Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Driven HR & Customer Experience Director bringing over 10 years of administrative operational expertise, promoting an open-door work environment, conducive to superior team morale and performance. Seasoned leader with expertise in exemplary guest services, active listening, dispute resolution, team management, employee relations and customer advocacy. Committed to promoting diversity and inclusion in a safe work environment, where every person is valued. Comfortable at the forefront of change.

  • Exceptional Customer Service
  • Employee Coaching & Management
  • Confidential Data Management
  • Fast-Paced Administrative Operations
  • Dispute Resolution
  • Business Acumen
  • Meticulously Detail Oriented
  • Exceptional Communication & Interpersonal Skills
  • Strong Organizational & Time Management Skills
  • Efficient Problem Solving & Sound Judgement
05/2019 to 03/2020 Career Services & Alumni Relations Specialist Ashford University | City, STATE,
  • Evaluated student inquiries and completed professional resume reviews for optimal student career matching
  • Project manager for development of 65 digital career pathway programs using student-facing software platform (Symplicity), completed one month ahead of schedule
  • Reviewed graduate and undergraduate resumes, advising edits and revisions for optimal job matching
  • Developed 21 training aids for standard operating procedures (SOP)
  • Developed 7 Diversity, Equity and Inclusion student resource guides, 46 mock interview question documents, and 92 sample resumes
  • Executed daily posting and engagement with university social media platforms, including LinkedIn and Alumni Association platform (Graduway)
  • 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
  • Administered intake procedures for students and alumni and served as resource for school and alumni programs
  • Provided career guidance to currently enrolled undergraduate and graduate online students and first-year alumni
  • Project manager for extensive data cleanup, including project planning and development, and led staff training on accurate implementation
05/2017 to 03/2019 Director of Human Resources & Member Experience YMCA Of San Diego County - Camp Surf | City, STATE,
  • Managed all administrative operations of YMCA branch, as primary point of contact for member experiences including marketing, initial contact, sales, member retention and escalations management
  • Established positive rapport and lasting relationships with customers, managers and customer service team to maintain positive and successful work environment
  • Supervised & coached multiple teams of full-time, part-time, and remote employees
  • Effectively deescalated employee and member complaints and concerns, including employee disciplinary action, with minimal fiscal impact
  • Monitored employee performance and managed execution of yearly performance evaluations for exempt, hourly, international and temporary employees
  • Identified vacancies in staff, supported recruiting process and interviewed prospective personnel
  • Worked with HR Business Partner to interview, collect data, maintain accurate records and complete internal employee investigations with utmost sensitivity and confidentiality
  • Maintained employee files and updated record status in Human Resources Information Systems (Ultipro & Taleo)
  • Prepared new hire packet & administered new employee orientation including compliance training scheduling
  • Developed & managed department operations budget, exceeding 385K annually
  • Oversight of daily sales & bank deposits, cash flow, account reconciliation, cash reporting and monthly revenue reporting
  • Implemented strategic communication and operational processes for past-due balances, resulting in collection of 98% of outstanding member payments, within 3 months
  • Managed on-site retail store operations, including sales, inventory management and branding compliance
  • Responsible for accuracy of daily and monthly finance reporting for 2 YMCA locations
  • Ensured branch compliance with applicable local, state, and federal employment laws
  • Coordinated employee separation process, including termination paperwork, equipment return and administration of final paycheck
  • Advised managers on organizational policy matters, such as employee dress code and employee disciplinary procedures & recommended current and inclusive policy revisions
  • Executed bi-weekly payroll administration for 103 exempt, hourly and temporary employees (Kronos)
  • Supported Benefits Administration Specialist with administration of benefits, paperwork, and presentations
  • Professionally represented YMCA organization at recruiting, outreach and annual campaign events
10/2005 to 07/2010 Director of Membership Services Pat Jones YMCA | City, STATE,
  • Responsible for daily operations of administrative office, membership recruitment, sales and retention, and branch cash flow
  • 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 and engagement
  • Worked directly with six departments to achieve optimal membership standards, in collaboration with member service operations
  • Led continuous change management initiatives to engage members from initial touch-point to service completion
  • Reviewed and processed 420+ financial aid applications annually
  • Supervised, recruited, trained and managed Membership Services team of 21 staff
  • Oversight of facility operations from open to close and designated first-contact for emergency responses
  • Managed 3-million-dollar annual Membership budget
  • Created staff schedules, directed monthly staff meetings, instructed employee training modules & managed payroll processes
  • Created introductory wellness plans and coached new members through 5 personalized sessions
Education and Training
Expected in 05/2011 Bachelor of Arts | Pastoral Ministries Evangel University, Springfield, MO, GPA:
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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  • Bachelor of Arts

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