Experience

X3 Sports

• United States
• Wellness and Fitness Services
• 1 - 100 Employee

• Training, Onboarding, and Senior Customer Service Manager

  • Jul 2018 - Present

   Streamlined, standardized and increased efficiency of training for newly hired front desk operations associates by developing and implementing a training program utilizing performance analysis, employee feedback, and leadership recommendations.  Maximized new hire process and decreased integration time 40% by establishing a comprehensive curriculum to include onboarding timeline, new hire orientation, and on-the-job training.  Established bench strength for the company by creating a succession planning process that identified, selected, and trained high potential employees to transition to Customer Service Manager roles.  Optimized uptraining for employees transitioning to customer service manager roles by evaluating, re-vamping, and deploying amplified training curriculum.  Met 100% of employee retention business targets for front desk operations through the creation and launch of effective and purposeful training manuals and methods.  Established and rolled out a mission statement to foster employee engagement, drive positive company culture, and create a standard of values for the front desk operations team.  Managed a team of customer service managers including training on best practices, mentoring of newly promoted managers, and creating champions of team’s mission and values.  Increased employee morale and fostered trust by addressing and resolving employee relations issues such as performance management, policy interpretation, employee concern intake and investigations for the customer service manager and front desk operations teams.  Optimized the efficiency of the front desk operations team by creating detailed job descriptions, standard operating procedures, and performance management tools for the department.  Contributed to member retention goals and reduced resolution time for member issues by acting as the central corporate headquarters escalation point and resolving issues comprehensively, promptly, and accurately. Show less



Super Auto Upholstery

• United States
• Motor Vehicle Manufacturing

• Bilingual Human Resources Business Partner

  • Jul 2016 - Jul 2017

   Advanced the HR function and cemented partnerships between HR and business units across the enterprise as a result of formulation and implementation of people/organization strategies, as well as identifying and managing HR initiatives that produced intended business results for the Company.  Investigated, analyzed and resolved employee complaints, harassment allegations, employment investigations and other policy and/or procedural violations and provided win-win resolutions to employee relations issues across the Company.  Successfully established the Company’s Talent Management function by completing talent/skills assessments, department reorganizations, job analyses and leveling. Show less

• Talent Acquisition and Development Business Partner

  • Jul 2016 - Jul 2017

   Met the diverse staffing needs of the Company’s business units through cross functional team work and development of effective and robust talent acquisition strategies. Achieved 63% savings in the use third-party services by continuously identifying, assessing, and supervising recruiting/development vendors and partners.  Designed and led Company’s Annual Performance Review Process; increased participation rate from 65% in 2017 to 95% in 2019 and decreased turnover time by 80%. Developed Company’s management bench strength by organizing the Company’s career growth and Manager in Training (MIT) initiatives including identifying high potential employees as well as creating training and knowledge transfer plans for candidates.  Reduced hiring time from 90 to 30 days by implementing streamlined talent acquisition strategies that increased hiring process efficiency. Show less



VOLKSWAGEN GROUP OF AMERICA CHATTANOOGA OPERATIONS, LLC

• United States
• 1 - 100 Employee

• Employee Relations and Recruiting Specialist

  • Jan 2012 - Oct 2015

   Successfully collaborated with management to improve employee morale and increased employee satisfaction survey results by 15%. Created a talent pipeline for assigned business unites by spearheading the succession planning process for assigned business units and developing plans for key and high potential employees, identifying employees ready for promotion, and rotating best talents across different functions in the organization as appropriate.  Collaborated with assigned business units to align company goals with department performance, proactively developed integrated solutions to produce intended business results, and communicated business needs to appropriate members of management when needed.  Strengthened talent acquisition activities for assigned business units; revamped the sourcing and screening of candidates, maximized job descriptions, refocused hiring criteria, and determined appropriate sourcing tools.  Conducted employee relations investigations, summarized results, recommended and implemented appropriate actions to correct issues.  Oversaw the employee separation processes for assigned business units; prepared separation documents, conducted exit interviews, arranged dismissal appeal (Peer Review) procedures, assembled information collected and reported trends to management. Show less

• Human Resources Specialist

  • Jan 2011 - Jan 2012

   Ensured 100% compliance with internal and external legal and regulatory requirements of HR Policy and Procedures by documenting, codifying, and auditing them accordingly.  Restructured, launched, and facilitated Company’s management training, assessment, and promotion process (Assessment Centers) in partnership with global talent development colleagues. Improved company’s tuition reimbursement program efficiency 70% and process time by 50% by redesigning and reorganizing the process.  Managed Employee Relations department $7M operating budget including tracking expenses, annual planning, and identifying cost savings opportunities. Identified training and development needs and coordinated resources to facilitate organizational learning. Show less

• Employee Relations Process Specialist

  • May 2010 - Jan 2011

   Optimized global candidate assignment process to solidify partnerships within the cross-functional teams while decreasing overall process time by 35% Primary Employee Relations point of contact for foreign service employees (FSE); intaking concerns, communicating and processing requests, and day to day guidance and interpretation of HR policy and processes.  Implemented International Baccalaureate (IB) programs at schools throughout the county in order to meet educational needs of families of Foreign Service Employees in partnership with local and international Departments of Education.  Provided project support for employee engagement activities such as annual employee satisfaction survey, employee appreciation events, and public company events. Show less