Front Line Supervisor Program Scholars

Jennifer Frazier

Title: HR Employee Services Team Lead
Department: Human Resources
Entity: University
Class Year: 2022

Bio:
The Team Lead is responsible for planning, developing and implementing strategies, which will successfully support the objective of customer service, requests in the area of pay, benefits, staffing and general human resources. The Team Lead provides sound interpretation and application of human resource policies, applying a broad base of human resources knowledge, judgment and initiative to all concerned. The Team Lead interacts daily, with various department to resolve human resource concerns. The Team Lead supervises and guides the day-to-day activities of assigned Human Resource Information Center team members, ensuring that the workload is balanced and distributed properly. The Team Leader also managers the operations of a large, high volume service center that provides human resource services including the processing of human resource transaction, the handling of telephone inquiries and servicing walk-in customers. The Team Leader thrives in a fast-paces environment, is totally customer focused, and is able to achieve quick and accurate results. Jennifer Frazier is experienced in processing, re- engineering, and demonstrating leadership, she exhibits motivational skills and has proven her ability to develop customer services strategies for serving internal and external customers. The Team Lead partners with Human Resource Information Center Associate Director to further develop and integrate tools to increase customer awareness and satisfaction, as well as improve overall system and operating efficiencies. The Team Lead oversees the daily operation of the Human Resource Information Center call center, the walk-in center and operations of the file room while working closely with the area of Benefits, Payroll, Recruitment, Staff & Labor, and Rewards & Recognition.

Throughout Jennifer's extensive career at Duke (spanning 35 years +), Jennifer has been responsible for reviewing then executing several prominent Duke Benefit Programs; which include the Children's Tuition Grant Program and the Employee Education Assistance Program. Jennifer's colleagues often refer to her as "The Librarian". The curator of knowledge that seems endless, boundless, reaching far beyond the perimeter of most human beings brimming with information of prior Duke Programs and practices.

When not working, Jennifer finds massive joy just spending time with her family, and her three furry co- workers, Lexi, Winnie and Breezy, (rescue dogs and thankful for this gift of love and commitment).

Supporting the Southern School of Energy and Sustainability football team is also high on Jennifer's 'to do' list. She is a natural 'giver' and shares easily her devotion to people, places, things and creatures.

Jennifer holds a Bachelor of Science in Agriculture and a Bachelor of Science in Engineering Technology from Kansas State University.