Leanne Santos Email & Phone Number

Redmond, Washington, United States

Partnered with process architects to design API chatbot experiences for employees to reduce case volume and increase AskHR chatbot success rate. Managed intake and prioritization of API experience scenarios for entire HR organization.• Designed and launched 18 API experience scenarios that returned 99k responses with a 90% successful conversation rate.• Managed change and communication for the new AskHR chatbot Teams app launch resulting in over 50,000 employee downloads.• Led global business readiness campaign for Dynamics Copilot deployment for over 250 AskHR Advisors, including virtual training, communications, and post-launch support. Over 70% of advisors used at least one new AI feature to resolve an HR case in the month following launch.

Greater Seattle Area

Designed and executed strategies to improve agent productivity and efficiency through internal tools and platforms.• Developed an Agent Dashboard to replace mass communications via email and become the single tool required for every aspect of a client service agent’s daily job.• Introduced SMS technology for broader Employee Services organization to reduce incoming contacts and improve employee experience.• Managed business readiness for the migration of the chat platform to a new tool for LATAM employees.

Greater Seattle Area

Designed, developed, and implemented work streams for training on all team-wide tool and process launches.• Reduced new hire training from 6 to 4 weeks by shifting from in-person workshops to self-directed learning.• Partnered with the Global Learning team to create the training curriculum, materials, facilitator guides, and a train the trainer certification for a new vendor call center in Jamaica.• Restructured the training organization by moving regional trainers to their respective hubs, prioritizing training adaptation for local employees, and shifting away from one-size-fits-all training programs to increase agility.

Greater Seattle Area

Developed facilitator guides and training materials for 7 different workshops. Coordinated with regional trainers to ensure understanding, drive facilitator consistency, and provide general support.• Reduced ramp-up time by 3 weeks by creating a 6-week new hire training program for a team of 400 Client Services associates and scaling it to onboard new employees in the US, India, and Costa Rica.• Launched the Voice of the Associate survey for new hire training to benchmark trainer and program success. Implemented mentorship and Just-In-Time training programs based on feedback and metrics from the survey.

Greater Seattle Area

Managed all open enrollment communications including creating supervisor scripts for announcements, onsite vendor presentations, and internal instructions for all local HR teams. Traveled to each site to provide HR support.• Developed an ERC new hire training and mentorship program to standardize onboarding, introduce milestone tests, and allow new hires to be productive after 2 weeks instead of after 2 months of shadowing.• Addressed and resolved employee benefits questions with a goal of first contact resolution. Handled escalated cases and worked directly with vendors on complex issues.

Greater Seattle Area

• Organized and lead personnel file audit and reorganization.• Provided clerical support for recruiting activities: posting job notices, responding to applicant inquiries, scheduling interviews and performing reference checks.• Responsible for daily HRIS data entry and peer audit, annual wage increase calculations, billing reconciliation, retirement benefits census information and benefits inquiries.

Bachelor Of Arts, Political Science And Minor In Communication

Activities and Societies: Phi Sigma Theta Honor Society, alpha Kappa Delta Phi National Sorority

Certificate, Program Management

Certificate Of Achievement, Human Resources Assistant

Certificate received with High Distinction.

Certificate Of Completion, Sustainable Business Best Practices