Jennifer B. Cole

*** ******* *****, ***** ********, GA 30083 / 34 White Pine Circle, Fletcher, NC 28732 404-***-**** ac2kvd@r.postjobfree.com

NOTE: Although currently based in Atlanta, I am relocating to Asheville, NC.

Education

BACHELOR OF MUSIC PERFORMANCE UNIVERSITY OF NORTH CAROLINA AT GREENSBORO

Major: vocal performance (classical)

Experience

EMPLOYEE RELATIONS CONSULTANT GEORGIA INSTITUTE OF TECHNOLOGY 4/2017-PRESENT

Responsible for maintaining a positive employee relations environment for staff of various colleges within Georgia Institute of Technology.

Support college leadership by providing policy development and interpretation, providing review of discipline and termination decisions, and conduct investigations into allegations of discrimination and harassment.

Manage diversity, equity, and inclusion initiatives. Lead conflict management processes with particular attention to oversight for investigations, disciplinary hearings, and advanced interventions.

HUMAN RESOURCES MANAGER THE HOME DEPOT 8/2011-3/2017

Provided excellent customer service and expert consultation to Home Depot managers and associates, including internal new HR Managers.

Managed high volume of employee relations cases from receipt to resolution, ensuring that they are closed in a timely manner.

Ensure associate and manager calls are properly handled and documented to align with Home Depot polies and values.

Researched complex issues, minimize legal risk and third party involvement by conducting thorough internal investigations to resolve and correct the issue, contacting the appropriate parties to communicate the resolution, as necessary.

Provided training for new-to-company and new-to-department staff.

Developed additional curriculum for performance development including Interview Skills Training certification program.

Developed job aides and tools as needed to increase overall Departmental performance.

FMLA CLAIMS SUPERVISOR SEDGWICK CMS 5/2009-9/2010

Supervised team of 10 claims examiners for a third party administrator that manages federal and state family medical leaves for Delta Airlines.

Responsible for performance management and development of team through claims reviews, quality monitoring, and regular coaching.

Lead employee satisfaction focus groups and implemented associate-driven solutions to improve employee morale.

Responsible for monitoring any changes in state or federal leave laws to ensure compliance.

Nurtured and developed client relationship by delicately handling customer escalations and leading projects to streamline internal processes to improve customer relationship.

PERSONNEL ANALYST GEORGIA DEPARTMENT OF LABOR 8/2008-5/2009

Investigated allegations of harassment and discrimination through the employee grievance process. -Researched and responded to EEOC/GCEO claims. 100% of all responses from EEOC/GCEO were favorable.

Consulted with managers and employees, providing guidance on policies and procedures, including corrective and disciplinary actions.

Provided formal training to all levels of management on topics including the Family and Medical Leave Act (FMLA), Americans with Disabilities Act (ADA), Fair Labor Standards Act (FLSA), discrimination and harassment, and progressive discipline.

Revised FMLA policy to be compliant with new regulations beginning in January 2009.

HUMAN RESOURCES GENERALIST – EMPLOYEE RELATIONS BANK OF AMERICA CORPORATION 12/2005-10/2007

Consulted with managers and associates to provide guidance on HR policies and practices, to resolve HR-related issues including performance management, disciplinary counseling, conflict resolution, request for termination appeals and other sensitive workplace issues.

Provided advice and counsel to managers and associates on complex issues involving the FMLA, ADA, allegations of sexual harassment and discrimination, labor laws and other state-specific employment laws.

Collaborated closely with Legal, Corporate Security, Audit, Life Safety and Workers' Compensation partners to help mitigate risk and minimize exposure to the bank.

Worked with Leaves of Absence vendor to ensure that FMLA/ADA regulations were followed and bank leave of absence program administered appropriately.

CUSTOMER SERVICE MANAGER/SITE COMMUNICATIONS MANAGER G.E. CONSUMER FINANCE 1/2002-12/2005

Responsible for performance management and development of a team of 18-22 customer service representatives.

Duties included monitoring for quality assurance, coaching and implementing various strategies to enhance team performance while balancing productivity goals.

Developed rewards and recognition programs, performance improvement plans, administered corrective action, wrote performance appraisals, hired and terminated employees, and resolved employee relations issues.

Participated in the roll-out of cross-selling initiatives.

Communications Manager for global and internal Operations initiatives. Contributor to GE Consumer Finance monthly newsletter. Editor of site newsletter and website. Created job aides to assist in reducing learning curve for new products and procedures. Prepared senior management communications and presentations.

Collaborated with Human Resources to form interview team for exempt and non-exempt staff. Partnered with HR to revise interview questions for exempt staff to direct candidates to more specific answers and link them to requisite competencies within open position.

Active member of cross-functional project teams to maximize IVR functionality to reduce cost to operations, as well as leverage IVR as a marketing channel to increase customer awareness of internet functionality. This project saved $1.1MM across Consumer Finance.

Certifications

Six Sigma - Greenbelt

References available upon request

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