Experience

LuLu's

• United States
• Restaurants
• 1 - 100 Employee

• Multi-Unit Human Resources Manager

  • Apr 2022 - Present

  Currently overseeing HR operations for multiple LuLu's Concepts locations, ensuring consistent HR policies and practices across all units. Implementing streamlined recruitment and onboarding processes, resulting in a reduction in time-to-hire and an increase in the overall quality of talent acquisition. Spearheading the development and execution of comprehensive training programs, enhancing employee skills and improving overall team performance. Leading initiatives to… Show more Currently overseeing HR operations for multiple LuLu's Concepts locations, ensuring consistent HR policies and practices across all units. Implementing streamlined recruitment and onboarding processes, resulting in a reduction in time-to-hire and an increase in the overall quality of talent acquisition. Spearheading the development and execution of comprehensive training programs, enhancing employee skills and improving overall team performance. Leading initiatives to improve employee engagement and satisfaction, resulting in a measurable increase in employee retention rates. Implementing a performance management system that provides clear goals, regular feedback, and career development opportunities for employees, contributing to increased productivity and morale. Developing and managing a benefits program that not only meets the needs of employees but also controls costs effectively. Playing a pivotal role in resolving employee relations issues and conflicts, maintaining a harmonious work environment and minimizing legal risks. Establishing HR metrics and reporting mechanisms to assess key performance indicators, allowing for data-driven decision-making and continuous improvement. Collaborating with leadership to align HR strategies with business objectives, contributing to the growth and success of LuLu's Concepts as a whole. Ensuring compliance with all federal and state labor laws, staying current with changing regulations and implementing necessary updates to policies and practices. Fostering a culture of diversity and inclusion, promoting equal opportunities, and celebrating differences within the LuLu's Concepts team. Managing HR budgets effectively, optimizing resource allocation to support organizational goals while maintaining cost control. Developing and delivering HR training sessions for managers to enhance their understanding of HR practices and their ability to handle HR-related matters independently. Show less Currently overseeing HR operations for multiple LuLu's Concepts locations, ensuring consistent HR policies and practices across all units. Implementing streamlined recruitment and onboarding processes, resulting in a reduction in time-to-hire and an increase in the overall quality of talent acquisition. Spearheading the development and execution of comprehensive training programs, enhancing employee skills and improving overall team performance. Leading initiatives to… Show more Currently overseeing HR operations for multiple LuLu's Concepts locations, ensuring consistent HR policies and practices across all units. Implementing streamlined recruitment and onboarding processes, resulting in a reduction in time-to-hire and an increase in the overall quality of talent acquisition. Spearheading the development and execution of comprehensive training programs, enhancing employee skills and improving overall team performance. Leading initiatives to improve employee engagement and satisfaction, resulting in a measurable increase in employee retention rates. Implementing a performance management system that provides clear goals, regular feedback, and career development opportunities for employees, contributing to increased productivity and morale. Developing and managing a benefits program that not only meets the needs of employees but also controls costs effectively. Playing a pivotal role in resolving employee relations issues and conflicts, maintaining a harmonious work environment and minimizing legal risks. Establishing HR metrics and reporting mechanisms to assess key performance indicators, allowing for data-driven decision-making and continuous improvement. Collaborating with leadership to align HR strategies with business objectives, contributing to the growth and success of LuLu's Concepts as a whole. Ensuring compliance with all federal and state labor laws, staying current with changing regulations and implementing necessary updates to policies and practices. Fostering a culture of diversity and inclusion, promoting equal opportunities, and celebrating differences within the LuLu's Concepts team. Managing HR budgets effectively, optimizing resource allocation to support organizational goals while maintaining cost control. Developing and delivering HR training sessions for managers to enhance their understanding of HR practices and their ability to handle HR-related matters independently. Show less



Sleep Solutions & Services

• United States
• Medical Equipment Manufacturing
• 1 - 100 Employee

• Human Resources Manager

  • Jan 2021 - Apr 2022

  Investigate and determine employee needs Develop sustainable talent acquisition and hiring plans and strategies Design, plan and execute employer branding activities Encourage employees to be brand ambassadors Plan employee referral programs Use HRIS, Recruitment Marketing tools Source and find candidates qualified for open positions perform analysis of hiring needs and provide employee hiring forecast Design, plan and execute selection processes (conduct interviews and… Show more Investigate and determine employee needs Develop sustainable talent acquisition and hiring plans and strategies Design, plan and execute employer branding activities Encourage employees to be brand ambassadors Plan employee referral programs Use HRIS, Recruitment Marketing tools Source and find candidates qualified for open positions perform analysis of hiring needs and provide employee hiring forecast Design, plan and execute selection processes (conduct interviews and screening calls, administer psychological tests etc.) Reviews employment applications and background check reports Find bottlenecks in the recruiting process Perform candidate and employee satisfaction evaluations and workshops Plan procedures for improving the candidate experience Suggest measures for improving employee retention Lead, oversee and supervise members of the recruiting team Use sourcing methods for hard-to-fill roles Attend career and college fairs, and similar events Determine HR and recruiting KPIs Create and present KPI reports

• Staff Manager

  • Jul 2019 - Jan 2021

  Hiring, training, coaching, and leading call center representatives as they provide support for patients. Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to… Show more Hiring, training, coaching, and leading call center representatives as they provide support for patients. Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees. Assisting other management team members in identifying trends and establishing call center goals. Ensuring staff members are achieving desired service levels and taking corrective action, as needed. Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. Authorizing budget adjustments or hourly employee worked hours review Taking on other tasks or projects to support employees, other managers, and call center operations.



