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Click here or scroll down to respond to this candidateCandidate's Name
SUMMARYA positive out-of-the-box thinker & a results-driven positive thinker with over 13 years of experience in management. Who is ready for continuous development within my field. Who obtains a strong background in medical, HR, project & case management, learning & development, investigations & customer service. Along with, sharp Interpersonal skills, written/verbal communication skills & structuring development/SOP pathways per line of business. I have a record of creating SMEs into leaders with a 5-star customer service experience background. While focusing on creating areas to increase revenue growth & maintain a 5-star customer service for the company. With that being said; I am also an energetic person who enjoys great adventures while be goal-driven manager that enjoys resolving obstacles, and moving them out of the way for great people doing extraordinary things for the company.EXPERIENCEDirector of Account Management & Operations, 05/2022 - current Highland Cabinetry Inc Over saw the daily processes of all orders of 12 account managers and 20 warehouse workers made through Netsuite systems. Handled all escalation regarding customer orders and departments. Handled al disciplinary actions needed. Over saw/conducted hiring & firing in account management. Evaluated operational and business performance to ensure KPI standards and safety compliance with 10 & 30 OSHA. Held several activities for employee engagement, to boost company morale and performance. Lead meetings with internal stakeholders to provide updates on all accounts/projects/programs assigned are being conducted professionally, on schedule, and on budget through Netsuite systems. Lead and created all onboarding training for the company and is the point of contact for all employees' questions and needs when onboarding and during training. Reinforced all policies & procedures within all LOB/Departments and aligned with Human Resources to maintain all employee's OSHA certs are updated. Oversaw and analyze account management performance and perform 1:1 to review data collected per SME Managed a team of 12, high performing Account Managers & 4 Warehouse managers. Monthly P & L reviews to Identify opportunities for improving department and program effectiveness and outlined strategic solutions for the company. Which increases revenue by 63% after doing so saved the company $500k for the year in lost/rebuilds of orders. Turned over $150M+ in outstanding Quotes to confirmed paid sales a month Maintained a KPI within the team of 30-40 sales a day averaging $300-500k a week in revenue.CONTACTAddress: Phoenix, AZ 85041Phone: PHONE NUMBER AVAILABLEEmail: EMAIL AVAILABLESKILLS 12+ years of experience in ProjectManagement/People Management,Operations, Start ups, Businessmarketing & development - P&Lcreation/review & SOPcreation/restructure. Proficient inusing Google & Microsoft,JIRA/Zendesk, Sales Forces, and SEO.KPI/QA Ad Campaigns,Querybuilder, Bliss NetSuite & Bizowie,and Word/Google Suites.Outlook,Calabrio,Excel,PPC/SEO, Investigation, L&D Training, Coaching,8+ years experience in HR payroll,ADP, Paycheck recruiting, OSHA laws& HIPAA laws, ICD 9 & 10 laws. Responsible for strategizing in the process of short and long-range capacity management, employee forecasting inbound and outbound volume of orders, QA of clients, shrink, retention and projecting future hiring needs. Conducted employee safety reviews and job site accident reports. To maintain the companys 0 injuries for workman comp and compliance with OSHA. Branch Manager of Operations, 07/2021 - 05/2022StaffZone - Phoenix Oversaw all aspects of personnel management for our temporary workforce including payroll, recruiting, dispatching, and supervising the temporary workforce assigned to our clients. On-site and in the office. Provided exceptional customer service to current and prospective clients on a daily basis, while demonstrating a high level of critical thinking to solve problems on demand. Responsible for recruiting, hiring, firing, and other human resources functions. Such as drug screening I Maintained the top store with a revenue of 1M of new business within my first 3 months of employment and growing. Held a 99% perfect Audit every month for my branch - received the 6-month running perfect Branch award & bonus Brought in 30 new contracts with 15 to extend to a 5-year contract with our branch Maintained a zero OSHA/Workers-comp compliance report ( no injuries on the job) Managed & Dispatched over 153+ employees daily to over 200 sites statewide in Arizona and border of Nevada to various contracts such as site clean up, construction,banquet sites. By preparing work details and time tickets, distributing and collecting safety equipment, and directing employees to job site locations. Along with Managed a team of 6-12 within the branch. Claims Manager Trust & Safety Sr. Investigator, 07/2020 - 07/2021 Bird, COE (Remote) Created SOP and claims process outlines for new trends on the platform USA and Europe Created workflow guidelines for new hires, for the USA and Europe territories Along with creating the KPI/Metrics for claims average touches per day of 20 cases closed from start to finish. Managed and monitored the handling of global escalated support tickets and prioritized responses Analyzed safety incidents to determine appropriate action items (written acknowledgment, behavior action) placed outbound phone calls as needed, account termination, appeasement, and submission as an insurance claim to necessary insurance per state/country regulations ) Communicated with external stakeholders such as police, mayors, city counsels, and community complainants corporations to resolve/permit public safety reports Drafted written and verbal follow-ups for unique claims and safety-related issues. Conducted an investigation into all accessible information (via Bird's internal systems and outside research) to gather relevant facts to help resolve safety issues and determine appropriate courses of action in conjunction with stakeholders Managed a remote Team of 8 - 10 SMEs Reduced our claims payout from 120% to 60% within first year 1/2, which saved the company over 450k a month in claims payouts, due to the investigation style of claim reviews I introduced. Global Trust & Safety Sr. Investigator II, 08/2014 - 07/2020 UBER, PHX COE
Lead internal/external investigations with high risk or complexity related to the business process, procedures, and policy Utilized Jira to maintain a workflow of special cases Conducted Investigations and apply appropriate techniques while compiling sensitive information (interviews, e-discovery, evidence collection) and make recommendations for solutions Communicated with key stakeholders while overseeing long-term, escalated cases with high media risk to ensure an efficient resolution Investigating, mitigating, and responding to over 100 + contacts a month relating to health & safety cases involving partners, riders, and third parties Subject matter expert and product developer for Uber for Business Health Safety cases and trained/overseen a team of 10-25 SMEs within this line of business. The training was done in various styles - side by sides - powerpoints - class room - or SME lead & Remote Maintained above standard KPI/Metrics within the company of 97% while maintaining 100% QA for the entire department. Completed daily Standard Compliance Audits with 99% accuracy every time. Awards White glove award for customer service Over and Beyond Award for Management/leadershipEDUCATION AND TRAININGMasters in Science & Business, Nursing, 05/2009Arizona State University (MB/MSN)ADDITIONAL INFORMATION Liaison for the leukemia and lymphoma society 2010/14- HIPPA Certified - OSHA Certified - ICD 9 & 10 Certified - Dean's List - Helping Hand achievement award for Teaching/Development - Over and Beyond award in COE Recognition |
