• Direct and manage junior to experienced staff in the performance of a variety of financial analysis and reporting activities. • Provide leadership in developing, designing, implementing, and maintaining assigned financial analysis processes. • Provide training and guidance to subordinates concerning understanding, analyzing, and reporting financial activity and metrics. • Monitor assigned activities for compliance with established corporate and accounting policies and standards.• Complete and/or review and interpret a variety of complex financial and/or business analyses of financial ratios, trends, revenue performance, and expense management.• Communicate deadlines and data submission requirements to other departments to ensure timely and accurate preparation of such analyses. • Bring inconsistencies and problems to the attention of senior management. • Identify potential new business strategies and/or ideas; analyze alternatives and present recommendations to senior leadership. • Provide financial analysis for projects/initiatives with potential financial reporting impact.• Assist with screening resumes and first round interviews for various roles.

•Manage HR operations for a diverse range of 8 to 15 global clients, ensuring adherence to DEIB principles across all processes.•Utilize project management software to track and ensure timely completion of deliverables, fostering strong relationships with stakeholders and promoting inclusive HR practices.•Develop and refine HR documents, including onboarding and off-boarding materials, with a focus on enhancing inclusive hiring practices and diverse talent acquisition.•Manage benefits quoting processes with various stakeholders, including insurance brokers, pa2yroll companies, and professional employer organizations. •Process transactions using HRIS platforms like Workday, ADP, Paychex, and Gusto, contributing to data-driven decision-making and operational improvements.•Contribute significantly to the creation and maintenance of operating procedures and systems, both internally and externally, aligning with best practices in inclusive hiring.•Manage the full spectrum of the employee lifecycle, employing effective communication strategies to engage a diverse range of client groups, enhancing their overall experience and satisfaction.

•Managed HR transactions in ADP Workforce Now, ensuring operational efficiency and accuracy in a fast-paced environment.•Spearheaded the job posting process on ApplicantPro, strategically developing inclusive job descriptions to attract a diverse talent pool.•Coordinated comprehensive employment prerequisites, including background checks and drug screenings, to maintain a safe and compliant workplace.•Led the onboarding and offboarding processes, creating welcoming and respectful transitions that reflected the company's commitment to inclusivity and diversity.•Conducted in-depth reference checks, focusing on identifying candidates who exemplified the organization's values.•Completed personnel file audits to ensure compliance.•Oversaw the open enrollment for benefits, providing clear, empathetic communication and support to employees, addressing their individual needs and questions.

•Led a dynamic remote team of 10 to 15 Customer Relationship Specialists, emphasizing strategic problem-solving and innovative approaches to maintain a culture of high performance and exceptional client service.•Utilized data and behavioral observations to develop tailored coaching plans, enhancing team performance by focusing on individual strengths and opportunities for growth.•Managed sensitive HR tasks, such as ADA accommodations, FMLA, and short-term disability tracking, with a focus on equity and respect for all employees.•Executed performance improvement plans, addressed allegations of wrongdoing, and conducted terminations, ensuring fairness and legal compliance.•Collaborated effectively with external payroll vendors and across internal departments like Underwriting, Sales, and Process Ownership, contributing to a comprehensive understanding of the customer experience and recommending inclusive improvements.•Acted as a change champion, developing, and implementing change management plans for process and technology initiatives.•Led recruitment efforts for nonexempt employees, from creating job postings to conducting interviews, making hiring decisions, and facilitating new hire onboarding.•Utilized HRIS tools for various HR tasks, ensuring accurate tracking and documentation of employee data, performance reviews, and compensation adjustments.

Employee Resource Groups volunteer activities 2009 – 2022•Co-led The Black Insurance Professional Network's Remote Chapter (600+ members), demonstrating effective leadership in communicating vision, supporting team leads, and organizing impactful events that enhanced cultural diversity and inclusion.•Engaged actively in various Employee Resource Groups, including the Hispanic Latino Network, Professional Women's Network, Mature Professionals' Network, and supporting the Pride Network, as a broad commitment to fostering diverse and inclusive workplace communities.•As a Workplace Pillar Co-Lead, contributed significantly to creating a more aware and inclusive work environment by promoting understanding, fostering supportive relationships, and championing mentorship and sponsorship initiatives.Annual Giving Campaign Champion 2019• Created activities to encourage participation, which led to the country-wide Customer Service department exceeding the donations goal by 37%, volunteer hours goal by 5%, and lives impacted by 22%.

•Led a team of 15 Customer Service Representatives to national recognition, achieving a rank of 10th out of 45 teams, through a focus on high employee engagement, effective coaching, and customized training.•Provided robust support in talent needs, focusing on recruiting, retention, mentorship, and career development planning.•Contributed to establishing the department's KPIs by understanding objectives, previous results, recruitment plans, training resources, attrition reasons, and employee survey data.•Pioneered the remote work initiative in the Customer Service department in 2010 by managing a work-from-home team, resulting in the footprint used to transition 70% of the department’s employees to remote work nationwide. •Collaborated with cross-functional teams, including HR, IT, Sales, and Senior Executives, to ensure a holistic approach to employee engagement and customer service.•Handled customer escalations and conducted proactive outreach on detractor surveys within 48 hours.•Administered and improved HR policies and procedures across the country, ensuring they align with equitable practices.•Partnered with Employee Relation Specialists to strategize on managing performance and behavioral issues, maintaining a focus on fairness and respect.•Contributed to modernizing HR policies, bringing them in line with current company standards and best practices.•Managed HR transactions, including attendance, performance reviews, and compensation adjustments, ensuring accuracy and compliance.•Represented the company in unemployment hearings, providing clear and detailed explanations based on thorough documentation and understanding of reasons for termination.•Awarded Standing Ovation and Coaching Excellence Awards.

•Provided support as a rotational coach for new hire Academy customer care representatives.•Responsible for evaluating and providing feedback to customer care representatives based on calls reviewed and behaviors observed.•Monitored Academy customer care representatives based on clearly defined performance metrics and developed customized action plans to help drive improved results.•Assisted Customer Care Leadership team and Academy customer care representatives with transition from the Academy environment to the call center.

•Responsible for answering inbound calls from customers and responding to their questions related to automobile and homeowner’s insurance. Fielded ~800 calls per month.•Obtained satisfaction ratings of 85% or higher on all calls based on customer feedback surveys.•Participated in team incentives programs which lead to increased ratings.•Recipient of Service Star award.

•Responsible for the development and implementation of transactions in the financial industry, including class action litigation, distribution of value, and mergers.•Performed financial forecasting to meet corporate budgetary goals.•Managed Workforce Scheduling and Quality Assurance teams ensuring adherence to company mission.•Ensured systems, resources and training were in place to support each client’s event requirements.•Assisted with the recruitment and daily management of core and temporary associates.•Managed relationship with on-site recruiting vendor.

•Performed functions of Director of Customer Service, responsible for developing and maintaining the policies, procedures, and reporting requirements for the outsourced customer service department. Established and implemented vendor performance objectives. Designed and delivered training materials, call flows and VRU scripting.•Collaborated with the marketing team to launch and support various promotions/campaigns.

 Responsible for delivery of service from the infrastructure group and a $2 million annual budget. Provided service perspective on all new projects. Member of the ETS Management team reporting directly to the Vice-President of Information Technology. Member of the Global Help Desk team responsible for implementing and managing a unified problem management/ticketing system. Implemented a recognition and incentive program. Recruited new team of 20 help desk associates.