A year-long Special Project Assignment focused on analysis of roles and processes within Category. The primary responsibility of the Stabilization Team is to identify opportunities and resolve gaps in workflows, applications, supporting forms, training aids, and other tools created to support successful execution of functions within each Category position. Utilizing Subject Matter Experts (SME’s) within the business, I manage multiple project deliverables and facilitate necessary change. The objective is to build depth of knowledge and expertise to foster long-term sustainability of the Category Management Center of Excellence (COE) and prosperity for the Delhaize America organization.

Responsible for all aspects of inbound contact center management for Delhaize America, a leading supermarket operator in the United States with more than 1,600 stores in 17 states in the eastern United States. Regularly analyze processes, systems, and structure for opportunities. Identify improvements that support a “Best in Class” vision for all Delhaize America supermarket banners. Monitor associate productivity and quality performance to support our internal and external customer satisfaction goals. Reduced the contact center turnover over by 40% after developing and implementing better hiring and training practices, and instituting associate development and recognition programs.

Managed daily activities of the Hannaford Customer Information Center, including supervision and development of associates located in multiple locations. Worked with associates, customers, and external business partners to resolve routine and complex customer service inquiries or concerns. Exercised excellent judgment in analyzing issues, identifying impact and influencing decisions. Researched, led and implemented projects that support department objectives as they relate to company strategy and goals.

Managed all aspects of human resources and driver payroll for a supermarket transportation business consisting of 3 distribution centers and 5 states in the northeast. Handled driver hiring process, orientation, payroll, employee benefit management, absence management, and associate development.

Successfully managed night operations, including driver load assignment, log reviews and resolving operational issues. Processed driver activity-based payroll. Directly involved with design, development and implementation of driver payroll portion of Transportation Resource Program (TRP). Designed and generated ongoing communications tools for internal and external business units to support business needs.