Sharyn Felton
Orland Park,IL
Summary
Experienced human resources professional with expertise in employee relations, change management, training and development, staffing, compensation, and HR program management. Proven leader with a strong capacity to lead, develop leadership trainings, address opportunities and needs, and monitor HR programs for legal compliance. Recognized as a subject matter expert, employee advocate, and change driver; skilled in driving organizational effectiveness through systems, policies, and procedures. Adept at advocating for employees and achieving business goals and objectives.
Overview
23
23
years of professional experience
Work History
Workforce Planning and Scheduling Analyst
COMCAST CABLE CORPORATION
07.2013 - 12.2024
- Created and produced new shifts for incoming new hires, major shift bids and holiday schedules.
- Tracked internal scheduling issues utilizing Smartsheet's ticketing system to monitor and record resolution.
- Facilitated red marker meetings for major shift bids with site leadership by proposing shifts that aligned with hours of operation, call volume and service levels.
- Prepared weekly attendance and short-term forecasting reports.
- Resolved scheduling conflicts and ensured adequate coverage and awareness of service levels.
- Assisted call center managers and supervisors with balancing team headcounts based on schedule types and skill levels.
- Maintained and distributed weekly reports of agents off-phone and training activities.
- Reduced call center wait times by 15% through optimized scheduling based on historical data and forecasting trends.
- Collaborated with HR and Talent operations with onboarding with training new hires on how to use time off portal and entering schedule changes.
- Remote
HR Business Partner
COMCAST CABLE CORPORATION
04.2002 - 06.2013
- Successfully managed the well-being of more than 400 call center employees by providing guidance and advice on HR policies, procedures and best practices.
- First point of contact for employees with inquiries.
- Provided administrative support to HR managers and director by preparing weekly off boarding reports and recruiting activities and maintained employee files & HRIS data.
- Worked closely with business leaders to manage leave of absence strategies as well as employee engagement strategies.
- Tracked and applied eNPS (employee Net-Promoter Score) survey data in creating detailed action plan to increase employee engagement within 2 months.
- Created a template for supervisors to administer Corrective Actions in timely manner.
- Facilitated yearly Open Enrollment fairs for employees to learn about company benefits.
- Collaborated with Talent in recruitment fairs and conducting interviews.
- Maintained procurement files and contracts of outside contractors.
Education
Associates of Arts degree - Business Administration
Triton College
River Grove, ILSkills
- Human Resources Management
- Performance Management
- Employee Relations
- Teamwork and Collaboration
- Customer Service
- HRIS
- Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Workday
- Kronos
- SAP
- ADP Workforce Now
Affiliations
- Women in Cable Telecommunication (WICT)
- Society for Human Resource Management (SHRM)
Timeline
Workforce Planning and Scheduling Analyst
COMCAST CABLE CORPORATION
07.2013 - 12.2024
HR Business Partner
COMCAST CABLE CORPORATION
04.2002 - 06.2013
Associates of Arts degree - Business Administration
Triton College
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