- Lead In-Home Services and Manufacturing Talent Acquisition organizations- Remotely manage 3 Supervisors and 29 Individual Contributors (6 Coordinators, 9 Recruiters, and 14 Screeners)- Established performance metrics driven by interview submittals, sourcing, text messages, and NCNS rates- Identified issue that was causing significantly decreased applicant flow and took steps to implement increased sourcing, secondary applicant thread, and automation of applicants into ATS

- Support recruitment efforts for Manufacturing, Spacecraft Operations, Uplink Centers, IHS Technicians- Remotely managed a team of Supervisors, recruiters and coordinators- Supported hiring of strategic manufacturing leadership, including executives and Heads Of- Established waterfall reporting for leadership review

Support Manufacturing teams in El Paso, TX (~550 exempt and hourly) and Denver, CO (~150 exempt and hourly)- Completed analytics for market wage adjustment for 5 sites- Supported significantly increased hiring for site expansion by working closely with Talent Acquisition team and participating in interviews for all leadership and specialty roles

Supporting our amazing teams across the country as we create the first standalone greenfield 5G network- Worked closely with Talent Acquisition team to create processes and participate in the hiring process as we grew from a small start-up population to a large fully realized team- Responsible for facilitating and rolling out a fully virtual onboarding experience- Created SOP's for virtual onboarding that were used by recruiting and business partner teams across the organization- Effectively handle employee relations in a blended on-site and virtual environment- Coordinate multiple projects in a startup environment- Champion a strong culture that encouraged a thoughtful fusion of startup innovation with established leadership philosophies- Seek out training opportunities and develop content in the spirit of continuous improvement

Providing coaching, support, and development to the Manufacturing and Distribution teams in the Denver, CO area (150 hourly and exempt employees)- Drive cultural change and the embrace of a strategic initiative alignment- Directed site leadership in creation and implementation of succession plan and quarterly PA’s. Facilitated redesign of career ladder and more comprehensive job descriptions.- Conducted complex investigations involving both Salaried and Hourly employees. Advised leadership teams on accountability actions, including separation action plans.- Coached and mentored leadership staff in individual meetings to educate on addressing performance issues. Advised on complex situations. Developed and directed training sessions on procedures, feedback, and logistics.- Provided guidance and support with upholding policy and procedure in the workplace. Worked 1/1 with hourly and salaried employees. Conducted complex investigations regarding interactions as well as criminal issues. Advised leadership teams on accountability actions, including attrition action plans.- Identified critical pay gap across different distribution roles that caused issues with promotional increases. Worked with corporate compensation team to develop action plan to align matrices.Pride award, Q1 2019

Trained employees in Sales and Retention, created developmental activities, provided ongoing support to ensure continuing success (Trained 10-20 employees, provided ongoing support to 200 sales/retention agents)- Taught, evaluated, and created learning plans designed to increase knowledge of Sales and Retention and prepare for high performance earning, including continuous updates.- Designed and tested learning activities to promote retention of knowledge. Activities implemented across US sites.- Monitored education completion, test success rate, graduation metrics.- Created new training role that encourages ownership of professional development and implementation of a mentorship program SOP through a liaison to corporate training groups- STAR Award, December 2017

Supported 300 exempt and hourly customer service center employees. Solely accountable for employee relations, staff engagement, recruiting strategies, staff development, and policy and procedures.- Workforce Planning: Utilized statistical and financial data to collaborate on workforce planning. Built relationship with site leadership to determine HR’s place in assisting with these plans. Worked with site admin and centralized recruiting to meet head count goals.- Employee Engagement: Developed and implemented effective employee engagement activities which utilized self-created analysis of employee feedback provided during transition period (10 week surveys). Shared feedback and action plans across US sites. - Staff Development: Coached and mentored leadership staff in individual meetings to educate on addressing performance issues. Advised on complex situations. Developed and directed training sessions on procedures, feedback, and logistics.- Employee Relations: Provided guidance and support with upholding policy and procedure in the workplace. Worked 1:1 with hourly and salaried employees. Conducted complex investigations regarding interactions as well as criminal issues. Advised leadership teams on accountability actions, including attrition.- Orientation / Onboarding: Ensured new employees were compliant with legal requirements regarding employment authorization. Ongoing sessions to welcome employees, increase engagement, and proactively address any potential concerns.- HR Compliance: Ensured compliance of all policies, procedures and regulatory statutes including those specified by the State of Texas. Facilitated unemployment request responses and hearings.- Benefits: Provided assistance regarding benefits questions. Conducted benefits training sessions. Worked with payroll to analyze employees impacted by Affordable Care Act reporting requirements.- ADA Compliance: Worked with employees to ensure compliance with ADA and FMLA.

