Human Resource Certified. Forward thinker, diverse, experienced. An individual excited about and open to change. Human Resources Project and Implementation Analyst . Hiring Leader (new hire orientation, onboarding and off boarding), Interviewer (Screener). Compensation and benefits expertise. Asset management, highly skilled in coaching and performance management. Policy & benefits trainer. American Express Global Business Travel Operations Team Lead/Ops Liaison - Human Resources April 2005 - August 2020 (15 years 5 months) United States *Hiring Leader, Onboard/Offboard using SNAP/HireRight/Fieldglass. Conducted interviews (screening) and background checks * Perform, supported assisted appraisals, coaching and development for employees and managers at American Express * Human Resource Support, Work Day/PeopleSoft data processing American Express global teams (United Nations/Cisco Systems) * Operations, Scheduling, Timekeeper processing and approver - ADP/Work Day * Managed and supported a team of employees globally with operational and human resource support as we supported Cisco Systems worldwide business needs (US, Canada, United Kingdom & India) and United Nations * Supervised and directed a team of employees - maintaining morale, attendance, time management, corporate policy, training, leave of absence policies and business requirements * Develop strong relationships with American Express GBT preferred suppliers, department staff, department managers and senior management to ensure organizational mission, culture and vision was achieved. * Project Management & Implementations experience/"Follow the Sun" Cisco Systems 24X5 global dedicated service and support * Asset Management/Acquisition/Setup/Support for new hires and existing staff using American Express and Cisco Systems assets Blue Cross Blue Shield of North Carolina/State of North Carolina Health Plan Operation Specialist/Learning & Development September 2002 - March 2005 (2 years 7 months) * Policy and Customer Service Trainer. Claims and Customer Service Supervisor. * Support senior managers by coaching and developing representatives to meet goals and State of North Carolina service expectations * Created training plans and conducted remedial training for all BCBSNC state customer service benefits representatives * Handle escalated member issues at the point of the call or as follow up investigations * Trained all new hire employees in a 6 week training program on BCBS policy and state operations procedures, State of North Carolina Health Plan/Benefits/ Customer Service Techniques/Claim processing * Practiced Call Center Management to ensure customer satisfaction & contract goals are met Restoration Hardware Sales Lead Manager February 2002 - March 2004 (2 years 2 months) * Manage staff and store operations. Visual manager and customer escalation support. * Provided sales support to store guest by locating and answering product questions. * Supported store and company sales goals by conducting daily meetings with staff. * Opening and closing of the business ensuring all sales are accountable and accurate. * Tracking, providing visual displays, and restocking the company top sales performers to maintain sales. American Express Business Travel Team Leader 1991 - 2001 (10 years) * Global Contact Center Management supporting American Express Global Accounts in Business Travel. * Performed associate appraisals and development plans, which improved all associate performance levels from meeting expectation levels to above expectation levels. * Established procedures that reduced the unusually high auditing errors by 60% year after year. * Recruited new employees in order to meet client contractual agreements. * Responded to and resolved escalated customer issues. * Utilized interpersonal skills to unify the business team to meet and exceed established goals. * Reduced cost by reducing the need for overtime by increasing productivity and quality. * Performed Operations Manager duties during periods when the manager was on vacation or out of town

Highlights:

Companies I like:

Amazon, Cisco Systems, UNC Health

• Appraisals
• Asset Management
• Audit
• Benefits
• Business Requirements
• Call Center
• Call Center Management
• Change Management
• Cisco
• Claim Processing