• Owned and managed guest satisfaction survey strategy for 4 contact centers in 7 countries.• Developed and shared survey results, providing insight and action items for Annual Business Reviews and deep dive initiatives.• Analyzed Retail contact survey strategy to optimize budget constraints and led communication and process documentation for support partners.

• Led vendor site openings and closures in Canada, Uruguay and Philippines to proactively support internal helpdesk strategy and provide 24/7 coverage and savings of $500,000.00. • Prioritized and aligned vendor reporting metrics with client metrics to achieve direct data comparison points for leaders and support teams.• Evaluated, prioritized and consulted on projects for vendor participation for Shared Services and Managed Services support teams. • Created vendor action plan to facilitate agent coaching and process improvement suggestions to improve client satisfaction scores.

• Drove systematic change in documentation process resulting in enhanced capabilities for internal and vendor partners.• Partnered with vendor leadership, Target Technology Service and Support partners to drive First Level Resolution (FLR) initiatives, which led to an increase in FLR by 7% in 2013.• Facilitated real-time operational support and vendor network for 196 facility closures and reopening during Hurricane Sandy. Compiled and communicated learnings, which resulted in streamlined communication for future disasters and store shutdowns.• Led training and ensured compliance for 72 agents for quality program launch date, which achieved overall vendor goal of 90% by Q4, raising quality of calls by 34% from first month of program rollout.• Investigated and established French helpdesk reporting to accurately reflect volume to be used in network and overall Canada reporting.

• Analyzed Pharmacy scheduling process and created 4 week comprehensive training program to onboard 25 groups for centralization from districts to a newly established team at Human Resources Operation Center (HROC).• Led consultation with clinic scheduling stakeholders as a Subject Matter Expert to identify gaps in process and improve Best Practices to maximize resources and avoid clinic closures in Minnesota. • Created Healthcare myResource SharePoint Site for training documents, links and sustainable information sharing. • Performed, evaluated and transitioned new work to Human Resource Operations Center, including providing updates to leadership and India support partners.• Received 2011 Talent Acquisition Strategy & Process Partner Recognition Award.

• Provided training and resolution to HQ, Store and Distribution HR partners with benefit questions regarding compensation, eligibility, retirement and payroll. • Assisted in the Sustainable Benefits Training initiative project to create training for new team members via peer training and online training modules on a SharePoint site. • Created and trained new processes and procedures for team huddles as Subject Matter Expert.• Received 2008 Sustainable Training Impact Award.

• Promoted in position to assist Target team members in more complicated inquiries relating to benefits, tuition reimbursement, garnishments and employment verifications.• Appointed Subject Matter Expert (SME) by leadership.• Created new Spanish curriculum in collaboration with training partners and trained new Bilingual Benefit Representatives.

• Developed and taught curriculum for Intercultural Business Communications, Mexican Politics, Society and Business and International Marketing classes in both English and Spanish.• Directed Export Thesis Projects for Mexican products to the United States and Canada.

• Researched and published on leadership in business environment. • Co-published “Victimization Related with Amounts of Money Sent and American Product Preferences in Families of Mexicans in the USA with Indian Emigrant Profile”, Journal of Comparative International Management 9(2) (2006).