Christine Baker
Greater Minneapolis Area
Summary
Dedicated and results-driven Human Resources professional with over 10 years of experience in talent acquisition, employee relations, and performance management. Serving as a subject matter expert in the areas of payroll, leaves of absences, communications, as well as several areas of reporting and technology. Adept at managing full-cycle recruitment processes, fostering a positive workplace culture, and ensuring compliance with labor laws and regulations.
Overview
7
7
years of professional experience
Work History
Sr. Specialist, Accommodations and Leave Management
Comcast HQ Total HR Technology & Service Solutions
Cable HQ Total HR Technology & Service Solutions
06.2023 - Current
- Owns the processing and accuracy of payroll and time entry management. Performs reconciliation of timesheets with sign in/sign out reports, FMLA/LOA/ADA reports. Responsible for monitoring callouts, attendance tracker and UAPs (unscheduled absence points). Takes a consultative approach to problem solving in order to resolve discrepancies.
- Provides leadership and counsel in partnership with Sedgwick representatives and compliance to make determining decisions related to aspects of ADA and FMLA cases applicable to their supported workforce, including but not limited to, having primary responsibility for evaluating the reasonableness of proposed accommodations and impact to the business.
- Ensures that all leaves of absences (LOAs and ADAs) are handled with care and compassion and return to work processes run efficiently. Tracks FMLA and ADA to monitor approved usage amounts and ensures payroll and time off align. Maintains high integrity and confidentiality while handling sensitive information.
- Responsible for corrective actions decisions, up to and including termination, based on review of attendance and productivity reports. Provides information and supporting documentation to address behavioral and performance issues.
- Facilitates training on critical business initiatives as appropriate and provides subject matter expertise and support to leaders and employees. Understands and clearly communicates the importance of and impact to the business. Builds strong competency development through effective training facilitation.
- Tracks completion reporting for required trainings and ensures 100% compliance.
- Creates team meeting agendas by prioritizing and simplifying information, compiles supporting documentation and thoroughly prepares supervisors for team meeting discussions.
- Analyzes reporting including eNPS, outlier management and organizational hierarchy to ensure accuracy, identify themes and bring closure to action items.
- Prioritizes and balances time, actions and initiatives to achieve results.
- Consistent exercise of independent judgment and discretion in matters of significance.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned.
Sr. Specialist, Attendance Support
Comcast Corporation, Cable West Division Office
01.2022 - 06.2022
- Owns the processing and accuracy of payroll and time entry management. Performs reconciliation of timesheets with sign in/sign out reports, FMLA/LOA/ADA reports. Responsible for monitoring callouts, attendance tracker and UAPs (unscheduled absence points). Takes a consultative approach to problem solving in order to resolve discrepancies.
- Provides leadership and counsel in partnership with Sedgwick representatives and compliance to make determining decisions related to aspects of ADA and FMLA cases applicable to their supported workforce, including but not limited to, having primary responsibility for evaluating the reasonableness of proposed accommodations and impact to the business.
- Ensures that all leaves of absences (LOAs and ADAs) are handled with care and compassion and return to work processes run efficiently. Tracks FMLA and ADA to monitor approved usage amounts and ensures payroll and time off align. Maintains high integrity and confidentiality while handling sensitive information.
- Responsible for corrective actions decisions, up to and including termination, based on review of attendance and productivity reports. Provides information and supporting documentation to address behavioral and performance issues.
- Facilitates training on critical business initiatives as appropriate and provides subject matter expertise and support to leaders and employees. Understands and clearly communicates the importance of and impact to the business. Builds strong competency development through effective training facilitation.
- Tracks completion reporting for required trainings and ensures 100% compliance.
- Creates team meeting agendas by prioritizing and simplifying information, compiles supporting documentation and thoroughly prepares supervisors for team meeting discussions.
- Analyzes reporting including eNPS, outlier management and organizational hierarchy to ensure accuracy, identify themes and bring closure to action items.
- Prioritizes and balances time, actions and initiatives to achieve results.
- Consistent exercise of independent judgment and discretion in matters of significance.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned.
Supervisor, Customer Service Strategy & Operations
West Division Loyalty Centers Of Excellence
04.2021 - 01.2022
- Provides customer service leadership with regard to all facets of operations analysis, performance management and time entry.
- Administers customer service programs in adherence with national and system customer service objectives.
- Manages and trains Customer Care Operations Specialist and Coordinators.
- Assists in monitoring customer service productivity in accordance with established policy to assure adherence as well as completeness.
- Ensures adherence to company policy, procedures, standards and goals.
- Consistent exercise of independent judgment and discretion in matters of significance.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned.
Loyalty Academy Supervisor
Comcast Corporation, West Division Loyalty Centers
03.2020 - 04.2021
- Company Overview: West Division Loyalty Centers of Excellence
- Create, maintain, and improve new hire onboarding processes
- Conceptualize and execute Virtual Learning Environment
- Decrease annualized attrition from 81% to 53% in St
- Paul
- Reduce time to hire by 45% Channel Wide
- Average Quality Scores of 51% Channel Wide
- Upskill 153 consultants from OCOE during Project Fusion in St
- Paul
- Align channel for consistency between Colorado Springs and St
- Paul
- Lead 5 support specialists between locations
- Create and implement processes for frontline development and career advancement
- Level Up development Program
- Career Advance Path
- Cultivate and maintain relationships with Resource Management, Comcast University, channel leadership, Talent, and recruiting
Operations Supervisor
Comcast Corporation
08.2017 - 03.2019
- Performance coaching and career development for frontline employees
- Oversaw customer transactions
- Reduced team credits by a continuous $0.23 MoM~ $20k/year in company savings
- Led and facilitated daily callbacks, huddles and meetings to drive customer experience
- Improved customer experience scores from -55 to -14 in 3 months
- Special Projects-
- Lighthouse project rollout to 35 coaches
- Einstein 360 rollout to 283 consultants
- Development Bay Coach
- Hiring Team (GIS and SWAT)
Education
No Degree - Business Administration And Management
Capella University
General/Business Administration/Marketing
Augsburg College
Minneapolis, MN01.2002
Skills
- Talent Acquisition & Recruitment
- Employee Relations & Conflict Resolution
- Performance Management & Appraisal Systems
- HR Policy Development & Implementation
- Training & Development Programs
- Compensation & Benefits Administration
- HRIS & Payroll Systems
- Labor Law Compliance
- Organizational Development
- Strategic HR Planning
Awards
- 2014 Overall Top Performing Agent
- 2014 Retention Elite
- 2014 Career Advance Level 4
Skills - Computers
- Proficient in Microsoft Word
- Excel
- Outlook
- Knowledgeable in PowerPoint
- Skilled with Sales force
- CRM
- Noble systems
Timeline
Sr. Specialist, Accommodations and Leave Management
Comcast HQ Total HR Technology & Service Solutions
06.2023 - Current
Sr. Specialist, Attendance Support
Comcast Corporation, Cable West Division Office
01.2022 - 06.2022
Supervisor, Customer Service Strategy & Operations
West Division Loyalty Centers Of Excellence
04.2021 - 01.2022
Loyalty Academy Supervisor
Comcast Corporation, West Division Loyalty Centers
03.2020 - 04.2021
Operations Supervisor
Comcast Corporation
08.2017 - 03.2019
No Degree - Business Administration And Management
Capella University
General/Business Administration/Marketing
Augsburg College