Jessica McGill
Marietta,Ga
Summary
Organized Human Resources Associate with 4 years of experience managing complex HR operations. Thoughtful facilitator of individual HR team requirements, identifying need and devising strategies for thoughtful integration of new policies and procedures. Objective navigator of interpersonal conflict with creativity in reaching mutual agreements.
Overview
8
8
years of professional experience
Work History
HUMAN RESOURCES ASSOCIATE
Home Depot
04.2019 - Current
- Provide support for all current and former Home Depot employees with SOP interpretation, timekeeping and payroll inquiries via phone, email and Salesforce cases.
- Support staffing leaders by providing guidance with talent management, hiring systems and staffing procedures.
- Promote team engagement and facilitate call team's "Best Practices" training.
- Maintain personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Brief job applicants regarding responsibilities, benefits and schedules to provide information regarding job specifications and logistics.
- Resolve employee complaints and grievances successfully through mediation and collaboration.
- Collaborate with payroll to complete and upload pay data and worked with managers to support proper wage and hour compliance.
- Liaise with HR and payroll to coordinate and manage employee leaves of absence.
- Improve operational processes for call team resulting in productivity increase in HR department.
RESOLUTIONS EXPEDITER
Home Depot
09.2017 - 04.2019
- Served as liaison to Senior Manager, Business Project Manager and 70+ associates for Major Appliance Pilot.
- Collected data from Major Appliance pilot orders to provide valuable insights to improve shipping logistics and drive smarter business decisions.
- Managed 20-30 internal and external business escalations daily and provided operational support.
- Addressed supply opportunities and developed creative solutions to prevent delays.
- Generated solutions to customer issues, vendor errors and budget limitations.
- Completed logs and reports detailing production data such as logistical and delivery errors.
- Collaborated with cross-functional teams to align production plans with customer requirements.
TEAM LEADER
Home Depot
04.2017 - 09.2017
- Managed and trained customer-focused team of 12 associates.
- Fostered team engagement using associate feedback, recognition, and offer growth opportunities.
- Published daily performance reports for direct reports and provided Service Level Support to efficiently meet business needs, utilizing Avaya CMS Supervisor, NICE Interaction Management and Impact.
- Supplemented New-Hire Training by presenting Coaching for Growth development model.
- Received “Director’s Award” for being Top Team Lead for three consecutive months.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
CUSTOMER SERVICE REPRESENTATIVE
Home Depot
03.2016 - 04.2017
- Answered 30-40 general online order inquiries from Home Depot customers, store personnel and vendors via phone and chat.
- Processed and managed online orders.
- Recognized for being “Top 3% Performer” for first half of fiscal year.
- Responded to customer requests for products, services, and company information.
- Tracked customer service cases and updated Salesforce with customer information.
- Met customer call guidelines for service levels, handle time and productivity.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Education
Bachelor of Arts - Psychology
University of West Georgia
Carrollton, GA04.2014
Skills
- Talent Acquisition
- Training and Development
- Compensation and Benefits
- Policy Interpretation
- Recruiting Support
- Personnel Engagement
- Staff Training
- Employee Performance Management System
- Human Resources Management Systems (HRMS)
- Confidential Document Control
- Hiring and Terminations
- Kronos Timekeeping
Timeline
HUMAN RESOURCES ASSOCIATE
Home Depot
04.2019 - Current
RESOLUTIONS EXPEDITER
Home Depot
09.2017 - 04.2019
TEAM LEADER
Home Depot
04.2017 - 09.2017
CUSTOMER SERVICE REPRESENTATIVE
Home Depot
03.2016 - 04.2017
Bachelor of Arts - Psychology
University of West Georgia
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