Dynamic and resourceful professional offering 16 years of growing responsibilities and significant achievements in the planning, design, and implementation of effective programs for major corporations. Driving organizational growth, performance, and profitability by being highly innovative with the ability to communicate effectively with all levels of the workforce. Experienced at supporting multiple functions with a continued customer focus. Focus on employee development and leadership training allows for succession planning and creates an environment for change and progress.
A firm believer in a collaborative, creative and open environment. Improving departmental and company success through game-changing technology, and customized solutions that generate revenue and enhance customer service across multiple locations.
Possess strong analytical, collaborative, strategic and decisive leadership skills. Proven ability to lead and motivate cross-functional teams and develop individual talents. History of building strong working relationships and working as a full business partner on executive leadership teams to meet business goals. Very knowledgeable of hospitality, and call center operations.
Call Center, Capital Expenditures, Change Management, Employee Relations, Financials, Logistics, Process Improvement, Project Management, Staff Development, Strategic Planning
Managed 130 seat Call Center
Introduced and managed successful work from home program for customer service associates in 4 different locations
Spearheaded new testing program which increased retention and made interview process more efficient.
Nicholas Construction, IncBakersfield, CaGeneral Manager02/2015 to Current
General Engineering Contractors with 30 employees and $20M in revenue FY2015 Manage day to day operations for a General Engineering contractor working with Water District's and large Farms.
Implemented program for tracking job performance, and payroll for each individual job.
Responsibilities include Safety Manager, Equipment Manager, Project Management and Human Resource Manager.
Transitioned Safety Management in-house saving $60,000 in the first year while maintaining a 98 out of 100 Risk Control Assessment with our Captive.
Maintained top 5% safety ratings in our Captive group of over 1,500 companies through implementation of electronic tracking of safety meetings, building awareness to safety issues and accident reporting.
Researched and led the implementation of GPS Tracking for Heavy Construction Equipment for tracking utilization efficiencies and theft reduction.
Reduced need for rented equipment by reducing rental requirements by an average of $10,000/job. Savings over a 6 month period was over $100,000.
Created and implemented Heavy Equipment service program saving over $30,000 in repairs and downtime of equipment in first 3 months. Estimated annual savings of $150,000.
Vetted multiple vendors and Implemented HeavyJob Construction project tracking program that improved timecard accuracy and reduced collection time from 3 days to 1.
Implemented cost code structure for tracking financials and improved new job bidding process. Creating consistency and ease of identification for field Supervisors.
Project management of a $1.8 million project. Tracking sub-contractors, costs, materials, logistics and labor costs.
Williams-Sonoma, IncBakersfield, CAGeneral Manager02/2005 to 02/2015
A high-end American retailer with 560 stores in the US and Canada, $3.5B in revenue and ~ 7,700 employees in FY2005.
Provided strategic leadership in day to day operations of a 150 person call center.
Oversaw the opening of the call center, and 2012 expansion.
Lead operations, strategic planning, and care center initiatives for services to Direct to Customer business, including, Advanced level escalations, an in-house Designer Program, Email, Click to Chat, Work from Home agents, Direct Ship vendor relations, specialized Furniture Service Team, Sales, Order Editing and regular Customer Service calls.
Mentored 5 Supervisors and 15 Lead agents for career development.
Developed and maintained strong relationships with the Retail group, Buyers, Vendors, and Corporate partners.
Continually met or exceeded all KPI's.
Provided feedback for product information enhancements/trends, quality of services delivered to company's corporate brand partners, and customer transaction processing, including fraud, credit card errors, verification, and cash transactions.
Managed care centers in California and Oregon that focused on the emerging West Elm and Rejuvenation Brands increasing call volume capabilities and staffing by 130 associates.
Weekly Brand updates to multiple Senior Vice Presidents and brand Presidents that included trends, and analysis focusing on reducing returns.
Achieved and maintained highest satisfaction ratios in the company Associate Opinion Surveys for 2010, 2011, 2012, 2013 and 2014. Achieved the highest score for 2015.
Improved Rejuvenation call abandon rate from 12% per week to 7% per week in a 2 week period without increased headcount or overtime by making routing changes and adding redundancies in California and Oregon.
Marriott World Wide Reservations, IncSalt Lake City, UTDirector of Human Resource01/1999 to 01/2005
Part of Marriott International's Omaha Global Reservation Sales & Customer Call Center, which in 2010 had 1,300 employees supporting over 3,500 properties worldwide.
Led all Human Resource operations in support of 350 to 600 associates, depending on the season, in Salt Lake City.
Responsibilities included program and project management, recruiting, process improvement, training and development, policy and procedure development, supervisor and manager development, cost containment, quality control, compensation and benefits, regulatory compliance, and related functions.
Supervised a staff of 3 recruiters 2 generalists, and an administrative assistant.
Reduced center wide turnover from 112% to 60% over two years.
Saved the company approximately $1.8 million in training costs.
Implemented turnover tracking pilot programs in Salt Lake City that were implemented in 13 other Customer Care Centers across the country and in Canada.
Piloted the use of the Predictive Index tool to identify top candidates and assure appropriate job fit.
Created more efficient departmental procedures allowing the reduction of FTE's by two.
Showing savings of approximately $90 k per year including benefits package.
Improved HR Associate Opinion Survey scores by 5% in one year.
Improving overall satisfaction from 87% to 92%.
Introduced and implemented a highly efficient "Virtual Agent Program" still in use today.
This cost-effective "Home Agent" program reduced the need for additional capital expenditures while permitting the hire of a more educated workforce.
The new program, including training and technical IS support, also gave disabled employees the opportunity to stay employed.
Initial program started with 15 associates as a test group and grew to more than 100 employees.
Williams-Sonoma, IncLas Vegas, NVHuman Resource Manager10/2005 to 03/2009
Direct the Human Resource function and all human capital initiatives for customer care center, employing a total of 400 associates and up to 600 associates during the peak holiday season.
Responsible for overseeing HR strategic planning, associate and labor relations, health and wellness plans, 401k, compensation systems, performance management systems and workforce planning.
Partner with operations, safety and loss prevention to develop strategic plans and lead the execution of plans aimed at exceeding company goals.
Guide, train, and mentor managers and supervisors within the Customer Care Center.
Part of the team who standardized, improved, and modernized Human Resource policies for three Call Centers' workforce of 1,100 to 2,000.
Improved Human Resource Associate Opinion Survey scores by 5% (to 92% satisfaction) over two survey years achieving highest score for Human Resources across care center division both years.
Decreased new employee training turnover by 32% through utilizing updated recruitment tools that checked skill set and culture fit.
Negotiated contract for a customer service assessment tool.
Cut turnaround time on background checks at the Call Centers; saved $12,000 in recruiting cost per year for the Las Vegas Customer Care Center alone.
Conducted wage analysis for multiple departments and made recommendations for new wage structure.
Advised Business Leaders on performance issues, salary discrepancies, retention goals.
Represented company at Unemployment hearings.
Modified attendance policy to improve productivity and tracking.
Education and Training
Bachelor's of Science:Animal Science1997Utah State UniversityAnimal Science