Sherri Ruby Email & Phone Number

Denver Metropolitan Area

Westminster, Colorado, United States

• Develop long-term plans and staffing models to maximize staff utilization and improve service delivery• Draft project plans and manage to key deliverables related to employee recruiting, training, and retention• Monitor trends to proactively identify potential service delivery issues and make recommendations to senior management to insure key performance metrics are met• Manage the overall distribution of the service center workforce, ensuring we have the right number of resources at the right levels, with the appropriate skills, and in the right locations to align to client needs• Train and mentor junior team members who are responsible for daily scheduling and monitoring intra-day performance• Maintain headcount/labor cost projections and provide frequent updates to the organization regarding forecasted staffing needs, and office space/equipment needs• Partner with the Sales and Information Technologies teams to ensure new client implementations meet project plan requirements (timelines, plan compliance, documentation and communication, and quality control)

• Participated in client audits to demonstrate compliance with plan provisions (administration of Disability, FML and Statutory leaves.)• Created reporting for clients and internal stakeholders to track key deliverables and progress against meeting contractual service objectives• Process improvement initiatives around QA & Training, employee engagement, vendor analysis and selection, and vendor audits• Contributed to special projects – creation of employee scorecard, RFP for new telephony, WFM and LMS systems

Develop long-term plans and staffing models to maximize staff utilization and improve service delivery• Draft project plans and manage to key deliverables related to employee recruiting, training, and retention• Monitor trends to proactively identify potential service delivery issues and make recommendations to senior management to insure key performance metrics are met• Manage the overall distribution of the service center workforce, ensuring we have the right number of resources at the right levels, with the appropriate skills, and in the right locations to align to client needs• Train and mentor junior team members who are responsible for daily scheduling and monitoring intra-day performance• Maintain headcount/labor cost projections and provide frequent updates to the organization regarding forecasted staffing needs, and office space/equipment needs• Partner with the Sales and Information Technologies teams to ensure new client implementations meet project plan requirements (timelines, plan compliance, documentation and communication, and quality control)

First contact in the leaves of absence management process.

Served as a first point of contact for employees for tracking leaves of absence, including short term disability, FMLA, state leaves and personal leaves. Maintained a high level of efficiency and professionalism in handling employee and management notifications and problem resolution.

Forecasting and staffing, payroll, leaves of absence tracking, attendance tracking, reporting.

Tracked leaves of absence, including short term disability, FMLA and personal leaves. Acted as a communication link between employees, department managers and outside vendors. Created employee performance review reports, including identifying client-specific performance metrics and opportunities for on-going employee training, and devising a tracking system to compile the required data.Monitored calls and phone system reports to identify trends and improve performance of customer service team members. Worked with management team to ensure consistent application of company policies regarding attendance and employee conduct in the workplace, including disciplinary action when needed.Developed materials to communicate company and department policies to employees. Took part in an HR task force to create and implement a new attendance policy and attendance tracking system. Conducted employee focus group meetings to introduce the new policy and address related concerns.Maintained employee files and made updates as necessary to track changes - such as department transfers, salary changes, employee personal data changes. Responded to audit requests as necessary.Conducted internal employee and manager training for the PeopleSoft payroll system.Created and implemented a tracking system for employee sick, personal and vacation time, resulting in greater efficiency and improved accuracy of timekeeping.Forecasted staffing requirements to anticipate hiring needs and created / maintained schedules to insure compliance with client-specific performance objectives. Tracked business trends and provided accurate forecasts for annual budgeting.Worked with new and prospective clients on program implementations, and with existing clients on service enhancements.Oversaw 2 successful upgrades and implementation of workforce management software, including system configuration and testing, and staff training.

Scheduling, time sheet tracking, attendance tracking, reporting.

Accomplishments:Created and maintained work schedules for approximately 80 employees. Interviewed job applicants and worked with others on the management team to make hiring decisions.Prepared reports for clients and senior management to ensure that key department and individual employee performance objectives were met. Processed weekly payroll, including editing and approving timecards. Reviewed payroll files to insure accuracy prior to payroll transmission, and maintained files for each payroll period. Served as a contact for employee questions related to benefits and payroll, and researched issues for prompt resolution.Tracked employee attendance and leaves of absence (FMLA, short- and long-term disability, etc.

Education record

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Education record

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