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.

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.

★ 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