Danna Andersen Email & Phone Number

Scottsdale, Arizona, United States

Scottsdale, Arizona

• Managed outsourcing relationship between North America/Latin America leaders and Global Shared Service Centers (GSCC).
• Partnered with senior leadership to develop and direct the global centers in supporting organizational goals.
• Aligned efforts to support business goals, standardize process, build synergies and identify what functions were “right fits” for the GSSC group to assist supporting.
• Assessed talent and organizational needs to create long-term human resources strategy to promote/support organizational growth (attracting, recruiting, training/development, and building a bench through reduced.
• Improved and maintained service level agreements.
• Developed governance framework.

Costa Rica

• Accomplished leader of a shared-service center of 240 employees in Costa Rica providing strategic leadership for human resources, site operations, IT and client service organizations.
• Developed all phases of the talent management process from recruitment to retention/risk assessment/succession plans.
• Created and implemented yearly programs on management development (leadership/coaching/recognition), training, quality assurance and on-going engagement with employees.
• Directed center operational activities, including quality service, work force optimization and cost management.
• Dedicated as the key business partner executive that built and strengthened relationships in order to grow outsourcing potential and continued cost savings.
• Analyzed stats on retention and average days to hire and train always focused on efficiencies. Turnover decreased from 33% to 13% by 2014, compared to the Costa Rica average of 48%.

Denver, Colorado

• Reviewed U.S. business teams’ work processes to identify migration opportunity and quantify cost savings potential (ROI) associated in opening a new center in Costa Rica.
• Planned, developed, and directed strategic recruitment and employment program including compiling job descriptions and behavioral interview questions.
• Developed, implemented and directed the total project plan of outsourcing customer service and cashiering.
• Coordinated all aspects of the project from site comparisons and selection, office set up, IT infrastructure to selecting all initial site managers and frontline staff.

Denver, Colorado

• Held several professional and management positions within documentation and customer service departments. Created business continuity plan for the Denver center.
• Coached, supervised, and led unionized staff by providing a positive environment and culture that promotes quality service, staff development and achievement.
• Found success in focusing on developing, motivating and providing constant feedback resulting in improved performance, retention and staff promotions.
• Developed, planned and executed center improvements for scheduling and labor hour planning, work simplification, cost reduction, and process improvement.