• 93% CSAT score and highest cases resolved YTD on the team• Drove complete process change of AstraZeneca’s Education Tuition Reimbursement program within first 60 days of employment; working directly with outside vendor to implement new ways of working. Implementation lead for administrative and operational components of the process• Point-person for Alexion hyper-care advisory sessions• Partnered with NEO support team by verifying accuracy and completion of and submitting new hire I-9 information to HireRight• Train and mentor new hires on processes, policies, technological platforms and BAU activities• Active member of the Great Place to Work Committee; leading Autism Awareness and Pride month activities, and additional team-building events• Resolve HR queries and issues in respect of various global and local HR policies and processes for all of North America, which includes over 16,000 employees, by utilizing all supported channels (phone, email, case management, employee self-service portal, chat feature, postal mail)• Update and process HR data accurately to ensure compliance to the governance model• Collaborate cross-functionally across various CoE’s to effectively resolve HR queries• Participate in root cause analysis activities and leverage network and resources to resolve and create efficiencies throughout the team• Support continuous improvement projects as assigned in adherence to deadlines

OCT. 2017 – MAY. 2018•Lead HR needs such as hiring, terminating, as well as training and development of all store associates•Drove store financial goals by tracking costs/sales and executing promotional and cost control techniques •Created and implemented procedures and SOW’s for all departments•Reviewed payroll and corrected any and all discrepancies •Oversee, manage and train associates; including, but not limited to coaching, performance improvement, recognition, 1:1 meetings and feedback•Drive store operations while strategically collaborating with Assistant Store Director and Department Managers•Ensured a well-organized and attractive retail sales floor and backroom area with quality merchandise •Cultivated effective relationships with external vendors to promote positive partnership •Built personal rapport with all store employees and leadership to encourage a favorable environment•Coordinated all employee schedules to ensure operation needs were met while considering labor budget•Partnered with Operations team and HR in regard to department conditions, associate retentions, hiring needs, and other incidences•Modeled and promoted Sendik’s culture by providing elite customer service to all guests and employees

•Develop, implement, and monitor day-to-day operational systems and processes that provide visibility into goals, progress, and obstacles for our key initiatives for Customer Service departments across 19 stores•Assisted in the launch for 6 new store locations within 8 months, including but not limited to: staffing of all stores, merchandising, ordering of supplies, process implementation, budget forecasting and review•Evaluated daily financials prior to submitting to Accounting department; analyzing data for errors and partnering cross-functionally for problem resolution as needed•Created and maintained +200 Accounts Receivable accounts•Superior knowledge of multiple operational functions and principles, including finance, customer service, production, and employee management• Maintained personnel files for +600 employees• Exemplified professional business acumen during conduction of formal HR disciplinary discussions with employees•Collaborated with store Customer Service Managers across all 19 stores to orchestrate appropriate performance plans as needed to ensure all employees were held accountable to meeting company metrics•Created and implemented company and department policies and procedures •Facilitated key trainings for customized programs launched at all stores •Conducted formal interviews to fill hiring needs across all stores •Analyze current operational processes and performance, recommending solutions for improvement when necessary•Collaborate with executive-level management in the development of performance goals and long-term operational plans•Maintained personal and trusted relationships with all store and executive leadership•Implemented team building activities to motivate strong team dynamics