♣ Subject matter expert and experienced in a range of HR policies, processes, procedures, and systems in a set of focus areas – Workday, TD Opportunities, People Soft, and First Advantage Cast♣ Support the development of enterprise HR programs and the delivery of these programs via specialized HR functional areas ♣ Develop effective communications to support the launch and delivery of enterprise HR programs♣ Coordinate program related meetings, discussions, events, initiatives and address any implementation issues and concerns♣ Prioritize and manage own workload to meet SLA requirements for service and productivity, along with assisting team members with meeting SLA requirements ♣ Train new team members on HR procedures and provide support with navigation on HR systems♣ Gather and analyze data to identify and solve problems, escalated as appropriate following set guidelines♣ Ensure team morale remains high by providing motivating employee led initiatives as part of the Employee Experience Committee

♣ Supervised and provided subject matter expertise to 500+ employees across LOBs including; Loss Prevention, Credit Cards, Loyalty & Advice, Activations, and Merchant Solutions♣ Led projects and initiatives within Fraud Management and Credit Cards for facilitation, scheduling, and creating training material♣ Supported the overall team, management, and business by providing guidance, advice, and customer relationships by taking ownership of escalated issues and following through resolutions♣ Acted as an Employee Experience Lead which focused on methods/activities to help increase team morale, culture, and wellness♣ Reduced SLs for other businesses by proactively being upskilled in their respective queues

♣ Trained a team of newly-hired Telephone Specialists to provide an exceptional customer and employee experience while increasing shareholder value♣ Inspired, coached and developed employees to achieve business results and personal career objectives♣ Led huddles throughout the nesting period, to help develop new hires skills and improve results♣ Adhered to audit requirements by ensuring employees follow operational policies and procedures

♣ Provide additional support to multiple teams by being a Team Lead♣ Provide timely and accurate service to cardholders for a variety of Visa product lines, plans and programs♣ Implement prompt, courteous and efficient service that exceeds customer expectations♣ Ensure the safety of our client’s profiles by passing monthly compliance goals♣ Resolve customer issues using strategic problem-solving skills

♣ Increased customer satisfaction by providing exceptional customer service♣ Responsible for training new employees with patience and effective communication skills♣ Assisted in creating appealing visual displays of merchandise, using creativity and good judgement ♣ Processed new shipments and helped keep the receiving and back stock area clean and organized