Holly Yee Mejia Email & Phone Number

Nashville, Tennessee, United States

- Manage global HR team- Manage global Learning & Development team- Oversee all aspects of the employee lifecycle- Lead onboarding and new hire experience efforts- Serve as benefits administrator/privacy official for self-funded medical, dental, and vision plans- Ensure legal compliance with all state and federal laws, including FLSA, FMLA, ACA, EEO, COBRA, and HIPAA - Collaborate with hiring managers and senior leadership to ensure transparency and effectiveness across teams, including all employee relations concerns and escalations- Maintain legally compliant company handbook, policy guide, and employment documents- Oversee and develop learning programs and initiatives for continuous employee development including career pathing- Act as strategic business partner with management team to execute the company’s human resource and talent strategy- Oversee global payroll processing and systems, collaborating with finance to ensure compliance and accurate reporting/record keeping- Act as Interim Global Payroll Specialist, administering all payroll processes for UK, SG and AU regions.Founding Member of DE&I Committee 2019-Present- Oversee company-wide diversity, equity & inclusion initiatives- November 2023 onward, acting DE&I Leader

Nashville, Tennessee, United States

Build an internal L&D function within the organization • Execute on short term and long term departmental and organizational training initiatives in a high growth environment • Implement training programs to support remote work environments • Design & implement scalable, repeatable training programs for a global team • Support onboarding initiatives by department to ensure new hires are trained and optimized in their first 30-60 days • Provide data-driven insights to shape future training programs and measure success • Evaluate effectiveness of training programs and provide recommendations for improvement• Evaluate program effectiveness• Evaluate training programs, instructors, or materials• Evaluate employee performance• Conduct annual learning, training, & development needs assessment • Ensure training is within compliance with laws and regulations • Support upskilling and reskilling for team members • Support DE&I initiatives and training across the organization • Maintain current knowledge of new training techniques and developments • Evaluate and recommend training resources, learning platforms, development tools and costs to Director• Lead the implementation of a new company-wide Learning Management System • Manage a team of L&D professionals

Nashville, Tennessee, United States

• Manage Teledemand Teams across 4 regions and the day-to-day execution on all in-house telemarketing efforts• Oversee Call Center operations, working to create and improve processes, maximize efficiency, and ensure continuous improvement of agent performance• Act as primary administrator for our VOIP system and Lead Management System• Oversee workflow and ensure hiring and training is in alignment with program needs• Manage Quality Assurance team to ensure calls are conforming to company guidelines• Measure team performance, communicate goals to team, and encourage and motivate team as they work toward reaching their goals.• Collaborate with the Operations Department to establish departmental goals and ensure success of client programs.• Evaluate hours and administer compensation and benefits to telemarketing and quality assurance agentsInterim LMS Administrator / Training Coordinator (12/2021-4/2022): • Configure courses, create certifications, and credential users• Facilitate weekly new hire orientations, presenting training materials, and designing, revising, and developing training content• Act as main point of contact for agents during orientation, conducting weekly performance and management meetings • Built full training site for new agents within the LMS

Nashville, Tennessee, United States

• Manage the Teledemand Team and day-to-day execution on all in-house telemarketing efforts• Oversee all Call Center operations, working to create and improve processes, maximize efficiency, and ensure continuous improvement of agent performance• Analyze agent performance metrics and develop and implement recognition/incentive programs designed to encourage performance excellence• Track and analyze in-house telemarketing programs' pacing, prioritization, and requirements in LMS• Act as primary administrator for our VOIP system and Lead Management System• Create, maintain, and monitor data insights based on call center performance and program allocation needs• Serve as primary user, acting as first line for troubleshooting issues• Collaborate with Teledemand team to ensure hiring and training is in alignment with program needs• Work closely with the Quality Assurance team to ensure calls are conforming to company guidelines, identifying trends and providing training when necessary.• Evaluate hours and administer compensation and benefits to telemarketing agents

Greater Nashville Area, Tn

• Day-to-day execution on all in-house telemarketing efforts• Track and analyze in-house telemarketing programs' pacing, prioritization, and requirements in LMS• Create, maintain, and monitor data insights based on call center performance and programallocation needs• Serve as primary user, acting as first line for troubleshooting issues• Collaborate with L&D to ensure hiring and training is in alignment with program needs• Manage Quality Assurance team to ensure calls are conforming to company guidelines• Track the performance of QA team to identify trends and provide training when necessary• Develop and execute virtual training sessions

