Christine Dolan Email and Phone Number

• Manage Fidelity’s Human Resources Operations Team who process onboarding of all contract talent. This includes everything from sending the Application to overseeing the Background Investigation process and ensuring systems are fully updated to have a successful “Day 1” experience.• Evaluate workflow to manage staffing and Business Unit coverage. Conduct hiring processes as needed; “lift and shift” from internal resources to manage talent and cost savings. • Respectfully challenge the “status quo” by reviewing and updating business and technology processes to ensure we are always in pursuit of onboarding improvement. Participate in multiple, multi-stage development projects to discover processing and communication efficiencies.• Cross Business Unit relationship building to understand candidate and business needs, while also obtaining buy-in for any procedural changes which will improve the candidate onboarding experience. • Global co-chair of the Enable Employee Resource Group – allyship & intersectionality steering committee, where I assist with strategic guidance to the greater team on how we can cross partner with our affinity groups to maximize exposure in supporting an inclusive associate experience throughout the firm.

• Responsible for interviewing and onboarding all WI Participant Services MMK candidates while partnering with Talent Acquisition, Human Resources and National THRT to ensure consistency in the hiring experience with a goal to reduce current attrition rates by 50%.• Trending and data analysis on candidate profile as well as attrition by category and population segment.• Makes business recommendations for changes to the associate environment such as flexible scheduling, mental wellness management, career mobility and mentoring programs for diverse candidates. • Understands and advocates for present associates and future candidates based on their needs for meaningful work, which complements their personal lives as they pursue the “Great Re-Set.”

• Extensive front-line Manager experiencing leading contact center associates through performance management and career development while focused on creating an inclusive environment where associates feel valued and can grow their careers.• Member of CAPS Associate Council delivering associate experience feedback to Executive level leaders with the goal of improving career mobility with a focus on Diversity & Inclusion. I co-lead a Pilot Mentorship program for diverse associates early in their careers with the goal of retaining talent and helping them establish networks to better navigate their careers.• Member of National Policy Communication Committee to ensure consistent communication and acknowledgement of key company policies to avoid risk for customer, associates, and the company.• Leadership Development Program POC, responsible for identifying and fostering the growth of future leaders through development of curriculum and mentoring program. • National POC for Remote Leadership Team guiding discussions with Managers across all sites on topics ranging anywhere from coaching best practices to Mental Wellness and Diversity, Equity & Inclusion.

Coached and developed associates through call monitoring, case reviews, associate one on one feedback, knowledge gap identification for Health and Welfare and Payroll plans.Managed vendor and client relationships.Responsible for maintenance & accuracy of resources used by various business partners.Oversaw the implementation process of new clients to ensure customer, carrier & client needs were met.

Responsible for the investigation & resolution of emergency customer inquiries for Health & Welfare.Established rapport and strong relationships with internal business partners & external vendors to facilitate problem resolution. Interacted with Vendor contacts & others to conduct research & to ensure issue was resolved within established quality standards while meeting customer expectations.

TEAM LEADER, CORRESPONDENCE SERVICES 2000-2002, ALBUQUERQUE, NMCORRESPONDENCE ASSOCIATE 1997-2000 PORTSMOUTH, NHCUSTOMER SERVICE ASSOCIATE 1996-1997 PORTSMOUTH, NH