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Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary

Versatile and dependable leader, manager and educator with 11 years corporate experience and 26 years progressive experience in diversified positions within military units, American embassies and universities. Excellent leadership, interpersonal and team development skills as demonstrated in a variety of cultures and environments. Highly experienced in personnel management, organizational leadership, teaching and professional development counseling.

Skills

Team building

Employee development

Policy implementation

Cross cultural employee integration

Experience
03/2018 to 04/2020
Senior Director, Human Resources Aeg Worldwide Grand Prairie, TX,

- Provided daily Human Resources support, guidance and training for Senior Directors and Vice Presidents leading nine separate Product Support divisions of approximately 2000 teammates across ten states and four countries

- To care for employees supporting Product Support divisions from the Philippines, India, Spain and Columbia, collaborated with Human Resources teams and peers on salary, hiring, terminations, evaluations and employee development in accordance with local laws and RealPage policies

- Served on the Mergers and Acquisition team providing on site and remote transition Human Resources support, policy implementation and leader training from closing through +120 days for four acquisitions

02/2016 to 03/2018
Senior Director, Global HR for Contact Centers Aeg Worldwide Columbus, OH,

- Coordinated and implemented a “first-ever” annual review and merit increase program for approximately 700 global contact center associates with SMART goals specific to Associate performance metrics

- In collaboration with operations leaders, established culture development programs and operational strategies that have reduced Associate attrition from over 100% in 2015, to 70.4% in 2016, to 62.2% in 2017 and 27.4% upon transition in 2018

- Developed a global employee engagement plan; personally conducted employee focus groups; which led to four Top Places / Best Places to work awards in 2017 and again in 2018

- Led Korn Ferry Employee Engagement survey results training sessions for operational leaders to include establishing personal and team action plans; improved engagement scores

- Coordinated and supervised the contact center’s open enrollment process ensuring all current employees were trained, obtained access and successfully completed benefits enrollment

- In collaboration with the finance team, revamped and consolidated contact center cost centers to match the new RealPage Contact Center organizational structure

- Coordinated and led quarterly global town hall meetings for contact center associates and support staff; led weekly on-boarding programs for all South Carolina new hires

- Developed, coordinated and implemented a new career pathing structure for global contact center employees from new hire associates through Operations Manager

11/2011 to 01/2016
Senior Director, Human Resources RealPage Inc. City, STATE,

- On boarded, trained and certified approximately 550 -775 contact center new hires each year across five global locations sustaining an 80-85% certification and retention rate to production

- Guided curriculum writing, annual curriculum updates and new product training development for 8 different lines of business within the contact center

- Led the first recruiting, training and operational deployment of new global contact center locations in Manila, Philippines (2013) and Cebu, Philippines (2015); grew the contact center associate team in the Philippines from zero (2013) to approximately 350 in 2015; trained and established proficiencies in servicing four additional lines of business from the Philippines locations

- Managed an annual talent development budget of $1.5 million balancing each fiscal year at or below the established budget; improved efficiencies and managed restructuring of the talent development teams reducing the overall budget by $500,000 all while adding new lines of business, opening the Philippines operations and increasing class offerings / new hire starts. Further reduced operating costs in 2016 by $10,000 per month

01/2010 to 11/2011
Vice President Recruiting & Employee Development LevelOne City, STATE,

- Built a Talent Development team of four trainers to a peak of 34 trainers conducting 4-6 week long new hire training programs across three US locations; trained approximately 350-550 new hires per year

- Led curriculum development and implementation of an employee development program called The Career Path consisting of 17 development courses tied to pay increases and title promotions

- Developed a Team Supervisor leader development program focused on 12 leadership dimensions; employed classroom instruction, role-play, practical exercises, mentoring and a capstone leadership event to grow leaders from within the contact center pool of associates.

- Supervised a Recruiting Manager and team of three recruiters to market, interview, select and hire talent for three main lines of business in support of contact center operations across three sites

Education and Training
Expected in 05/1994
Master of Arts: Education
Furman University - Greenville, SC
GPA:
Expected in 05/1995
:
USAF Command And Staff College - Maxwell Air Force Base,
GPA:
Expected in 05/1993
:
U.S. Army Command And General Staff College - Leavenworth, KS
GPA:
Expected in 05/1982
Bachelor of Science: Natural Resource Management
Clemson University - Clemson, SC
GPA:

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Resume Overview

School Attended

  • Furman University
  • USAF Command And Staff College
  • U.S. Army Command And General Staff College
  • Clemson University

Job Titles Held:

  • Senior Director, Human Resources
  • Senior Director, Global HR for Contact Centers
  • Senior Director, Human Resources
  • Vice President Recruiting & Employee Development

Degrees

  • Master of Arts
  • Bachelor of Science

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