Jessica McDuffie

Served as Sr. Human Resource Specialist for multiple government agencies including the Federal Emergency Management Agency (FEMA), Department of Energy (DOE), General Services Administration (GSA), Center for Disease Control and Prevention (CDC), Health and Human Services (HHS) and the Internal Revenue Services (IRS). Promoted from entry level Human Resource Specialist to Senior Human Resource Specialist during my time with the federal government. Duties, Accomplishments and Related Skills:

• Manage end-to-end recruitment for multiple departments.
• Partner with hiring managers to develop talent acquisition strategies, job descriptions, and interview processes.
• Conduct candidate sourcing, screening, and qualifications assessments to ensure top talent selection.
• Optimize hiring workflows, reducing time-to-fill through process automation and proactive pipeline development.
• Implemented data-driven approaches to monitor recruitment metrics consistently, adjusting strategies as needed based on performance results.
• Collaborated with leadership teams to assess workforce planning needs and develop effective talent pipelines for future positions.
• Collaborated with department managers to identify staffing needs and create strategic recruiting plans.
• Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
• Facilitated smooth onboarding processes for new hires, leading to faster integration into the workplace culture.
• Streamlined recruitment processes, expediting the hiring of qualified candidates.
• Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
• Ensured compliance with federal, state, and local labor laws through regular audits and policy updates.
• Collaborated with department heads to identify staffing needs and strategize recruitment efforts.
• Managed applicant tracking systems (USAStaffing, MGS, CHRIS, FedHR, Sharepoint, ServiceNow and more) to streamline recruitment.
• Conducted trainings HR and Hiring teams to improve hiring efficiency.
• Provided strategic consulting on inclusive hiring initiatives and federal-private sector talent transitions.
• Pre-screened resumes prior to sending to hiring managers for consideration.
• Created and delivered HR training sessions to staff, managers and executives.
• Created job postings and job descriptions to advertise on hiring boards.
• Collaborated with department managers to identify staffing needs and create strategic recruiting plans.
• Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
• Facilitated smooth onboarding processes for new hires, leading to faster integration into the workplace culture.
• Streamlined recruitment processes, expediting the hiring of qualified candidates.
• Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
• Ensured compliance with federal, state, and local labor laws through regular audits and policy updates.
• Collaborated with department heads to identify staffing needs and strategize recruitment efforts.
• Managed applicant tracking systems (USAStaffing, MGS, CHRIS, FedHR, Sharepoint, ServiceNow and more) to streamline recruitment.
• Conducted trainings HR and Hiring teams to improve hiring efficiency.
• Provided strategic consulting on inclusive hiring initiatives and federal-private sector talent transitions.
• Pre-screened resumes prior to sending to hiring managers for consideration.
• Created and delivered HR training sessions to staff, managers and executives.
• Created job postings and job descriptions to advertise on hiring boards.
• Extending offer letters to candidates and setting and managing pay negotiations
• Serving as the COVID-19 Tiger team's point of contact for the HR Helpdesk to address concerns received by applicants regarding application status, personnel discrepancies, and more
• Coordinating with other organizations regarding work accomplishment, priorities, chains of command, and communication channels
• Changing workflows and work assignments to balance workloads and increase the effectiveness of operations and personnel utilization
• Performing any other duties as needed including providing assistance and training to coworkers when requested
• Staying up to date with mandatory trainings and trainings offered for skill-building and improving collaboration and teamwork
• Developing and updating HRIS SOP’s and Job Aids; creating team org charts

Duties, Accomplishments and Related Skills:

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Analyzed customer service metrics to identify trends and develop strategies for improvement.
• Developed feedback system for customers to share their service experience, leading to actionable improvements.
• Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
• Customized support strategies for high-priority clients to ensure their specific needs were met.
• Educated customers about billing, payment processing and support policies and procedures.
• Maintained up-to-date knowledge of product and service changes.

Duties, Accomplishments and Related Skills:

