In this role, I lead a broadly scoped service delivery team of over 100 employees; balancing the long-term strategy with the execution and development needs of multiple HR operations functions.

Responsible for developing operational tools and capabilities, and building a new enablement function in the HR Shared Services organization. Accomplishments include:-Contracting and transitioning in operational work from core HR customers, scaling, and standardizing work to drive efficiency, create capacity, and up-level employee skills and capabilities. Since 2021, created $1.9m in annual productivity savings.-Developing new tools and technologies to support ever-changing COVID-19 landscape-Standing up new severance function in under 6 weeks, scaling across US and Canada markets-Driving business development of new CRM (ServiceNow), launching to over 300 internal users and 290k external users, including new self-service capabilities

Lead and inspire leaders of various HR shared service teams, including: HR compliance (Form I-9 and Social Security Number), unemployment insurance, background check program, employee file management, employee emergency relief fund, and more.Project management: Implement projects related to HR shared services teams, working cross-functionally to align project goals, manage to milestones, and measure outcomes. Experienced in evaluating bodies of work to identify and execute process improvements and transition work in/out of business units.Technology support: Provide business owner support to internal case management and knowledge base tool, including identifying business needs, working directly with scrum team, completing user acceptance testing, and communicating release changes to business units. Experience with vendor management of large-scale programs.

Co-led human resources service center (call center) operations, supporting a team of fifty+ employees who provide support for human resources concerns from employees across the US and Canada. Additionally, led team of leaders who managed knowledge base content, employee training, and workforce operations. Transitioned 25% of transactional contact topics to outsourced endor. Following the transition, partnered with vendor to implement quality assurance, metrics, and training improvements, resulting in improved call experience.

-Supervise a team of 10-15 representatives and senior representatives. Provide coaching and developmental opportunities based on employees dynamic abilities, including managing through performance improvement plans, modeling change management practices-Track employee and call center performance metrics-Act as subject matter expert for Human Resources and Payroll functions. -Work across business units to resolve complex issues, including, Payroll, Benefits, Stock, Compensation, Leave Administration, Risk Management, Human Resources, etc-Research and respond to escalated employee issues at individual and systemic levels, and provides resolution to attempt service recovery.-Diagnose, recommend, and implement process improvements to better call center operations.October 2013-Present: Absorbed supervision of personnel file management team. Implemented HR compliance procedures (Form I-9 and Colorado Affirmation documentation) and process improvements to ensure security of files

Cross-functional leader in HR & Payroll contact center. Key functions included: -Executing monthly quality assurance checks of human resources related calls for over 35 employees.-Implementing new hire training program, implementing innovative methods to support various adult learning styles.-Act as subject matter expert, working cross-functionally to implement small-scale projects that benefit contact center operations.-Maintain internal knowledge base.

Barista & Shift Supervisor at various retail locations.