Susan Herb
syracuse
Summary
Dynamic onboarding specialist recognized for strong mentoring and cross-functional coordination skills. Committed to driving continuous improvement and effective training initiatives, ensuring a smooth transition for new hires into the organization.
Overview
12
12
years of professional experience
Work History
Onboarding Specialist
National Grid USA
Syracuse, NY
10.2025 - Current
- Facilitated new employee onboarding processes, ensuring compliance with company policies and procedures.
- Developed and maintained onboarding materials, enhancing clarity and accessibility for new hires.
- Collaborated with cross-functional teams to improve program effectiveness and streamline training schedules.
- Mentored junior onboarding staff, fostering professional growth and improving team performance.
- Assessed onboarding feedback to identify areas for improvement, driving continuous enhancement of the program.
- Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
- Created smooth onboarding processes to help new hires adjust to company policies, procedures and processes.
- Helped new hires complete and submit required paperwork, set up benefits accounts, and initiate direct deposits.
- Streamlined new hire processes by developing efficient task workflows and checklists.
- Evaluated the effectiveness of onboarding strategies, continually updating approaches based on feedback and best practices.
- Ensured compliance with internal policies and external regulations throughout onboarding process.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Created and delivered HR training sessions to staff
Business Analyst
National Grid USA
Syracuse ,NY
11.2019 - 10.2025
- Analyzed business processes to identify inefficiencies and recommend improvements.
- Collaborated with cross-functional teams to gather requirements for system enhancements.
- Developed comprehensive documentation for business requirements and process flows.
Employee Service Representative
National Grid USA
Syracuse, NY
10.2013 - 11.2019
- Managed employee inquiries regarding benefits, payroll, and policies to ensure accurate information dissemination.
- Coordinated communication between departments to streamline employee service requests and resolutions.
- Implemented process improvements that reduced response times for service inquiries and enhanced customer satisfaction.
- Led team meetings to identify challenges in service delivery and strategize solutions for improved workflows.
- Mentored junior representatives on best practices in customer service and effective problem-solving techniques.
- Mentored junior staff members in best practices for managing customer interactions, fostering a supportive work environment focused on professional growth.
- Implemented effective problem-solving techniques to address complex customer concerns, ultimately achieving satisfactory resolutions for all parties involved.
- Performed basic administration processing and approval of transactions, data input and verification of documentation.
- Processed employee job and personal data into HR system and audited data entry and transactions for accuracy.
- Served as a knowledgeable resource for both customers and colleagues, offering expert advice on company products and services when needed.
- Managed a high volume of customer accounts, maintaining accurate records and ensuring timely communication for optimal client support.
- Enhanced customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Assumed responsibility for escalated cases as needed, demonstrating leadership abilities in navigating challenging situations towards successful outcomes.
- Coordinated closely with other departments to ensure seamless integration between sales efforts and post-sales support activities.
- Established a reputation for excellence within the company, consistently exceeding performance targets and earning recognition for outstanding contributions to team success.
- Processed employee documentation efficiently, ensuring compliance with organizational standards and regulations.
Skills
- Software knowledge
- Performance tracking
- Cross-functional coordination
- New hire onboarding
- Decision-making
- Employee relations
- Training and mentoring
- Training development
- Policy and procedure writing
- Data analysis
- Analytical and critical thinking
- Policy development
- Conflict resolution
Timeline
Onboarding Specialist
National Grid USA
10.2025 - Current
Business Analyst
National Grid USA
11.2019 - 10.2025
Employee Service Representative
National Grid USA
10.2013 - 11.2019