Jessica Kolb, SHRM-CP
Tucson,AZ
Summary
An experienced Human Resources Manager with 5 years of experience in employee corrective steps, policy and procedure guidance, and HR organizational policy administration. Skilled in providing appropriate investigation actions and reaching resolution of grievances. Proven track record of instructing senior leaders and harmonizing responses to support business needs.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Human Resources Manager
Loews Ventana Canyon Resort
06.2022 - Current
- Administered HR organizational policies and procedures to support business needs.
- Provided guidance on policies and procedures to harmonize responses, provide appropriate investigation actions and reach resolution of grievances.
- Instructed senior leaders on appropriate employee corrective steps.
- Fostered positive work environment through comprehensive employee relations program.
- Streamlined HR processes for increased efficiency, reducing paperwork and manual tasks through automation.
- Supported Human Resources Director and administration by performing research and providing input on policies and procedures.
- Improved employee retention by implementing effective recruitment strategies and onboarding processes.
- Championed diversity and inclusion efforts, fostering an inclusive work environment where all employees felt valued and respected.
- Assisted Human Resources Director in managing and supporting development and operation of HR.
- Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
- Oversaw and approved offers of employment for salaried and hourly positions to encourage legally compliant hiring process.
- Organized employee relations activities to enhance employee morale and foster supportive work environment.
- Managed the HR budget with fiscal responsibility, making cost-effective decisions while maintaining quality services for employees.
- Conferred with supervisors to review, determine and recommend actions relative to human resource matters.
- Evaluated termination data to review and report on existing or potential trends.
- Mitigated risk exposure through diligent workplace safety practices and proactive policy enforcement.
- Coordinated and engaged with leadership in planning and organizing calendars, events and activities.
- Directed each phase of hiring process, encompassing employment verification, employee relations investigations, criminal background checks and onboarding.
- Maintained "open door" policy to encourage employee communications and resolution of issues.
- Maintained human resources regulatory compliance with local, state and federal laws.
- Improved employee retention by implementing strategic HR initiatives and conducting regular staff evaluations.
- Distributed employee engagement surveys to identify areas of improvement.
- Worker's Compensation
- OSHA
- Unemployment Claims
Branch Manager
Tucson Federal Credit Union
02.2020 - 06.2022
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Managed daily branch operations for optimal efficiency and performance, resulting in improved customer experiences for two branch locations..
- Monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded for two branch locations.
- Examined customer loan applications for loan approvals and denials.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Drove cross-selling efforts by collaborating with various departments within the organization to maximize revenues from existing clients.
- Resolved escalated customer issues quickly and efficiently while demonstrating empathy towards clients' concerns resulting in higher customer retention rates.
- Boosted branch revenue through targeted marketing campaigns aimed at attracting new clients and retaining existing ones.
Human Resources Business Partner
Tucson Federal Credit Union
01.2017 - 02.2020
- Managed complex employee relations issues to promote a healthy workplace culture.
- Partnered with senior leaders on organizational development initiatives for continued growth.
- Identified HR training needs and conducted training for employees and leadership while recommending approaches to effect continual improvements in business objectives, productivity, and within company to reach business goals.
- Conducted exit interviews with employees leaving company to gauge areas of success and opportunities for improvement.
- Ensured legal compliance in all HR practices, preventing potential lawsuits and fines.
- Payroll processing for entire company.
- Managed the full scope of training and leadership development programs to include curriculum development and facilitation.
- Lead the Human Resources department's compliance and regulatory audits.
- Liaison to internal and external auditors to provide requested information or documentation as well as partner in the auditors exit interviews.
- Evaluated employee performance fairly, providing constructive feedback for professional growth.
- Instructed senior leaders on appropriate employee corrective steps.
- Lead the annual compliance training for all employees.
- Project Management Leader was incorporated into my role as well. I partnered with the Executive team to individual contributors to ensure successful implementation of projects.
- Processed purchase orders, invoices, reimbursements, corporate credit card receipts and check requests.
- Maintained confidential nature of employee and company proprietary and privileged information used or observed in course of performing job duties.
Experience Manager
Tucson Federal Credit Union
03.2014 - 01.2017
- Managed and lead a full-scope customer service training and development suite of programs to include facilitation, curriculum creation for individual contributors up to and including mid-level leadership.
