* Provide strategic and project management support for the employee relations operating plan and key priorities for this center of excellence* Lead a team of 18+ employee relations professionals responsible for the intake and triage of all employee relations matters brought forward, ensuring proper assessment and disposition to appropriate teams for handling* Design, develop, and deliver executive-level summary reports of case status, findings, and outcomes for C-suite cases, providing assurance of timely case management and risk mitigation* Responsible for building and executing on the technology roadmap in order to provide best in class tools and resources for effective delivery of employee relations services

•Lead a team of 10+ Investigators who are responsible for high volume, complex, and sensitive retail employee relations cases•Conduct case reviews, training, and quality spot checks for all levels within A & C•Provide workforce management scheduling, caseload balancing requirements, and recommendations to ensure Service Level Agreements (SLAs) are achieved•Personally lead some highly sensitive/escalated cases and oversee investigations conducted by A&C team in support of aligned businesses across enterprise, HR and all levels of Leadership. Heavy focus on Retail BU.•Identify trends and recommend appropriate solutions; partner with HRBP and Business Unit leaders •Investigate workplace complaints for violations of policy in which failure to investigate might subject CVS to serious legal or financial risk.•Develop, execute and deliver, guidelines, training, process improvements to all ER processes.

Key contributor to design, build and deployment of a new Center of Excellence for employee relations at CVS, including SOP and process flow development, IVR and Call Center deployment, staff hiring and training. Manage employee relations consultants’ team responsible for providing advice, counsel and support to employees and managers regarding employee performance, attendance and behavioral issues, interpretation and application of company policies, procedures and guidelines as well as monitoring and overseeing adherence to HR, State, Federal and Corporate compliance rules and regulations and policies. Utilize case management systems and other technology to monitor trends, SLA, case load and inbound/outbound colleague and manager inquiries.

Advance CVS Health strategic initiatives by designing, developing, implementing solutions that advance our talent management strategy. Design and implement change management strategies as well as organizational design, organizational effectiveness and talent development initiatives.

- Facilitated the restructuring of the Business Innovation Research Center and developed an operational plan to guide organizational transition.- Create and implement key talent programs, partnering with senior leadership and networking southeast MA colleges UMD to deliver high quality leadership development program.- Manage Spring Mentoring Program designed to promote employee engagement and employee on-boarding, creating 10 new mentoring partnerships annually- Solicited senior leadership and employee feedback to identify training needs and gaps, then designed and delivered employee development workshops in Performance Management, Customer Service, Conflict Resolution, Influencing Strategies, Communication, etc.- Designed process improvement framework and facilitated process redesign efforts pursued to address service gaps in the Service Satisfaction survey- Designed Service Talk Handbook on key organizational policies and values- Diversity, Harassment, Change Management, Leadership, etc. for supervisor resource in support of building a positive workplace environment- Designed, development and delivered first annual UMD Employee Wellness program to support employees health and wellness - Active member of union negotiating team for 2014 labor contracts for administrative support staff

Direct report to the VP of NA- Customer Support and Service, managing a team of 9 professionals, handling order processing, shipment status verification, accounts receivable management and master data management.- Developed and implemented an operating plan aligning key initiatives with corporate objectives and customer satisfaction performance gaps- Designed a comprehensive training program covering technical, business process and quality training in a CSR role.- Created a self-service promotional campaign to drive more customers to automated services- Developed the business case to design and implement a Collections Manager application to support accounts receivable work- Led team in defining content and layout requirements for Customer Service pages in newly designed website

Breakingthru’s leadership coaching is a targeted approach for your development. In one-on-one sessions, you will learn to positively influence and motivate your boss, peers and subordinates. You will use your personal power to put motion into something that is lacking. Breakingthru’s services are designed to explore your strengths and career aspirations; achieve focus on your professional goals; and create strategies to realize them. Leveraging Breakingthru, LLC services, you will learn and develop the skills to:¨ Identify and overcome obstacles in your path;¨ Create and communicate a shared vision;¨ Build a learning environment;¨ Gain buy-in and support for key initiatives;¨ Create the impact you want to support organizational success and;¨ Plan and deliver on commitments consistently.Breakingthru provides consulting in the areas of strategic planning, performance management, and process improvement. Engagements begin with a needs assessment using a variety of methods including: visioning, gap analysis, and brainstorming. You will clarify your objectives, set priorities and develop a work plan. You define the project deliverables, including development of: ¨ A vision and mission statement; ¨ A supporting organizational structure; ¨ A policy and procedural framework to support goals attainment; and ¨ A performance management process to measure progress.

Direct report to Customer Care VP, managing a team of 120 union and management employees. Responsible for a $9 million O&M and $2.7 million capital budget. Lead contact center channels, training and associated quality assurance, process improvements, and reporting. Implemented and managed new programs promoting customer satisfaction and employee productivity. Delivered technology solutions to business issues including an Oracle CRM implementation and expanded IVR with speech. Created an efficient operating environment integrating continuous improvements philosophy – in quality scores, operational effectiveness, and employee satisfaction. Key projects delivered on:- Developed and directed business case and implementation of Natural Language Speech IVR - Awarded Project of the Year - Restructured call center organization to expand quality assurance program and introduced workforce planning- Designed performance incentive program and corresponding management report to track and measure performance results- Collaborated with HR to create a “staff ahead” plan to minimize adverse effects of higher attrition rates, reducing OT costs by approximately $90,000 per year.- Directed the design and content of a new Customer Care Training program for new hires, shortening training cycle from 6 months to 2 months- Developed and implemented business plan to integrate queuing management software to preserve service levels- Delivered change management program for Oracle CRM implementation to increase user acceptance and accelerate learning- Created multi-year self service strategy expanding service offerings on the web and IVR, increasing self service 10% annually- Received “Key Talent” award, representing top 1% of company performers (2004, 2005, 2006)