Oversaw employee relations and talent management in a high-volume call-center operation with a focus on attracting, developing, motivating, and retaining a diverse, productive, and engaged workforce while leading 12 management and supervisor level direct reports and managing to a $6.3 million budget.* HR & Operational Strategy Alignment: Partnered with C-Suite, VP level executives and cross-functional organizational leaders to identify and develop talent acquisition strategies to support and sustain growth. * Diversity and Inclusion: Founder and chairperson of Women in MasTec, an employee resource group and networking organization focused on educating, empowering, and inspiring women in the workplace through initiatives such as health and wellness and leadership skill development. Developed a robust, integrated diversity and inclusion strategy with a focus on talent acquisition, employee engagement, learning and development, and increased retention. * Talent Management: Led the execution of innovative recruitment and staffing solutions with an emphasis on direct sourcing, improving quality of hire, and employing a diverse workforce. Coordinated and facilitated the annual performance management and merit increase process.* Leadership Development and Training: Championed and developed of a variety of leadership development, training, and mentoring programs designed to support individual growth and development and improve organizational performance. Coaching & Leadership Essential Workshop facilitator and coach. * HR & Analytics for Business Decisions: Partnered with analytics team to gather “people metrics” on attrition, performance management, talent management, compensation, diversity, and learning and development. * Employee Relations and Engagement: Partnered with Human Resources Generalist in the investigation of workplace complaints and/or concerns. Guided managers on resolving issues with conflict management strategies.

Successfully managed the overall execution of acquisition, retention, and penetration of all multi-tenant properties in the region in compliance with Federal Communications Commission (FCC) and Public Utilities Commission guidelines (PUC) while overseeing the company’s call center operations support center.• Strategic Operations Leadership: Responsible for the strategic plan and execution of all call center operations including customer care, quality management, workforce planning, recruiting and staffing, coaching and training. Developed and maintained department budget to attain business goals. Deployed human and technological resources to maximize efficiency and effectiveness of call center activities. Developed structure and tactics for leadership teams to manage more effectively.