Manila, Philippines

Establish additional operations in the Philippines• Lead the Philippines team to achieve monthly and quarterly OKRs and ensure priorities and direction are aligned with Nashville team• Nurture a positive working environment, blending TA and Philippine culture• Act as quality control checkpoint and monitor KPIs• Lead recruitment, testing, and interviewing process and efforts• Conduct new hire orientation and training• Bridge management and employee relations by handling investigation and resolution of employee issues and grievances• Ensure legal compliance with the Philippines Labor Code by monitoring and implementing statutory requirements in the company handbook, benefits guide, policy guide and all employee documents• Design and administer employee benefits programs• Assess training needs and implement professional development opportunities• Establish quantitative and qualitative measurements of success for future performance

Greater Nashville Area, Tn

• Monitor leads platforms for allocation changes, pacing, program updates, lead rejections/returns and deadlines • Oversee all non-US client programs• Manage relationships, overseeing performance, tracking issues and developing strategies for improvement• Keep accurate and detailed records for interactions and program performance• Work with Account Managers to ensure proper program set-up and execute programs to completion• Review and process monthly invoices and billing tally sheets• Develop procedures for quoting, program set-up, execution and delivery• Stay current on all global compliance regulations and administer audits to ensure compliance• Recruit and onboard as needed for program completion • Manage Quality Assurance team to ensure calls are conforming to company guidelines• Track the performance of QA team to identify trends and provide training when necessary• Develop and execute in-person and virtual training sessions• Establish interview process, identify hiring metrics and needs, and conduct full recruitment and onboarding• Administer compensation and benefits to all agents and managers• Facilitate and oversee QA office administration

Greater Nashville Area, Tn

• Monitor leads platforms for allocation changes, pacing, program updates, lead rejections/returns and deadlines • Oversee all non-US client programs• Manage relationships, overseeing performance, tracking issues and developing strategies for improvement• Keep accurate and detailed records for interactions and program performance• Work with Account Managers to ensure proper program set-up and execute programs to completion• Review and process monthly invoices and billing tally sheets• Develop procedures for quoting, program set-up, execution and delivery• Stay current on all global compliance regulations and administer audits to ensure compliance

Nanjing, Jiangsu, China

• Supervised and disciplined teachers, conducting monthly and semesterly formal evaluations. • Held staff meetings for the purpose of improving school operation and increasing communication between teachers and management.• Interviewed prospective students, oversaw placement testing and conducted new parent meetings.• Participated in marketing events for the purpose of promoting the school, including holding demo classes. • Communicated with parents about student progress and held parent meetings when necessary. • Acted as the liaison between Chinese management and foreign teachers. Mediated when necessary. • Organized and hosted school events/activities (Holidays, Spelling Bee, Speaking Contest, Open House).• Provided mentorship for teachers and students.• Edited and assisted with curriculum design.• Conducted teacher training and team building.• Helped with foreign teacher recruitment by holding interviews.• Wrote articles for the school newsletter, website and marketing materials. • Tracked teachers’ hours and performance to administer salary and benefits accordingly.

Nanjing, Jiangsu, China

• Wrote lesson plans based on American Eagle Institute’s Early Starter (ages 3 to 5) curriculum to be used in manuals for all American Eagle Institute’s schools in China. • Developed lessons based on oral communication, the alphabet, and developmental skills necessary for the classroom. • Edited completed manuals in collaboration with the other writers.

Nanjing, Jiangsu, China

• Developed and implemented daily lesson plans for students ages 3 to 15, administered tests and evaluations, and analyzed student performance.• Fostered a classroom environment conducive to learning and promoting excellent student/teacher interaction.• Maintained a safe and clean work environment with clearly defined and enforced rules and punishments. • Participated in parent conferences including daily progress reports and individual monthly written reports. • Participated in faculty conferences, working cooperatively with other teachers, teaching staff and managers• Participated in small and large events: teaching and assisting in coordinating holiday events, winter and summer camps, school outings and training exercises.

Bachelor Of Business Administration (Bba), Human Resources Management, Chinese

Activities and Societies: Circle K International

Certification, Chinese Language And Culture