Leads full employment life-cycle activities and all human resources services in a tribal patient-centered healthcare center offering various services provided by internal employees, contractors, and MOA affiliates. • Created and managed initiatives to attract, grow, and retain top talent in a rural healthcare center, increasing headcount by 43% in ten months through recruiting expansion, comprehensive onboarding, policy and procedure creation/updates, compensation analysis and adjustments, leadership coaching, employee development, conflict resolution, DEI, and open-door policy.• Governs adherence to employment laws and federal and tribal labor regulations through internal policy and procedure development, staff guidance, and leadership; staying abreast of new labor legislation to maintain compliance. Partners closely with legal counsel.• Manages all grievances, investigations (employee and executive), mediation, and negotiation appropriate for successful conflict resolution. • Partners with executive team on organizational development, job design, and strategic planning to align goals with outcomes supporting the mission and vision. • Collaborates and provides mentorship to leaders on tactics, coaching, performance management, development, and employee relations. • Manages employee communications, surveys, recognition, health and retirement benefits, FMLA/ADA leave, and education benefits. • Identifies leadership and staff training needs through observation, data collection, and analysis. Creates and facilitates personnel training. Coordinates crisis and well-being intervention as needed. • Presents business reviews to CEO and board of directors.

Completes research, summarization, and coding of public information and questionnaires to aid in Juror selection for legal cases across the United States.

Inspirational leader of 48 frontline employees and 6 supervisors specializing in Customer Experience (NPS) and Profit & Loss with a customer base of over 90,000 accounts and 296,000 subscribers. • Consistently exceeds performance goals by building teams with business owner mindsets and a deep understanding of their connection to the big picture, producing record-breaking customer satisfaction results of 82 NPS and average monthly P&L results of +$70K.

Promoted best-in-class employee experience and culture through the creation and execution of multiple people programs and projects, earning ten annual Abq Journal TOP Workplaces awards and five annual Albuquerque Business First Best Places to Work recognitions.

Creative problem solver selected to drive operational excellence in revenue for a 600-employee experience center. • Improved experience center subscriber activation conversion rate by 26% and overall P&L performance ranking by twelve spots nationally by setting clear goals and implementing a successful data-driven strategy, resulting in a year-over-year revenue contribution increase of $12.3M.

Trusted leader of multiple specialized technical support teams of 15 frontline employees and 1 supervisor providing exceptional customer experience (NPS) and efficient (FCR) first-call resolution (FCR).• Built 12 high-performing teams using a replicable process of relationship-building, data-driven strategic direction, goal-setting, coaching, collaboration, accountability, and empowerment which earned three years of recognition as the highest performing Coach in Technical Care across the organization. • Grew leadership effectiveness through peer mentorship, contributing to becoming the highest performing Technical Care center for the duration of my tenure.

Contributed to foundational skill-building of new employees through in-depth curriculum facilitation, adult learning concepts, coaching, and development.

Provided exceptional customer experiences supporting various lines of business; including email support, technical support, and advanced technical support.