 - March 26, 2010
. WorkplaceDynamics is a Human Resources data company specializing in
employee engagement, retention, and talent acquisition through their
Top Workplaces Project.
. Corresponded with participants, administrators, and clients
regarding employee engagement survey program sponsored by
various publications (examples: The Boston Globe, The
Philadelphia Inquirer.)
. Developed survey questions, Examined methodological issues,
Wrote promotional material, Executed recruiting support
functions.
Selected Achievements:
. Successfully coordinated relocation of business to a new, more
ergonomic and productive office for a workforce that had doubled in
size.
. Provided great service, clarity, and attention to detail in delivery
of survey results.
. Developed a new functional area, Client Relations & Support, by
trending and reporting client retention, feedback, and data sales
upgrade information.
. Creation of Client Relations & Support function streamlined the
Results Sales Team, allowing team to generate more revenue.
. Assisted in building Human Resources function for the projected
company growth.
. Helped develop and validate more actionable survey questions.
Strong Point Strategy, LLC
Organizational Analyst Intern- November 2008- June 2009
. Assistant to Principal Consultant, Sharon McCollick, in Organizational
Development, Change Management & Communication, and Leadership
Development projects.
. Wyeth: Organizational Change Management & Communication,
Competency Modeling, Reorganization, Employee Assessment,
Development of flexible business model to accommodate a large
workforce reduction, Identified and Implemented strategies to
executive team to align with the new business model.
November 2008 - March 2009
. Merck: Organizational Change Management & Communication,
Assisted in the Development of content for company-wide tools
(website, job aids, and presentations) to simplify and train
employees on the changes in organizational structure, processes,
and protocols following a global software implementation.
March 2009 - June 2009
Selected Achievements:
. Successful integration of IS and R&D teams through interviews,
strategic planning, and presentations. (Wyeth)
. Standardized performance language and job descriptions through
competency modeling. (Wyeth)
. Helped build process mapping, stakeholder matrices, acronym
dictionaries, online training website structure, and communication
tools for the launch of a global software change initiative.
. Wrote & edited successful project proposals and presentations.
Iron Hill Brewery & Restaurant
Server- October 2007 - Current
Selected Achievements:
. 100% Customer Service Rating on Secret Shop- June 2009
. 100% Customer Service Rating on Secret Shop- July 2009
Education
West Chester University, West Chester, Pennsylvania
Master of Arts, Industrial-Organizational Psychology
August 2007- May 2009
Graduated With Honors, GPA: 3.66
Wright State University, Dayton, Ohio
Bachelor of Arts, Psychology
July 2006 - August 2007
Graduated Magna Cum Laude, GPA: 3.66
Ohio University, Athens, Ohio
Bachelor of Fine Arts / Painting, Minor in Psychology
September 2001 - June 2005.
Graduated Cum Laude, GPA: 3.53
Activities, Awards, & Associations
. SIOP Member - (Society of Industrial & Organizational Psychology) 2008
- 2010
. PAAP Member - (Philadelphia Area Applied Psychologists) 2008 - 2010
. Undergraduate Art League Member - Ohio University, 2002-2005
Co-President: Spring 2004 - Spring 2005
. Motivation and Training Lab, Wright State University
Volunteer Research Assistant - November 2006 - June 2007
o Data collection, coding, data entry, managing experiment
sessions, building documents, graphs & tables for the
Industrial / Organizational Psychology Department.
Software & Applications
Microsoft Outlook
Microsoft Excel
Microsoft Word
Microsoft Power Point
Microsoft Visio
QuickBooks Online
Salesforce
SPSS
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