Senior Vice President, Team Member Services
October 2010 — Present
Responsible for the successful development, implementation, and management of company's first human resources call center. Managing a staff of 11 that provides first and second level support for over 12,000 employees on a variety of HR related issues. Partner with various lines of businesses and HR units to ensure policies and programs are consistent with corporate initiatives and are communicated timely and effectively. Successfully managed augmented services relationship with leading technology firm. Facilitated the reduction of call volume by almost 50% within first year of operation. Exceeded several global metrics including: percentage of abandoned calls; percentage of escalations; and average solution time. Due to drive and initiative, selected as one of 12 champions for the company's Best Place to Work initiative.