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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
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
jenhollowaywrites@gmail.com
https://www.linkedin.com/in/jenholloway
+1 (615) 384-5820
Virtual | Nashville, TN, USA 37214
Open to relocation, office-based, hybrid, and virtual work | Prepared for up to 90% travel | COVID-19 proof of vaccination/booster available upon request
Experience & Expertise: CV
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