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Employee Relations Customer Service

Location:
Charleston County, South Carolina, 29455, United States
Posted:
April 26, 2018

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Resume:

Jennifer R. Barton

**** ****** *** ****, ***** Island 29455

864-***-****

ac49cc@r.postjobfree.com

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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