Heidi H. Email & Phone Number

Tempe, Arizona, United States

• Manage day-to-day team operations of 70 internal exempt leads/reps and 300 Global BPO personnel, including resource management, quality assurance, regulatory compliance and strategic planning.• Establish and monitor key performance indicators (KPIs) to gauge operational effectiveness, track progress and foster accountability across the team and employee satisfaction.• Lead continuous improvement initiatives, leveraging Lean methodologies to streamline processes, minimize waste, and… Show more • Manage day-to-day team operations of 70 internal exempt leads/reps and 300 Global BPO personnel, including resource management, quality assurance, regulatory compliance and strategic planning.• Establish and monitor key performance indicators (KPIs) to gauge operational effectiveness, track progress and foster accountability across the team and employee satisfaction.• Lead continuous improvement initiatives, leveraging Lean methodologies to streamline processes, minimize waste, and optimize operational efficiency. • Collaborate with cross-functional teams to identify operational hurdles and drive strategic initiatives aimed at enhancing member satisfaction and mitigating risks.• Provide personalized coaching and mentorship to managers and team members, fostering leadership development and facilitating achievement of performance objectives.• Devised and implemented quality assurance programs to enhance accuracy, compliance, and Net Promoter Scores (NPS), resulting in a frictionless member experience. • Prioritize team well-being and retention by proactively identifying opportunities for employee growth and relevant training initiatives.• Enhanced departmental documentation standardization by implementing comprehensive Standard Operating Procedures (SOPs), as well as refining performance management documents, including 1:1 templates and employee Personal Development Plans (PDPs). Show less

Tempe, Arizona

• Developed, coached and mentored a team of 40+ individual contributors and leads in order to build future leaders within the organization. • Extract and analyze data to make informed decisions and guide the team towards success by swiftly resolve escalated cases and analyze root causes to drive operational improvements.• Identify trends and knowledge gaps within Concierge Services, leveraging insights to enhance training and operations.• Utilize organizational agility by… Show more • Developed, coached and mentored a team of 40+ individual contributors and leads in order to build future leaders within the organization. • Extract and analyze data to make informed decisions and guide the team towards success by swiftly resolve escalated cases and analyze root causes to drive operational improvements.• Identify trends and knowledge gaps within Concierge Services, leveraging insights to enhance training and operations.• Utilize organizational agility by collaborating with cross-functional leaders to enhance operational efficiency and quality.• Achieve weekly, monthly, and quarterly goals by managing daily activities and adjusting expectations to align with business needs. Show less

Phoenix, Arizona Area

• Manage the daily HR operations (employee relations, compliance, staffing, hiring, pay and benefits, team incidents, scheduling and timekeeping, talent management and engagement) for a $40 million annual revenue business that includes managing 150 team members and 11 hourly team leaders • Liaison to the district human resource business partner that includes facilitating, investigating and executing all employee relation issues for 10 human resource executives and 1,500+ employees… Show more • Manage the daily HR operations (employee relations, compliance, staffing, hiring, pay and benefits, team incidents, scheduling and timekeeping, talent management and engagement) for a $40 million annual revenue business that includes managing 150 team members and 11 hourly team leaders • Liaison to the district human resource business partner that includes facilitating, investigating and executing all employee relation issues for 10 human resource executives and 1,500+ employees • Continuously manage multiple competing projects/priorities to deadline completion in a fast-paced, ever-changing environment while elevating leaders to achieve their personal and professional development goals Develop, execute and communicate staffing, payroll, retention and recruitment strategies to maintain full staffing throughout the year and during critical fourth quarter business• Review and ensure all corrective action documents are compliant to Target’s counseling and corrective action policy • Recognized for driving employee engagement results with 10% and 20% increases, respectively, YOY, for best place to work survey results for store Show less

Phoenix, Arizona Area

• Leader of all fashionable/wearable departments within a $30 million volume, 135+ employee store • Drove timely execution of all sales floor operational processes to ensure visual merchandised in-stock levels were compliant along with ensuring a branded store, presentation, merchandising and staffing • Executed monthly apparel visual adjacencies that resulted in a 5% growth YTD • District trainer for on-boarding executives • Responsible for delivering the ultimate Target guest… Show more • Leader of all fashionable/wearable departments within a $30 million volume, 135+ employee store • Drove timely execution of all sales floor operational processes to ensure visual merchandised in-stock levels were compliant along with ensuring a branded store, presentation, merchandising and staffing • Executed monthly apparel visual adjacencies that resulted in a 5% growth YTD • District trainer for on-boarding executives • Responsible for delivering the ultimate Target guest obsessed experience; included running the return/exchange department, checkouts, Starbucks, Target Cafe and driving Target credit results • Summer intern mentor to one college leader, developed to convert and promote within Target • Held various leadership roles throughout the store including Safety Captain and Community Captain Show less

Phoenix, Arizona Area

• Completed six weeks of training in distribution center operations, covering inbound, logistics, warehouse, MBP, outbound, and facility operations.• Identified improvement opportunities in inbound flow label control through project development and root-cause analysis.• Gained experience in professional communications, including delivering presentations and writing reports.• Reviewed data analysis to support strategic decision-making, contributing to improved warehouse operations.

Bachelor'S Degree, Logistics, Materials, And Supply Chain Management, 3.6

Activities and Societies: - Supply Chain Management Association: Fall 2007, Spring 2008, Fall 2008 - Major: Bachelor of Science in Supply.

Associate Of Science (A.S.), Business, Management, Marketing, And Related Support Services

Activities and Societies: Phi Theta Kappa Honor Society: Fall 2005, Spring 2006, Fall 2006