Employee Relations Customer Service
Resume:
Jennifer R. Barton
**** ****** *** ****, ***** Island 29455
***************@*****.***
CAREER SUMMARY
Experienced Human Resource professional dedicated to driving successful business results through effective alignment of HR practices with business needs. Creative and innovative thinker with effective human resources management and goal setting abilities combined with superior leadership, team building, communication, interpersonal, and presentation skills. Self-motivated with the ability to excel in a fast-paced environment; communicate effectively at all levels; manage competing priorities; and adapt readily to new challenges.
PROFESSIONAL EXPERIENCE
Gannett USA Today Network, Greenville, SC April 2009 – Present
Gannett Co., Inc. is a Fortune 500 news, information and media industry leader that publishes 100+ newspapers, in the USA. Gannett is the USA's largest newspaper group in terms of circulation which includes USA TODAY, the nation's largest-selling daily newspaper.
Principal HR Business Partner
Primary accountabilities include:
Provide leadership and expertise for the full scope of HR functions including recruitment, employee engagement, coaching and development, policy administration, performance management, and employee relations to 6 publishing sites and 1 call center within the USA Today Network.
Deliver excellent and responsive customer service to client group while building positive working relationships based on trust and honesty.
Work with leaders and employees to maintain and foster positive employee relations that is conducive to a positive work environment.
Conduct needs assessments for client groups and respond accordingly by using a creative and consultative approach to improve processes and overall performance.
Facilitate OD using techniques such as roundtables, needs analysis, and focus groups and report findings to management team. Partner with Management team to create plan of action based on employee input to address issues proactively before escalating.
Accomplishments
Partnered with CMS Leadership to create a Pay-For-Performance Bonus structure for all front line Customer Service Representatives in an attempt to improve key performance metrics for the call center while rewarding employees that demonstrate the required call handling procedures.
Collaborated with CMS Leadership to create a Performance Improvement Process that focused on improving the performance of Customer Service Representatives that struggled to meet expected key performance metrics. Program focused on additional training, coaching, and development for Customer Service Representatives.
Created a Career Path Program that focused on driving key performance metrics of front line customer service representatives as well as reward and retain top talent.
Achieved successful audit results through proper file maintenance, payroll procedures, and security compliance.
Charter Communications, Greenville, SC August 2005 – September 2008
Human Resource Manager
Responsible for all aspects of the Human Resource function for a client group of 500 employees including 30 management team members at the largest Contact Center in the East Division of Charter Communications. Primary accountabilities include:
Lead a team of specialized Human Resource Professionals focused on supporting the needs of client group from a Human Resource perspective.
Consult with all levels of management on employment law, effective management practices, policy interpretation, employee relations, training and development, performance management, and compensation and benefits.
Address employee relations’ issues across all levels focusing on a positive, respectful work environment and improving annual Employee Opinion Results.
Staffing. Forecast and project staffing needs to ensure staffing needs are met at all levels. Analyze attrition and make recommendations to management.
Budget management. Responsible for maintaining an Employee Relations annual budget of $72k and using funds in a responsible manner that promotes a positive work environment and maximizes employee performance.
Accomplishments
Decreased Leave of Absence Volume significantly by streamlining LOA administration and streamlining the LOA process.
Successfully met staffing requirements for the Contact Center and decreased attrition by 35% in 2007.
MCI Telecommunications, Greenville, SC June 1999 – August 2005
Senior HR Generalist
Provide HR generalist support to a client group of 500 employees including 50 management team members at an 800 employee facility of one of the nation’s largest telecommunications firms. Primary accountabilities include:
Deliver management training and development in key HR core skill areas including effective coaching, positive employee relations/union avoidance, sexual harassment, legal compliance, ADA/FMLA, performance management, managing corrective action, conflict management, workplace violence, interviewing & selection, and diversity.
Partner with local HR / Recruitment staff to ensure client group satisfaction and consistent hiring practices.
Ensure EEO and AAP compliance.
Employee Relations initiatives that fosters a positive work environment for all employees.
Day to day responsibilities include true generalist responsibilities such as employee relations, investigations, staffing, performance management, rewards & recognition, compensation, benefits, and training and development.
Accomplishments
Implemented multiple innovative retention programs steadily decreasing turnover year over year with a cost savings of $1.3 million.
Produced performance improvement program aimed toward exceeding primary business goals for increased productivity, improved quality, and morale.
Achieved successful dismissal of all EEO/SCHAF/DOL charges.
Created and implemented employee and career development initiative for management to focus on continuing education and leadership.
Designed absenteeism campaign to educate management team and clients on the effects of absenteeism.
Recognition Awards Received (resulting from nominations by internal clients)
Top Support 1999
Best of the Best 2000
Spotlight 2001
Leader Award 2001
Top Support 2002
Leader Award 2002
Spotlight Winner 2003
Leader Award 2003
Ovation Winner 2004
Charter Champion Appreciation Winner 2006
RELATED EXPERIENCE (HR INTERNSHIP)
Day & Zimmermann International Inc., Greenville, SC January – June 1999
Affirmative Action Project Leader
Day & Zimmermann is one of the Southeast's leading process and industrial engineering firms.
Developed and maintained Affirmative Action Plans for numerous project sites
Educated Management on AAP compliance
Analyzed AAP statistical information and make recommendations to management
OTHER EXPERIENCE
1992 –1996: Served as advertising sales executive for a newspaper in Anderson, SC.
EDUCATION
Master of Human Resource Development (MHRD), 1999
Clemson University Clemson, SC
BA – Communication, 1992
Lander University Greenwood, SC
PROFESSIONAL DEVELOPMENT
Tri-State Human Resources and Management Conference 2005 & 2007
Professional in Human Resources (PHR) Certification, May 2002
Employee Relations Law Certificate – 2000
Certified Trainer in FMLA / ADA, Sexual Harassment, Interviewing Skills, Positive Employee Relations (Union Avoidance), Conflict Management, Performance Management, and Diversity – 2000
Tri-State Human Resources & Management Conference - 2001
Ogletree Deakins Law Series, 2000 and 2001
COMPUTER SKILLS
Microsoft Office: Word, Excel, PowerPoint, Outlook; various HRIS systems
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