Heather Bermingham Email & Phone Number

Mohegan Lake, New York, United States

Amenia, New York, United States

Hired to rebuild the company into a premium employer and develop scalable processes building the foundation for an expanding multi-property operational management company. Organizational restructuring, writing and launching systematic organizational wide SOPs to stabilize processes.▪ Cultural change agent, creating brand standards for employee engagement and service.▪ Moved HR from completely paper based to paperless processing. Paychex, INavigator, Haystack.▪ Strategic programmatic fix and relaunch of Paychex to maximize utilization for payroll, scheduling, timekeeping, and as a HRIS. Negotiated a 50% discount in fees based on history and growth.▪ Develop and launch new employee Intranet with Haystack.▪ Developed & Launched new compliance training program including systems, policies, DOL and OSHA compliance.▪ Created and implemented a new management upskilling program, new performance review process, and Total Rewards based engagement strategy.▪ Renegotiated benefits, launching EAP, FSA, DCFSA & HSA.▪ New recruitment strategy filling long vacant and critical positions in a challenging rural location. Reduced recruitment costs by 33% in 2023.

Goshen, New York, United States

Launched the new Central Planning function in New York reporting into the Global HR function. International team for the strategic creation of new processes for staffing budget development, forecasting, applicant tracking, hiring, onboarding, staffing reviews, and scheduling. Member of the Senior Leadership Team.▪ Change management, Training & Communications lead for the UKG/Kronos timekeeping and scheduling softwarelaunch for all Merlin North America resorts and midways (45 locations in America and Canada).▪ Opened the LEGOLAND New York Resort; creating SOP, training, and KPI. Including but not limited to policies onScheduling compliance, Time & Attendance, Non-productive work, Overtime usage, Leavers, Labor ManagementStandards, Applicant Tracking, and Labor law compliance.▪ Developed training, one-pagers and reference materials for scheduling, timekeeping, and hiring processes.▪ Streamlined hiring process reducing touch points and time to hire for over 1k+ seasonal front-line staff.▪ Develop, launch, and track employee engagement and bonus programs.▪ Employee development planning and growth potential planning. DEI▪ Diversity coaching (challenging unconscious bias) and inclusion onboarding planning.

Middletown, New York, United States

An OTC pharmaceutical manufacturing company. Executive leadership team member. Facilitating strategic cultural change as the company switches business models from a manufacturing facility to an asset light CMO model. End to end strategic planning, risk analysis, project and process management, continuous review, and reporting. • Launching the project management function for the company, creating all processes and templates. • SOP project lead: creating new and enhancing existing SOPs cross-functionally. • New product formula launch. • Regulatory and Compliance initiatives. • Change Review Committee member.

Operations and technology project management lead. End to end strategic planning, project and process management, continuous review, and reporting. Day to day supervision of the Licensing division including 2 locations, 7 processing units, and a call center. Leadership development. ERP, SaaS, TCO. • Liaison with the NYC Department of Health, contract for DCA to process DOH licenses. Account management for a multimillion-dollar contract. • Project lead for new NYC tobacco law legislation implementation including aligning the development of new processes with the law, creating the business requirements document, creating the functional requirements document, and ensuring that software development and workflow processes align with the in-person procedures and compliance requirements during development, testing, and after launch. • Project lead for new NYC Ticketseller law legislation including all of the above as well as the novel creation of a new system workflow, that resolved a number of data capture and automation issues. • Draft and implement policies and procedures focusing on action research, as well as developing new operational manuals for the new system. • Launched division’s first remote location including staffing, contingency planning, and implementing processes to align the workflows of both locations. Ongoing change initiative. • Developed and implemented a new divisional onboarding program. • Cross-divisional teams; law implementation, redesigning software workflow tasks, created a standardized customer service dialog and protocol, and front to end process implementation for multiple new Licensing categories. Defined project scope, goals, and deliverables that supported business goals in collaboration with senior management and stakeholders. • Reduced Licensing 311 call center wait times and abandoned call rates by 20%. • Reduced average in person wait time by 50% on average.

Project management in conjunction with daily supervision of data processing agents, Licensing 311 call center, and renewal hotline. • Liaison with the NYC Department of Health, contract for DCA to process DOH licenses. Account management for a multimillion-dollar contract. • Team lead on data cleansing and migration of data from legacy system to the Accela system. • Implementation of new operating system including; data cleansing, employee training, and ongoing process review. • Restructured departmental resources increasing productivity while decreasing errors. Instituted accountability driven training, as well as an environment that encourages both employee input and a high standard of customer service. • Developed and instituted a new training program to ensure ongoing support of daily operations and special projects. • Developed and instituted enhanced procedures for handling department workflows.

Mba, Business Administration

Activities and Societies: Co-Founder of Marist Student Entrepreneur Network 3.8+ GPA Advanced Certificate in Leadership with 4.0 GPA

Ba, Psychology

Activities and Societies: Undergraduate Teaching Assistant, Intern to Coder at Family Translational Group. Dean's list every semester.

Regents Diploma, Concentrations In Math And Science

Activities and Societies: V.P. Youths Against Racism, and Peer Tutor