Roland W. Email & Phone Number

Vancouver, WA, US

Troutdale, Oregon, United States

• Redesigned employee career advancement program leading to 150 promotions in 6 months, 10% into management roles.
• Reduced turnover by 48% through the design and execution of employee engagement events.
• Composed and presented weekly reports to senior management across the organization regarding scope and effectiveness in retention efforts.
• Created promotional and training materials for positions at all levels of the organization, increased dock manager productivity by 20% by reducing length of time of daily informational meetings from avg 7 min to 5.
• Led benefits administration efforts through employee enrollment in health insurance plans, LOA processes, direct deposit, and transportation credits leading to a 20% reduction in attendance violations.

Portland, Oregon, United States

• Created new hire success plan to streamline on-boarding of talent, improving on-boarding processes for new employees and reducing training time from 7 days to 4.
• Identified inconsistencies in customer complaint tracking process and created a one-page training resource for coordinators navigating the complaint portal, leading to a 33% reduction in resolution time.
• Managed the performance of ~45 rotating direct reports through the employment life-cycle including interviewing, on-boarding, career development, performance reviews, investigation, and separation.
• Implemented self-report safety feedback comment system to reduce onsite injuries by 10%.
• Led adaptive and individual change management processes as a people-focused change agent through engagement with employees, collection of data, and implementation of feedback.

• Led talent management and on-boarding efforts for new team members, building a team of 12 remote support reps responsible for an average daily volume of 500 calls across the United States.
• Fostered a culture of professional development and used market analysis to lead to an average 20% increase in salaries for remote agents year over year.
• Headlined remote-first employee training and engagement events to increase retention and improve satisfaction survey scores by 40%.
• Functioned as a day-to-day support resource for employee relations, benefits enrollment, and payroll administration.
• Constructed SOPs as they related to employee issues, DEI efforts, and investigations.

Manassas, Virginia, United States

-Leveraged relationships with internal and external customers through advocacy, negotiation, and collaboration with management, resulting in a 10% increase in revenue growth -Fostered key relationships with customers implementing client-centric approaches for relationship building and management, consistently exceeding sales quotas by up to 40%-Provided.

Woodbridge, Virginia, United States