Jennifer W. Email and Phone Number

• Assist with all internal and external HR related inquiries or requests. • Maintain both hard and digital copies of employees' records. • Assist with the recruitment process by identifying candidates, performing reference checks and issuing employment contracts. • Assist with performance management procedures. • Schedule meetings, interviews, HR events and maintain agendas. • Coordinate training sessions and seminars. • Perform orientations and update records of new staff. • Produce and submit reports on general HR activity. • Assist with payroll and ad hoc HR projects. • Support other assigned functions. • Keep up-to-date with the latest HR trends and best practice. • Benefit administration • Training and Onboarding Facilitation

Responsible for hourly recruiting processing, including; sourcing, interviewing and onboarding. Participate in local career fairs to increase talent pool. Track applicant flow to aid in affirmative action reporting Track and develop daily attendance, and process terminations as necessary. Make calls to insure that any outside applicants are greeted and their questions answered. Support HR Team in day to Day operations

Responsible for hourly recruiting processing, including; sourcing, interviewing and onboarding. Participate in local career fairs to increase talent pool. Track applicant flow to aid in affirmative action reportingTrack and maintain Introductory reviews new employees to ensure Supervisors are providing timely essential feedback.Updated and organized site job descriptions to ensure accurate depiction of each role at the facility.Develop plant wide newsletter to increase communication on business performance and upcoming events. HR Lead for site ‘s Veterans Employee Resource Group Support HR Team in day to Day operations

Partner with Allstate agents to analyze and determine risk for Auto, Homeowners, Specialty lines and Personal Umbrella Policies.Served as liaison between Allstate agents and Corporate Headquarters to ensure we mitigate our potential risk. Follow-up and verify all changes have been understood and implemented.

Partnered with customers to correct billing, and assist with troubleshootingPromoted additional products and fit to customer’s needs

● Collects customer feedback and makes process changes to exceed customer satisfaction goals.● Makes reasonable procedure exceptions to accommodate unusual customer requests.● Provides accurate and appropriate information in response to customer inquiries.● Maintains up-to-date records at all times.● Ensures that all legal and company compliance laws are met at all times.● Process Credit Line Increases and Payments.

● Provided excellent customer service ● Processed payments via check by phone or Credit/Debit● Process requests/Handle emergency calls for outages● Updated and Provided Billing information and made appropriate corrections.● Work within SAP system to correct account errors and set up payment arrangements● Maintained acceptable average handle time and above average Quality Assurance scores.

● Drive/ Maintain all trucks in my possession● Achieve all military training standards● Be able to undergo massive amounts of stress● Ability to think and react quickly● Performed as Assist Squad Leader and instructed team with Intel● Served overseas as a combat driver to ensure that civilian goods reached their destination.

-As an agent I handled calls concerning technical support for cable and internet services. I was able to achieve an optimal average handled time and an above average Quality Assurance score.• Meet monthly key contact center performance goals for customer satisfaction, quality, productivity and key performance metrics. Manages daily activities and sets personnel performance goals accordingly• Monitor and evaluate agent monthly performance, including call/email and after- work monitoring (using call recording and quality assurance applications), review productivity and attendance reports, and coach staff members to improve performance.• Conduct formal agent performance reviews, including annual goal- setting/performance development plan, mid-year performance review, and final year- end performance review. Assist agents with career development. Assigns work and tasking priorities as necessary to meet departmental KPIs (key performance indicators).• Ensure that customers’ questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the department.• Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience.• Build, establish and maintain open lines of communication with agents, peers, trainers, managers, Engineering, Marketing and other areas of the company to facilitate problem solving.• Manages, analyzes and controls expenditures of the support center to meet budgetary requirements• Performs other related duties as assigned to ensure effective operation of the department