A newly created position in Corporate Human Resources Operations to process map current state process for all 6 plants to build consistency of future state HR processes across the company. Project Management Lead for all HR Operations projects, within the department and support to all plant locations.•Process Mapping for current and future state HR processes•Project Management support, creating and maintaining project planner and facilitating project calls•Performed on site and virtual plant reviews with Complex and HR Managers monthly•Building HR forms for Social Chorus app to be rolled out later in the year 2021 to all employees

Creating and documenting a structured onboarding/training program for all the plants to follow, focusing on 4 development and monitoring compliance of the program for all 4 of the mid-west plants.•Built and maintained Onboarding Program KPI’s for Onboarding Leadership Team and Executive Team•Built and executed action plans based on KPI performance, monthly audits, and weekly employee meetings•Performed on site and virtual plant reviews with Complex and HR Managers monthly•Held weekly on-site and virtual meetings with Onboarding Specialist who championed the program locally•Monthly audits of program compliance and new hire development documentation•Partnered with Operations Leadership for program improvement opportunities and aided with staffing needs•Partnered with local Recruiters to understand processes at all locations and help identify opportunity with hiring challenges•Assist local leadership with challenges they experience with new hire transition to Operations from Onboarding

Providing support to the Operations staff for all aspects of Human Resources from daily reporting to critical employee relation issues. Strong relationships have been established with Senior Management team to enable systematic decision making for workgroups.•Facilitate and participate in Employee Relations and Labor Relations meetings, investigations, and support•Manage the facility’s Leaves of Absences/FMLA/ADA•Create and provide leadership with necessary reporting to make decisions in staffing, retention, and action plans•Provide executive level attrition analysis and a lead in the plant’s Retention Team•Perform all aspects of management recruitment and onboarding•Coach and assist Superintendents and Supervisors in discipline documentation and conversations with employees•Assist Senior Management with management level performance issues and investigations•Attend and participate in daily Senior Operations meetings•Responsible for all levels or recruitment and advertising•Ensure EEOC and AAP compliance•Document and train HR processes for efficiency and process control•Daily use at an advanced level in MS Office, Skype, SAP and Kronos

Lead Business Customer Service Capacity Forecast Team and delivered process improvements and project management for the National Forecasting Team•Launched, trained and delivered process improvement strategies for the national forecasting time •Launched interval level forecasting•Lead team’s SOP process ensuring documentation of established and new processes

Lead team of 4 forecast analyst experts to produce and present monthly/yearly forecasts•Lead AVP and Strategic Partner’s monthly forecast development and leadership review calls•Conducted daily forecast analysis to assess forecast effectiveness•Performed multiple behavior based interviews and candidate screenings for all levels of employees•Enhanced employee performance through virtual mentoring, one-on-one discussions and motivational strategies

Lead projects for Business Customer Service National Operations team and supported call center partners with daily operations as needed•Developed and lead activities of cross-functional project teams serving as a single point of contact for problem and jeopardy resolution•Developed communications appropriate for varying levels of executive leadership•Delivered technologies, processes and resources to ensure tasks and issues are planned, tracked and resolved in a timely manner•Maintained National Operations Training Curriculum

Support for multiple locations in delivering accurate payroll, attendance reporting, attendance discipline delivery, and all leave processes•Improved call center attendance by daily focus on LOA, disability, FMLA, Job Accommodations and worker’s compensation•Lead team to a 95% LOA attendance audit score, top in all Mobility Call Centers•Knowledgeable in Federal Labor Laws and lead/trained management on HR policies and compliant•Served as a liason for Labor Relations, HR and local management•Established processes for internal call centers to reach employee payroll on time submissions of 97%•Enhanced employee performance through mentoring, one-on-one discussions and motivational strategies• Performed payroll audits in Kronos and coached managers that were not in compliance

Lead team of Reporting Analysts and Operations Team Managers in addition to the Scheduling team •Contributed to the launch of multiple lines of business the Joplin Call Center•Lead recovery efforts during 2011 tornado•Delivered root cause analysis and implementation plans to meet organizational targets and staffing needs•Established Standard Operating Procedures to assure timely, accurate and efficient services•Lead local leadership to ensure Code of Business Conduct was upheld and HR policies were followed•Performed multiple behavior based interviews and candidate screenings for all levels of employees•Enhanced employee performance through mentoring, one-on-one discussions and motivational strategies

Recruited to provide excellent service to internal customers and lead the Scheduling Team to assure proper staffing and daily management of all call center operational functions•Created and implemented emergency evacuation plan; lead recovery efforts during 2008 tornado•Real time adherence monitoring and pulling needed levers to meet accessibility target•Reduced call center shrink from average of 38% down to the target of 36% through deep dive analysis•Establish process for call center wide shift bids for approximately 500 production representatives

Monitor customer service levels, customer orders and shipments for a $200M furniture manufacturer•Reduced non-value added activity and response time from and average of 3 days to 24 hours, annual savings $441k•Created on-time delivery metrics for high volume customer with direct-to-consumer shipments. Increased on time deliveries from 86% to 99% within 4 months of implementation.•Reviewed POS activity and implemented action plans to maintain shipment cycles of finished goods•Performed audits and researched customer payment deductions•Issued and applied credit deductions or customer chargebacks and lost/damaged freight claims