Andrea (Annie) Jacobs

• Oversaw daily operations of HR and Recruiting team of 5
• Enhanced recruiting strategy by implementing comprehensive training programs and fostering a positive work environment.
• Managed complex employee relations issues, conducting thorough investigations and mediating disputes to ensure fair resolutions.
• Streamlined HR processes for increased efficiency, automating routine tasks and minimizing paperwork.
• Reduced turnover rates by developing effective retention strategies and providing support to employees facing challenges.
• Collaborated with department managers to identify staffing needs, resulting in timely recruitment and placement of qualified candidates.
• Promoted diversity and inclusion through targeted recruitment initiatives, creating a more inclusive workplace culture.
• Improved employee performance with regular feedback sessions, targeted coaching, and tailored development plans.
• Designed onboarding programs that effectively integrated new hires into the company culture, accelerating their productivity.
• Collaborated with legal counsel on employment matters to ensure compliance with relevant laws and regulations.
• Aligned HR practices with strategic business objectives by partnering closely with senior leadership teams across the organization.
• Launched employee engagement initiatives promoting collaboration, innovation, and overall job satisfaction across departments.

• Maintain company compliance with all existing labor laws and government requirements
• Lead, manage, and accountability for Human Resources and Recruiting departments
• PTO Tracking, policy compliance, and capacity planning
• HRIS Software expert
• Implementation and facilitation of Diversity, Equity and Inclusion policies and training
• Benefits administration and support contact for questions and enrollment
• Handles all company FMLA, Worker’s Compensation, ADA accommodation, and unemployment claims and compliance
• Collaborates with leadership team to develop staffing models and budgets
• Provides ad-hoc guidance to front line managers (i.e Coaching, counseling, career development, disciplinary actions)
• Resolve employee relations issues by conducting effective, thorough, and objective investigations
• Manager of full cycle recruiting for all company staffing needs
• Ensures best practices are followed for Equal Opportunity Employment throughout the recruiting, interviewing, and hiring process
• Facilitates weekly onboarding and orientation for all new hires at all company locations
• Performance management compliance across the organization and inner departments
• Track edits to maintain company policies and company handbook
• Actively involved in the Company’s Learning and Development strategies
• Project management to support company values and culture at satellite locations
• Facilitates annual departmental project planning sessions to align with company goals
• Maintain and update standard operating procedure process documentation

Took a step back in my career to have the ability to provide in-home, end-of-life care for a family member

• Assisted in managing a Retail Operation
• Oversaw daily operations of departments in the absence of the Manager and attended periodic manager meetings
• Ordered materials as needed
• Oversaw and assisted in the stocking of flowers, giftware, plants, containers, etc
• Worked as a designer
• Maintained stock of standard arrangements, feature containers, giftware and supplies
• Handled customer complaints when the manager was not available.

• Supervised multiple teams of benefits administration coordinators and several (minimum seven) technical operations colleagues for a wide span of control
• Identified and advised management of trends, problems, and issues as well as recommended course of action; informed management of new procedures and ideas for continuous process improvement; and coordinated with management projects
• Provided technical/jurisdictional direction to coordinator reports on benefits adjudication
• Compiled, reviewed and analyzed management reports and took appropriate action
• Performed quality review on employee benefits claims in compliance with audit requirements, service contract requirements, and quality standards
• Acted as second level of appeal for client issues regarding benefit claim-specific, procedural or special requests; implemented final disposition of appeal
• Maintained contact with clients on benefits claims and promoted a professional employee relationship; made recommendations to client as suggested by claim status; and provided written resumes of specific claims as requested by client
• Assured that direct reports were properly licensed in jurisdictions serviced
• Ensured claims files were coded correctly and adequate documentation was made by benefits administration coordinators.

• Delivered New Hire Orientation
• Facilitated the development of training modules using a variety of media types
• Ensured that the training process was properly coordinated, delivered, documented, and evaluated
• Coordinated technical systems and customer service training
• Created, implemented & maintained blended learning solutions that demonstrate knowledge of
• DEI, client advocacy, and compliance material and incorporated best practice development and delivery techniques
• Compiled data; prepared and distributed reports; and analyzed results
• Conceptualized and developed evaluation measures, including knowledge checks, tests, and surveys
• Assessed performance gaps and provided training and coaching on processing and procedure related issues
• Performed internal audit procedures including walk-throughs, preparation of narratives and draft reports
• Traveled to company locations across the country to assess training needs and conduct seminars
• Worked with team leadership to develop, implement, and monitor staff development plans with a focus on soft skills.

• Assessed and evaluated current team competencies to develop a baseline of service opportunities
• Lead efforts to refine Service Center measures and tracking systems for program improvements
• Maintained records of training activities, colleague progress, and program effectiveness
• Supervised a Service Center unit (team) providing leadership, direction, and support and monitors team's daily performance
• Monitored workloads and status; supports colleagues by providing advice on handling complex issues; and identified and resolved problems and issues
• Communicated with upper management regarding unit issues and resolutions

• Established FMLA claims; tracked and coded documentation in accordance with internal workflow processes
• Analyzed FMLA claims to determine eligibility and certification in compliance with state and federal regulations.

• Developed new customer relations through phone and internet contact
• Met 100% of all deadlines
• Bid competitively with banks for new/repair orders
• Managed 100+ incoming and outgoing calls/emails
• Processed incoming and outbound work orders
• Distributed incoming and outgoing mail
• Coordinated daily routing of field crews
• Interacted with potential clients and contractors on a regular basis
• Helped maintain relationships with established clients