Honor Program Employee Relations Coordinator Resume Example

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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Motivated Employee Relations Coordinator with excellent analytical skills and experience with investigating and resolving employee complaints and grievances. Possesses a clear understanding of employment law. Demonstrated ability to interact with all levels of the organization.

  • Effective oral and written communication
  • Proficiency with Microsoft Office Applications
  • Active listening
  • Assess and evaluate situations effectively
  • Compile, sort and interpret data
  • Planning and organizing
  • Mediate conflict with tact and diplomacy
  • Employee relations and conflict resolution
  • PeopleSoft
Work History
Honor Program (Employee Relations) Coordinator, 01/2015 to Current
Booz Allen Hamilton Inc.Beale Air Force Base, CA,
  • Conduct comprehensive investigations regarding employee concerns including allegations of unlawful or illegal conduct by G4S or another employee including, but not limited to fraud, violations of G4S Ethics policy, harassment, discrimination, retaliation, and wrongful termination
  • Assists Corporate Legal in the enforcement of applicable federal and state regulations, and company policies
  • Manage and coordinate the fact finding/investigative process for all Level 2 employee concerns; maintain files of investigation reports and associated evidentiary materials; communicate process and status of concerns to both management and employees through closure
  • Review and disseminate employee concerns when concern level is undetermined; designate as -Level 1 or escalate, as appropriate, to Level 2, 3 or 4 concerns
  • Provide guidance to field personnel involved in fact finding process
  • Provide recommendations for corrective actions and track completion of corrective actions
  • Participate in apparent cause and root cause analyses, as needed; determine trends and recommend changes to policy and procedure to ensure clear and concise communication of company expectations relating to employee behavior
  • Interface with company legal and contract attorneys
  • Assist in bringing Level 3 investigations to conclusion and resolution
Communications Specialist, 10/2012 to 01/2015
  • Provided operational support by accurately entering call log data into the Client Relations Management System
  • Provided Strategic Account support by processing service requests in a timely manner
  • Documented and communicated Crisis Incident Notifications to Senior Management
  • Completed and distributed Alcohol, Tobacco and Firearms (ATF) forms to Senior Management for weapons that have been reported to the National Communication Center as lost, stolen or confiscated
  • Troubleshot and resolved SecureTrax device issues
  • Answered inbound calls from clients, potential customers and the general public
  • Was member of the Employee Association Committee from 2013 - 2014 which plans special events for corporate employees to increase morale.
Customer Service/Marketing Coordinator, 06/2000 to 09/2012
Verizon WirelessCity, STATE,

•Researched and reported potential billing issues to the Revenue Assurance Team.
•Approved and/or denied requests for Grandfathered rate plans, features or promotions.
•Supported the Indirect Sales Channel by processing escalated requests via submissions to the Florida CS Email Support Box.
•Successfully created and implemented the process for the Florida CS Inactive Pricing email request box to decrease the turn-around time for escalations submitted by Supervisors for Inactive Pricing Requests from a turnaround time of 3-4 days to 24 hours or less.
•Performed quality assurance audits (i.e. equipment, disconnects and credits) to ensure compliance within the Customer Service Department.
•Assisted in the planning and execution of promotional and special events.
•Drove change in Detractor survey experiences to Promoters by handling escalated situations with a success ratio of 43%.
•Provided technical assistance to call center representatives in regards to equipment, data and 3G/4G network issues.

•Successfully managed the Tampa Bay Buccaneers Reinvestment Budget (approx $1 million) and spend spreadsheet while staying within the budget margin of +/- 10%.
•Managed the Chamber of Commerce memberships for the Florida Regional Sales teams and increased enrollment and participation by approximately 20% while eliminating non-active accounts saving approximately $2500 in annual membership fees.
•Maintained the proper inventory levels of event materials.
•Assisted in the coordination of product/plan launch planning, promotional concerts,
direct mail campaigns and creative design elements.
•Assisted with all in-store Marketing events and Sponsorships (i.e. Radio Remotes, Family Fun Day, Vendor Day, NFL, NBA, Colleges and various festivals).
•Led conference calls with Store Management to address the specifics surrounding upcoming Marketing campaigns and promotions.
•Prepared reports in regards to the take rate after a campaign and/or promotion.
•Managed and updated the Disc Jockey (DJ) Radio Endorsement contracts.
•Served as the marketing point of contact for the University of South Florida, Jacksonville University and the Verizon Wireless NASCAR road show car tour.
•Worked independently with various telecommunication vendors in regards to supporting different campaigns and promotions.
•Provided recap of weekly activity and event/sponsorship involvement in addition to monthly reports.
•Assisted in the planning of Hopeline community outreach events to increase the awareness of domestic violence and further prevention efforts.

•Answered a high volume of inbound calls by assisting customers with billing/technical inquiries.
•Provided a Promoter experience by taking ownership of customer’s issue by troubleshooting technical issues and resolving the issue complete with follow up when necessary, therefore increasing customer loyalty and satisfaction.
•Performed an account analysis to ensure that the customer was on the correct plan based on usage in order to proactively combat churn.
•Offered customers current promotional plans and equipment upgrades.

Master of Science: Global Management, Expected in 07/2004
University of Phoenix - Tampa, Florida,
Bachelor of Science: Marketing, Expected in 05/2000
University of South Florida - Tampa, Florida,

Society for Human Resource Management Certified Professional (SHRM-CP), Palm Beach State College, January 2017

Employment Law, Palm Beach State College, April 2015

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Resume Strength

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Resume Overview

School Attended
  • University of Phoenix
  • University of South Florida
Job Titles Held:
  • Honor Program (Employee Relations) Coordinator
  • Communications Specialist
  • Customer Service/Marketing Coordinator
  • Master of Science
  • Bachelor of Science

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