• Researched human resource management laws, methods, principals, systems, policies and practices through shared drives and system manuals; Stayed up to date with Federal Work-study guidelines;Oversaw work study training
• Managed SON new hire process from start to finish: post open vacancies in the Handshake system,screened applicant resumes for eligibility, determined candidate qualifications, managed background checks, pre employment screenings, offer letters, and orientations; Processed pre-appointment paperwork including background investigation forms
• Coordinated operational processes including recruitment, training, employee relations, work-life programs and equipment distribution
• Processing a variety of payroll actions
• Preparing policy, procedural, and administrative communications such as reports and briefings using spreadsheets, graphs and databases
• Analyzing data to identify trends or patterns
• Used automated hiring systems to conduct qualifications review of applicants, and issued an invitation to interview eligible candidates
• Working as a team member in Workforce Planning and Operations Management theories, concepts,principles, methods and techniques;
• Making decisions, setting priorities and developing program goals and strategies;
• Applying time management and multi-tasking skills to prioritize work;
• Using effective written and verbal communication; tailoring information to intended and varied audience
• Maintained student, post-doc, adjunct faculty, and part time faculty reports in the PeopleSoft system;onboard selected new hires and student assistants in PeopleSoft; processed status changes including extensions, separations, promotions, and other personnel changes
• Managed Safety Trainings and Redcross Blood Drives at the school
• Performed weekly timekeeper duties: initiated new employees in the PeopleSoft timekeeping system;troubleshoot time errors, and monitored employee status changes
• Evaluating SON programs and processes for effectiveness
• Collaborated with department managers to develop new processes for new hire orientations and employee appreciation programs
• Creating or editing written reports to explain results of analysis.
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Duties, Accomplishments and Related Skills:

• Administered and maintained all Human Resource activities for Schlotzsky’s, Moe’s, and Cinnabon corporate and store level brand employees
• Managed the implementation of the first talent management system for the Schlotzsky’s brand;documented and modified program files as needed; Communicated changes to the VP of HR; trained HR team to use the system for the implementation of the program into the McAlister’s and Auntie Ann’s brands
• Maintained HRIS (human resources information system) records for all hourly and salaried employees for45 store locations including hires, terminations, promotions, status change transactions through the ADP hris tracking system
• Recommend process improvements; created interim solution to minimize the duration of time and errors made in the current terminations process; created communication solution between Schlotzsky’s personnel and payroll departments to track employee status change transactions and minimize errors;Collaborated with the Director of Recruitment to develop new processes to improve employee satisfaction and reduce turnover
• Preparing policy, procedural, and administrative communications such as reports and briefings using spreadsheets, graphs and databases
• Performed Administrative duties including managing requisitions, background checks, pre- employment screenings, offer letters, and orientations
• Utilized a basic understanding of guidelines related to employee workers' compensation/injury benefits to ensure compliance with applicable laws, regulations, and procedures
• Assessed workers' compensation situations to identify core issues or problems
• Developed spreadsheets using excel and other relational databases to track data
• Advised store managers in managing workers' compensation return-to-work processes
• Processed a variety of payroll actions, such as wage garnishments, child support payments and payroll bills
• Applied recruitment and placement policies, practices and procedures to the Director of Recruitment with resolving staffing challenges; Assisted with developing vacancy announcements and assessment questionnaires; Assisted with using automated hiring systems to conduct qualifications review of applicants, and issued an invitation to interview to eligible candidates
• Working as a team member in Workforce Planning and Operations Management theories, concepts,principles, methods and techniques;
• Making decisions, setting priorities and developing program goals and strategies;
• Applying time management and multi-tasking skills to prioritize work;
• Using effective written and verbal communication; tailoring information to intended and varied audience
• Answer employee questions about Human Resource policies and procedures
• Reviewed existing policies and procedures to make recommendations for enhancing work productivity, recruitment, hiring processes, and talent management.
• Recommended process improvements to continually identify, analyze, and fix constraints and challenges.

Duties, Accomplishments and Related Skills:

• Provided assistance to a team of Property Managers in all aspects of commercial property management administration and reporting
• Performed Administrative duties; Screened incoming phone calls; Reviewed and responded to incoming mail; Recording minutes at monthly meetings; Organized and filled daily paperwork,maintained tenant databases, Issued and retrieved building access key cards; Created Emergency Response Plans for the management team; Updated Emergency Handbooks for tenants
• Provided services to tenants; Assisted in the moving-in and moving-out process and procedures,Administered tenant relations programs including tenant events
• Reviewed and processed payments and receivables including accounts payable, accounts receivables,contracted services, and lease administration.

Duties, Accomplishments and Related Skills:

• Provided support and coordination for the occupational health and safety program by assisting the department managers with assigned projects and duties
• Assisted the department with special projects including organizing past worker’s compensation claims and motor vehicle reports
• Developed spreadsheets using excel and other relational databases to track worker compensation claims and motor vehicle claims
• Assessed workers' compensation situations to identify core issues or problems
• Utilized a basic understanding of guidelines related to employee workers' compensation/injury benefits to ensure compliance with applicable laws, regulations, and procedures
• Assisted department managers in managing workers' compensation return-to-work processes
• Performed administrative duties including: faxing, scanning, emailing documents, and distributing mail.