Human Resources Resource

Sue Jurgens, MBA, SPHR

**** ********** **** ****: 713-***-**** Cell: 713-***-****

Houston, Texas 77043 ********@******.***

HR Leader

A highly effective Human Resources Professional who will powerfully promote positive change in the performance of your organization. Broad experience and training in listening, guiding, leading, and transforming organizations without losing sight of the critical details. An innovative leader with a proven record of success setting strategic direction and executing to plan, and in identifying and improving inefficient processes. Experience in sales, in managing sales and operations, and in supporting all levels of the organization through the potent tools of Human Resources.

BACKGROUND SUMMARY

Labor Relations Leadership Development Programs Grievance Processes

Change Management FMLA Benchmarking

Work Process Design Employee Retention Programs Performance Metrics

Operations Analysis Productivity Improvement Event Planning

Quality Assurance Programs Progressive Discipline Process Attendance Trend Analysis

Operations Startups Training Program Design Compensation (Incentive Design and Administration)

PeopleSoft and SAP ADA HIPAA Training / Certification

FLSA Workers Compensation Leave Administration

More than 14 years of Human Resource Management, Training, and Operations Management experience. Advanced MS Office Skills, Outlook, Word, PowerPoint and Excel

EMPLOYMENT HISTORY

Mercer Human Resource Outsourcing, Houston, Texas 2005-current

Senior Analyst, Participant Services. Employee Relations Specialist, supporting a 80,000-employee, multi-state insurance / healthcare client company

General Duties: Provide guidance daily to all levels of management all over the U.S. regarding any employee relations issue, including wage and hour problems, compensation questions, disciplinary process interpretation, investigations of sexual harassment and other allegations, compliance issues, dispute resolution, labor relations, etc.

Accomplishments: Identified trends. Standardized and implemented responses to requests for ADA Job Accommodations. Designed and implemented training for managers regarding leaves and interaction with performance management, per various state and federal laws and company policies. Improved communications and relationships with the team handling leaves of absence. Designed and implemented processes for the LOA team to use when faced with suspect medical documentation. Re-wrote policies and procedures for entire client services team.

AT&T, Houston, Texas 1979-2005

People Manager (2004-2005)

General Duties: Oversee the HR functions of the district, with a major directive – Solve the enormous attendance problem in this union shop, or recommend to senior management that the shop be shut down. Represent employer at all Texas Workforce Commission (unemployment benefits) Hearings.

Accomplishments: Analyzed data to determine root causes. Designed and implemented training program for line managers in the details of the FMLA and disability policies. Improved documentation skills and practices through training and one on one coaching. Aggressively enforced the corporate attendance policies. Gained cooperation of union stewards to reduce forced overtime caused by poor attendance. Designed flex time program. Gained consensus between union and management, and trained and implemented flex time. Achieved a 63% reduction in attendance infractions within 4 months. Never lost an unemployment case.

HR Manager (1998-2004)

General Duties: Manage District Staff to improve performance. Manage relationships with other departments, the union, and with the management team. Provide training for new products.

Accomplishments: Re-energized, and re-focused the District Staff. Resolved a continuing disconnect between operations and the FMLA and Disability Departments, resulting in improved attendance. Designed new product training programs. Partnered with the union to introduce new attendance programs and new incentive programs. Achieved the number one sales team in the state each month, due in large part to greatly improved attendance.

EDUCATION

MBA with Concentration in HR

Walden University, Completed July 2008

Bachelor of Science, Human Resource Development

Our Lady of the Lake University, Houston, Texas, Completed May 1996

Professional Associations

SHRM (Society for Human Resource Management)

HR Houston

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