Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Christina Thyrring-Jackson

Tracy,CA

Summary

Influential HR leader with over 20 years experience developing and enhancing employee experiences, organizational teams and processes improvement. Results driven, fun, ethical, positive, dedicated, strategic HR Leader with extensive experience in creating and developing employee focus shared services model. Problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

30
30
years of professional experience

Work History

Director, Global HR Shared Services

ServiceNow
05.2022 - Current
  • Leading team of 26 FTEs, including 4 regional managers and 3 rd party vendor team of 18
  • Managing vendor team, planning, training & transitioning global transactional work, including managing partner staff and driving accountability and achieving SLAs
  • Created and implemented 4-Tier service model
  • From self-service options to employees through knowledge base (Tier 0) and Live Agent, enabling employees to get fast answers and improve productivity to resolving complex issues in Tier 3
  • Developed and drove all Care metrics and KPIs, tracking success and operating with continuous improvement mindset for HR service offerings and operations
  • Developed and evolved capabilities of employees within Care team to improve customer satisfaction at scale, evolving and improving net-promoter scores/CSAT and overall brand of Care Team
  • Built and maintained strong relationships with HR Business Partners, People Partners, Product Leaders and Centers of Excellence, understanding their business needs and providing support
  • Focused on operational excellence with documenting processes & workflows, ensuring the team has the right tools and resources to provide the best employee experience
  • Proactively resolved inconsistent, inefficient and incongruent processes, policies and practices to prevent and mitigate HR risk and compliance issues.

Senior Manager & Interim Director, Global HR

ServiceNow
08.2021 - Current
  • Focus on ensuring team delivered exceptional customer service to all employees and leaders
  • Delivered robust self-service options to employees through knowledge base, Live Agent, and NowBot enabling employees to get fast answers to their questions
  • Developed and evolved capabilities of team to improve net promoter scores and overall brand of Care team
  • Tracked success through KPIs and survey metrics operating with continuous improvement mindset for HR services and operations
  • Partnered with regional Care3 leads to deliver consistent global experience
  • Served as back up to Director

Manager, HR Shared Services AMS

ServiceNow
03.2020 - Current
  • Promoted environment that inspired employees to excel and develop
  • Grew team 50% in 1st year
  • Built culture of teamwork, respect, accountability and integrity through recruiting and employee development
  • Took over Unemployment program, implemented an automation claim process and reduced unemployment cost by $600,000
  • AMS regional lead for Women at Now - (inaugural 1.5 year) Employee Belonging Group
  • Grew membership by 2,000 during tenure
  • Building & evolving stakeholder relationships
  • Driving to automation on all HR processes
  • Recognized as an Inspirational, positive & motivational leader

HR Manager

Juniper Networks, Inc
01.2015 - 01.2020
  • Led global team with responsibilities spanning from hiring to retire
  • First point of contact for all employees and levels
  • Oversaw HR activities during mergers and acquisitions, facilitated workforce planning, and drove automation and process enhancements
  • Improved onboarding with enhanced orientation and mentoring programs
  • Managed I9 program and unemployment claims while also overseeing HR Helpdesk as primary support for employees and management
  • Promoted employee development, and implemented operational process improvements
  • Collaborated with cross-functional global teams, including payroll, IT, staffing, and more, to meet employee needs and address process challenges
  • Provided support to HRIS, compensation, and benefits teams
  • Maintained human resources activities in full compliance with state and federal employment laws, SOX and GDPR
  • Managed unemployment claims and represented company during appeals hearings
  • Developed, enforced and documented full policies for all HR operations processes

HR Advisor

Juniper Networks, Inc
01.2012 - 01.2015
  • Provided support, consultation and conflict resolution on matters involving employees, management, and contractors
  • Managed issues to manage employee concerns and to identify and implement appropriate action and accountability practices in accordance with progressive discipline principles
  • Performance management with disciplinary actions
  • Managed formal grievances and legal actions involving a current or former colleagues or contractors in partnership with Legal team to resolve these issues
  • Investigated situations that require collection of facts related to an employee relations issue in order to reach the following: a reasonably accurate and thorough explanation of what has taken place; the root cause explaining why it happened; a conclusion regarding the alleged claims; a determination of next steps including disciplinary actions
  • Documented all cases notes, conversations and outcomes
  • Provide training and coaching to managers on behaviors, performance management and creating a positive work environment.

