Management Customer Service

Jacqueline Clabaugh

Sr. Employee Relations and Staffing Consultant - Diversified RPO

Camp Hill, PA

********@*****.*** - 814-***-****

High energy, results oriented professional with over 20 years of supervisory, employee relations, human

resource, customer service and sales experience. Reputation for creating and implementing programs that

motivate staff to collaborate and embrace company mission and values. Experience in managing multiple

locations as well as HR knowledge throughout different States. Keen ability to develop lasting relationships

with new and existing customers through listening skills, attention to detail and service delivery beyond

expectation. Success in creating systems that streamline and simplify processes, reduce time spent on

projects, improve productivity, foster teamwork and create personal and team accountability. Skilled in MS

Word, Excel, PowerPoint, Access, ADP, SAP, HRIS, Kenexa and PeopleSoft software.

WORK EXPERIENCE

Sr. Employee Relations and Staffing Consultant

Diversified RPO - Mechanicsburg, PA - June 2014 to Present

Partner with DSO management to promote a positive employee culture, manage and resolve workplace issues,

and communicate and engage with the workforce on business and HR initiatives and programs. Consult

and address complaints, concerns and allegations raised by employees, management and the company.

Conduct investigations and prepare written case summaries. Collaborate with legal affairs and/or management

to resolve issues including implementing disciplinary actions up to and including termination. Assist in

preparations for and attend mediations, arbitration and other court proceedings, including unemployment claim

responses.

Provide human resource support to the organization in the areas of performance management, succession

planning, retention and workforce analytics. Gather insight from the business, management and employees to

provide information on trends and issues to HR leaders and Senior leadership. Analyze, develop and review HR

policies, procedures and guidelines for HR matters. Develop and deliver HR training programs to management

and employees as needed.

Employee Relations Specialist

Lowe's Home Improvement Inc - Pittston, PA - 2013 to 2014

Using available data/field HR recommendations, conduct on-site visits in Supply Chain locations (RDCs,

FDCs, Millworks, Import/SOS, etc) to discover and examine employee relations issues that may be negatively

impacting the facility. Provide objective assessment/evaluation summary of location and recommendations to

Field HR & OPS for action plan and solution implementation.

Act as ombudsman or "honest broker" for employees by discovering issues, listening, and recommending

solutions / action plans to problems with involvement of local management personnel. Provide on-going

follow-up and inspection of the efficacy of action plans for improvement. Provide feedback to HR & OPS of

success and/or shortcomings. Evaluate data to identify potential "hot spots" (ie. - Grass Roots summaries,

Employee Opinion Survey (EOS), media information and Ethics Alert Line). Provide additional divisional

statistics/reports as required. Project management of program materials. Coordinate projects with both internal

and external partners /vendors as needed. Evaluate, revise and develop both existing and new ER initiatives

and educational materials

Human Resources Manager

Lowe's Home Improvement, Inc - Auburn, ME - 2011 to 2013

Implement HR programs and trainings for performance and talent management for mid and senior level

staff. Manage employee relations, worker's compensation; determine disciplinary actions, performance

improvement counseling and termination of associates. Develop and facilitate ongoing training for

management and staff for benefits and store employees and procedures. Serve as the benefit administrator

and communicate with carrier for additions, changes and COBRA. Ensure HR compliance with Federal and

State laws and hiring procedures and regulations including but no limited to; FMLA, ADA, FLSA, EEO/AAP,

Workers Compensation, unemployment and labor relations.

Develop local store management strategy by conducting workforce analysis to identify strategic staffing.

Formulate and overall succession planning blueprint for all employees and provide guidance and training

to associates and managers in career and leadership development. Spearhead grievance process as well

as assisting to negotiate contracts with over 25 union installers. Conduct on boarding process and facilitate

new employee orientations. Participate in IDES hearings and conduct investigations on internal and external

complaints. Process weekly payroll as well as create and edit schedules utilizing labor scheduling system.

Analyze and oversee modifications to compensation and benefit policies to remain compliant with legal

requirements. Recruitment of new employees and oversee the development of employee offers and benefit

packages. Work with loss prevention to investigate and respond to theft issues that have occurred within the

store. Provide support to the management team acting as their HR Business Partner.

CareerLink Administrator, PA CareerLink

Commonwealth of PA - 2003 to 2010

Managed the operations of two PA CareerLink facilities which provided Workforce Development services to

the residents of Bedford and Blair Counties. Directly supervised 58 employees and 7 supervisors working for

different agencies within the community and was able to align their participation in obtaining shared goals.

Monitored all service levels within the CareerLink and took necessary actions to ensure customer satisfaction,

adherence to federal and state regulation and the obtainment of performance measures for continue funding.

Prepared and delivered oral and written presentations on services available to businesses throughout the

communities I served. Worked with these organizations to determine staffing plans based on current and future

needs. Served as a source of human resource information for local companies and provided labor market and

other prevalent information to businesses looking to locate within my Counties. Through these efforts we were

able to increase our business usage percentage by 45% in one year.

Defined scope of services to be rendered within legislative regulations for a public agency functioning without a

board of directors. Oversaw the operation of federal, state and local policy and program delivery. Consistently

exceeded performance goals by at least 5% yearly. Served as the lead of the Management team which

consisted of 12 different business, education and non profit agencies housed at the CareerLink. Held bi-

monthly management team meetings to set strategic plans and goals in place for the CareerLink to follow.

Served on educational and business boards throughout the community to ensure current program offerings

met the needs of both the local employers and job seekers. Recruited new non-profit and for-profit

agencies to house their services at the CareerLink to better assist the needs that were determined in

the community. Directed and coordinated fund raising, public relations, fact finding and research activities.

Provided educational and informational presentations throughout the community at schools, outreach activities

and other business events.

Assisted in developing a region wide training program for six CareerLink facilities to ensure all staff was skilled

in the same competencies. Helped to determine these competencies by surveying staff and addressing their

training needs.

EDUCATION

BS in Leadership

Pennsylvania State University

August 2011

Letters Arts & Sciences

Pennsylvania State University

April 2008

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