Directed Human Resources, Talent Acquisition, and Talent Development team with up to 30 team members for 3K-employee contact center, with virtual employees in 26 states. Oversaw legal compliance, resolution of escalated employee issues, cost savings, and employee development programs. • Increased retention from 38% to 65% to boost performance and reduce talent acquisition costs by fine-tuning hiring process, identifying areas of low engagement, and training management team on role in retention. Established team-wide accountability for retention best practices. • Executed training of HR best practices to ensure compliance and clarify policies and procedures with both HR and management teams through regular team meetings and leadership training, reducing EEOC charges and employee hotline calls. • Slashed leave of absence costs 50% by utilizing FMLA business partner and establishing committee review process.• Developed efficiencies in Talent Acquisition, introducing applicant assessment tool, video interviews 24 / 7, enhanced communication tools, and in-depth reviews of job descriptions and postings, resulting in shorter time-to-hire, decreased application to hire ratio, and recruiting staff reduction.

Created and led Human Resources and Talent Acquisition teams for various divisions of Risk Management. Collaborated with corporate senior management to understand business plans and ensure HR support to field offices was in place. Hired and developed HR team members. Managed 2 direct reports and 3 dotted line. • Trailblazed creation of 3 separate human resources departments for emerging, restructured, and acquired divisions, starting with 250 employees in 9 locations, growing to over 1K employees in 22 offices across 17 states.• Spearheaded HR initiative in company-wide transition from decentralized to centralized function by hiring and training HR team, providing communications, developing transition plans, building staffing strategy, and implementing department policies and procedures, leading to use of lower cost specialized roles. • Solved long-standing employee engagement issues in regional office by partnering with management team, increasing engagement scores from 59% to 77%. • Reduced understaffing 48% in 6 months through hiring Talent Acquisition Manager, establishing networking with key recruiting sources, and implementing metrics to prove results. • Re-engineered manager-owned performance-focused process to employee-driven career assessment, allowing employees to take full ownership of career and enhance development.• Achieved 80% or higher retention for more than 10 years by partnering with field managers on best practices in engagement, talent acquisition, and effective lines of communication. • Developed compensation structure to confirm competitive market value and pay-for-performance approach to remain employer of choice, analyzing market data and building pay ranges around established compensation philosophy.