- Managed a dynamic team of 12 individuals, overseeing a team lead and two Subject Matter Experts (SMEs), fostering an environment of collaboration and high performance.- Spearheaded the creation of the "Canada Wiki" within Microsoft SharePoint, a comprehensive process knowledge base providing step-by-step guidance in alarm processing. This initiative significantly contributed to enhancing quality and individual success.- Established multiple Program-wide SharePoints, consolidating team resources including news, surveys, newsletters, documents, special notices, and contacts, streamlining information access and collaboration.- Analyzed attendance metrics, implementing necessary corrective actions and strategies for improvement.- Conducted quarterly performance evaluations for all team members, aligning individual achievements with organizational goals.- Led weekly team huddles, fostering engagement and spearheading the Employee Engagement Committee, enhancing team morale and cohesion.- Proactively reviewed productivity and quality metrics, identifying training opportunities for individual agents. - Implemented remedial training through personalized weekly touchpoints with their respective Team Leads, ensuring continuous skill enhancement.- Actively participated in candidate interviews for new hires and internal role transitions, contributing to the selection of competent team members.- Engaged in direct client interactions, evaluating, refining, and implementing Standard Operating Procedure (SOP) changes, aimed at optimizing service delivery to stores and associates.- Collaborated closely with clients to conduct data research and analysis, identifying root causes of issues affecting stores or associates due to refrigeration or HVAC systems, enabling prompt resolution and mitigation strategies.- Implemented automation solutions through Power Automate, significantly reducing manual tasks and improving overall productivity.

- Proactively identified and addressed trends related to alarms, defrosts, and work orders in refrigeration, HVAC, and lighting across nationwide stores, ensuring timely response and resolution.- Orchestrated seamless service coordination between on-site technicians, store associates, level 3 teams, and third-party vendors, utilizing various communication channels to optimize solutions.- Delivered comprehensive training on Canada building controls and Walmart Stores' HVAC monitoring and overrides to new hires, ensuring a proficient and knowledgeable team.- Developed instructional material in PowerPoint and Excel, effectively enhancing the knowledge base for new hires and team members.- Regularly presented detailed program updates and performance metrics to clients on a weekly basis, ensuring transparency and alignment with program goals.- Created intricate process flows using Visio, facilitating efficient task execution and process understanding across the team.- Designed monthly educational quizzes aimed at enhancing coaching opportunities and aiding in the professional advancement of agents.- Provided personalized coaching to agents, focusing on their continued education and career development, fostering a culture of continuous improvement and growth within the team.

GDH contractor at Hewlett-Packard Enterprise - Walmart Stabilization Team- Enhanced operational efficiency within the Walmart Stabilization Team by meticulously updating hardware information in the inventory database, ensuring accurate and updated records.- Elevated production quality as a key contributor to the Wiki team, maintaining comprehensive and easily understandable procedures for all employees, fostering better adherence and comprehension.- Leveraged HPE’s Integrated Lights-Out program to remotely troubleshoot hardware errors, swiftly devising action plans based on findings, resulting in expedited service and prompt repairs.- Championed superior customer service and professionalism, bolstering confidence in the brand and team expertise, enhancing overall customer satisfaction.- Spearheaded incident resolution by liaising with multiple teams, orchestrating cohesive action plans to meet contracted Service Level Agreements (SLAs), ensuring timely issue resolution.- Proactively assisted customers with hardware troubleshooting, facilitating swift resolutions through technician dispatches or system updates, ensuring minimal downtime.- Collaborated closely with HPE project managers to facilitate seamless hardware installations in client data centers, ensuring peak hardware performance and orchestrating replacements for subpar components.- Generated nightly reports for customer data centers, outlining scheduled service activities, and coordinated technician access with customers, optimizing service efficiency.- Conducted meticulous validation of hardware replacements before returning to customers, ensuring seamless reintegration into the production environment and preventing operational disruptions.- Maintained transparent communication with customers using Salesforce and the ServiceNow ticketing system, providing real-time updates on case statuses, ensuring informed and satisfied clientele throughout the resolution process.

-501(c)3 Non-Profit Animal Rescue Organization--Reviewing and approving monthly bank statement reconciliations.-Reviewing and approving monthly financial statements.-Reviewing and approving debit card receipts and invoices and tracking them in Excel.-Providing recordkeeping for matching funds donations and notify companies of donations made for matching funds.-Assisting with the preparation of the budget and making modification to the budget when necessary.-Performing financial reviews with the organization’s accountant.-Reviewing and approving tax forms.-Providing the Board with a spreadsheet outlining veterinary expenses and payables.-Ensuring that the database is up-to-date and includes the appropriate status of each pet.-Handling communications with the payroll provider and reviewing bi-weekly payroll entries and quarterly returns.-Conducting administrative tasks such as receiving mail, downloading donations made to PayPal and the BYC checking account, and handling insurance related matters.

