Emalie O'Neal, Sphr Email & Phone Number

Las Vegas, Nevada, United States

Las Vegas, Nevada, United States

Revolutionizing Human Capital in the Cannabis Market. * Created and Manage the first Human Capital department for the largest dispensary in Nevada. * Create and implement all procedures and training manuals. * Full cycle recruiting for staff at two dispensary locations. * Conduct bi-weekly leadership training to management. * Ensure compliance with state and federal sanctions. * Create and implement disaster recovery programs. * Responsible for all disciplinary actions, from coaching to termination.

Las Vegas, Nevada Area

I managed global teams of Quality Control and Training Specialists.→ Develop and maintain operational quality program which provides management with assurance that key service levels and policies are being adequately managed.→ Develop project plans, specifying goals, strategy, scheduling, risks, and allocation of resources. → Contribute to the development of the new lines of business; manage and measure the success of the training process, collaborate with site leaders on all training activities, and provide in the moment coaching, action plans, and performance management for associates.

Las Vegas, Nevada Area

★ Responsible for monitoring, auditing and implementing quality & compliance standards, initiatives and analysis for PSI contact and testing centers.★ Delivering client training, knowledge transfer activities, and train-the-trainer programs.★ Supervising, designing, delivering, evaluating, and consistently enhancing training and development programs meeting organization’s changing business needs.★ Manage a variety of projects for a Contact and Test Centers to support the ongoing initiatives within the business and the HR function.

★ Recruiting, interviewing, hiring, background/reference checks, orientation, training and performance evaluations.★ Provide HR strategic direction, thought leadership and hands-on execution for business requiring transformation, organizational redesign, talent upgrading and culture change. ★ Responsible for monitoring, auditing and implementing quality & compliance standards, initiatives and analysis for PSI contact centers and managing the calibration process across all enterprise locations and leadership teams. ★ Supervising, designing, delivering, evaluating, and consistently enhancing training and development programs meeting organization’s changing business needs. ★ Delivering product training, knowledge transfer activities, and train-the-trainer programs according to the global training plan and the product release plan. ★ Manage a variety of projects for a Contact Center to support the ongoing initiatives within the business and the HR function.

★ Managed all employee relations issues; coached third party management team on day- to-day employee and performance issues. ★ Ensured adherence to federal, state and local employment laws; assured that implementation of policies, procedures and reporting in compliance with state and federal laws.★ Supported all HR business initiatives.★ Provided pre/post-sales support and manage service requests, service issues, relationships, revenue and renewals within Division guidelines.★ Engaged in off-site recruiting initiatives, trained, coached and developed team.

★ Built/strengthened client relationships. ★ Coordinated all strategic communications between Operations, Sales and the client. ★ Supervising, designing, developing, delivering, evaluating, and consistently enhancing training and development programs meeting organization’s changing business needs. ★ Provided pre/post-sales support and manage service requests, service issues, relationships, revenue and renewals within Division guidelines

★ Developed, manage and monitor team of Customer Service representatives to maximum efficiency and exceptional quality. ★ Worked with cross-functional departments, large volumes of information and data, effectively balance multiple ongoing initiatives, and produce clear and compelling value propositions for Medco. ★ Project Manager and/or committee member for Quality/Efficiency National, History Transfer National, CalPERS Client InstallationE-Mail CSR /Resolution Expert Manager (12/2004 – 1/2006)★ Developed, conducted and implemented comprehensive customer service, supervisory, telephone and e-mail skilled training, resulting in highly efficient and productive inbound call center operations. ★ Provided development coaching to eCSR Representatives and Resolution Experts. ★ Provided web demonstrations for new and existing clients within the client tour process. ★ Project Manager and/or committee member for 2005 employee survey, Labor relations training, New hire ramp up for eCSRs/REs, Six Sigma outbound project, Six Sigma IVRU project, Heart Walk NV, eCSR Work at Home Deployment, CSI Career Team. Training Supervisor (8/03 – 12/2004)★ Designed and implemented innovative training curriculums, materials and technical manuals; implemented pertinent policies, procedures, and plans on a corporate level. ★ Provided “hands-on” supervising, monitoring and coaching of personnel, while administering and demonstrating necessary skills/knowledge. ★ Represented call center for Web Support and Internet Training; created Standard Operating Procedures (SOP’s) on a corporate level