Jennifer A. Brumley
Vanderbilt,PA
Summary
Proven leader who is innovative, enthusiastic, driven, proactive, yet practical with over 26 years’ experience in management, field operations, and human resources. Ability to make tough decisions, maintain complete trust and credibility with executive team, leaders, and employees. Demonstrate sound business ethics and consistency between words and actions. Able to analyze problems quickly and see through to resolution. Comfortable working with all levels of employees, leaders, as an advocate, and business partner. With a mission to lead with humbleness, integrity, authenticity, and positivity.
Overview
27
27
years of professional experience
Work History
Director Customer Strategic Initiatives
NiSource
07.2022 - Current
- Provide leadership and vision toward initiatives that drive efficiency, deliver increased value to stakeholders, create enhanced customer experience, and improved customer satisfaction
- Aligned organizational objectives with company mission, increasing revenue, profit and business growth by collaboratively developing integrated strategies
- Oversee benefits realization and project completion for Customer initiatives implemented
- Determine future forward visioning for the Customer Organization based on trends and drive innovation
- Accountable for successful integration of business partner needs and input for Customer Initiative Business Cases and scoping decisions
- Formulates and leads teams during detailed design, pre-work, and implementation project phases
- Ensure transparent process to share project status including risks, issues, and mitigation plans
- Set the strategic approach and successfully execute ongoing employee & leader forums for information sharing, feedback and collaboration on new capabilities and improvement opportunities
Director Customer Centers Operation Support
NiSource
01.2021 - 06.2022
- Responsible for establishing cross-functional relationships with key stakeholders across 6 states
- Lead Workforce Management Team responsible for developing and managing independent forecasts and staffing plans across three Customer Care Centers
- Plan and analyze forecasting call volumes, handle times, and provide impact analysis on strategic business drivers
- Determine how centers will balance staffing with inbound and back-office work volumes
- Collect organizational data and use it to generate reports on call volumes, back-office work volumes, and project staffing needs
- Improve business operations, including how to optimize work schedules, identify critical staffing gaps, and to produce expected service level results
- Lead Business Process, Quality, and Training Teams develop and implement new processes for the centers
- Revise and improve current processes based on business and customer needs, with a strong focus on safety and enhancing customer experience
- Ensure Quality and Training team delivers all training activities including development and maintenance of new and current processes in a timely and efficient manner
- Accountable for all quality related support functions including quality assurance monitoring, CSR assessments, calibration, employee feedback, and qualitative analytics
- Continue focus on employee training, call quality, coaching, and development plans as well as process changes ensuring employees are performing at expected levels
Director Customer Care Centers
NiSource
06.2019 - 12.2021
- Responsible for the achievement and enhancements to productivity, customer satisfaction, and efficiency in coordination with care center operations
- Direct personnel across the Operations Support Organization to ensure all Customer Care Centers are fully integrated with the Operations Support Team ensuring transparency while maintaining resilient cross-functional relationships with key stakeholders across 5 states
- Lead Workforce Management, Quality Assurance (QA), and Training Teams to develop and manage forecasts, staffing plans, training and monitoring for over 500 agents
- Deliver on NiSource Customer Care Centers defined key performance indicators (KPIs)
- Ensure a proficient QA process and team to conduct call listening and coaching sessions with employees to improve quality, drive process compliance, and operational efficiency
- Analyze MSR Customer Satisfaction Survey Results and all Red Flags then make any modifications needed to measure and improve customer service
- Deliver strategic and operational planning while managing departmental expenditures and staying within budget guidelines
Manager Customer Care Centers
NiSource
02.2017 - 05.2019
- Accountable for leading, developing and coaching Customer Care Center team to deliver a consistent high quality, efficient customer experience while maintaining successful operations to deliver on high performance expectations and metrics
- Proactively direct daily operations of the Customer Contact Center Team with a clear sense of urgency, by planning, prioritizing and delegating work task to ensure proper functioning of the department
- Analyze relevant data to determine customer service outputs, identify and implement strategies to improve quality of service and productivity, and ensure necessary resources and tools are available for quality customer service delivery
- Monitor staff performance based on call handling, call metrics and assessments
- Develops and maintains positive relationships with internal/external business partners
- Work collaboratively to develop, implement, and execute customer service policies and procedures
- Accomplish strategic plans that enhances the customer experience
- Successfully resolve customer issues and complaints
- Promote an environment of continuous improvement as related to Contact Center operations
Senior Human Resource Consultant