Centerstone

• United States
• Mental Health Care
• 700 & Above Employee

• Non Clinical Healthcare Manager

  • Mar 2017 - Jul 2019

  Deliver a seamless patient service experience across all touchpoints. Responsible for maintaining and growing a highly effective patient service team, focused on providing best-in-class experience for our patients. Manage and report on SLAs and KPIs for the patient service team to show consistent performance. Build relationships across the organization to build a team of advocates ready to assist in solving patient challenges in real-time. Optimizing our facility operations through… Show more Deliver a seamless patient service experience across all touchpoints. Responsible for maintaining and growing a highly effective patient service team, focused on providing best-in-class experience for our patients. Manage and report on SLAs and KPIs for the patient service team to show consistent performance. Build relationships across the organization to build a team of advocates ready to assist in solving patient challenges in real-time. Optimizing our facility operations through Zen Desk and other technology solutions. Assist in managing relationship with ticketing service, manage ticketing service reporting, and complete continual learning of the platform to increase customer satisfaction levels Act as one of the highest levels of escalation for patient complaints and escalations and handle these issues daily Maintain and update SOP’s and scripts as necessary Logs and communicates complaints and inquiries and report and present to appropriate functional departments monthly Generate ideas to provide continuous exceptional patient service and customer experience Show less Deliver a seamless patient service experience across all touchpoints. Responsible for maintaining and growing a highly effective patient service team, focused on providing best-in-class experience for our patients. Manage and report on SLAs and KPIs for the patient service team to show consistent performance. Build relationships across the organization to build a team of advocates ready to assist in solving patient challenges in real-time. Optimizing our facility operations through… Show more Deliver a seamless patient service experience across all touchpoints. Responsible for maintaining and growing a highly effective patient service team, focused on providing best-in-class experience for our patients. Manage and report on SLAs and KPIs for the patient service team to show consistent performance. Build relationships across the organization to build a team of advocates ready to assist in solving patient challenges in real-time. Optimizing our facility operations through Zen Desk and other technology solutions. Assist in managing relationship with ticketing service, manage ticketing service reporting, and complete continual learning of the platform to increase customer satisfaction levels Act as one of the highest levels of escalation for patient complaints and escalations and handle these issues daily Maintain and update SOP’s and scripts as necessary Logs and communicates complaints and inquiries and report and present to appropriate functional departments monthly Generate ideas to provide continuous exceptional patient service and customer experience Show less



Walmart

• United States
• Retail
• 700 & Above Employee

• Assistant Store Manager

  • Sep 2015 - Mar 2017

  Responsible for the supervision of the store Handle issues of customer service Responsible for human resources development Recruit and discipline staff Conduct staff interviews and coaching Evaluate the performance of staff Coordinate training and development of staff special strength Motivate sales personnel in the store Determine the need of staff Process payroll forms and records Prepare the form for leave of absence Handle cash management… Show more Responsible for the supervision of the store Handle issues of customer service Responsible for human resources development Recruit and discipline staff Conduct staff interviews and coaching Evaluate the performance of staff Coordinate training and development of staff special strength Motivate sales personnel in the store Determine the need of staff Process payroll forms and records Prepare the form for leave of absence Handle cash management duties Contribute to the goals and sales target of the store Prepare deposit loans along with other administrative staff Ensure proper storage of merchandise Ensure proper arrangement of the store in a neatly way Ensure the security of the store and proper processing of money Track daily cash report Ensure improvement in the financial performance of assigned area Ensure that the regulatory procedures and company policies are complied with Provide guidance and direction to other staff Model customer service approaches Ensure that customers complaints, needs, and issues are resolved within the provided guidelines and standards of Walmart Offer supervision to staff on assigned tasks Ensure that the store is well stocked at all times Work in relationship with customer staff in charge of shelf to provide map for easy location of products Ensure good relationship with merchants to achieve price actions Understand seasons and ensure products on demand in the season are well in stock and well positioned. Upholds the Company's Open Door Policy

• Customer Service Manager

  • Aug 2014 - Sep 2015

  Carry out investigation on challenges faced by customers and give appropriate solutions to the challenges Handle communications with customers through mediums like email, letter, phones, suggestion boxes notes, and a one-on-one interview Conduct recruitment and training for new workers, as well as sanction or terminate the service of erring customer service representatives Offer resolutions to complaints and issues concerning customer orders Collect information on agents and other… Show more Carry out investigation on challenges faced by customers and give appropriate solutions to the challenges Handle communications with customers through mediums like email, letter, phones, suggestion boxes notes, and a one-on-one interview Conduct recruitment and training for new workers, as well as sanction or terminate the service of erring customer service representatives Offer resolutions to complaints and issues concerning customer orders Collect information on agents and other staff performance from customers to make judgment on their performance Get up-to-date information about all products Offer refund to customers when the need arises Compile and print customer complaints and suggestions and present them to the appropriate authorities Investigate and identify the part of the Walmart that needs improvement Coordinate with the management on the initiatives that help improve customer service Take advantage of social media as a medium of responding to customer complaint Monitor the statistics on supports Handle customer concern over the price of a product and the ads Offer counsel to customers on their chances of getting a refund for product return Work with other departments in ensuring that all customer related issues are attended to.