Enable the success of our HR partners across North America by delivering strategic and proactive HR servicing consultation and solutions. Connect closely with the HR Business Partner (HRBP) community and build strong partnerships and collaboration between Core HR and the HR Shared Service Center (HR SSC).

•Lead a high-impact, support-focused team of analysts and specialists that create, implement, and maintain all aspects of the ESA quality and documentation program, including data and call monitoring, stakeholder management, SOP creation, employee records management, process improvements, and solution development.•Serve as a key stakeholder and subject matter expert on a global quality and documentation team. Responsible for representing the North American Shared Service Center on alignment of quality and documentation tools, processes and way of working. •Identify gaps in process efficiency and collaborate with key stakeholders to determine required paths for improvement while ensuring little to no downstream business impact.•Developed a robust, comprehensive onboarding training plan for ESA phone agents, meeting both short-term and long-term objectives of implementing a systematic approach to gaining additional support within a short period of time, and ensuring the delivery of accurate resolutions to customer inquiries. •Proactively build strong partnerships and establish a culture of collaboration by utilizing emerging knowledge and trends to inform, consult and train both ESA team and key stakeholders on process improvements, resulting in continual efficiency gain. •Led development of robust, innovative knowledge management and support website solution for ESA Tier 1 team that improved information search capabilities, increased accuracy, and met budget requirements. •Committed to the development and succession planning of direct reports, capitalizing on their strengths while providing stretch assignments that focus on needed growth. 3 of 5 direct reports received promotions in 2015. •Assisted with content development for the New to HR Servicing Initiative which will provide a systematic approach to onboarding our North American HR Business Partners and colleagues.

•Successfully developed and drove a Roche specific process for the implementation of gmail2HPSM, a tool which revolutionized team work processes and significantly increased efficiency and customer response time by 90%. Delivered team specific tool utilization processes and training to global teams in Basel, Germany, China and Budapest who have successfully implemented this tool. •Effectively manage the Employee Support knowledge transition for Ventana and Roche Carolina, Inc, through business partner consultations and understanding customer expectations, working toward a seamless transition of Tier 1 support in all subject areas.•Developing customer service excellence team processes for Employee Support and Administration to drive customer service initiatives, change customer perception, and meet department goal of increasing customer satisfaction surveys by 15 percentage points and imbed the C.A.R.E. model into all service delivery.•Promote the integrity and vision of the Employee Support and Administration team by providing clear, concise, and timely consultations on a daily basis to the organization at all levels, significantly impacting the level of service delivered to our customers. •Partner with both Employee Support and Employee Administration daily, adapting to changing conditions and monitoring both Tier 1 and 2 workloads to provide support based on demand. •Created and delivered Google and Gmail training for all new hires, including both organization and department protocols and processes for tool utilization, to provide a seamless onboarding transition and increase customer response time. •Viewed as an informal leader by taking initiative when opportunities arise and developing self-directed innovative process improvements. Examples include creating consistent and accurate responses to customers, collaborating with work streams to further define team expectations, and delivering pertinent communications in a timely manner to team members.

•Perform complex transactions in global SAP solution requiring evaluation and interpretation while utilizing highly analytical thought processes.•Provide SAP training, support, and data accuracy review for newly established Service Provider Lite role to assigned sites that perform limited SAP transactions. •Prepare routine and non-routine human resource reports to support area of expertise.•Proactive in identifying and seeking process improvement opportunities to maximize efficiency and effectiveness.•Provide clear, concise, and timely HRSSC data and process improvement consultations to customers.

•Established and managed all aspects of a successful and innovative start-up business.•Coordinated subcontractor work based on business needs including scheduling, workprioritization, and supervision.•Successfully marketed and grew business within budget guidelines, increasing business size 100% year over year while growing profit margins.•Managed all financial aspects of the business including accounting, banking, balance sheets,profit/loss, tax records and budgeting.•Determined best practices for increasing customer satisfaction, gaining efficiencies, growingmarket share, and leveraging company resources.•Successfully sold and merged business with little to no customer impact, retaining 100% of thecustomer base.

•Managed all aspects of the day-to-day operations in a retail banking branch•Responsible for monthly/quarterly one-on-one sales and development coaching, writing and delivering annual performance appraisals, disciplinary action, candidate resume review, interviewing, and final candidate selection.•Supervised team members by setting clear performance, development, and efficiency objectives in accordance with organizational strategy through daily team meetings and constant supervisor-employee interaction.•Maintained $60mm in branch core deposits throughout 2008 economic downturn as a result of resilient customer and stakeholder relationships. •Successfully implemented and executed strategic corporate objectives through cross-training staff and assignment delegation.•Managed talent development and succession planning resulting in annual employee promotions.•Maintained internal audit compliance with annual passing scores.•Exceeded checking, savings, lending, deposit, investment and profitability sales goals, and grew core deposits $20mm to meet revenue objectives.•Managed resolution of complex customer issues and concerns, through troubleshooting to determine root cause, while maintaining a high level of confidentiality regarding sensitive information.•Collaborated with various corporate departments/support centers on a daily basis in order to gain efficiencies and maximize resources.•Led branch-wide implementation of bank computer system conversion, achieving on-time coordination of equipment installation, and training of all branch staff, resulting in successful execution of system rollout with no customer impact.•Consistently exceeded customer service goals by establishing customer satisfaction with all customers regarding account inquiries, concerns and banking needs.