- Initial HR point of contact for over 350 staff- Assist with recruiting, onboarding, and leading orientation (developed an enhanced in-branch onboarding experience to ease the burden of staff turnover and enhance the employee experience)- Maintain personnel files to track training compliance for staff using advanced excel skills- Report on staff compliance to executives- First point of contact for all branch technical issues with a 95% resolution rate- Process invoices monthly to ensure timely delivery to Accounts Payable

STRATEGIC PLANNING & INITIATIVES- Participated in formal strategic planning & contributed financial, customer, KPI & competitor data for goal setting- Lead weekly, company-wide meetings & huddles to track tasks & attain goals to planSYSTEMS IMPLEMENTATION- Implemented and out-performed goal for organization’s move from disparate systems into ZOHO One, an ERP, within one year to reduce labor costs through automation & systemization of documents & communication systems- Personally prepared 400 wiki-style instructions & procedures to enhance productivity & reduce labor- Educated workforce on ZOHO modules & best practicesVENDOR & CONTRACT MANAGEMENT- Managed all vendor agreements, as well as technical & development relationships to meet roll-out commitments- Client Relationship & Technical Support- Achieved & maintained 95% response & resolution of internal & client support in the Obsessive Care™ Program- Learned & took over the deployment of Shopmetrics (research & analytics platform), including custom dashboards & client integrationsFINANCIAL PROJECTS- Co-created & managed debt-reduction strategy in company turn-around- Took over financial duties upon notice of the abrupt departure of the Director of Finance

HELPING PEOPLE PERFORM- Launched company policies & procedures + KPI’s reboot in a culture of long-term employees ‘too comfortable’ with not meeting goals consistently- Implemented a company-wide enculturation campaignCOMPLIANCE- Successfully implemented digital security compliance company-wide- Administered all Finance & HR responsibilities to GAP & labor standardsSALES- Managed the sales team’s production, account, processing & administration needs to meet annual goalsCUSTOMER EXPERIENCE- Launched & lead a Customer Experience Initiative to assure client retention & satisfaction- Achieved 33% increase in client satisfaction- Enhanced exposure & communication to the community through marketing & social media strategy

EXECUTIVE-LEVEL SUPPORT (Chief Investment Officer)- Provided support to the CIO's direct reports across two geographical areas (Atlanta & Wilmington, DE)- Produced quarterly Portfolio Managers shareholder calls- Created marketing materials for Wilmington Trust’s proprietary funds- Managed vendor files, invoicing & tax-exempt status- Maintained personnel files- Attended internal meetings to keep meeting minutes and distribute tasks to participants while also ensuring completion of tasks on time by members- Coordinated all travel arrangements including personal travel- Coordinated offsite and onsite meetings utilizing conference room to include food and beverage services- Performed additional ad hoc projects and other administrative tasks as requestedTECHNICAL ADMINISTRATION- Information technology office liaison assisting and/or coordinating upgrades and providing troubleshooting helpCOMPANY-WIDE ADMINISTRATION- Created and maintained filing systems while being compliant to the record-retention guidelines set forth by Wilmington Trust and the Securities Exchange CommissionFINANCIAL ADMINISTRATION- Tracked, analyzed & managed actual vs. projected budgets- Processed all expenses & reconciliation statements- Coordinated & improved travel & cost savings programs- Create and obtain approval for purchase orders

FINANCIAL ADMINISTRATION- Obtained all approvals for purchase orders and execute the creation of purchase orders- Supported all ISO-related document creation & submission- Negotiated vendor contracts- Set-up vendor files, invoice processing & tax-exempt status- Approved timesheets/project expensesSALES, SUPPORT & PROJECT ADMINISTRATION- Handled goal, metric & bonus tracking for sales, support & project management staff- Assisted Sales with proposal creation, quality & fulfillment- Assisted Project Managers with project monitoring to confirm adherence to processes & systems to ensure efficiency & accuracy- Handled all service & support duties for the organizationVENDOR MANAGEMENT- Setup & maintain all vendor agreementsHUMAN RESOURCES MANAGEMENT- Screened resumes for qualified candidates- Chose candidates & managed the interview process, including 1:1 discussions to explain company benefits plans- Lead and shortened the new-hire orientation program- Processed monthly sales commissions, pay increases & modifications- Maintained personnel files to adhere to labor compliance standards

HELPING PEOPLE PERFORM:- Directed high-energy huddles & sales meetings- Managed staff hiring, onboarding, performance development & termination- Assigned as point of contact for HR functions including scheduling, payroll & complianceCUSTOMER SATISFACTION:- Achieved customer satisfaction rate of 95% annually- Solved escalated customer issues (avg.10 per day)FINANCIAL OVERSIGHT & LOSS PREVENTION- Successfully managed $10M of inventory daily- Consistently controlled shrinkage, annually, at 1% or less- Managed daily cash flow & cycle counts- Trained all Operations Managers for new storesSALES ASSOCIATE- Consistently exceeded monthly sales goals of $50,000 while maintaining a 17% GM- Realized 25% (co. avg.) of warranty sales attachments