Results-oriented professional with over 10 years of experience in management, customer service, and business analysis to drive results and deliver operational and procedural process improvements. Excellent communications, negotiations, analytical, and interpersonal skills to build positive relationships and strategic alliances at all levels.
Developed an Interview Skill Building workshop in which I created and presented PowerPoint presentations to facilitate training to our department managers after an analysis of the performance metrics and skill gaps of a range of our representatives. I was selected to present this to our Director who, based on the success of the workshops and newly hired partners, implemented this Interview training to all hiring managers, cross-functionally, within our line of business.
Played an instrumental role in the strategic planning and implementation of our departments process improvement project to establish remote-based hourly call center representatives (which had never previously been done by Starbucks) through research and analysis of metrics data, legal requirements, and benchmarking with other companies, as well as making presentations and recommendations based on my findings. This has resulted in numerous benefits for both the company and for the partners, in terms of our ability to hire beyond the pool of local candidates, provide career-advancement opportunities for partners in our regional offices and out-of-state stores, provide cost reduction in the number of partners working on-site, provide additional hours of customer service for partners on the east coast, provide a greater work-life balance for partners, etc.
Selected to represent our line of business, Global HR Solutions and Services, in a high-level, cross-functional group working directly with our EVP along with other VP's and Directors to analyze feedback and make recommendations based on findings of the 2010 Partner Satisfaction Survey as part of the Partner Experience Project.
Selected as Project Manager within Global HR Solutions and Services to liaise between our internal HR contact center and our Payroll and Separations departments, along with reporting back to the company's Quarterly Business Review team with regard to processing separations and severance packages for our partners impacted by a high volume of store closures between 2008 - 2010. Ensured that all data was accurately reported and tracked through Excel.
Identified business trends and reported these to appropriate department leadership.
Recognized and recommended operational improvements that enhanced the quality and efficiency of the department (e.g. Tier leveling, Answer Line, Primus Knowledge Base as a single resource solution, etc.)
Processed partner data transactions according to compliance and accuracy guidelines.
Provided coaching to partners on systems, processes and procedures.
Provided an advanced level of customer service skills and case documentation / case management.
Handled issues escalated by Partner Contact Center representatives and effectively coached representatives on call handling and issue resolution by utilizing resources effectively, applying subject matter expertise and by consulting with appropriate contacts.
Provided leadership in managing a team of 10-12 partners in all stages of employment life cycle, including: recruiting, hiring, coaching, providing performance feedback, training, partner development, promotions, and separations.
Analyzed call center data to identify trends, call intake irregularities, compliance, etc.
Provided project support in the design and implementation of integrating Partner Resources Support Center calls into the PCC tier II level and continued to provide support to the PRSC as part of our core business function in the delivery of training, coaching, and QA assessment for my direct reports in the appropriate handling of their PRSC calls and case management.
Managed and supported projects prioritized by Starbucks and PRO (Partner Resources Organization) Leadership teams (e.g. Partner Experience Innovation, PCC Remote Partner, Project Phoenix, etc.)
Identified, implemented, and supported GHRSS/PCC operational improvements (e.g. PCC Recruiting, AIM Script Training, Answer Line implementation, etc.)
Recognized as top-rated manager for FY07 with a proven record of excellence. Associate Assistance Manager of the Quarter for Q4 FY06, Q1 FY07, and Q2 FY07.
Coordinated and collaborated with Team Managers to facilitate coaching and training sessions with their associates and provide consultation and support for possible knowledge gaps and areas for development upon data analysis of call metrics.
Followed up on escalated manager requests and escalated manager callbacks to customers; subject matter expert on company policies, practices, and guidelines.
Monitored calls for Quality Assurance in calibration sessions and provided coaching and feedback to associates and managers.
Managed a team of 15-20 associates with a strong focus on coaching to behaviors for Customer Satisfaction goals, motivation for success, and leadership development.
Primary responsibilities included: hiring and retention of associates, driving for results, coaching, career development, and facilitation of training and team meetings.
Extensive use of Microsoft Word, Excel, and Outlook
Received Manager of the Quarter Award Q3 FY04, Q1 FY05, and Q2 FY05.
Provided project support in the implementation and ongoing support of strategic operational project work, including the company Hoshin Plan, Line of Business, and department goals.
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