Delivering 20+ hours of Onboarding Training to each clientDelivering User Training sessionsAssisting the Customer Support team in responses to customer inquiriesAnalyzing and developing additional training based on escalated issues for clientsCreating engaging and effective training materials:- Developed over 80 outlines for eLearning material as the Subject Matter Expert- Quality Assessed over 100 iterations of eLearning Material- Tested 3 web questionnaire softwares (Google Forms, Microsoft Forms, and Jot Forms)- Developed 8 web based questionnaires to increase the speed and ease of gathering customer requirementsCreating and writing concise knowledge base articlesFostered strong partnerships with client department heads and stakeholders, effectively communicating training objectives, schedules, and expectations to ensure organizational buy-in.Building internal cross-department relationships to improve processes

Core responsibilities:Lead comprehensive human resource and talent acquisition services in partnership with members of the executive leadership team to promote and drive the company's mission, vision and values.Drive employee engagement, retention and, partnering with other members of the c-suite, the employee experience and employee life cycle.Develop and maintain appropriate policy, systems architecture and programmatic excellence in staff development, recruitment, retention, and ongoing employee education.Oversee the full employee lifecycle and design and plan the organizational growth arc.Utilize short, medium and long term planning tools to provide oversight and direction to a growing organization.Policy ManagementDevelop and implement company HR policies and procedures (including Employee handbook, recruiting, compensation, ethics guidelines).Analyze and evaluate existing strategy, policies and procedures and reforming them in collaboration with the executive team.Coordinate company equal opportunity programs/affirmative action plansProvide oversight and direction of activities of third party administrators such as benefits, workers compensation etcLead change through robust change management, ensuring the awareness, desire, knowledge, ability and reinforcement to sustain change.Coach leaders to be successful at change management to ensure the best possible employee experience, resulting in higher engagement, performance and commitmentRecruiting and retentionProvide oversight and ownership of the recruiting activities, orientation and onboarding process/policy.Directly manage the talent acquisition function and support ongoing campaigns for increased.Oversee recruitment pipeline strategies.Maintain employee bonus and referral programs.Drive recruitment KPIs and benchmarks to meet business needs.

Utilized project management skills to maximize efficiency for management team needs and ad hoc projects.Developed a PowerPoint presentation with sequenced audio and animations to create a video.Scheduled and coordinated the training calendar for 8 new employees.Used database management to bring over 1000 files into compliance in Salesforce.Called over 100 hard to reach patients and scheduled over 10% for education appointments

Trained new volunteers and staff to deliver a high-quality, consistent customer service experience in the Habitat ReStore and ensured issues were professionally resolved in a timely manner.Conducted phone screenings and interviews for prospective employees and utilized onboarding processes to ensure a smooth transition onto our team.Created written monthly reports of sales activities, expenses, volunteer hours and outreach efforts to provide a snapshot of the current state of the Habitat ReStore.Established and maintained relationships with potential and existing donors, including contractors, suppliers, individuals, and businesses to increase the quality and quantity of merchandise donations.Collaborated with the Executive Director and Finance Committee to develop and maintain operation within the annual operating budget and recommended capital expenditures.Oversaw the effective merchandising of the floor, maximized available display space, and utilized inventory control and pricing to ensure appropriate turnover of merchandise

Developed a new location into a Top 5 performer in a national chain of more than 50 locations.Ensured excellent customer service to receive the most reviews and highest ratings out of any Breakout location (over 4,500 reviews as of May 2020 and a 4.9 star rating on Google).Revised the preexisting employee handbook to make it more applicable to the needs of our unique location and staffing structure.Coordinator special event planning to accommodate various group sizes to comply with fire code.Analyzed trends in compensation and benefits to propose a competitive base pay, while developing a pay incentive program to ensure we attracted and retained top talent.Scheduled 20 employees across 7 days a week.Created specialized Excel reports to better analyze key data metrics such as sales, inventory, and client demographic data.Handled full cycle employee management from recruitment, interviewing, and on boarding to training, coaching, and off boarding.Applied Human Resources (HR) policy's such as conflict management, OSHA and Fire audits, and document security.

