I own and manage various HR duties including, employee relations, recruiting, performance management, and compliance for Enphase in the U.S and Puerto Rico for our customer support organization. I partner with our business leaders to help them build their organizations and make sure all people decisions are based on data. I handle responsibilities including employee relations, training and development, performance & talent management, recruiting, compliance, and special projects.In addition, I am actively engaged in the following:- Partnering with various business leaders and hiring managers in driving the hiring forward. Acting as a soundboard and remove roadblocks as needed.- Working collaboratively with individuals at all levels in the organization in a team environment.- Responsible for ensuring personal / professional information is accurate and maintained.- Developing, revising, and recommending personnel policies and procedures.- Conducting terminations and exit interviews.- Advising and assisting on corrective action matters and providing direction to management staff and - team members.- Responding to inquiries regarding policies, procedures, and people processes.- Creating and delivering key leadership development experiences.- Driving cross ­functional HR projects and initiatives as needed.

As Sr. Manager, I lead a team of HR Partners to deliver effective employee advocacy and pragmatic and strategic support to clients in the Customer Care Organization of T-Mobile. My clients include the customer Call Centers of Bellingham, WA., Meridian, ID. and Salem, OR. This role focuses on employee advocacy while providing objective strategic HR partnership and support to the business. This role works to ensure achievement of business objectives through equipping every employee with transparent, meaningful and accessible tools and resources to support their success. This role partners with business leaders to build a culture and execute a People Strategy where every leader understands and acts on the imperative to support individual team members in their career success and personal growth.

•Provide strategic direction and input to business leaders regarding overall Human Resource strategies that support the culture, company direction, and the growth needs of the business and employees•Work collaboratively with the HR Specialist groups to ensure the effective development of pragmatic and timely programs and tools to drive business goals; provides feedback on implementation and utilization of tools to ensure flawless execution; responsible for representing the client’s needs and providing client feedback to the Specialist teams•Ensure compliance of all employment/labor laws through programs, practices, policies, investigations, training, and actions•Ensure that performance assessments are calibrated with department and business results•Provide expert advice, coaching, and counsel to leaders and employees on HR programs, policy and procedures, employment/labor laws, conflict resolution, change management, diversity, and organizational development and design to promote a fair and equitable work environment•Respond to customer concerns around performance management, improvement, harassment, discrimination, misconduct, employee safety, teamwork, etc. •Identify and recommend areas of improvement (e.g., ensures acceptable levels of employee turnover, Employee Satisfaction Survey results are delivered and actionable, clarification of processes and developing procedures as needed, assures programs are in place to motivate and retain employees, etc.); translates workforce data into meaningful plans for leadership to act upon•Maintain current and complete understanding of Federal and State laws including case law and regulations such as Title VII of the Civil Rights Act, FLSA, ADA, FMLA, ADEA, NLRA, etc.; protects company’s interests by ensuring all legal requirements for equal employment and compliance are met by keeping informed of changes in these areas and by implementing the necessary practices/programs to meet these changes

Met and exceeded quality and customer satisfaction goals to ensure customer retention and uphold the T-Mobile brand by providing real time support, coaching and feedback to representatives. Offered effective positive and constructive feedback to drive results. Minimized call escalations through effective coaching and support and handle escalated calls. Facilitated accurate credits and adjustments as well as supervising team members in the facilitation of accurate credits and adjustments.Created and fostered a positive, successful, and professional work environment where employees chose to work and achieve their goals. Offered frequent formal and informal recognition.Communicated business strategies and results to CSRs, empowered them as they resolved customer issues. Provided timely feedback to the management team on customer trends, issues and needs.Built solid productive relationships with all levels of leadership and support teams. Facilitated effective and supportive team relationships. Resolved operational and interdepartmental problems quickly.Ensured that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.

Manage by walking around. Be visible to answer questions.Take calls that your agents can't handle and be available when an agent appears to need assistance.Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.Motivate and encourage agents through positive communication and feedbackBeing available to affect the entirety of the team's operations. To effectively build call center culture, responsible for "on-the-floor" activities, and available to assist agents while they are "on-the-floor." Keep track of attendance, daily statistics, paid time off, sick time, etc.Recruit new staff and schedule existing staff to meet service level objectives.Administer training programs for new hires and existing staff.Produce performance reviews as established by Project Manager.