Calfrac Well Services
11.2011 - 02.2017
- Provided strategic and tactical HR leadership for rapid growing operations by understanding the vision of the future of the organization and supported the actions needed to achieve business goals and objectives
- Responsible for employees located throughout the eastern region in the US
- Serve as HR Business Partner for Field Operations Divisions, counsel management team regarding compliance with all Federal, State and local employment laws
- Ensure we maintained a competitive compensation philosophy and structure
- Approved recommendations for involuntary separations
- Review all employee complaints and advise or mediate all delicate situations
- Ensure managers are trained in best practices for handling sensitive employee relations issues
- Implemented conflict resolution, employee incident investigation forms and processes, and employee roundtable meetings
- Recommend and assist management with developing and establishing additional company policies and procedures as they apply to both human resources and general business practices
- Developed and implemented a Supervisor Leadership Training Program (Building a Culture of Respect) which shaped the company culture, improved employee satisfaction, and reduced turnover
- Successfully implemented Incentive/Retention Programs
Human Resource Manager
Vertex LLC
07.2005 - 10.2011
- Liable for managing all human resource activities for staff of 400+ employees working in seven departments providing customer management services to the NiSource and SouthStar Contracts
- Oversee and manage administration of HR policies, training and communications
- Manage HR guidelines for employee benefits, compensation, labor relations and staffing
- Develop, implement and sustain a philosophy that embraces employee communication, value creation, long-term planning, performance management and excellence in customer service
- Manage positive employee relations
- Responsible for managing the employment function at the local level consistent with corporate policies and practices including affirmative action and equal employment opportunity goals and objectives
- Met and improved all government regulations affecting human resources, including but not limited to: OSHA, EEO, ERISA and Wage and Hour regulations
- Monitor and resolve employee disputes, discrimination investigations, disciplinary activity, and other HR trends to ensure effective management
- Proactively identify and address HR policy and practice needs
- Advise, explain and counsel all levels of management on HR policies, procedures and programs
- Manage the regional DOT drug and alcohol-testing program and ensure compliance
Human Resource Consultant
Columbia Gas
01.2001 - 06.2005
- Monitor employee disputes, discrimination investigations, disciplinary activity, and other HR trends to ensure effective management
- Proactively identify and address HR policy and practice needs
- DOT Drug & Alcohol program coordinator for operations and contact center
- Served as change champion on company initiatives from major organization restructuring, sale of facilities, facilitative management concepts, establishing team-based cultures, performance management system and market based compensation
- Responsible for employee relations/labor relations for southwestern Pennsylvania
- Developed and delivered education/training programs on all aspects of HR such as benefits, compensation, selection and assessment, diversity and EEO
- Served on the labor team responsible for negotiating union contracts for NiSource/Columbia Gas Companies
- Ensured union-free status of non-union employees in designated locations
Team Leader
Columbia Gas
01.1998 - 01.2001
- Responsible for the management and development of a team of contact center customer service representatives (CSR)
- Every member of my team were either meeting or exceeding every KPI
- Developed and designed call center procedures and process documentation - Received President’s Award for this effort
- Instrumental in the creation of the employee handbook for all CSRs
- Member of PC implementation team, assisted in the conversion from mainframe terminals to personal computers, part of leadership group that solutioned Y2K, and programmed and mapped the first Interactive Voice Response (IVR) used at the center
Customer Service Representative
Columbia Gas
01.1996 - 01.1998
- Respond to customer inquiries and determine adequate solutions to customer concerns and complaints
- Developed broad knowledge in four states operations – cash, credit & collections, billing & accounting, customer service
- Mastered the ability to ensure quality customer service while exceeding the quantity required
Education
B.S - Elementary Education
California University of PA
California1993
Skills
- Strategic Business Needs Analysis, Planning, and Alignment
- Policy Design & Management
- Building Culture of Respect
- Inclusion & Diversity
- Business Management and Development
- Organizational Leadership
- Federal, State, and Company Compliance
- Product Development Budgeting
- Legal/Complaint Issue Resolution
- Employee & Labor Relations
- Contract Negotiation
- Strategic business initiatives
Timeline
Director Customer Strategic Initiatives
NiSource
07.2022 - Current
Director Customer Centers Operation Support
NiSource
01.2021 - 06.2022
Director Customer Care Centers
NiSource
06.2019 - 12.2021
Manager Customer Care Centers
NiSource
02.2017 - 05.2019
Senior Human Resource Consultant
Calfrac Well Services
11.2011 - 02.2017
Human Resource Manager
Vertex LLC
07.2005 - 10.2011
Human Resource Consultant
Columbia Gas
01.2001 - 06.2005
Team Leader
Columbia Gas
01.1998 - 01.2001
Customer Service Representative
Columbia Gas
01.1996 - 01.1998
B.S - Elementary Education
California University of PA