Manage labor forecasting process highlighting and identifying trends and areas of opportunity that drive recruitment and hiring needs.Manage monthly forecasting model for one of the largest organizations of 4k+ associates spread over multiple geographies.Progressive levels of responsibility related to ongoing development of resources and materials for labor champions in specific domains.Accountable for providing, accurate, timely metrics supporting labor forecasting and recruiting.Developed and implemented a vision for process and systems changes that improved operational performance.Created new processes that streamlined recruitment and identified areas of need.

Developed metrics and visuals relating to talent acquisition and hiring for organization comprised of 1K+ associates.Collaborated with stakeholders and senior leadersip to streamline and manage hiring priorization.Implemented best practices for process improvements through cross collaboration with HR.Planned and executed large scale events on a monthly and quarterly basis(volunteer events, fire side chats, Town Halls, End of Year celebration)Composed communication relating to key initiatives and changes within the organization.

Improved efficiency of current department processes for governing controls relating to vendor services.Oversaw vendor relationship specifically relating to third party over the phone interpretation services with revolving budget of $1 million per year.Managed monthly reporting for multilingual services provided such as translation and interpretation services.Progressive levels of responsibility related to contractor projects including handling of logistics, scheduling on a monthly basis.Lead monthly meetings with vendors and internal quality control teams to ensure governance processes and tools specifically as they relate to Change Management, Status Reporting, Critical Risk & Issues Management, error tracking, using various training approaches e.g.consultation or calibration sessions.Accountable for providing, accurate, timely and value added quality assurance/control feedback to vendor.Developed content relating to processes such as training guides, videos, user guides.Conducted research and made changes pertaining to application of improved methods, tools and technologies to leverage for process performance

Performed complex call monitoring processes to ensure adherence and improved the metrics of the quality assurance processes in place.Developed new Quality Assurance metrics to enhance the customer experience.Subject Matter Expert in regulatory compliance dealing with UDAAP.Conducted trend analysis for metrics improvements improving the effectiveness of our front line call monitoring agents.