hr business partner lead resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Enthusiastic and passionate HR Business Partner with 20 years of Business Operations and Human Resource experience. Emphasis on aligning business objectives with management and employees throughout designated functions and executing all areas of the Talent Development Lifecycle. Specializing in serving as a trusted advisor to C-level executives and leaders on human resources related issues by fostering and maintaining solid business partnerships through building trust with managers and employees to create a positive and high performing work environment.

  • Effective leader
  • Relationship/Team building
  • Business acumen
  • Performance management
  • Complex problem solving
  • Exceptional interpersonal communication skills
  • Operations management
  • Risk champion
  • Business process improvement
  • Change promoting agent
Work History
HR Business Partner Lead, 07/2018 - Current
Booz Allen Hamilton Inc. Camp Pendleton, CA,
  • Partner with C-level Executives, Executive Management Group, and people leaders serving as their trusted advisor to the CIO organization, specifically supporting the Bank CIO and Corporate Technology CIO. FTE 1,300 and over 1,200 3P.
  • Proven ability to operate effectively, independently, or collaboratively across a broad range of cross-functional groups and leaders in support of over all strategic business priorities and deliver on USAA's mission.
  • Demonstrated ability to provide guidance and recommendations on the direction of the function, with a focus on organizational design, talent management, performance management, compensation, succession planning, engagement and coaching/leadership development.
  • Experience overseeing and executing large scale job re-mapping for CAO, including partnering with the Executive Sponsor to plan and execute change management communications
  • Strong record of success and passion to coach and mentor client group leaders and HRBP peers through building trust creating a safe space.
  • Proficient in supporting client groups through risk and compliance as it relates to talent efforts with a skills focus and critical role incumbents.
Senior HR Business Partner , 06/2004 - 07/2018
Amazon.Com, Inc. Fayetteville, AR,

Partner with C-level and VP executives and management to proactively address business issues related to work force development, employee engagement and productivity. Responsibilities include providing advice and counsel on multiple initiatives, maximizing and execution of all HR programs and cycles, and recommending solutions to complex employee relations and HR issues. Partner with other HR center of excellence functions to drive and leverage all HR programs including performance management, compensation, executive and employee development, succession planning, work force optimization, and staffing.

  • Provided strategic and operational support to a team of approximately 600 employees, managers, and executives located across many different sites.
  • Advised and partnered with client organizations in full realm of HR to include but not limited to leadership selections, employee relations, performance management, rewards and recognition, organizational structure, and any other special HR initiatives/projects
  • Analyzed employee engagement scores, created action plans to increase employee engagement in partnership with the Business leaders
  • Facilitated talent review and calibration sessions with business leaders to improve organizational effectiveness
  • Advised on compensation matrix to ensure top talent was retained and rewarded within a pay for performance structure
  • Implemented compensation strategies that promoted retention efforts and reduce turnover rates
  • Research and resolve various employment related issues and provide coaching and counseling to minimize escalation to leaders, managers, and employees
  • Partner and support in the analysis, planning, implementation and communications relating to organization design and changes. Ensure the structure designs enable business performance while mitigating risks

Senior Manager, Fanatical Support

  • Strategic and servant leader directly responsible for the performance and operations delivery of Fanatical Support for the Support org, Assisted Migration, Internal Migration, and Email On-boarding teams
  • Indirectly supported peer group, all Support Managers, and 130 front line support Rackers to ensure delivery of outstanding customer experiences, meet organizational goals, and consistently focus on process improvement opportunities to eliminate non-value added work so Rackers can focus on the delivery of Fanatical Support
  • Manage and lead the recruiting relationship, requisition management, and all recruiting efforts. Ran point screening resumes, scheduling the phone screens, and setting the schedule for hire days
  • Manage, track and report weekly headcount updates to Senior Leadership. Partner closely with Leadership and HR to handle under staffing, employee transfers, and terminating employees
  • Align with business partners in product, technical engineering, finance, sales, and marketing to create winning pursuit strategies
  • Demonstrated leader in building and developing highly engaged leaders and teams that deliver world class customer experiences

Team Lead, Fanatical Support

  • Led a team of 18 to 28 technical support Rackers in the Email & Apps business unit to deliver superior customer service
  • Increased customer loyalty by delivering on Net Promoter Survey (NPS) results
  • Served as an escalation point for both customers and team members. Drove employee engagement and retained high potential talent

