Bureau Manager for the Performance, Payroll, and Benefits Bureau. Directs all activities of the Health and Safety, Performance Management, and Personnel and Disability Transactions Units.

Centralized Hiring Analyst performing the more complex analytical work in the design, organization, and implementation of a centralized hiring program that focuses on expeditiously hiring classifications defined as critical to the mission of CCHCS. •Provides hiring support to institution and/or Headquarter programs to fill hard-to-recruit positions •Guides candidates through the recruitment and hiring process as the principal point of contact for all hiring-related activities•Maintains working knowledge of assigned CCHCS classifications, job specifications, pay scales, minimum qualifications, licensure/certification, and hiring practices•Maintains hiring folders and all required documentation to support hires•Produces high-level reports for Program and Executive Management regarding hiring data and individual hiring status•Creates job ads for posting on California Department of Human Resources and CCHCS job posting sites and other employment sites•Works with the Certification Unit to request certification lists, addition of candidates to certifications, and clearing candidates from certifications•Maintains confidentiality of sensitive personnel related work

Operations Supervisor focusing on implementing and managing attendance policy for multiple call centers consisting of approximately 2000 Non Exempt and 200 Exempt employees. Managed a team of 12 coordinators.• Worked with all levels of leadership on attendance/absence related concerns• Developed resolutions to complex problems that required frequent use of creativity. • Managed Employment Review Process • Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.• Communicated & translated functional/operational goals into team goals• Managed implementation of policies & procedures• Received broad guidance & was accountable for project or program results. • Subject Matter Expert for state/federal leaves of absences (WC, ADA, FMLA, PDL, CFRA, STD, KinCare, CA Paid Leave)• Facilitated meetings and trainings for groups ranging from 10-100• Reported out on results to Executive Leadership

Partnering with the Senior Manager; oversaw a floor of approximately 100 representatives and 10 supervisors. • Interviewed and hired both internal and external candidates• Coached and trained representatives using behavior based coaching• Observed supervisor's coaching sessions and provided feedback• Reviewed daily, weekly, monthly and yearly reporting on various metrics• Created action plans based off results and identified trends• Engaged workforce to create a positive culture• Communicated with other departments and created relationships with subject matter experts outside our work group• Handled escalated concerns of employees and customers• Created content to send to the floor for purposes of engagement or awareness• Lead meetings and trainings for groups ranging from 10-100•

Managed a team of approximately 13 representatives under the direction of the Senior Manager and Lead Supervisor.• Coached and trained representatives on my team using behavior based coaching• Observed representatives calls• Developed Performance Improvement Plans• Reviewed daily, weekly, monthly and yearly reporting on various metrics for my team• Partnered with Senior Manager to create and execute action plans based off results and identified trends• Engage workforce and help drive the positive culture created by my Lead and Senior Manager• Handled escalated concerns of employees and customers• Created content to send to the floor for purposes of engagement or awareness• Lead meetings or trainings for my team• Reported out on results to either the Senior Manager or Lead Supervisor• Interviewed external candidates

Provided customers with exceptional service while exceeding metrics including quality, sales, productivity, and efficiencies. • Handled customer escalations and minimized transfers.• Negotiated and used problem solving skills to resolve customer concerns.• Identified and assessed customer needs based on interactions. • Accountable for and resolved all customer issues.• Educated on the benefits of products and services.

Hired to transform the operation of the back office. I was able to take on several new responsibilities not previously appropriated to this position which, in turn, benefited the Executive Team. • Scheduling for entire store (including 13 departments, 100-150 employees, with strict budget guidelines)• Coordinated hiring (application review, scheduled interviews, co-moderator of group interviews, reference checks, all new hire paperwork)• Monitored payroll and offered suggestions on adjustments to satisfy budget requirements• Coordinated confidential operations (audits, unemployment claims, worker’s compensation claims, internal reviews, work performance reviews, and employee asset protection investigations)• Maintained all store files (confidential personnel files, disciplinary actions, sales reports, and operation reports)

Responsible for turning around a high shrinkage store, during this time, increasing sales and profit. Promoted to Manager Trainer, becoming the liaison between the District Manager and Store Managers. • Scheduling (used strict budget guidelines for store, provided guidance for other district stores)• Payroll (daily monitoring of store and district payroll budget, making adjustments as needed)• Recruitment and hiring (for the district)• Interviewing (first and second interviews for store and district personnel)• Training of store personnel and store managers (customer service, sales, daily operations, and management techniques) • Employee appraisals• Inventory Control (daily, weekly, and monthly store test checks and monitored results for district stores)