Justin Saturley Email & Phone Number

Remote

• Strategic Planning and Budgeting: Led strategic planning and budgeting for a 750-strong international workforce within the Customer Experience department, emphasizing sustainable scaling and cost efficiency. Fostered collaborative relationships with senior CX leadership to balance growth and financial management.• Operational Efficiency and Cost Savings: Elevated occupancy rates from ~60% to 80% for key business lines, achieving a $1 million savings plan for the CX department. Identified operational inefficiencies, reducing annual call volume by 240,000 and realizing $2.2 million in savings in 2023.• Departmental Transformation and Team Management: Spearheaded the transformation of the Customer Experience Workforce Management department after complete team turnover, developing a best-in-class team within two quarters. Managed a global team of 65 across multiple locations, including diverse roles within workforce management.• Innovative Solutions and Process Improvements: Innovated a ‘headcount ledger’ tool for tracking staff movements and allocations. Implemented 'Game Plan' for optimized scheduling and automated 'Workforce Intelligence' workflows, enhancing queue management, reducing abandonment rates, and ensuring consistent service level achievements.• 'Mission Control' Team Establishment: Established a 'Mission Control' team for CX operations, akin to NASA's model. Centralized operational oversight, strategic planning, and coordination, enhancing efficiency, communication, and customer satisfaction. Implemented an offshore Real-Time Analysis team and enhanced offshore WFM resource utilization.• Cross-Departmental Collaboration: Collaborated closely with senior leaders across Operations, Learning and Development, QA, HR, and Finance & Accounting. Ensured alignment of workforce strategies with organizational goals.

Orlando Fl

Leading a People team in support of 200+ employees. Coached leaders and their teams on leadership style, culture, talent management and leadership development with key focus on the employee experience. • Spearheaded the design and implementation of HR programs, aligning with business needs, and managed all aspects of employee relations, benefits, and compliance with HR laws and regulations.• Oversaw company policy development and interpretation, performance evaluations, and staff dispute resolution, ensuring adherence to legal standards.• Collaborated with operations leadership to enhance talent retention and development, resulting in a significant increase in employee satisfaction (NPS score from -9 to +34 in 6 months).• Provided coaching and mentorship to management on discipline, conflict management, and employee development, while supervising a team of HR professionals including a Recruiter, HR Generalist, and Development Supervisor.

Senior management role at one of the top 5 retail stores worldwide. My division of responsibility was HR support, operations, and administration. • Directed HR processes including interviewing, hiring, onboarding, and performance management, while also managing store operations by analyzing key business reports to strategize for performance goals.• Supervised warehouse staff and logistics for optimal operation and merchandise transfer, and maintained oversight of risk management, security, and cash controls.• Strategically scheduled a team of 75-125 employees, utilizing analysis of traffic and sales trends for efficient staffing.

Tampa, Fl

Startup company with retail stores specializing in repairing Apple products. I reported directly to the CEO & CFO and was solely responsible for running the company’s Operations and HR functions for 6 retail store locations across the Southeast United States. • Fostered a unique company culture using the medical branding in an engaging manner, transforming repair technicians into 'Surgeons' to enhance customer interaction and employee engagement.• Managed diverse departments including retail, systems, marketing, accounting, and warehouse, ensuring cohesive operations and collaboration across teams.• Led store managers in using company culture to boost productivity, morale, and results; established comprehensive policies and procedures encompassing all aspects of store operations and HR management.• Analyzed financial data to develop strategies for achieving performance goals, and conducted evaluations of management and staff to assess individual and store performance.

Tampa/St. Petersburg, Florida Area

Bachelor'S Degree, Behavioral Sciences

Associate Of Arts (A.A.), Pre-Medicine/Pre-Medical Studies