Lee Wood Email & Phone Number

Indianapolis, IN, US

XperienceNext is grounded in the customer experience. Relying on best practices, XperienceNext defines your customers' journey. And with the customer journey defined, we’ll build a plan with you – a plan to change how your team members will engage with your customers at the “moments of truth" - during your customers' journey. XperienceNext partners with.

Rümlang, Zürich, CH

As the HR Operations manager within Shared Services, I am responsible for the day-to-day HR operations for North America. Accomplishments include:Reducing time to onboard a new hire from 32 to 4 hours through the redesign of the onboarding process, including the implementation of the electronic, paperless onboarding process.Achieving 100% service level.

• As an operations director working in the Shared Services Center for the nation's largest not-for-profit, faith-based health services organization, I was responsible for Mass Communications, Benefits Administration.
• Reduced costs, managing more than $7.6M across the operations service line for Human Resources (four departments, 100+ associates) generating savings of 12.52%
• Achieved 100% service level agreements and targets while maintaining compliance with regulatory and oversight authorities, including Joint Commission
• Reduced escalations by 15% though process improvement
• Achieved 90% success rate week-over-week through “one-touch case resolution” quality programs
• Transformed customer satisfaction, achieving a score of 4.2/5.0 month-over-month

• Led Contact Center (100+ associates) responsible for addressing Tier 1 human resource and supply chain issues for more than 130,000 Ascension associates in more than 21 states nationwide
• Maximized existing technology, streamlined processes, leveraged the regional presence, pioneering a Human Resources Shared Services Center in Chicago, IL, serving more than 15K associates
• Led the decommissioning of the Contact Center (100+ associates) while exceeding service level targets, and sustaining a customer satisfaction score of 4.2/5.0 for 12 months

• Managed team of Education Analysts responsible for identifying and executing the training and knowledge management needs for over 1000 service center employees
• Promoted and launched more than 15 training programs across the Human Resources, Finance, and Supply Chain service lines within the Shared Services Center in 7 different disciplines for individual contributors and.
• Decreased Contact Center new-hire training process by 30 days, improving 30-, 60- and 90-day proficiencies by 80% with the launch of the Contact Center certification curriculum

Responsible for the end-to-end quality audits for: Accounting; Benefits Administration; Contact Center; Employee Data Administration; License, Certification and Education; Payroll; Procure-to-Pay Responsible for Knowledge Management, driving on-going process improvement and associate access to accurate and complete process documentation Responsible for.

Denver, CO, US

• Managed team of Learning Designers responsible for identifying and executing the training needs for over 1000 customer-facing reps
• Increased sales within the region by 9% within 90 days as a result of leading the plan and launch of the call center in Phoenix, AZ
• Decreased onboarding process by 60 days and increased sales by 8% by leading innovative On-Boarding and Coaching programs for new sales representatives
• Reduced turnover by 33% and achieved sales growth of 8% by re-engineering an On-Boarding process for front-line supervisors and department managers

• Guided direction and purpose of the firm as a member of the leadership team
• Achieved over $3M annually by prospecting and closing new business with emphasis on Fortune 500 companies (Eli Lilly, Elanco, Remy, etc.)
• Increased lead generation by 12% through comprehensive marketing strategy, including website (with blog), two newsletters, and social media
• Increased repeat and referral business by 11% through regular customer experience discussions and reviews focusing on quality and satisfactionI joined as a Senior Strategic Consultant in 2005 (assigned to Eli Lilly).

• Guided direction and purpose of the firm as a member of the leadership team
• Achieved more than $3M in revenue annually while leading organizational design and training division
• Achieved 8% increase in revenue generated through the development of strategic accounts
• Achieved 10% increase in revenue through the creation of marketing and sales specific content libraries
• Achieved 10% increase in project profitability through the development and application of consistent pricing strategies and project management I began my career at ABG, Inc., as a Development Specialist in August 1997.

The Central Indiana Regional Blood Center was a high quality blood and laboratory services organization, providing a continuous, safe supply of blood products and biological services to people and serving a vital link to Indiana's healthcare infrastructure.

Ms, Ed., Instructional Systems Technology

Bachelor'S Degree, English