Lead, coached, developed, and managed staff of 16-27 front line customer service agents and 2 team leads. Consistently drove to improve on key performance metrics. Received Distinguished Service Award (only awarded to 100 of 10,000 employees each year) for work done with direct reports and peers. Top 5 Supervisor in El Paso for 2015 periods 7, 8, 9, 10, 12 and 2016 periods 1, 2.- Performance Improvement: Regularly worked 1:1 with direct reports to improve knowledge and behaviors on customer service calls. Provided real-time support to team members. - Employee Engagement: Increased morale by encouraging full team participation in team meetings, upsell drives, competitions, and customer service survey improvement. Increased responsibility of team leads to better prepare for career progression. - Development: Worked 1:1 with agents and team leads to ensure better understanding of career path. Created action plans for professional development which resulted in both team leads promoting to Supervisor, and 3 agents promoting to specialty skills, and 3 agents promoting to team lead.- Recruiting: Conducted interviews of applicants and made employment decisions. Achieved 92% six-month retention rate, highest among peers. Became the subject matter expert on hiring, interviews, and employment decisions.- Analytics: Researched trends in performance drivers to bring about improvement. Through research of disconnect tracker compliance, increased site’s compliance by 3% average in 6 weeks.

Provided support and analytics to all US retention agents. Used reporting, observation, and feedback to promote improvement in performance for all United States DISH Customer Service sites. - Analytics: Utilized reports to review trends and determine best place to improve. Created Access databases to analyze reports and provided to site leadership. Reviewed best practice of overseas partners to foster change within US agents.- Performance Improvement: Using analytic data, created incentive programs to be used across sites. Resulted in improvement to customer service survey averages in US sites. Created SharePoint site to highlight top performers. Worked with team lead to understand observed behaviors on calls and create action plans.- Process Improvement: Worked with leadership in multiple sites to better understand behaviors. Analyzed greetings, tool utilization, looked for patterns.

Supported 600 hourly and exempt employees in customer service center- Solely accountable for recruiting, applicant experience, and front lobby staff. Assisted with employee relations, investigations, compensation, benefits, and unemployment. - Reviewed employee applications, conducted interviews, drug screens, made offers, coordinated new hire training schedule, and verified I-9 documentation. Increased fill rate from 96% in 2012 to 113% in 2013 while maintaining a cost per source of less than $300.- Managed onboarding for newly hired employees or transferred from within to new positions by training-related activities including workshops, formal classes, informal coaching and assessments. Became constant POC for HR matters to new hire classes.- Developed system for preparing unemployment supporting documents to expedite unemployment rebuttal process. Resulted in improved unemployment win ratio of 84%- Redesigned applicant experience to increase efficiency and improve candidate experience- Provided training to full CSC HR staff in United States on utilization of iCIMS, Onboarding processes- Developed Administrative Assistants who promoted to On-the-Job Trainer, then Coach

• Redesigned applicant experience to increase efficiency and improve candidate experience• Provided training to full CSC HR staff in United States on utilization of iCIMS, Onboarding processes• Developed system for preparing unemployment supporting documents to expedite unemployment rebuttal process• Developed Administrative Assistants who promoted to On-the-Job Trainer, then Coach• Administered random drug screens and processed criminal background checks

Supported 30 accountants who had accounts with oils & gas, dairy farmers, and cattlemen. Assisted with tax returns and bookkeeping for clients.- Payroll/Bookkeeping: Managed payroll for several clients. Ensured payroll taxes were accurately collected. Corrected issue with accounting system that was undercharging one client’s employees for New Mexico personal income tax.- Tax Returns: Prepared and filed tax returns for several clients, specialized in oil royalties. Worked with NM Taxation and Revenue officers. Decreased tax due for one client from $28,000 to $8,000 by implementing filing system and reviewing three years of tax/sales records.- Technology Projects: Facilitated changeover from paper to electronic filing system. Trained entire staff of thirty accountants and three administrative assistants in its use. Provided ongoing tech support and training. Created Access database for tracking of attendance for COPAS National Conference in Ruidoso, NM with over 250 attendees. - Project Manager, Continuing development, executive assistant to CEO