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Jessica Roth is an HR top performer at ConServe in Fairport, N.Y. The 28-year-old employee relations manager has overseen a hiring spree, reduced turnover and unemployment insurance costs, and improved corporate culture.
Many of the debt collection agency’s 800 employees work in call centers, where turnover is typically high. Roth introduced more-efficient scheduling, a better annual performance review process, and an anonymous e-mail hotline for employees to report unethical or questionable behavior; improved coaching and training for managers; and increased employee communications. These initiatives resulted in a 50 percent decrease in turnover.
Thanks in large part to her efforts, unemployment claims plummeted by 64 percent from 2011 to 2014, even as the company’s workforce nearly doubled. The improvement was achieved through better documentation of and communications with struggling employees—hallmarks of effective and fair disciplinary and performance review processes.
Culture is important at ConServe. Roth created a series of internal surveys to learn about employee concerns and spur workplace improvements, and the results have been positive. The company has won several awards recognizing it as a top workplace. To facilitate better communication among managers and employees, Roth and her team introduced stay interviews.
Her influence extends beyond the company’s walls. She founded the Adopt-A-Highway program at ConServe, allowing co-workers who typically don’t see each other to do collaborative community work.
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