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CV / Resume

Thought leader with expertise in building partnerships, fostering innovation, and change management to achieve business targets.

Senior Manager developing and implementing strategic initiatives for Employee Experience, Communications, and supporting operational performance excellence.

  • Lead the creation of impactful, high-engagement, omnichannel communications

  • Identify emerging communications platforms and trends, including the selection of platforms, driving adoption, and authoring use policy

  • Partner with senior leaders of Human Resources, IT, Finance, Sales Effectiveness, Business Operations, Learning & Development, and other boundary partner organizations to identify and process gaps and create strategic initiatives to support the Care organization’s operational success

  • Design strategic programs and launch teams to enhance employee engagement, leadership development, bench strength succession planning, and people-focused solutions

  • Lead development of innovative, employee-centric programs for recognition, rewarding employee performance and behavior, and generating excitement around operational goal attainment

  • Accountable for employee experience programs, including time entry processing, attendance, leave of absence processes, payroll accuracy, corrective action processing, and employee satisfaction (bi-monthly eNPS and annual employee survey results)

  • Strategic design of engagement initiatives, driving employee satisfaction (gauged through eNPS and annual satisfaction surveys), and incentivizing performance and behavior including compensation and workforce flexibility strategy

Spearheaded internal communications initiatives leveraging multi-platform channels. Created strong interdepartmental partnerships to foster employee experience gains in technology, learning, and processes.

  • Successfully executed deployment of virtual customer care teams focusing on experiential gains for employees and quality and performance gains for the business (unification of existing teams and deployment of 6 call center locations/over 1,000 employees)

  • Developed a strategy to hire and train employees in a 100% virtual environment

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Executive Assistant | Comcast | 2007 – 2015

  • Provided communications, travel booking, event planning, and employee engagement support

  • Supported Regional Vice President of Customer Care, Directors, and Senior Directors

Senior Training Facilitator | Cendant Corporation | 2001 — 2004

  • Authored and expertly facilitated training curricula for incumbent and new travel agents, including international, domestic, vacation package, and destination specialties

  • Spearheaded the successful booking tool conversion from Sabre to Apollo

Identified learning gaps and created strategic skill-based training solutions

EXPERTISE

  • 5+ years of virtual, hybrid, and remote strategy & design

  • Written, visual, and verbal communications

  • Change management & transformation

  • Professional presenter and facilitator experienced in live, online, and video mediums

  • Development of international and cross-functional teams and partnerships (L&D, D&I, operations, human resources, tools & technology)

  • Leadership development programs, training, and coaching

  • Development, execution & implementation of employee growth & retention strategy

  • Organizational lifecycle experience (site development, opening, acquisition, closure & divestiture, workforce virtualization)


TECH STACK

  • Email: Email Open, MailChimp, MailerLite, Outlook

  • Social: Hootsuite, SproutSocial, Tailwind, Swoop Analytics

  • Messaging: Asana, Teams, Trello, Jira, Slack

  • Remote meeting: Teams, Zoom, WebEx

  • Video: Stream, Vimeo, Movavi

  • MS Office (Word, Excel, Outlook, PowerPoint, Yammer, Forms, etc.)

  • Workday

  • Kronos/UKG


EDUCATION

  • BACHELOR OF SCIENCE

  • Bethel University | 2020      


CONTACT

Experience & Expertise: CV
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