• Evolving and scaling talent management programs, including performance management, talent identification, succession planning, and leadership practices• Designing and leading leadership development initiatives, including training programs, coaching, and mentorship• Partnering with HRBPs and business leaders to ensure talent engagement, development and retention programs and their adoption• Leading DEIB strategies to ensure an inclusive workplace and that all employees are welcomed, valued, heard, and respected

Driving overall talent strategy, including Talent Acquisition, Talent Management, Talent Development, and Inclusion & Diversity. Improving organizational performance and decision-making through launch of people scorecards, proactive talent retention tools for people leaders, and leveraging a cross-functional Talent Advisory Board of senior business leaders to evolve performance management and manager enablement.

• Initially focused on building change management consultancy/capability for FIS/ Worldpay Enterprise Transformation Office• Volunteered during pandemic to refocus remit to drive enterprise-wide initiative related to organizational sustainability, including real estate footprint optimization• Created new capability for FIS/Worldpay, directly linking talent strategy to real estate strategy, focusing on savings and optimizing ways of working during pandemic

• Developed and activated a comprehensive global D&I strategy across the workforce, workplace, and communities• Influenced business leaders to ensure they actively and appropriately promoted a diverse and inclusive work environment• Provided strategic direction and oversight to our aERGs and colleague networks• Consulted and educated Worldpay business and HR leaders in creating sustainable D&I workforce plans that improved business results through focused recruitment, retention, and development strategies• Partnered across the HR functions to ensure that D&I strategy and programming was developed and embedded across the entire colleague lifecycle -- from recruitment, learning and development, engagement, toour colleague practices and policies• Represented Worldpay with key external partners and promoted positive relationships and perceptions within the communities in which we operated• Acted as a leading voice for D&I across Worldpay - acted as an internal and external thought leader and a champion of cultural transformation• Maintained expert knowledge of D&I by researching best practices, monitoring industry developments, evaluating emerging trends, and conducting benchmark comparisons

• Talent Partner to lines of business, driving succession planning, organizational talent reviews, and top talent identification/development• Led enterprise-wide strategy for learning and development solutions, including learning for individual contributors, people leaders, and senior leaders; led Sales Training to drive quick production to drive revenue in upmarket and downmarket sales teams, product launches and sales skills• Led a team of learning professionals, and provides cross-functional leadership to teams in order to exceed organizational learning and talent management objectives• Supported and enabled business partners, including executives and key stakeholders to help identify, develop and deliver learning development and talent management solutions• Identified, analyzed, monitored, and communicated scorecard data, ROI and other metrics to evaluate business impact of talent management and learning solutions

• Managed various claims intake lines of business including worker’s compensation, property, auto, and liability across multiple work types (phoned-in and faxed-in losses)• Responsible for attrition planning/forecasting, service level balancing/management, recruiting, onboarding, and policy administration • Conferred/calibrated with other site leaders across national organization to optimize, ensure consistency, and enhance operational processes amongst and between sites• Partnered with workforce management to ensure appropriate workforce coverage, attrition planning, and skilling• Partnered with business areas to leverage departmental capabilities and care for workflows as necessary to coordinate and optimize processing as they apply to additional workgroups

• Managed various departments within two Customer Care Centers (Cincinnati, OH and Jamestown, NY) including training and development, customer service, account management, internet support, and workforce management• Led staffing, hiring, procedures, policies, discipline, and day-to-day functions of all departments• Performed human resource functions for department including recruiting/hiring, onboarding, employee relations, and training• Led workforce management, call forecasting, attrition planning, and execution against 1.1M departmental budget

• Consulted with Fortune 500 Call Center clients to optimize and drive customer satisfaction ratings• Conducted analysis and interpretation of quantitative customer satisfaction data• Provided quality check of data to other analysts to ensure absolute accuracy before presentation of results to clients/reports printed• Provided post hoc analytical consultation to clients• Recommended indicated actions on the basis of the conclusions found in data

Added value in several of operational positions including team leader, quality assurance manager, instructor/developer, and management. Optimized processes in order to increase customer satisfaction and reduce churn.

Instructed multiple sections of public speaking and interpersonal communication courses to university freshmen across a variety of academic majors. Advised students on degree attainment progress and career direction.