Experience

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  Gamestop

  Feb 2005 - Apr 2007

  Assistant store manager

  • Achieved promotion to management tier within the first year of employment.• Facilitated on the job training for new associates and assisted in recruiting and talent acquisition to accommodate staffing needs.• Executed visual marketing strategies to highlight promotions and move product.• Reduced store shrink and overall yearly monetary loss by regulating and enforcing inventory management.• Educated staffing of all tiers on utilization of soft skills towards resolution of difficult customer satisfaction issues or escalated situations resulting in fewer customer complaints and service issues. Show less

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  Jo-ann stores, inc.

  Apr 2007 - Dec 2010

  Team member - apparel and textile specialist

  • Received multiple service satisfaction awards recognizing exemplary service, professionalism, and aid provided to customers, staff, and management team.• Facilitated sewing classes through in-store workshops to increase revenue and promote new merchandise and crafting trends.• Established customer loyalty and professional relationships with patrons by providing informed service solutions and advisory on textile, tool, and pattern selection for customer projects.• Worked on strategic special project teams to reset, remodel, and redesign retail store fronts in accordance with new corporate standards. Show less

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  Ccs medical

  Dec 2010 - Jul 2012

  Patient support representative

  • Ensured patient satisfaction and aided in retention of high profile accounts through exceptional listening and problem solving skills within a high volume call center environment.• Represented the Patient Support department during corporate and federal compliance walkthroughs, audits, and sit-ins.• Received multiple certificate and achievement awards from managerial team to recognize exceptional customer service efforts of going above and beyond regular standards of customer care. Show less

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  Cardinal health

  Jul 2012 - Oct 2015

  Customer service team lead & cares ambassador

  • Developed and implemented onboarding and training module for UroMed’s customer service team, drastically reducing training period required for new staff.• Created, edited, and updated new and existing technical training documents and processes for the customer service department for ease of use and understanding, succeeding in increasing procedural efficiencies in daily account management tasks.• Led and managed a team of 20+ call center representatives (local and remote) in all service endeavors, acting as a point of escalation and support while promoting service excellence.• Performed as 1st generation CARES Ambassador to champion the company’s service-oriented values, ethics, and ideology towards the internal and external customer. Show less

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  Aim specialty health

  Aug 2016 - Dec 2016

  Referral specialist

  • Processed high volumes of pre-certification and authorization requests for radiology and nuclear medicine exams in full compliance with Anthem, state, and federal guidelines and laws ensuring high levels of service to providers and patients.• Maintained a standard of 100% rating in compliance and quality service call audits throughout all months within the company and was identified for promotion track within initial 60 days of hire.• Completed and maintained HIPAA and Medicare FWA course education as standard per all compliance guidelines. Show less

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  Santanna energy services

  Dec 2016 - Aug 2017

  Training coordinator & recruiting assistant

  • Created full cycle Recruiting and Training processes to streamline talent acquisition and onboarding processes and create a solid educational foundation to position new employees for success.• Constructed Training Curriculum for call center employees utilizing the ADDIE model, successfully introducing a foundation of continual improvement for Learning and Development.• Implemented a Mentor Program to incentivize an increase in service levels and tenure of Customer Service and Inside Sales Representatives, which provided improvement in overall Quality of Service at minimal cost.• Collaborated with Quality Assurance team to develop scorecards for competency metrics and audits, and provide data insights into service levels, developmental needs, and potential risks to company assets. Show less

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  Aldi usa

  Feb 2018 - Mar 2018

  Hr assistant (contract)

  • Performed pre-work for Compensation Analysis by updating and standardizing job descriptions as well as conducting necessary research for the creation of new roles within the organization.• Created a classification matrix to help define experience and competency levels required for job roles in accordance with industry standards in order to aid job benchmarking and grading.

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  Sonova group

  May 2018 - now

  • Leads SOP (Standard Operating Procedure) projects to create technical documentation of departmental processes and establish a foundation for Continuous Improvement.• Conducts internal audits around payroll, compensation, and job coding data in order to uphold high data integrity and ensure intersecting HRIS modules (benefits, time, etc.) deliver correct outputs.• Collaborates with Shared Service Team to analyze process improvement opportunities and create project plans and workflows to enhance daily HR task automation within the department and across all subsidiaries.• Liaises with HR Business Partners across different company environments (production, manufacturing, office) to communicate and train on documentation requirements for change requests and changing processes in order to maintain data integrity and compliance. Show less

  • Senior Professional HR Processes & Systems

    Jan 2024 - now

  • HR Processes & Systems Specialist

    Mar 2020 - Jan 2024

  • HR Operations & Service Coordinator

    May 2018 - Mar 2020