Jessica Ormsby Email & Phone Number

Washington, Dc, Us

Washington, Dc, Us

Greenwich, Ct, Us

Coordinated on-boarding, training and performance management of 3rd party vendor, performing quality assurance inspections to maintain positive client relationships. Provided customer service, and managed operational functions in support of contract appliance installation technicians. • Assessed client needs and served as a market resource for problem solving, technical support and management of XPO products/services• Transformed low performing market by recruiting, hiring and negotiating contracts with 3rd party contractors • Built and strengthened positive working relationships with customers, clients, independent contractors and vendors• Hosted trainings/meetings for clients and customers on company benefits and service offerings• Managed ongoing communication to contractors, clients and leadership surrounding productivity, customer satisfaction, and performance trends by analyzing and compiling specialized reports • Focused on the retention of qualified installers to maintain client service level agreements• Effectively conducted operational services of onboarding new contractors and terminating contractors in accordance with company policy and procedures• Increased market share by building strong relationships with clients, technicians and customers• Performed quality assurance inspections to verify client and compliance expectations are being met • Successfully developed and achieved market business plan and improved NPS KPI from low 30's to 60's on a goal of 55

Richfield, Minnesota, Us

Responded to and met the needs of both external and internal customers through overall supervision, development and consultant services regarding personnel actions for a small group of customer service representatives; whose primary responsibility was customer service and inventory control.• Served as building functional HR manager on behalf of the district Human Resources Manager, supplying Technical HR support• Improved from a 63% call volume answer rate to a 93% through performance management and analyzing call data• Developed process improvements to increase customer service productivity while reducing overhead by 10%• Evaluated employee and team performance through timely reviews, time management, constant feedback, and coaching/counseling• Revamped CSR work environment to create a positive employee experience through recognition, continuous training, development of challenging daily goals, and group exercises with team members• Supported building retention through interviewing, job offering, entering of personnel actions, benefits and leave using a human resources automated system• Led new employee onboarding to ensure successful team members and assisted with new hire paperwork• Inventory management and integrity of over $10 million dollars, using and training team members on an automated property tracking system

Richfield, Minnesota, Us

Reported directly to the Sr. Manager, provided a full range of HR and administrative duties. Directly responsible for job posting, interviewing, hiring and ongoing training for over 160+ team members.• Liaison between building employees and corporate HR for all employee relations issues• Oversaw talent selection process using automated human resource systems and hiring management system; Kronos and Oracle• Responsible for full cycle recruiting process-Pre-screened, conducted phone, and on-site interviews, completed reference, drug/criminal background checks, and processed final job offers for candidates• Assisted with the transformation of the on-boarding process to align with Sr. Management needs, and improve the employee experience and company guidelines• Marketed successful career fairs through advertisement and partnering with local businesses, schools and technology programs to attract qualified applicants that mirrored the diversity of the local community• Revamped confidential employee filing system to be in accordance with state and company regulations• Assisted in the facilitation and organization of monthly and quarterly store-wide trainings designed to enhance customer and employee experience• Developed store diversity/affirmative action plan and continued support through coordination of various community based activities