Jessica Shu
Houston,Texas
Summary
Dynamic and detail-oriented professional who possesses strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Brings positive attitude and commitment to continuous learning and growth. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team success.
Overview
17
17
years of professional experience
Work History
Senior People Care Advisor
BP
05.2024 - Current
- Line Manager responsible for coaching team of 4 advisors, conducts case audits for quality and completion
- Thoroughly investigate and manage complex, sensitive and escalation HR queries, complaints and incidents, applying employment law and policy as context and using judgement and empathy to reach resolution
- Identify insights and trends to improve knowledge base, team performance, training and processes. Apply Continuous Improvement to enhance procedures and publish knowledge articles on ways of working locally and globally
Application Support Advisor
BP
06.2021 - 02.2024
- Provided global support for over 20 different web and client-based applications, file and data feeds and batch processes
- Live support for end users on new and updated systems and software spanning across employee accounts & access, training records, performance reviews, feedback surveys, and awards
- Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions. Closed and triaged over 5,400 cases
- Analyzed and troubleshot integration issues and duplications related to system configuration, data, maps and workflows
- Delivered onboarding training for 2 Houston-based Application Support Advisors
Customer Experience Specialist
BP
02.2021 - 06.2021
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service
- Responded to high volume of incoming calls utilizing listening and communication skills to identify HR problems, needs, and opportunities related to payroll, leave of absence, policies, onboarding, severance and terminations
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Responded proactively and positively to rapid change
Senior Learning Coordinator (Interim)
BP
09.2019 - 02.2021
- Inspiring contributor to HR Communities of Practice
- Team Lead of Logistics Communities of Practice
- Member of HR Learning Services Working Group to build Salesforce interface for learning management system "L-App Project"
- Supervised and energized team of 3 Learning Coordinators to dynamically demonstrate excellence in changing environment
- Ensured integrity of session delivery and standards
- Team leader of group projects, delegating tasks and providing feedback
- Professional responsiveness with customer focused approach
- Worked closely with instructors to prepare online materials, content, and tools to facilitate training globally.
Logistics Coordinator
BP (through Procom Services)
06.2018 - 09.2019
- Logistics management, of training events on Globe system for 6 portfolios (Downstream Fuels North America and Westlake Property Management)
- Collaborated with Learning Services Project Teams and Local Business Learning Teams during go live and hypercare
- Provided analysis of Demand Plan training requirements to ensure smooth delivery consistent with BP's operating standards
- Negotiated with venues and vendors nationwide to schedule training services
- Assisted Procurement and Commercial Services Teams by collecting contracted costs, raising purchase orders, and processing payments via P Card
- Supported HR Learning Services Delivery Teams with reporting, data integrity, and Sharepoint Interface role assignments/removals
Coordinator
Chinese Community Center
01.2018 - 02.2018
- Contingent contractor for Lunar New Year Festival planning with 55 participating vendors
- Fundraising liaison for monetary and in-kind donations
- Event Emcee
Training Center Coordinator
Noble Drilling
12.2013 - 10.2017
- Assisted Executives to create new processes and policies in accordance with expansion of training center that offered more than 60 different courses
- Developed and managed Sharepoint & Shopify websites for course registrations
- Coordinated and scheduled over 1,100 courses, meetings, tours, and events
- Prepared weekly utilization and statistical reports for Executive meetings
- Approved enrollments and logistics for over 15,700 employees and clients
- Coordinated and maintained course calendar along with complex facility schedule
- Administrative support for all training, meetings, and events
- Recordkeeping of KPIs, attendance, and course completion documentation
- Data analysis LMS Systems (SkillsXP/SkillsVX)
- Editor for Course Catalog
- Fire Warden for building
Elementary School Teacher
Harmony School of Science Elementary
07.2011 - 11.2013
- Department Head
- Art Teacher
- Computer Teacher
- IT Assistant Manager
- Yearbook Advisor/Editor
- Supervised and mentored 6 teachers (music, physical education, health, foreign language, and computer)
- Planning committee for F.A.S.T (Fine Arts Showcase & Talent) Visual Art Competition and Exhibition
- Procurement and fundraising for school supplies
- Stage, sets, seating, A/V setup and breakdown, Event Emcee and DJ
Escrow Assistant
Fidelity National Title
02.2008 - 07.2011
- Facilitated closing transactions between buyers, sellers, real estate agents, and loan officers by processing legal and financial documents for residential and commercial real estate sales and refinances
- Notary Public
- Supported real-time foreclosure auction research
Education
Bachelor of Science - Human Development And Family Studies
University of Houston
Houston, TX05.2009
Skills
- Creative Problem-Solving
- Verbal and written communication
- Logistical Planning
- Technical Support
- Data Analysis
- Quality Assurance
- Customer Service
- Microsoft Suite
Activities
- 2014, 2017, Event Coordinator for Team Noble Drilling - MS150 Bike Ride, Organized logistics, catering, entertainment, and overnight accommodations at campsite for 200+ attendees, Fundraising committee - Team Noble Drilling raised $738,134 coming in at 2nd place for overall fundraising for 2017, Event DJ and Emcee
- 09/01/2017, 10/01/2017, Hurricane Harvey Relief: Volunteer & Volunteer Coordinator, Organized and attended volunteer activities with various groups in the community (Noble Drilling, AREAA Houston, Team Rubicon, Kinitro Fitness, Tranquil Heart Yoga, Bear Creek United Methodist Church, Kirkwood Church, The Source of Hope)
- 2017-2020 Yoga Instructor at Tranquil Heart Yoga, Creative Crossing Studio, and Westmere Fitness
- 2022 USCAA Reginal Corporate Track & Field - Team BP Sprint & Distance Runner
- 2023 & 2024 MS150 Team Noble Drilling Rider
Timeline
Senior People Care Advisor
BP
05.2024 - Current
Application Support Advisor
BP
06.2021 - 02.2024
Customer Experience Specialist
BP
02.2021 - 06.2021
Senior Learning Coordinator (Interim)
BP
09.2019 - 02.2021
Logistics Coordinator
BP (through Procom Services)
06.2018 - 09.2019
Coordinator
Chinese Community Center
01.2018 - 02.2018
Training Center Coordinator
Noble Drilling
12.2013 - 10.2017
Elementary School Teacher
Harmony School of Science Elementary
07.2011 - 11.2013
Escrow Assistant
Fidelity National Title
02.2008 - 07.2011
Bachelor of Science - Human Development And Family Studies
University of Houston
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