Key Skills & Experience: strategic HR thought partnership, HR policies & processes, project management

Scenario: Company was launching a new customer service operation (i.e. call center) in Richmond VA––a new capability for the company and one that was previously 100% outsourced to a 3rd party vendor. The operation was high risk and although parallels to the existing call center structure, required new capabilities be built.

Action Taken: My team led the "HR lane" of the project, which included: determining org structure for the dept, what positions/roles were required; writing job descriptions and determining compensation (that matched external benchmarks) for all roles; partnering with workforce management to determine shifts and staffing; working with training team to develop the onboarding and training program for all new hires across all roles; writing employee handbook and determining department-specific HR policies and processes.

Result: Customer service center launched on time with no material issues or interruption to customers. Operation continues to scale leveraging the core processes and programs we put in place at launch.

Key Skills & Experience: executive coaching, strategic HR thought partnership, change management

Scenario: Several experiences (over multiple companies and functions) partnering with a C-level leader to do a significant organizational design change and build out of department leadership team.

Action / Approach: Evaluated the current org design and leadership team (LT) by reviewing past business performance, KPI results, and current strategic roadmap. Partnered to build the dept's 3 year transformation plan, determining key strategic priorities and targets for KPIs. Created a plan to move from current to future state, taking a phased approach (where needed) and shifting to the optimal org design. Built the change mgmt and communication plans for each phase.

Result: New org design and leadership team out-performed past leaders in key business metrics. Improved employee retention and employee engagement within department.

Key Skills & Experience: strategic HR program design and implementation, executive team engagement and consensus building, communication

Scenario: Company had grown in the past several years (nearly doubled) and was lacking the hr/people infrastructure and programs to proactively and effectively assess its talent, develop bench strength to enable future growth, and provide employees with clear goals and feedback.

Action: Designed and implemented a performance & talent mgmt program, incl manager training. Ensured the program leveraged best practices while considering factors unique to the company (e.g. company’s values, understanding the skill level existing managers had). Instituted metrics to track progress (e.g. tractions with lower performers, top talent retention).

Result: The company has used the program for 2+ years and gone through multiple iterations of the performance review and talent review (9box) process. Manager ratings of the process are high and employee engagement results around learning & development and feedback have increased YoY. Multiple talent moves have been made based on the calibration discussions at the Executive Team level and retention of "top talent" has improved.