- Spearheaded the design and implementation of The Nesting Program, revolutionizing onboarding and training methodologies. - Introduced data-driven analysis techniques to Nesting Employees, experimenting with control sets and variables to optimize production outcomes.- Led and guided teams of up to 40 individuals through training courses, providing resourceful guidance that resulted in a remarkable production increase, achieving over 98% in quality standards consistently.- Offered comprehensive support to lower-level clerks, maintaining Subject Matter Expertise (SME) status and delivering prompt, precise solutions at critical production stages.- Maintained a vigilant focus on business standards, collaborating with supervisors to mitigate errors and enhance productivity. Teams graduating from the Nesting Program showcased significantly higher production and quality standards compared to non-Nesting counterparts.- Held SME status in Affordable Care Act matters within the assigned Product Line. Collaborated with Business Process Analysts and trainers to refine business processes, ensuring clarity and precision for clerical staff.- Innovatively crafted interactive training tools using Microsoft Office, fostering education, discussions, and team cohesion, resulting in a noticeable increase in employee engagement and morale.- Collaborated with the site Deputy Site Manager to launch the "Transform AR" campaign, boosting morale and community engagement. - Creatively composed a slogan song, produced and directed a music video, leading the Rogers, Arkansas Serco site to clinch the company-wide initiative for creativity.

- Directed and oversaw a team of 15+ employees at the Bentonville Northwest Medical Center, liaising directly with Northwest Health Systems (NHS) faculty staff to ensure seamless operations.- Cultivated strong relationships with NHS clients and collaborated with the branch manager to address security policies and procedures, providing expertise and prompt resolution to inquiries.- Spearheaded asset protection and electronic surveillance initiatives, swiftly rectifying onsite issues in collaboration with the onsite staff to maintain a secure environment.- Served as a crucial resource for suicide prevention in the behavioral health unit, implementing proactive measures to ensure patient safety and prevent potential harm.- Strategically devised work schedules and managed dispatch operations for guards across various facilities in Northwest Arkansas, including Tyson, Inc. facilities and contracted hospitals under Securitas.- Implemented and ensured Quality Assurance standards by coordinating patrols, ensuring visible security presence and adequate monitoring. - Oversaw validation of hospital equipment functionality and adherence to government-mandated protocols.

- Oversaw operations across three stores in Pea Ridge, Bentonville, and Bella Vista, Arkansas, ensuring stringent adherence to food production standards and controls, maintaining consistent quality.- Strategically managed budgets and product ordering for multiple stores, optimizing profits by comparing sales forecasts, analyzing past and current sales data, and accounting for local events impacting sales volume.- Cultivated a positive and motivated work environment, boosting employee confidence and morale, fostering a culture of dedication and commitment to excellence.- Collaborated directly with district managers to provide comprehensive store progress updates, actively engaging in local marketing strategies, and participating in community events to enhance brand visibility and community relationships.- Led the hiring, training, and team-building initiatives, recognizing the pivotal role of employee satisfaction in business success, ensuring a motivated and efficient workforce.- Analyzed profit and loss data meticulously, generating forecasts, and adjusting store controls to maximize profitability while maintaining compliance with state food safety regulations and ethical standards.- Efficiently scheduled store employees, balancing labor costs and daily sales forecasts to optimize staffing levels and operational efficiency.- Conducted rigorous daily transaction reviews, ensuring accuracy, and prepared nightly deposits, upholding financial integrity and accountability at the end of each business day.

- Maintained optimal stock presentation by ensuring meticulous zoning and front-facing of products, enhancing customer shopping experience and visual appeal.- Collaborated with the frozen foods department manager to restructure the backroom freezer, implementing safer and more efficient picking and product organization methods.- Contributed to inventory management by down-stacking and organizing pallets in the freezer, enforcing the FIFO (First-In, First-Out) inventory system for product rotation.- Upheld strict cleanliness, organization, and safety standards in the work area, ensuring a hazard-free environment for colleagues and customers.- Provided exceptional customer service by assisting customers in locating merchandise and offering detailed product information within the frozen section, adhering to the "10-foot rule" for customer engagement.- Championed adherence to safety policies and procedures, actively promoting a safety-conscious culture among colleagues to prevent risks and ensure a secure work environment.- Utilized the company's inventory software to efficiently manage incoming products, comparing deliveries with outstanding purchase orders to maintain accurate stock levels.- Contributed to merchandising efforts by assembling and removing manufacturer marketing displays on the sales floor based on management directives, enhancing product visibility.- Conducted routine maintenance checks of the store area, promptly addressing cleanup or minor repair tasks as needed to uphold store appearance and functionality.