- Lead the Human Resource department's compliance and regulatory audits.
- Lead annual compliance training for all employees.
- Trained new personnel regarding company operations, policies and services.
- Motivated team members through recognition programs focused on rewarding high performers.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Service and Sales Trainer
Tucson Federal Credit Union
07.2012 - 03.2014
- Developed lesson plans, instructional materials and written practice tests for Sales and Service training courses.
- Assessed training program effectiveness on regular basis and improved upon deficient areas.
- Designed and implemented sales training program and documentation.
- Optimized communication skills among sales staff through targeted training on active listening, empathy, and persuasion techniques.
- Designed and delivered web-based, self-directed learning materials.
- Improved overall team performance by conducting regular assessments and providing constructive feedback on individual progress.
- Enhanced employee retention through ongoing coaching and mentoring for newly hired sales professionals.
- Facilitated virtual, in-person and blended learning sessions.
- Provided coaching and mentoring to employees.
- Facilitated workshops focused on overcoming objections, closing deals, and building long-term client relationships.
- Developed and led group training courses to align with corporate sales and service goals.
- Complied and delivered data reporting to Executive team and upper management.
- Support and coach Branch Managers regarding follow-up training for employees who were experiencing challenges with goals.
- Support and coach Branch Managers and employees on a one to one basis for individual development planning.
- Reduced time spent in the field by creating efficient role-play scenarios for realistic practice during training sessions.
Senior Teller
Tucson Federal Credit Union
08.2010 - 07.2012
- Trained new hires on customer service policies and procedures.
- Enforced compliance with bank regulations and policies to reduce financial risks.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Identified potential needs through observation, questioning, and listening.
- Promoted positive customer interactions, consistently maintaining a professional demeanor during high-pressure situations.
Teller Manager
Commerce Bank
05.2004 - 07.2009
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Created financial dashboards to provide insights into key performance indicators.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Maintained a high level of accuracy in transaction processing through rigorous attention to detail and adherence to established protocols.
- Ensured compliance with federal regulations and bank policies by conducting regular audits of teller transactions and cash drawers.
- Increased employee retention by providing ongoing coaching, feedback, and professional development opportunities for teller staff.
Education
Bachelor of Science - Human Resources Management And Services
Trident University International
Cypress, CA2014
Skills
- Benefits Administration
- File and Records Management
- Employee Relations
- Human Resources Management
- Payroll Management
- Payroll Administration
- New Employee Orientation
- Exit Interviews and Processes
- Talent Acquisition
- Unemployment Claims
- FMLA & Leave Management
- Training and mentoring
- Leadership Training and Development
Certification
- SHRM-CP - SHRM Certified Professional
- July 2019 - July 2025
Volunteering
Arizona Family, Career and Community Leaders of America (FCCLA)
- Evaluator for student presentations
- March 2016 - Present
Oro Valley Chamber of Commerce
- Ambassador
- February 2022 - Present
Additional Information
Rise! at Loews Middle Manager Development Program
2024 to Present
Loews Hotels & Co.'s Rise program is for mid-level managers that have been identified as high potential leaders. The program provided mentorship with a Human Resources Director along with multiple development sessions.
Tucson Federal Credit Union Leadership Training Program
2015-2019
Tucson Federal Credit Union's Prospective Leadership Program is a four year in house leadership program. Only employees identified by Executive Leadership are able to interview for the program. Once accepted, it is a wonderful leadership program that offers training and development for all levels of leadership, across all departments.
Timeline
Human Resources Manager
Loews Ventana Canyon Resort
06.2022 - Current
Branch Manager
Tucson Federal Credit Union
02.2020 - 06.2022
Human Resources Business Partner
Tucson Federal Credit Union
01.2017 - 02.2020
Experience Manager
Tucson Federal Credit Union
03.2014 - 01.2017
Service and Sales Trainer
Tucson Federal Credit Union
07.2012 - 03.2014
Senior Teller
Tucson Federal Credit Union
08.2010 - 07.2012
Teller Manager
Commerce Bank
05.2004 - 07.2009
Bachelor of Science - Human Resources Management And Services
Trident University International
- SHRM-CP - SHRM Certified Professional
- July 2019 - July 2025
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