Business Operations Manager

  • Led the receptionist team of 12 dedicated and highly energized Rackers
  • Consolidated and tracked bonuses for all 350+ Managed Rackers and partnered closely with Leadership and Finance for payouts
  • Partnered closely with Leadership and HR to handle under staffing, employee transfers, and terminating employees

Senior Account Manager

  • Primary Customer Care Account Manager for 29 high profile accounts. Responsible for over $1 million in monthly recurring revenue
  • Responsible for all new hire Account Manager training curriculum, coaching, and mentoring 4 Account Managers on the team
  • Earned management trust by serving as backup for Team Lead when he was out of the office or away in meetings
  • Ensured superior Fanatical Support experiences by addressing customer concerns, demonstrating empathy and resolving problems by serving as the main point of escalation for customers and teammates
  • Tracked loyalty numbers daily and assisted with monthly reconciliation that tied to bonus payouts for the Windows team

Account Manager

  • Primary Customer Care Account Manager for 200+ accounts on the Windows Managed support team
  • Ensured superior Fanatical Support experiences by addressing customer concerns, demonstrating empathy and resolving problems by resolving concerns directly or coordinating with the technical support Rackers
  • Built long-term customer relationships by recognizing customer needs, growth opportunities, renegotiating renewals, and proactive contact to maintain customer loyalty
  • Acted professionally and patiently when addressing negative customer feedback and when striving to prevent churn when a customer requested to cancel their services
Technical Support, AR, & Sales , 09/1999 - 06/2004
The Digital Design Company (Internet Service Provider) City, STATE,

Account Sales Manager

  • Created proposals for new and repeat customer business transactions.
  • Conducted frequent account audits, managed support contracts, and re-negotiated contacts to maintain current customers.

Accounts Receivable Manager

  • Coded and entered at least 30 invoices each day into the in-house accounting software and processed bank deposits
  • Managed and maintained open receivable reports and performed collection on delinquent accounts.
  • Managed monthly invoice processing and payment transactions for all customer accounts.

Technical Support Technician

  • Conducted system audits and maintained the IP address space by justification for customer assignments.
  • Troubleshoot our backbone network connection, customer circuits, and hardware as needed to resolve customer internet connectivity issues.
  • Familiar with DNS, dial-up, ISDN, T1, web hosting and collocation services.
  • Demonstrated professionalism and courtesy with customers at all times by providing outstanding customer service.
Website Customer Support Specialist, 05/1999 - 09/1999
Interim Technology (USAA Contractor) City, STATE,
  • Demonstrated professionalism and courtesy with customers at all times by providing outstanding customer service
  • Resolved customer issues in a clear, courteous and straightforward manner to USAA members accessing
  • Identified and solved technical issues with a variety of diagnostic tools for the website along with troubleshooting browser and connectivity issues
General Management Certificate : , Expected in 2013
University of Texas at Austin - Red McCombs School of Business - Austin, TX
Status -
BBA: Information Systems, Expected in 2004
The University of Texas at San Antonio - San Antonio, TX
Status -
Associate of Applied Science: Computer Information Systems, Expected in 1999
Del Mar College - Corpus Christi, TX
Status -
  • 2005 Racker of the Quarter for the Managed Segment
  • 2009 Racker mobile winner
  • 2012 Rackspace Email & Apps won gold at the Stevie Awards for Front Line Customer Support
  • 2012 Speaker at the Randolph Metrocom Chamber of Commerce - Rackspace and Love of the Workplace
  • 2012 CloudU Certificate
  • 2013 POWER Governing Board Member - Vice Chair, Membership
  • 2014 POWER Circle Mentor 
  • 2014 Mentor for Rackspace Interns
  • 2013/2014 Northeast Lakeview College Mock Interview Panel mentor for the college of Mathematics

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Resume Overview

School Attended

  • University of Texas at Austin - Red McCombs School of Business
  • The University of Texas at San Antonio
  • Del Mar College

Job Titles Held:

  • HR Business Partner Lead
  • Senior HR Business Partner
  • Technical Support, AR, & Sales
  • Website Customer Support Specialist


  • General Management Certificate
  • BBA
  • Associate of Applied Science

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