Human Resource Services Operational Excellence Intern
Greater Pittsburgh Area
Project Management• Conducted 18 focus group sessions across 3 organizations to improve HR Services internal website (Salesforce Community) which services 40,000+ customers• Created, documented, and analyzed survey responses (689) and open ended feedback (535) utilizing Excel • Facilitated a Kaizen event with a cross functional team to determine a new process for HR Services content intake • Produced all documentation and resources for HR Services intake process by creating a Process Map, Standard Operating Procedures, Inventory List, etc. • Co-lead internal training on the new HR Services intake process to ~15 subject matter experts Reporting & Analysis• Developed monthly dashboards to highlight HR Service KPI’s which were used to identify customer trends• Conducted a pilot for an operational business process assessment to evaluate processes in the HR Department to assess level of efficiency and improvability• Created and updated Salesforce reports and dashboards used to measure HR Services customer interactions• Analyzed prior data to determine a forecast for 2019 Open Enrollment staffing needs • Collected and developed metrics needed to identify efficiency, time to serve, and customer satisfaction as it relates to the new operating model as a part of an Agile team