Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:

Experience stepping into roles and quickly making positive changes to drive company success. Comfortable at the forefront of change. Meticulous Human Resources and Customer Experience Specialist bringing 10 years of experience promoting open-door environment conducive to superior team morale and performance. Cultural change-management leader with expertise in training, orientation and on-boarding. Highly skilled in regulatory compliance, internal investigations and policy development and committed to promoting diversity and inclusion in employee relations.

  • Human resources operations
  • Project management
  • Payroll administration
  • Employee relations
  • Team supervision
  • Active listening
  • Training & Development
  • Personnel information systems
  • Customer Relationship Management (CRM)
  • Operations oversight
Career Services & Alumni Relations Specialist, 05/2019 - 03/2020
Ashford University City, STATE,
  • Reviewed graduate and undergraduate resumes, advising edits and revisions for optimal job matching
  • Developed 21 training aids for standard operating procedures (SOP)
  • Project manager for development of 65 digital career pathway programs using student-facing software platform (Symplicity), completed one month ahead of schedule
  • Developed 7 Diversity, Equity and Inclusion student resource guides, 46 mock interview question guides, and 92 sample resumes
  • Responsible for the collection, compilation and analysis of graduate employment surveys and employer data
  • Collaborated with internal and external stakeholders to execute assignments, consistently exceeding expectations and completing projects prior to project deadlines
  • Executed daily posting and engagement with university social media platforms, including LinkedIn and Alumni Association platform (Graduway)
  • Administered intake procedures for students and alumni
  • Provided career guidance to currently enrolled undergraduate and graduate online students and first-year alumni
  • Project manager for extensive data cleanup, including strategic planning and staff training procedures
Director of Human Resources & Member Experience, 05/2017 - 03/2019
YMCA Of San Diego County - Camp Surf City, STATE,
  • Managed all HR functions & operational logistics of administrative department, including daily cash flow and front-line customer engagement
  • Developed & managed department operations budget, exceeding 385K annually
  • Supervised & coached multiple teams of full-time, part-time, and remote employees
  • Implemented strategic communication and operational processes for past-due balances, resulting in collection of 98% of outstanding member payments, within 3 months
  • Responsible for accuracy of daily and monthly finance reporting for 2 YMCA locations
  • Ensured on-going, clear & effective communication between 2 branch locations and 11 program departments
  • Analyzed and processed 300+ financial aid applications annually
  • Managed on-site retail store operations: ordered current/relevant resale products, calculated profitable market pricing, tracked and managed inventory, ensured branding compliance, and supervised cash flow management
  • Organized and executed new employee recruitment, hiring, on-boarding & termination processes (Ultipro & Taleo)
  • Executed bi-weekly payroll administration for 103 exempt, hourly and temporary employees (Kronos)
  • Measured & reported compliance training records & certification metrics on monthly basis
  • Worked with HR Business Partner to interview, collect data, maintain accurate records and complete internal employee investigations with utmost confidentiality
  • Effectively deescalated customer & employee complaints and concerns, including employee disciplinary action, with minimal fiscal impact
  • Advised managers on organizational policy matters, such as employee dress code and employee disciplinary procedures, and recommend needed changes
  • Ensured branch compliance with applicable local, state, and federal employment laws
  • Managed execution of yearly performance evaluations for exempt, hourly and temporary employees
  • Identified vacancies in staff, supported recruiting process and interviewed prospective personnel
  • Drove departmental efficiency by organizing comprehensive new hire training and orientation
Director of Membership Services, 10/2005 - 07/2010
Pat Jones YMCA City, STATE,
  • Supervised, recruited, trained and managed Membership Services team of 21 staff
  • Responsible for daily operations of administrative office, membership sales and branch cash flow
  • Oversight of facility operations from open to close and Director on Duty for emergency responses
  • Managed 3-million-dollar annual Membership budget
  • Created staff schedules, directed monthly staff meetings, instructed employee training modules & managed payroll processes
  • Led continuous change management initiatives to engage members from initial touch-point to service completion
  • Created introductory wellness plans and coached new members through 5 personalized sessions
  • Worked directly with six departments to achieve optimal standards, in collaboration with member service operations
  • Reviewed and processed 420+ financial aid applications annually
  • Analyzed member behaviors and market trends, adjusting email and advertising campaigns based on current knowledge
  • Worked with corporate partners and department managers to coordinate marketing activities focused on successful promotion of membership sales
Education and Training
Bachelor of Arts: Pastoral Ministries, Expected in 05/2011
Evangel University - Springfield, MO,
Community Service
  • High Tech Elementary Yearbook Committee: Photography, Content & Design
  • Teach mini-lessons in concepts of photography, creative writing and elements of design to a team of fourth and fifth grade students
  • Support technology and equipment operation and logistics

YMCA Team Leader Certification - May 2008

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  • Career Services & Alumni Relations Specialist
  • Director of Human Resources & Member Experience
  • Director of Membership Services


  • Bachelor of Arts

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