Livecareer-Resume
JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary

Conscientious and compassionate Human Resources professional with drive for helping employers recruit (both international and domestic), develop and retain qualified candidates. Understanding of work visa needs for the United States, Canada, European Union, United Kingdom, and Bahamian Islands. Skilled at partnering with management teams to build employee-centric cultures promoting positive morale, explaining and implementing company policies, and optimizing productivity. Motivating and positive with excellent interpersonal, coaching and communication skills. Knowledgeable Scheduling Manager offering 30+ years of progressive experience and expertise in project tracking, administrative management and payroll analytics. Results-driven and proactive with detail-oriented nature. Exceptional team leader and analytical problem solver with solid skills in organizing work, coordinating supplies and managing records.

Skills
  • Project stakeholder
  • Managerial finance
  • Labor costs analytics
  • Organized managerial style
  • Recruitment / Human Resources
  • Learning resources
  • Managerial experience
  • Human Resources processes/development
  • Collaboration and relationships
  • Team leadership and collaboration
  • Benefits guidelines
  • Managing deadlines
  • Applied linear models
  • CLIA Guidelines
  • Visa classifications/applications
  • First Aid/CPR
  • Problem Resolution
  • Budgets
  • Process Improvement
  • Team Management
  • Communications
  • Customer Service
  • Relationship Development
  • MS Office
  • Conducting staff meetings
  • Warehouse staff management
  • Recruitment/staffing -International and Domestic
  • Financial Forecasting
  • Presentation skills
  • Data trending
  • New hire processing
  • Expense reimbursements
  • Resolving discrepancies
Work History
09/2011 to 03/2020 Shipboard Labor Manager/Human Resources Manager Egan Company | Hopkins, MN,
  • Implement staffing plan for departments within the Hotel Organization of DCL vessels, utilizing short- and long-term forecasting tools and marketing efforts, along with strategic and tactical assumptions that best align with trends as well as market and consumer behavior.
  • Recruiting candidates from around the world and within current staffing to identify the optimal person for roles in which I support.
  • Create and implement models for departments relying on staffing vision in a non-volume related forecast, requiring analysis of historical turn and churn, headcount, and productivity, along with participation in Recruiting and weekly Labor Planning sessions; utilizing tools such as MAPS (scheduling program), WorkFlow (contracts via SharePoint), and data manipulation resources such as Excel and Access.
  • Develop and maintain relationships with Department Heads on board all four vessels by having weekly calls to discuss staffing needs as well as regular visits to the ships and sailings for additional planning, including visits with Crew Members and Officers for Housekeeping, Laundry, Onboard Human Resources, and Guest Services. Also meeting with Standard Operating Managers who partner and lead shipboard managers for adequate staffing for regular manning levels, new builds, and dry dock. At times partnering with Revenue Management for IRGS (Internal Request for Guest Staterooms) when certain voyages require overages not contained within regular berthing (explaining cost analysis for running overages).
  • Create future contracts for over 2,300 Crew Members and Officers distributed among the four Disney vessels, ensuring static budgeted numbers well balanced and in compliance with MLC (Maritime Labour Convention) and POB (Project on Board) guidelines.
  • Participated in 4 Rapid Response Teams (Project Manager) to analyze and develop process improvements.
  • Efficient understanding of maritime guidelines, including C1/D (shipboard work) and tourist visas in the United States, Canada, United Kingdom, and European Union (Jones Act, Schengen, UK, Canadian, C1/D, B1/B2, ESTA).
  • Partnership with Immigration Compliance to ensure appropriate documents go out to the Crew to ensure they are able to obtain visas in time to return for their contracts.
  • Mentoring hourly Cast Members as well as peer mentorship and teaching peer-to-peer mentorship; and in that capacity continue to seek out improved ways to communicate and help in their development, as well as my own.
  • Plan and implement all recognition and volunteering efforts.
  • Forecasted expected personnel demands and developed forward-thinking approaches to achieve objectives.
  • Created and implemented forward-thinking initiatives to improve employee engagement.
03/2005 to 09/2011 Labor Manager Emed | Miami, FL,

Planning Analyst – Disney Reservation Center 2011

  • Implement short-term forecast using marketing efforts, long-term forecast; strategic and tactical assumptions that best align with trends and market behavior.
  • Create and implement models for departments relying on volume related material as well as non-volume related data, requiring analysis of workload, headcount, and productivity, along with participation in the AOP, 5YP, and monthly goal setting sessions; utilizing tools such as Aspect eWFM and SAS/EG.
  • Participate in staffing and marketing meetings to best utilize the resources and tools available to assist in partnerships with the Labor team to best manage staffing levels, based on seasonality, distribution changes, call trends, historical guest behavior, and future marketing tactics.
  • Shared direction and training of 4 hourly employees on the small, highly functioning team.

