JENNIFER PACE
Lee's Summit,MO
Summary
Results-driven leader with over two decades of experience in operational support, specializing in performance management, process improvement, and employee development. Proven ability to analyze complex data, resolve conflicts, and guide teams and management to achieve high-performing outcomes. Passionate about fostering a positive work environment and ensuring operational excellence.
Overview
30
30
years of professional experience
Work History
Manager - Attendance Administration
AT&T Consumer Sales & Service
12.2021 - 04.2025
- Led the full HR lifecycle for attendance, developing and implementing comprehensive policies that ensured compliance with labor laws.
- Provided expert guidance to management and employees on complex attendance and HR issues, serving as a trusted advisor.
- Analyzed extensive attendance data, making strategic recommendations that optimized workforce efficiency and compliance.
- Collaborated cross-functionally with HR, Legal, and other departments to streamline processes and strengthen partnerships.
- Trained and mentored a team of 13 operational managers on policies and procedures, enhancing their ability to manage employee relations and performance.
Sr. Specialist - Field Attendance Admin
01.2019 - 12.2021
- Administered and maintained accurate attendance records for approximately 6,000 employees across 6 different bargained contracts, ensuring policy compliance and resolving discrepancies.
- Provided direct support and guidance to field managers and employees, serving as a primary point of contact for attendance policies.
- Partnered with HR and payroll to ensure accurate timekeeping and attendance data.
Team Leader - DSL Migration Center
04.2013 - 12.2018
- Provided real-time support and resolved complex customer issues for a team of 140 Sales Associates.
- Optimized work distribution and improved team efficiencies, ensuring timely completion of tasks.
- Managed first-level manager escalations, de-escalating conflicts and resolving sensitive customer issues.
National Web Center Team Specialist for Email and Chat
09.2008 - 03.2013
- Conducted quality assurance for approximately 250 representatives, analyzing interactions to streamline processes.
- Utilized data analysis to pull actionable reports and partnered with management to implement quality improvements.
- Analyzed CRIFT Survey results and provided strategic feedback, consistently increasing monthly scores.
- Implemented targeted coaching strategies for sales agents, resulting in significant performance improvements.
Quality Analyst
01.2003 - 08.2008
- Reviewed contacts across multiple offices to ensure quality, customer service, and strict adherence to policies.
- Provided constructive feedback and collaborated with management on coaching initiatives to improve call center quality.
- Hosted Call Center Calibration sessions to evaluate performance and identify trends.
Associate Instructor
01.1999 - 01.2003
- Designed and delivered comprehensive training programs for new hires on operational and order management protocols.
- Developed and produced local training packages with new updates, showcasing adaptability and curriculum development.
Customer Service Representative
07.1995 - 01.1999
- Resolved complex customer inquiries and issues, operating effectively within self-reliant teams.
- Consistently commended for initiative, enthusiasm, and customer focus.
Education
High School Diploma -
Truman High School
Independence, MO05-1995
Skills
- Leadership: Strategic Operational Initiatives, Performance Management, Policy Implementation, Business Partnering, Leadership Development
- Operational & Data Analysis: Process Improvement, Workforce Planning, Quality Assurance, Data Analysis, Root Cause Analysis
- Employee Relations: Conflict Resolution, Employee Development, Coaching & Mentoring, Building Relationships
- Communication: Excellent Written & Verbal Communication, Training Program Development, Cross-functional Collaboration
- Awards & Certifications: 2013 AT&T Summit Winner, LEAD Program, AMAP Certification, Associate Instructor Certification, Management Development Participant Certificate
Timeline
Manager - Attendance Administration
AT&T Consumer Sales & Service
12.2021 - 04.2025
Sr. Specialist - Field Attendance Admin
01.2019 - 12.2021
Team Leader - DSL Migration Center
04.2013 - 12.2018
National Web Center Team Specialist for Email and Chat
09.2008 - 03.2013
Quality Analyst
01.2003 - 08.2008
Associate Instructor
01.1999 - 01.2003
Customer Service Representative
07.1995 - 01.1999
High School Diploma -
Truman High School