United States
Dynamic and results-oriented professional with a proven track record in workforce planning, talent development, and strategic staffing across global teams. Skilled in driving operational excellence through process improvements, cross-functional collaboration, and effective leadership. Experienced in project and program management, with a focus on enhancing performance metrics and optimizing operational efficiency. Adept at building strong relationships with stakeholders amd working with cross-functional teams to achieve organizational goals. Eager to leverage expertise in driving impactful initiatives in a dynamic and challenging environment.
• Implementing various processes that increase in cases per day average by 226% and SLA Adherence by 128.7% • Owned the development and execution of all EMP tasks in the Kaizen “30-60-90” day plan • Contributed to SAS Kaizen as EMP POC, supporting white paper submission, and coordinating Team calls where participants submitted and updated their respective SOPs after alignment • Created a central intake for coordination between teams in CDT. Intake will be integrated into the new RIDE quality auditing process to identify trends and create corrective actions for program teams • Development plan to ensure appropriate capacity planning • Partnered with leaders in regional leaders in Emerging Risk, Training & Onboarding and Non-Executive Escalations developing a cross-training plan to ensure bandwidth gaps were mitigated • Worked in tandem with Executive Escalations (EE) to deep dive root causes and support realignment of RP-Ops and RISC Legal process that are causing bad CX and executive WUs • Partnered EMP Business Analysts to create a RP Dashboard for global leaders to identify KPIs and manage team performance
• Supported interviews across EMP for CMT and RISC • Trained leaders on how to read the dashboards to understand escalation assessment, creating an email template, and connecting them with their partnering team that has the data they need to operate during HV Events. • Managed a $211k budget for team engagement and DEI initiatives at EMP, achieving all goals while remaining under budget by 8%, demonstrating frugality and maximizing the impact of resources, increasing employee satisfaction 3%. • Designed and implemented new EMP onboarding plans, enabling seamless NH integration and eliminating coverage gaps for holidays and special events. • Spearheaded initiative alongside EE SMEs to develop a QA tracking and closed-loop feedback system enhancing team effectiveness. Gathered vital insights from L6+ stakeholders to ensure the model aligns with organizational priorities. • Streamlined the capture of QA data, enhancing accessibility and efficiency through data-driven dashboards and personalized training plans in alignment with NA, India, Singapore, and EMEA regional leaders to close loop based on insights. • Collaboratively created and implemented a training plan based on identified defect trends, facilitating a closed-loop feedback system and enhancing team effectiveness. • Created and socialized RIVER intake for the EMP org. (fka SPIM) for centralized global center for internal escalations • Worked with Strategic Risk peers to develop phase 1 of the global capacity planner. • Partnered with the EMP Business Analysts to ensure methodology coincided with the expectations and definitions set forth for EMP. Devised and tested the current forecasting methods.
• Coordinated risk mitigation for Customer Fulfillment buildings in North America and Canada, implementing mechanisms that recovered over 3k new hires post-pandemic • Supported CamperForce in Nationwide hiring efforts by filling LOs 102% to plan • Increased hiring efficiency by 8% through partnership with senior management across Operations, Finance, and HR. Collaboratively identified key areas for improvement and established best practices that streamlined processes and reduced redundancies. • Eliminated knowledge gaps and minimized process waste in labor order updates. Partnered with Business Line Managers and peers to streamline communication and improve execution timelines, resulting in a 6% increase in Day 1 arrivals. • Worked with other SMEs to create, launch, and socialize SOP for Tier 1 Day 1 across operation teams • Orchestrated hiring initiatives and community outreach across 70+ sites in various business lines • Led retention and funnel optimization across 40 Customer Fulfillment buildings in North America and new launches in Canada
• Design and implement an organizational system for the museum. • Create lesson plans surrounding current research areas. • Develop lesson plans and host interactive workshops
• Conducted interviews, orientations, and payroll information sessions. • Attained sales targets and prepared monthly sales reports. • Reviewed and entered employees' worked hours for accuracy in payroll system. • Assigned and demonstrated task to ensure employee safety throughout the day. • Recruited, hired and executed on-boarding for new employees. • Explained and assisted with benefit enrollment during open enrollment. • Led monthly performance management evaluations. • Ensured my location operated in compliance with Health and State Department regulations. • Provided guidance to all shifts as new policies were implemented to ensure appropriate practices were being followed. • Mediated employee and customer disputes. • Assisted with the development and execution of a new scheduling system, eliminating more than 20 work hours a week without jeopardizing shift output. • Executed annual sexual harassment training. • Acted as liaison between the store manager and my team of 9 employees.
• Set and negotiated new employee salaries. • Stocked shipments and maintained merchandise counts to ensure quality control. • Directed and motivated staff to exceed monthly sales objectives. Within three months YTD sale goals were met or exceeded. • Supervised talent recruitment and development, two employees were promoted to assistant managers. • Ranked #3 in my division (South Carolina and Florida) for customer service. • Rewarded an early raise for exemplary performance and professionalism. • Promoted to management after only six months of employment due to exceptional performance. • Prepared annual enrollment meetings to ensure all employees understood available health benefits. • Organized and developed a category system for tobacco products that was later implemented at 3 other service stations. • Oversaw daily and weekly scheduling (10 employees).