Labor Manager – Disney Reservation Center 2008 – 2011

  • Effectively manage labor for Consumer Travel Industry Sales (CTIS), Disneyland Paris and Live Chat/eCommerce, while partnering to manage backstage labor for niche groups; such as Disney Planning Center and Group Reservations. –Approximately 1800 Cast Members overall.
  • Direct and develop team of 8 Cast Members (Statistical Associates, Statistical Specialists, and Labor/Deployment Coordinators) in Operating Labor Management/Scheduling and Deployment.
  • Driving process improvements, which have increased processes in SharePoint, Excel, and PDF format to reduce waste and access better report-out and record keeping.
  • Improved processes incorporating increased technology and eliminating paper work on items such as, internal transfers within communities (departments), utilizing the Disney Hub to post results for shift bids and tenure rankings. These improvements also helped mitigate paper usage, as the team saved $2,500 on average annually reducing paper on shift bids and tenure rankings.
  • Continually analyze data to recommend potential process improvements and Call Center staffing efficiencies. Analyze team efficiencies to determine work that can be eliminated to streamline processes and increase financial savings.
  • Coach direct team as well as mentoring several Cast Members on the sales floor for guidance, clarity in policy and potential solutions to concerns around personal and scheduling needs.
  • Partner with Forecasting colleagues to plan and implement shift bids, internal transfers, and realignments to effectively manage staffing levels, while also managing occupancy and handling percentages within four site locations (Orlando, Tampa, Paris, France, and Anaheim, CA), and outsourced teams as well.
  • Leverage Forecasting and Deployment teams to discuss weekly staffing needs and adjust schedules as needed with effective and strategic communication.
  • Authorizer of WorkBrain (payroll system) for all hourly employees of the Disney Reservation Center, along with partner and niche business associates.
  • Facilitation of eWFM training to contact center sales agents as well as support staff.
  • SAP SuperUser

Statistical Specialist-Labor – Disney Reservation Center

2007 – 2008

  • Proactively run reports, and utilize SAP along with eWFM (Aspect) and CMS to efficiently perform duties related to Cast Members in Call Center.
  • Bid processing, from scenario to implementation.
  • Process long- and short-term staffing adjustments; perform various analyses as required, and also work very closely with Cast Services, Deployment and Forecasting on all staffing needs.
  • Shift bid and analytics presentations to Senior and Executive Leadership.
  • Effectual decision making and problem solving skills.

Secretary I – Disney Reservation Center 2005 –2007

  • Provide administrative support to Senior Leaders (Executives) and others within the DRC System Integration & Performance Measurement team and Planning and Support team; including Reporting & Operations, Internal Controls, Quality Monitoring, Telecom, Facilities, Cast Services and Special Projects.
  • Member of the DRC Guest/Cast Continuous Improvement Project team with NICE Perform training, evaluating calls, and providing surveys.
  • Maintain Outlook calendars for several Leaders, as well as set up conference rooms for meetings (including set up of A/V, video conferencing, NetMeeting, and WebEx).
  • Create visually complex PowerPoint Presentation decks as needed for Leaders.
  • Utilize SAP to prepare and execute monthly Expense Reports for Leaders, as well as perform standard clerical functions such as: copying, filing, faxing, Excel Spreadsheets, Microsoft Word letters and documents, and compiling agendas for team meetings.
  • Exercise ability to work independently as well as team with others on projects, always keeping a high level of confidentiality.
  • Coordinate weekly ACE meetings for Leaders and Executives of DRC and other locations.

Customer Service Representative – Disney’s Magical Express 2005 – 2005

  • Worked at the Orlando International Airport assisting Guests in the welcome center traveling to Disney property.
  • Assisted training managers in scheduling all pre-DME training needed for Cast Members, developing SOG, and facilitation.
  • Developed training manuals with assistance of coordinators.
02/1999 to 09/2004 Office Manager Ace Worldwide/Atlas Van Lines | City, STATE,
  • Train and update staff of three customer service representatives partnering with customers and large accounts (Marriott, GE, Lockheed Martin, and Harris Corporation) to ensure appropriate skill level and understanding is implemented in relocations.
  • Coach in HR capacity to ensure employees are aware of policy and company’s position.
  • Negotiation of rates (linehaul, pack/unpack, storage, local/intrastate moves, and third party –appliance/fine art/beds/tv, and crating) as well as consulting fees.
  • Developed and maintained customer service checklist for representatives in several agency locations to utilize for consistent relocations.
  • Payroll clerk, processing payables and receivables, drivers checks, hourly employee pay, and participating in annual operating budgets with executives.
  • Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
  • Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.
  • Handled all incoming business and client requests for information through proper delegation.
  • Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
Education
Expected in Bachelor of Science | Finance University of Phoenix, Orlando, GPA:
  • Member of Alpha Sigma Pi
  • Graduated cum laude
Expected in Associate of Arts | Accounting University of Phoenix, Orlando, GPA:
  • Graduated magna cum laude

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Resume Overview

School Attended

  • University of Phoenix
  • University of Phoenix

Job Titles Held:

  • Shipboard Labor Manager/Human Resources Manager
  • Labor Manager
  • Office Manager

Degrees

  • Bachelor of Science
  • Associate of Arts

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