I successfully developed a succession plan and led a major culture transformation for a family-owned technology firm, boosting employee morale while ensuring a seamless transition process. I also conducted a compensation analysis and introduced performance-based pay structures, aligning compensation with industry standards, which significantly improved employee satisfaction.

Published research study under the guidance of Beth Flynn-Ferry (Executive Director of CAHRS) focused on how firms are rethinking talent strategies to remain competitive in the post-pandemic business environment.- Conducted in-depth HR research on HR Strategy, Talent Management, HR Business Partnership, Total Rewards, Employee Engagement, HR Analytics/Metrics, and Equity, Diversity, and inclusion, then contributed to monthly and quarterly newsletters.- Presented novel talent management research to 450+ attendees of the Fall Partner Meeting with CHROs and HR Leaders.- Published a consulting report from research insights and findings about aligning HR strategy with business objectives.- Planned and conducted interviews and surveys involving 35+ senior HR leaders from 16 Fortune 500 companies.

I supported the D&I team by uncovering opportunities for reducing attrition and increasing engagement, action planning, and status tracking for two keynote D&I events with in-person and virtual participants and developing new onboarding programming to boost early feelings of inclusion and belonging.- Enhanced talent onboarding programming by developing a comprehensive ERG resource hub.- Coached and guided ERG members in setting performance goals, defining key behaviors, and actionable strategies to achieve their objectives.- Investigated a complex employee relations situation involving early-career talent sourced from affinity groups and provided guidance to resolve both the immediate and longer-term blockers to building equitable, diverse, and inclusive teams.- Collaborated with executive coaches to develop comprehensive learning and development plans for ERG leaders.

Strategic Business Partner to the VP of Business Operations, trusted confidante, and advisor to C-level executives and senior LOB and G&A leaders—global lead for people operations projects, strategy implementation, and process improvement.- Advised executives on operational strategies to optimize efficiency, reduce costs, and improve overall performance.- Identified operational pain points through comprehensive analysis and developed tailored solutions to address them.- Implemented process improvements and best practices to streamline operations.- Collaborated with departmental heads to design and implement organizational restructuring initiatives, leading to improved resource allocation and team synergy.- Conducted in-depth data analysis to identify trends and opportunities for improvement, providing actionable insights to inform strategic decision-making.- Led cross-functional teams in the execution of complex projects, ensuring alignment with business objectives and timely delivery of results.- Developed and implemented change management plans to facilitate smooth transitions and minimize resistance to organizational changes.- Established performance metrics and KPIs to track progress and measure the impact of implemented solutions, enabling continuous optimization.- Provided leadership coaching and training to equip teams with the skills and knowledge needed to adapt to new processes and drive sustained performance improvement.- Cultivated strong relationships with key stakeholders to foster collaboration and drive consensus on strategic initiatives, ensuring sustained change and long-term success.

Business Partner to the Director of Solution Design and Implementation. I collaborated with senior leaders to enhance deliverables, establish consistent delivery practices, and explore additional avenues to scale service operations. Promoted within ten months to fill a business transformation/process improvement role in the newly created Business Operations team- Developed new implementation methodologies for professional services focused on operational excellence.- Created and delivered end-to-end training and development programs for implementation teams, resulting in productivity boosts while promoting a culture of ongoing learning.- Led and facilitated meetings with internal business units, software engineers/developers, product management teams, and clients.- Created and executed plans to help with the commercialization of services for external clients;- Developed methodologies, best practices, project planning tools, playbooks, knowledge base tools, associate training, and other capabilities for creating a scalable services operation;- Worked with the internal team to adopt a new implementation methodology and standardized system for developing products and delivering services.- Built scalable and replicable systems to enhance internal business operations and time tracking/billing system;- Worked on all phases of the project life-cycle, including planning, analysis & and design, build & and test, UAT, and production deployment/transition.- Added to, and continuously improved professional services best practices via templates and artifacts.

I utilized Cognos to develop an interactive performance management dashboard for 20,000 sales employees, providing real-time insights into their performance. Additionally, I created a predictive turnover dashboard for the software group, leveraging historical data and risk factors to accurately forecast attrition. This tool helped inform proactive employee retention strategies, contributing to a reduction in turnover.

Partnered with Clients, Product Management and Engineering to deliver a top-quality customer experience.- Closed over 95% of all new support cases per week with over 99% customer approval rating (100+ cases)- Used data-driven approach for feature development, achieving a 20% increase in on-time feature delivery.- Led efforts to improve data migrations, reducing errors by 30% for a smoother client transition.- Worked with support manager to revamp training, cutting support requests by 40% and improving user independence.- Set up client feedback system, increasing client retention and satisfaction by 15%.

- Oversee the 20+ non-professional staff in the Student Center.- Interact with hundreds of students and groups in the Student Center.- Manage three to four special events per shift.- Open /Close building- Secure building in case of emergency. Has had at least one fire evacuation while on duty.

- Lead generation / cold calling- Conducted in-depth market research to identify emerging industry trends and competitor strategies- Utilized marketing analytics tools to collect and analyze data

- Recognized by management and given an offer to extend Co-Op for an additional three months- Worked with the Desktop Support manager to provide solutions for over 300 in-house clients- Helped manage the on-site system warehouse and helped track incoming and outgoing systems- Managed the set-up and activation of new computers for clients (typically around five new computer set-ups per day)- Delivered Raytheon Six-Sigma project

- Provided Sales service to call-in customers. Accepted calls from 200+ customers per 8-hour shift. - Maintained a 37% call-in sales ratio. Enrolled 97% of accepted calls over a 3-month period in the Starwood membership program.- Booked hotel rooms for organizations. Required data retrieval skills in an extremely time-sensitive sales situation. - One to one customer relations. Sales Representatives bridged stranded travelers and potential guests with hotel rooms at the best possible prices. Received a customer service score of 98%, received from call-in customers.

- Recognized as Crew Member of the Month for seven consecutive months ( Sep 2005 - Mar 2006)- Certified Customer Service Expert