Human Resources Customer Service

Jessica Ernst

* **** Locust St. Livermore, CA *4551 **************@*****.*******.*** * 720-***-**** *

Professional Experience

Comcast Cable

July 2008 to Present

HR Manager Livermore, CA

• Responsible for supporting 800 employees in multi-locations ranging from hourly to executive level employees.

• Facilitate quarterly HR trainings to leaders regarding California State leave laws, Worker’s Compensation, Payroll practices, SAP

capabilities, Performance Management and Employee Relations.

• Resources for HR team on HR Disciplines and Comcast best practices.

• Developed a Region and Shared Services HR SharePoint for all employees and supervisors to utilize for HR inquires, documents,

upcoming deadlines and events.

• Streamlined the Leave of Absence process to ensure that all employees receive accurate and timely information regarding their leave rights.

• Implemented an internal Career Fair for employees to promote career growth within the company and provide employees with career

advice.

• Extensive knowledge in employee relations matters.

o Advise and counsel senior leadership on performance management and employee relations issues.

o Provide guidance to HR team on complex employee relations and leave matters.

o Streamlined the corrective action process to ensure consistency and timely delivery of all corrective actions.

• Developing an HR 101 Training for supervisors and above to provide guidance around Comcast polices and HR Disciplines.

• Reduced Employee Relations complaints by implementing HR Chat Sessions and action plan meetings with senior leadership.

Comcast Cable

December 2006 to July 2008

Sr. Human Resources Professional Denver, CO

• Responsible for supporting over 600 employees consisting of Customer Service Representatives, Supervisors, Managers and support staff.

• Capacity to source, screen and select candidates based upon strategic qualification criteria and business direction

o Knowledgeable in recruitment of ideal candidates through career fairs, Internet, and networking though career service at colleges

and various community organizations.

o Recruited and hired non-exempt and exempt employees to support the business direction of the Colorado market.

• Understanding of employee relations issues

o Promoted an Open Door environment and handles employee relations issues in a real-time environment

o Implemented an Open Door Scavenger Hunt for all Call Center employees reinforcing the Comcast open door policy.

o Conducted HR employee chat sessions where employees can share their voice with HR

• Extensive knowledge of FMLA, STD, LTD, State and Federal laws

o Administered FMLA, STD and LTD to eligible employees

• Managed and processed HR laws and regulations such as EEO, FMLA, FLSA, ADA, ERISA, and IRS requirements

• Implemented a CARE newsletter that encompasses quality, employee development, recognition and operations for the Iliff and Colorado

Springs Call Centers

• Ensured compliance with the company's legal guidelines and policies to protect the business and its employees

• Delivered outstanding service to internal customers in the areas of compliance, employee relations, compensation, benefits, employee

satisfaction, performance management, and development

• Consulted and influence leaders in the design, development, and execution of human resources strategies as well as development programs

that reinvest in the human capital of our call center

• Developed Corrective Action Guidelines and templates for CARE employees supporting the roll out of Project Green Light

• Delivered HR training to leadership regarding interviewing skills, FMLA/STD, corrective action and attendance guidelines

• Implemented a training checklist for Human Resource professionals to ensure consistency and implementation of Comcast policies and

procedures to make certain that HR provides their client group with excellent customer service

Target Corporation

January 2006 to December 2006

Human Resources Manager Arvada, CO

• Supported over 250 employees

• Facilitated the district interview process for department managers

• Capacity to source, screen and select candidates based upon strategic qualification criteria

o Recruited and hired talented employees

• Conducted new hire orientation

• Managed HR Administration staff

• Implemented a developmental program for managers, team leaders and a team trainer program

• Responsible for workers compensation claims and ADA issues

• Successfully rolled out new benefits enrollment to all eligible employees

Jessica Ernst

• Facilitates the 90-day and annual review process

• Successfully rolled out a new performance review process and HRIS system

• Solid understanding of unemployment claims, employment verification, drug screens and background checks

• Responsible for unemployment hearings

• Responsible for accurate staffing, forecasting and payroll reporting.

• Succession planning and employee development

• Ensured Target stayed compliant with all state and federal laws

• Investigated employee issues and concerns

Target Corporation

May 2003 to December 2005

Salesfloor Manager Littleton, CO

• Trainer for the District (9 stores)

• Safety Captain, reduced workplace accidents by 50%

• Responsible for seven departments and managed five department supervisors

• Facilitated daily huddles and delegate daily task to team

• Knowledgeable in recruitment of ideal candidates through career fairs, Internet, and networking though career service at colleges

o District Resource for college recruiting

• Oversaw transitions of departments

• Developed team members to their next positions

• Participated in guest account management by opening new Target and Target Visa accounts as well as making payments on guest’s

accounts

• Managed payroll everyday by comparing daily forecast and sales to reach weekly hours for payroll

• Drove sales by maintaining instocks and by having accurate prices on all products

• Lead on duty on rotating basis with other managers

• Intern sponsor

Regional Transportation District (RTD)

March 2003 to May 2003

Human Resources Rotational Intern Denver, CO

• Examined Recruiting, training, Human Resources Administration, and employee relations

• Experienced in screening resumes, administering paperwork to future employees, testing, background checks, employment verifications,

employee issues, unemployment claims, as well as Union issues

• Analyzed Worker’s Compensation by creating employee files, paying medical bills and employee wages Filled medical bills and

confidential employee documents

Education

Regis University Denver, CO

August 2004-August 2006

• Master of Science in Management, emphasis in Human Resource Management

Metropolitan State College of Denver Denver, CO

August 2001-July 2003

• B.A. Speech Communications, emphasis in Organizational Communications with a Minor in Business Management

Certifications

Regis University Denver, CO

2003

• The Fundamentals of Human Resource Management Certification

Mountain States Employer’s Council, Inc. Denver, CO

2007

• FMLA: A Guide for Human Resources

2008

• PHR

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