• Developed department’s Heijunka process, which is used to level workload, improve SLAs for department, and identify problems with processes• Train analysts and supervisors in EMEA and APAC on how to utilize Five9 and Verint to optimize their respective departments’ performance• Worked as a core team member to implement global live chat system• Global point of contact for Five9 reporting related to phone and live chat metrics• Collaborate with IT on system enhancements for Five9, Verint, and ServiceNow to improve employee and customer experience• Lead Medtronic’s Digital HR Society within the Americas• Global liaison and subject matter expert for AskHR’s phone system (Five9) and workforce management system (Verint). • Analyze data to ensure that AskHR’s day-to-day operations function properly and provide solutions to enhance team productivity• Forecast incoming call (Avg. 300) and case totals (Avg. 600) and schedule agents appropriately based on forecast to provide world class support to 60,000 employees within the Americas• Coach and lead problem solving sessions to guide AskHR agents through the DMAIC (Define, Measure, Analyze, Improve, Control) problem solving process. Problems being worked on reduce lead time and inconsistencies in processes• Point of contact to access Legacy Medtronic HR archived data. Access data using SQL

• Global liaison and subject matter expert for AskHR’s phone system (Five9) and workforce management system (Verint)• Collaborated with IT on system enhancements for Five9, Verint, and ServiceNow to improve employee and customer experience• Worked as a core team member to implement global HRSS phone and work force management system• Created process to provide daily metrics with data related to KPI (Key Performance Indicator) attainability for management• Analyze data to ensure that AskHR’s day-to-day operations function properly and provide solutions to enhance team productivity• Coached and led problem solving sessions to guide AskHR agents through the DMAIC (Define, Measure, Analyze, Improve, Control) problem solving process. Problems worked on reduced lead time and inconsistencies in processes.• Forecasted incoming call and case totals and scheduled agents appropriately based on forecast to provide world class support to employees within the Americas• Point of contact to access Legacy Medtronic HR archived data. Accessed data using SQL

• Assisted employees within the AskHR department, consisting of 30 employees, with questions they received relating to Payroll and Employee Relations• Create and maintain knowledge articles for employees to reference when handling Payroll and Employee Relations cases• Serve as a liaison between AskHR and Payroll/Employee Relations Center of Excellences to ensure that AskHR has the most up to date information related to Payroll and Employee Relations.• Escalate cases that need to be handled by Payroll and Employee Relations Center of Excellences with all relevant information that is needed• Train New Hires in the subjects of Payroll and Employee Relations so they can provide superior customer service to Medtronic employees in these subjects.

• Researched and answered payroll, benefits, compensation, job change and other human resource questions, while providing world class customer service for Medtronic employees• Identified and troubleshot issues employees have with Workday• Sent exit surveys to employees within MITG who were terminating employment with Medtronic and ran quarterly reports based on the data gathered from these surveys• Tested ServiceNow prior to system updates being released to ensure system is functioning properly

- Assist in organizing communities to fight for social and economic justice - Teach utility consumer rights to clients seeking assistance for utility payments- Enter data collected by clients into Microsoft Excel which captures challenges they are experiencing and assesses their base knowledge of various utility assistance plans - Conduct courtesy calls to people who sought assistance at the George Wiley Center in the past- Write grants to provide funding for this non-profit organization

- Serve elderly residents meals- Perform general kitchen maintenance

- Wrote funding proposals to support a start-up company attempting to create an E-ZPass system for parking- Researched funding opportunities such as grants, angel investors, and venture capital funds for Fetch Park