1. Ann M Regensburger
New Jersey 856-912-0337 Annrpta@comcast.net
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Summary and Skill Set
Highly personable Customer Service Professional with experience in management, payroll, sales
processing, FMLA and on boarding for call-center operations within the retail industry. Leave
Management Professional with proven reduction in Leave of Absence Days. Talent for identifying
customer needs and presenting appropriate company product knowledge and service offerings.
Reduction of
Leave of Absence
Days
Customer Service Employee
Relations
New Hire
Orientations
Workforce
Planning
Human
Resources
Employee
Benefits
Onboarding Payroll Service Escalation
Resolution
Employee
Benefits
HR Policies HRIS Employee
Engagement
FMLA
SAP HR Blue Pumpkin
Systems
Performance
Management
Coaching Microsoft Excel
E-Time Systems ADP Payroll Microsoft Office Kana E-mail
Systems
Performance
Management
Call Center Management ADA
Accommodations
Process
Improvement
Time
Management
Applicant Tracking
Systems
Labor Relations Hiring Vendor
Management
Sales
Professional Experience
Comcast Cable Corporation 01/2011-Present
Leave Management Consultant (Comcast Conversion from Contractor July of 2011)
 Acts as a point of contact to employees, supervisors and HR leaders on Leave of Absence specific to Workers
Comp, Family Medical Leave Act (FMLA), short term disability (STD) and all other types of leave advising them
on processes and assisting on resolutions to claim issues/problems.
 Ensures compliance with federal, state and company regulations and policies related to employees' absences
including but not limited to Americans with Disabilities Act (ADA), Family and Medical Leave (FMLA) and
Pregnancy Disability Act (PDA).
 Implements and manages appropriate leave process based on company policies and labor leave laws.
 Create an exceptional customerexperience by responding timely and accurately to leave related requests.
Provide guidance,review risks, resolve issues, and escalate as appropriate.Maintain contact with,and provide
information to the employee, HR Business Partners and the employee's manager as required.
 Addresses complex and potentially emotionally charged issues with tact and understanding surrounding leaves
of absenceswith the employee's manager and the employee for resolution.
 Use creativity and sound judgment in making recommendations to resolve issues.
 Responsible for answering inbound calls regarding leave management and disability inquires with the goal of
first call resolution.
 Facilitatesthe process of start of leave, return from leave and termination of employment.
 Ensures accuracy of time entry, STD payments and PTO payouts in connection with a leave of absence.
 Works with varioussystems such as case management database,vendor database and HRIS/SAP. Responsible
to ensure all data is entered accurately,and information is sent to be digitized to the employee's permanent file
ESC HR Specialist (Comcast Conversion from Contractor July,2011)
 Responsible for contributing to the mission and vision of the Company by serving as the main
 Human Resources (HR) point-of-contact for all Company employees.

2. Ann M Regensburger
New Jersey 856-912-0337 Annrpta@comcast.net
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 Provides quality initial support servicesto all Company employees with a high degree of customer
satisfaction,expertise, and timeliness. This includes evaluating and analyzing the employee request/concern,
quickly interpreting the situation,determining the appropriate resolution and/or escalation,and communicating
the resolution and escalation to the customer, consistent with Service Level Agreements (SLAs).
Weight Watchers of Philadelphia 9/01/12 - Present
Coach
 Provide guidance to members in a meeting setting and promote the Weight Watchers Philosophy
 Teaching long term weight loss techniques to members through group meetings and one on one sessions
 Promotes the Weight Watchers Philosophy of life style changes
TD Bank, NA 4/2005 – 11/2010
Reporting Specialist / Payroll
 Report and manage payroll for 2000 hourly employees and 350 salaried employees among five sites of TD
Bankscall centers
 Providessupport to management team to include,but not limited to reporting on established Call Center
metrics, creating and maintaining departmental reports and administration ofdepartmental objectives.
 Updates and distributes Call Center Performance reports.
 MaintainsWorkforce Management System.
 Creates and maintainsreports for Workforce Planning and Command Center Teams.
 Administers Call Center activities.
 Assists with departmental tracking ofspecific areas such as Overtime, Payroll, etc.
 Manage and process all Leave of absences for the Call Center
 Provides support for the Workforce and Command Center team.
 Assists with real-time agent productivity including adherence,not ready,and average handle time.
 On-line Customer Service Representative
 Provide customer service to on line banking customers in accordance with standards and guidelinesset
by the department.Assist branch employees in servicing on line banking customers and provide assistance
and support to CCS representatives in matters related to on line banking and bill payment.Assist
customers using third party software to interface with Commerce On Line Banking.
 Customer Service Care Representative
 Answers incoming calls, providesinformation requested, and solves Customer problems. Exemplify the
Commerce WOW! Customer Service Philosophy
Education
West Chester University - September, 1986 - September, 1989
West Catholic Girls High School - Graduated June, 1986
Extra Projects within Comcast
Reduction of Leave of
Absence Days
Process Improvement
Team
Credo Speaks Team Employee Activities
Committee
Module
Implementation
Team Comcast Focus
Group
SAP UpdateGroup Fire Captain Equipment Guide for
ADA Team
Wellness Champion