Created training programs and initiatives that promoted teambuilding and provided internal development opportunities for interested employees.Conducted exit interviews and documented all feedback in accordance with the established operating procedures put in place by corporate.Assisted the General Manager in responding to associate questions and concerns regarding attendance, scheduling, and company policy.Developed creative ways to repair and maintain a diverse set of inventory within each room (electronics, cabinetry, locks, etc.) to minimize expenditure and ensure a safe environment for customers and staff.Attended and participated in employee disciplinary meetings, terminations, and investigations

Encouraged good behaviors using the positive reinforcement method.Organized and engaged in recreational activities such as games and puzzles.Made nutritious breakfasts, lunches, dinners and snacks.

Managed customer calls effectively and efficiently.Processed documentation verification with an above 90% accuracy rating.Maintained a high pace workflow while taking calls.Used Adobe Acrobat to mark errors on tax forms before sending them back to clients

Type set and adjusted the layout for monthly changing dinner menus.Partnered with owner for holiday menu designs 2 times per year.Conceptualized, planned and executed original designs for a restaurant website.Conducted usability testing and post-deployment evaluations to measure user experience success.

Collaborated with other management to create performance goals and developmental plans for the team in order to increase sales and reduce product loss.Built a culture of high performance and engagement through selective hiring and effective onboarding and training techniques.Developed fun incentives for staff to promote teambuilding and engagement, while increasing sales and other performance metrics (Old Navy Credit Cards, customer surveys, emailacquisition, etc.).Promoted community involvement by working with local nonprofit organizations to provide ample volunteering opportunities for management and staff to attend.Leveraged an omni-channel marketing strategy to support the team in delivering a frictionless customer experience.Assign tasks, to support metric goalsLead by modeling service, merchandising, and operational standards Report any opportunities to store manager to increase customer service and salesSupervised and directed all customer service activities.Worked with the management team to implement the proper division of responsibilities.Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture.Communicated clear expectations and goals to each team member.Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.Mentored new sales associates to contribute to the store's positive culture.Managed the running of the store for select hours.Operated a cash register for cash, check and credit card transactions with efficiency.Stocked and replenished merchandise according to store merchandising layouts.Cleaned and organized the store, including the checkout desk and displays.Alerted customers to upcoming sales events and promotions.Identified potential shoplifters and engaged company policies to stop theft.

Followed merchandising guidelines to present visually appealing displays.Priced merchandise, stocked shelves and took inventory of pricing supplies.Alerted customers to upcoming sales events and promotions.Trained one new sales associates each quarter.Completed all point of sale opening and closing procedures, including counting the contents of the cash register.Preserved a perfect attendance record for 10 months.Maintained established merchandising standards, including window, sales floor and promotional displays.Determined customer needs by asking relevant questions and listening actively to the responses.

Operated a cash register for cash, check and credit card transactions with efficiency.Stocked and replenished merchandise according to store merchandising layouts.Cleaned and organized the store, including the checkout desk and displays.Alerted customers to upcoming sales events and promotions.Identified potential shoplifters and alerted management.Handled all customer relations issues in a gracious manner and in accordance with company policies.Welcomed customers into the store and helped them locate items.Educated customers about the brand to incite excitement about the company's mission and values.Used time efficiently when not serving customers, including folding clothes and cleaning out fitting rooms.Mentored new sales associates to contribute to the store's positive culture.Followed merchandising guidelines to present visually appealing displays.Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.

Assisted in the planning of patio and pond design.Deconstructed patios with both manual and heavy equipmentExcavated ponds with a skid loader and shovel.Assisted in pond acoustic adjustments.Hauled and laid over 1 mile worth of pavers.