Human Resources Manager

Jenn Dory

El Cajon, CA ***** 858-***-**** *********@*****.***

www.linkedin.com/in/jenn-dory-218463a

Director, Strategy and Operations

Human Resources Administrative Services

Highly skilled Executive with entrepreneurial drive and 10+ year proven track record providing leadership in areas of strategic planning, sales optimization, human resources and sales and marketing operations. Trusted advisor driving success across all market segments. Bring strategic vision to business, identifying new and innovative approaches to revenue growth and supplying an objective perspective. Successfully establish and implement corporate goals and objectives across all administrative functions. Collaborate with internal and external stakeholders, work cross-functionally to lead market and national initiatives, create product growth strategy and execute plans. Track business performance, analyze quarterly trends, formulate actionable insights.

Excellent communication, interpersonal and prioritization skills. Implement best practice solutions. High level of business acumen, including successful ability to allocate resources and manage operating expenses to maximize P&L. Leader able to recruit, hire, train and mentor teams to meet – and exceed – corporate goals.

Strategic/Analytic Thinker

Evaluate Market Opportunities

Tactical Planning & Analysis

Industry Networking

Process Improvement

Market Trends

Competitive Intelligence

New Business Development

Bottom Line Oriented

Client Management

Operational/Demographic

Data Analysis

Financial Forecasting

Change Management

Six Sigma Green Belt

Some Key Career Highlights

Led implementation of PwC strategic priorities, with specific focus on driving firm’s transition to dual partner support structure.

Administrative Support Concierge (ASC) Program Operations Manager, provided remote administrative support to 370+ partners.

Grew program from initial pilot of 10 to team of 85 in two geographically dispersed locations, achieving partner satisfaction rating of 95%.

Reduced traditional onboarding costs 20% by creating new 240-hour ASC training program, and new 180-hour ASC Manager training program.

Leveraged technology through linked Sharepoint and Spark page to share information across all ASC teams resulting in consistent quality deliverables to partners.

Improved Tax Billing Metrics to 124%+ for mid-month billing.

Reduced firm overtime expenditures from 6% to less than 1%, increased utilization from 9% to 16% while decreasing absences by 25%.

Professional Experience

PwC, San Jose, CA, Washington, D.C., and Atlanta, GA 2008 – 2016

Originated in London, corporation has expanded worldwide, with a global network of 223,000+ people in 157 countries, offering services including audit and assurance, tax and consulting.

Market Administrative Leader, 2015 – 2016

Led team comprised of Executive Assistants, Team Assistants, Records Management, Office Services, and Meeting and Event teams in US markets, responsible for strategic vision and implementation across all administrative functions (Partner and Team Support Solutions, Information Security, Business Continuity Strategy and Implementation).

In-depth knowledge of customer's businesses, lines of service and Internal Firm Services functions.

Served as an IFS Leader in market crafting MMP market communications, leading market and national initiatives including Giving Campaign, Corporate Responsibility, representing PwC at local community meetings. Reduced administrative expenditures by 30%, implemented innovative outsourcing agreement that reduced facilities expenses by 25% and was adopted Nationally, created network between the other Big 4 firms Admin Leaders in Atlanta facilitating sharing of industry best practices

Contributed to FY16 planning process, assisting leadership in finding cost effective operations of administrative functions. Reduced administrative costs by $10M annually through implementation of dual support model, where 33% of eligible partners were active participants. Reduced facilities costs by $3M annually, by creating a workload tracking system that was adopted by the US Firm. Reduced resource cost and waste by implementing “print on demand” features for network printers and copiers, saving $500k in paper costs annually.

Coached and developed managers in support roles, drove behaviors needed to move firm toward having distinctive support services organization.

Administrative Support Concierge (ASC) Operations Manager, 2013 – 2015

Created partner surveys to assess program effectiveness at pre-designated milestones, achieving 95% net supporter score.

Surveys enabled immediate programmatic changes, indicated focus areas and strengths, and allowed partners to share their experiences first hand.

Leveraged survey feedback to improve support through programmatic improvements and real time program tailoring and adjustments to affected partners.

Tracked budget, policies, operations and lessons learned, implemented a continuous learning and improvement environment enabling flexible and real time adjustments to operations and curriculum to reflect changes in corporate focus and changes in LoS priorities.

Served as lead project controller for the launch of a newly formed division, which included standardizing financial infrastructure of platform.

Spearheaded the development of financial reports that aided in business decision-making processes.

Tracked performance against estimates as well as reported project performance and raw labor analysis; ROI indicated a break-even point of 2 years, and a program savings of $30M.

Recipient of the Annual Achievement Award for technical and programmatic excellence for fiscal year 2014.

Executive Assistant/Team Assistant Manager, Washington Metro and San Jose, 2008 – 2013

Coordinated and supervised efforts of 70 Executive and Team Assistants in support of approximately 1500 partners and staff supporting Tax and Assurance commercial sector.

Leveraged Business Support Team and personal outreach to Billing Managers to share billing and collection statistics resulting in better allocation of resources and solutions benefiting Tax practice, as well as more cohesive training and knowledge sharing across Tax EA/TA team.

Implemented 2 Business Support Team (BST) delivery center modules across 4 offices with no growth in headcount or increase in financial obligation to firm. Increased productivity by 25%, and decreased turn-around time by 30%.

Revised year-end review process that resulted in improved EA/TA engagement scores from 62% to 85% as a result of consistent messaging, training, development and coaching.

Participated in 4 National Councils, co-led 1, that drove performance management, training resourcing, professional development best practices and personal brand standards, which were incorporated into training and resource library accessible across EA/TA network.

Internal Firm Services Human Resource Senior Associate, 2008

Introduced and facilitated enterprise wide infrastructure and operational changes including support service redesign, reduced headcount, and process outsourcing.

Managed personnel processes, transactions and systems for 340 IFS personnel across multiple functional groups.

Dealt with sensitive staff issues, employee relations, performance issues, and diversity.

Conducted Lunch-n-Learn and ad hoc training for IFS managers and leadership.

TARGET, INC., Vista, CA 2006 – 2008

Upscale discount retailer with 1,803 stores and 38 distribution centers in US and 341,000 employees worldwide.

Human Resources Manger

Managed personnel for $35 million store, forecasted payroll, produced succession planning for turnover, and implemented training and development for 220 annual employees, and up to 800 seasonal hires.

Additional Professional Experience includes Administrative Program Management for Center for Homeland Defense and Security and Captain, Adjutant General's Corps, Personnel Management in the United States Army

Education & Certifications

MBA, Human Resources, Strayer University, 2010, GPA: 3.98/4.0

Bachelor of Arts, English, San Diego State University, San Diego, CA, GPA: 3.4/4.0

Certified Outsource Planner Certification, IAOP, 2014

Strategic Workforce Planner Certification, HRI, 2014

Six Sigma Green Belt Certification, Villanova University, 2013

Associate Business Continuity Certification, DRII, 2012

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