I'm certain you've heard a story or two about Chewy's customer service. They are hands down the most customer (pet and human) obsessed group of people out there. But Chewy is not just THE trusted online retailer for pets and pet-partners. They are also an award winning place to work. With awards from Comparably, Built In, and Forbes, Chewy also prioritizes an environment where for innovators, big thinkers, and of course passionate pet people can unleash their potential.

Responsible for identifying and attracting top talent. While having had the opportunity to partner with teams across the enterprise (Operations, Finance, Actuarial, Human Resources), my primary focus was technology and leadership. Leading efforts to build a recruiting culture across technical teams. In addition to full-time recruiting, I was responsible for managing vendor relationships (LinkedIn, Indeed, Glassdoor), supporting system implementations (Workday), and managing external employer brand content (social media, job sites, and technology) for recruiting.

Manage daily operations for customer service team. Provide leadership and direction to the department, ensuring achievement of utility-wide services and goals. Managed a team of 3 leads and 25 customer service representatives. Encouraged collaboration and cross training with peers, providing mentorship, and sharing best practices. Participate in workforce planning, program and training development, project management, system implementation, and policy creation.

Responsible for delivering the full spectrum of services to business partners that drive imperative organizational initiatives. Responsible for partnering with leaders to assist with hiring (maintained an average of 20 full cycle requisitions, onsite and remote), coaching and development of existing staff (including performance reviews, recognition, improvement plans, and disciplinary action), as well as providing support to those individuals exiting the organization. This blend of responsibilities provided the opportunity to engage in the full life-cycle of an employee. Partnering frequently with compensation, payroll, recruiting, security, operations, and benefits areas to meet the increasing demands of a growing organization.

Chairman of grass roots, employee-led, volunteer community. Communicate and coordinate with the Symetra employee population, leadership team, and local non-profit organizations, to organize volunteer campaigns. Meet monthly with committee to ensure that chosen projects represent the passion and interest of the employee population. Manage budget of funds provided to sponsor events that employees participate in. Lead various events throughout the year - Week of Service projects, Adopt-a-Family program, as well as a number of walks (Making Strides), auctions, and fund raising events.

*Managed the service and training staff of full service contact center *Responsible for improving and maintaining phone and production performance for Individual Life Client Services department*Coached and developed training and service teams to meet and exceed performance expectations through goal setting and providing support for team and individual performance*Utilized advanced knowledge of telephone and production systems to analyze performance and create weekly staffing schedule, without use of workforce management system *Audited and maintained procedures and processes as to meet regulatory and efficiency requirements*Actively participated in new product development projects*Led department through development and implementation of new CRM tool*Director of the Community Involvement Committee*ACS & ALMI

*Provided outstanding leadership to direct report team of up to 28 staff members with a customer service and sales focus*Continually communicated new business goals in a positive manner to assist employees in managing change*Effective time management skills allowed for completion of tasks and goals on or before deadlines*Successfully coached team to produce over a 40% improvement in presentation of sales products*Senior Specialist - Management Resolution Group (August 2004 - October 2005)*Telephone Banker (November 2003 - August 2004)