Sr. Executive Administrative Assistant

Juniper Networks, inc
01.2007 - 12.2012
  • Supported 4 VP's Partnered with HR BP and Finance controller for maintaining budgets, contractors, req reports
  • Coordinated scheduling for internal and external meetings, travel plans, conference calls and day-to-day executive obligations
  • HR Liaison between employees and management; on boarding of new directors/VPs
  • HR Talent Matters steward for the Finance team
  • Handled routine responses to telephone and email inquiries on behalf of executives
  • Developed presentations, reports and minutes of meetings for department
  • Used discretion, confidentiality and good judgment to protect c-level matters.

Corporate Event Planner

Redback Networks
01.2006 - 01.2007
  • Organizing and scheduling of all internal and external constituencies including staff, management, clients, and vendors, of the Customer Briefing Center (CBC)
  • Coordinator for all Company events, including: World Wide Company Meetings, World Wide Sales Conference, WW Quarterly Business Review Meetings, and all local Sales events
  • Planned, coordinated WW Sales Conference for 200 people
  • Traveled to various locations for site reviews, worked with resort sales team to negotiate costs, maintained budget, main liaison to hotel and management team, managed attendee list, planned and coordinated all events on site.

Human Resource Coordinator

Redback Networks
01.2000 - 01.2006
  • First point of contact for HR issues
  • Employee Relations - Work with managers on voluntary & involuntary terminations
  • Created and managed Employee Improvement Plans
  • Developed, organized and maintained due diligence records
  • Maintained HR website
  • Conducted weekly New Hire Orientation
  • Tracked and maintained headcount report and analysis on a weekly basis
  • Prepared, maintained records and distributed candidate packets, new hire packets and termination packets
  • Created and maintained due diligence records on Reduction In Force (6 layoffs = 1000 employees) Coordinated severance package, exit interviews, severance letter for RIF's Worked with Staffing Director and legal dept
  • With I-9 procedures and immigration needs Assist employees with benefit and LOA needs Coordinated HR training - Harassment training, manager training, system training, etc
  • Prepared, tracked and updated ISO 9000 (TL) process & Sarbanes Oxley compliant Coordinated Open
  • Enrollment Benefit meetings Company Meetings, Events & Community Affairs: Coordinated quarterly company meetings ( employees) Responsible for communicating all meetings and events to entire company
  • Planned and coordinated annual company events (i.e., Kids Days, Socials, Health Fair & holiday events) Implemented first on-line United Way Giving Campaign and received award for Best New Campaign 2002

First Assistant Store Manager

Safeway
01.1994 - 01.2000
  • Managed employee base average of 200 people and worked closely with labor union and labor issues
  • Recruited, trained, managed and scheduled store personnel
  • Marketed and promoted sale ads (building of displays and merchandise on sales floor)
  • Maintained store sales volume of $12 million annually
  • Recognized for Superior Customer Service and excellent management skills.

Education

No Degree - MARKETING

Cal State Hayward
Hayward, CA

Diablo Valley College
Concord, CA

Skills

  • Positive & Motivating Leader
  • Employee & Customer Experiences
  • HR Strategy & Leadership
  • HR Metrics & Data Analysis
  • Process improvement and automation
  • Creating & building strong COE partnerships
  • HR policies and procedures expertise
  • Workforce Planning
  • HR Regulations & Compliance
  • Succession & Development Plans

Affiliations

2014 - current - TechWomen Program (US State Dept Program) Mentor & Impact Coach2022 - Current - Customer Advisory Board Member for HireRight 2016 - SHRM Member 2009-2011 -AdminCouncil Member/Co creator 2001 Honorary Lifetime Member - CHP/1199 Foundation

Timeline

Director, Global HR Shared Services

ServiceNow
05.2022 - Current

Senior Manager & Interim Director, Global HR

ServiceNow
08.2021 - Current

Manager, HR Shared Services AMS

ServiceNow
03.2020 - Current

HR Manager

Juniper Networks, Inc
01.2015 - 01.2020

HR Advisor

Juniper Networks, Inc
01.2012 - 01.2015

Sr. Executive Administrative Assistant

Juniper Networks, inc
01.2007 - 12.2012

Corporate Event Planner

Redback Networks
01.2006 - 01.2007

Human Resource Coordinator

Redback Networks
01.2000 - 01.2006

First Assistant Store Manager

Safeway
01.1994 - 01.2000

No Degree - MARKETING

Cal State Hayward

Diablo Valley College

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Christina Thyrring-Jackson