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Human Resources Business Partner

Havertown, Pennsylvania, 19083, United States
December 28, 2017

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Joseph W. Zullo

Havertown, PA 19083 (610) ***-****

HR Operations Manager

Employee Engagement Workplace Processes & Systems

Strategic, accomplished Human Resources professional with extensive experience in employee relations, performance management, leadership development, employee engagement and analysis of reports. Provide hands-on support to build strong business relationships with leaders to support and achieve business goals and drive employee engagement.

Professional Experience

AQUA America Bryn Mawr, PA April 2017 – July 2017

Human Resources Contractor (Contract Assignment)

Provide Human Resources support for various client groups in multi-site/state locations.

Successfully recruited candidates for various positions in the Human Resources department

Created a 30-60-90-day new hire survey

Handle worker’s compensation claims for various states

Created a worker’s compensation process flow for the HR department

COMCAST New Castle, DE 2010 - 2015

Manager, Human Resources 2011-2015

Managed the Human Resources function within a 500-employee call center. Partnered with leaders to successfully drive our engagement scores. Coached the leaders to drive employee performance and engagement. Assisted the recruiting department in hiring 150+ employees for a newly-created Billing department. Coordinated regular touch base meetings with the trainers to evaluate the progress of the employees in each class. Successfully launched the “Future Leaders Program” for employees who expressed interest in leadership positions. Conducted round table meetings to uncover areas of opportunity and worked with leaders to develop improvement action plans for our site.

Successfully increased on-phone activity by 99.5% by analyzing phone reports and working with leaders to address employees who over utilize break time.

Collaborated with Leaders to increase by 39% our Engagement survey scores from 53 to 86.5 which became the highest score in the region.

Successfully reduced by 100% our “Comcast Listens” complaints (anonymous complaint line) to zero by creating an open-door culture.

Reduced our unnecessary off phone activity realizing a monthly savings of $3,000-$5,000.

Developed and rolled out an incentive resulting in the call center agents reducing their repeat calls by 25%.

Partnered with leaders to develop individual development plans to improve performance for their teams. Coordinated touch base meetings to evaluate progress of these plans.

Created and implemented a Career Day, Career Newsletter and Career Development program to drive career progression for our agents and to drive engagement.

Developed a College Partnership to improve our recruiting initiatives for the regional call centers.

Created a “Winning at Comcast” presentation to introduce the site Director to our new hires to set call center expectations and enhance the on-boarding experience.

Partnered with Corporate Wellness department and vendors to roll out wellness initiatives

Employee Relations Consultant

COMCAST Manpower Business Solutions 2010 - 2011

Investigated and resolved all employee relations issues for Comcast employees working in the Best Buy retail stores across the country. Partnered with Revenue Assurance, Legal and Security to conduct thorough and objective investigations. Provided day-to-day guidance to all leaders regarding performance management, attendance, conduct, fraud and interpretation and administration of policy.

Participated on project team that developed the HR policy guide, new attendance management policy and risk management guidelines for front line employees.

Created attendance management tracking for managers.

Created and presented to management a process flow for STD/FMLA.

Developed attendance management corrective action template.

TNS GLOBAL Horsham, PA 2008 - 2009

Senior Human Resources Business Partner

Provided Human Resources support for various client groups in multi-site/state locations. Handled employee relations, performance management, leadership development, coaching, training and on-boarding of new employees. Drove the employee satisfaction survey from delivery to results through action planning and implementation. Partnered with leadership to identify top and bottom performers and worked with managers to execute development plans to improve employee’s weaknesses and increase employee engagement.

Decreased IT turnover 55% by creating and implementing a Career Path Model.

Led project team for an On-Boarding program, a formalized approach to onboard new employees in a consistent manner based on their role with TNS.

Created and implemented a Quarterly Performance Management Report Card.

Implemented “What’s on Your Mind” e-mail box as a communication tool for IT and Operations

Developed and rolled out a retention presentation to my multi-site client groups.

INDEPENDENCE BLUE CROSS Philadelphia, PA 1998 - 2008

Human Resources Business Partner

Handled high volume employee relations issues for multi-site client group. Partnered with legal, security and corporate fraud departments to bring closure to the investigations. Worked with leaders to drive consistent interpretation and application of company policies. Worked with leaders to implement individual development plans and coordinated quarterly meetings to review progress. Counseled leaders on FMLA, STD and ADA. Partnered with other areas of HR to deliver programs and strategies to support the line of business.

Created and implemented monthly “Lunch and Learn” developmental series for leaders.

Participated on project team that created company career web site and employment phone hot line.

Created Behavioral Interview training workshop and guide for line management.

Project Lead for a job description consolidation project for the operations area.

Introduced and implemented a rewards and recognition program to the operations departments.

Implemented a STARS (Seeking Talent and Recruiting Superstars) alternative recruiting program.


B.S. Human Resources/Labor Relations

LaSalle University, Philadelphia, PA

Professional Organizations

Society for Human Resource Management (SHRM)

Philadelphia SHRM

Greater Valley Forge SHRM

Philadelphia Society of People and Strategy (PSPS)

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