DEIRDRA GILLON MBA

480-***-**** linkedin.com/in/deirdra-gillon-8931302 ad3zx0@r.postjobfree.com

PROFESSIONAL SUMMARY

Accomplished and results-driven HR Strategist with over 17 years’ experience and substantial success in directing the centralization of large-scale operations in diverse sectors including industrial supplies, mining, financial services and healthcare. Applies clear direction and is experienced in HR system development, the recruitment and management of key talent, and the integration of acquired organizations. Streamlines operations to cut costs and enhance efficiency, designs, and delivers customized programs, and promotes data-driven decision-making. Develops collaboration at both team and organizational level, leverages strategic thinking to solve complex problems and inspires high performing teams to success. Committed to operational excellence.

CORE COMPETENCIES

Strategic Leadership

Shared Services Models

HR Management

Program Management

Finance & Budget Management

Customer Experience

Operational Excellence

Process Improvement/Automation

Strategy Development

Cross-Functional Leadership

Training Development & Delivery

Turnaround Strategies

Contact Center Operations

Team Management & Development

Negotiation

EMPLOYMENT EXPERIENCE

HealthEquity Tempe, AZ Aug 2019 –

Sr Manager, People Operations & Compliance

Responsible for planning, implementing and continuously improving Human Resources processes by collaborating closely across all HR and corporate functions across the organization (e.g. Payroll, IT, Finance, Accounting). Recommend and implement continuous process improvements and ensure compliance with policies and procedures across HR operational processes.

GRAINGER, INC. TEMPE, AZJun 2017 – Dec 2018

SENIOR MANAGER, OPERATIONAL EXCELLENCE

Oversaw the development of operational excellence capabilities and fostered a culture of continuous improvement across 3 National Contact Centers to enable the organization to exceed its goals and objectives. Defined project scope, identified objectives, led, and tested large-scale continuous improvement initiatives.

HIGHLIGHTS:

Formulated and implemented a strategic vision to align operational goals with customer requirements.

Guided the team and cross-functional Leaders in continuous improvement focused on enhanced efficiency.

Developed a successful team across National Contact Centers in Phoenix, Waterloo, Janesville, and Canada focused on the ‘One Grainger’ experience.

FREEPORT-MCMORAN INC. PHOENIX, AZJul 2012 – Jan 2017

MANAGER, HR SHARED SERVICE CENTER

Provided vision and leadership and planned and managed projects to ensure cost effective and efficient departmental operations to ensure the achievement of the current and future business needs of the HR organization. Oversaw all function-related activities within the scope of the Human Resources Service Center and directed six Managers and three individual contributors supporting centralized HR functions such as H&W, Disability Management and Retirement, as well as SAP data entry, HR Vendor billing, Quality Assurance and Training Metrics & Analytics. Maintained continuity and ensured the successful delivery of functional services to users throughout the organization and cultivated trusted relationships with HR constituents and the customer base. Recruited, trained, and developed a strong functional team, drove team building and succession planning initiatives and stayed abreast of vendor plans and their potential impact on current and future functionality. Used the Company HRIS to solve business challenges and improved the understanding of the capabilities of the HRIS. Negotiated priorities and support requirements with the IT department, functional on-site staff, and other stakeholders.

HIGHLIGHTS:

Recruited for expertise in the implementation of successful Shared Service models.

Built out the foundational structure, which included technologies such as Cisco, Case Management and Microsoft SharePoint.

Designed and implemented the employee portal FMCONNECT in Oct 2016 to enable access to HR content and self-service applications via mobile devices on and off the network and site hits increased 130% in one month.

Led the migration of thousands of documents from SharePoint 7 and individual share directories to a single central repository and created the governance model, security, search criteria and links to systems of reference.

Monitored call/ticket trends by mining site, call quality and post call survey data and conducted forecasts to mitigate spikes in monthly and quarterly volumes and developed metrics, KPIs and an HR dashboard.

Designed, implemented, and launched a new Enhanced Call Routing (ECR) phone system.

Transitioned the administration of Educational Assistance from an external vendor to internal support ($16M).

Implemented a New Hire and Continuous Learning Training Program for Tier I/II organizations.

CHARLES SCHWAB PHOENIX, AZMay 2011 – Jul 2012

DIRECTOR, HR SHARED SERVICES & STAFFING OPERATIONS

Directed operations at the HR Direct Call Center, which served as the first point of contact for current and former Schwab employees, contingent workers and vendors on employment, payroll, and benefits, as well as Company policies, procedures, and programs. Administered HR Benefit Programs such as the Service Award Program, SF Health Care Ordinance, Educational Assistance, Employee Referral Program, and Sabbatical & Time 4 Giving Programs. Partnered with internal departments such as Payroll, Benefits, Employee Relations, HRIS, and HR Generalists to ensure that service goals are met while focusing on opportunities to streamline processes and mitigate calls. Created forecasts of work volumes and calls based on trends, major initiative launches and other changes in the business, presented key metrics and data analysis associated with team performance and operational excellence to Senior Management and business partners and recommended pertinent actions to continuously improve the employee experience.

HIGHLIGHTS:

Established training for the team to achieve consistent process, performance standards, employee development and back-up coverage and provided coaching and motivation focused on service delivery excellence.

Identified and implemented best practices and continuous process improvements, which reduced operational expenses and enhanced the employee experience.

Led the Staffing Team to manage the workload effectively to ensure that service levels were achieved.

Managed and maintained employee files and executed a long-term plan to digitize the files.

Conducted an internal I9 review of active employee files and realized savings of $1.8M in potential Federal fines.

Developed Standard Operating Procedures for I9 audits and staffing operations and created a Business Partner guide for internal communications.

Designed a Call Monitoring form focused on the employee experience, instructional assistance, and clear, consistent responses.

Developed an HR dashboard that monitored call/ticket trends by enterprise, quality, and survey data, with forecasting to mitigate monthly/quarterly spikes.

Conceptualized an Individual /Team Scorecard for the measurement of performance against business goals.

Developed a tiered escalation model focused on same day resolution.

Created a knowledge base repository to house procedural materials, FAQs, and minutes of Team meetings.

Updated Manager checklists to streamline the on-boarding process for new employees and aligned New Hire material with Schwab Brand and state-specific content to enhance the on-boarding experience.

PLEIO HEALTH SUPPORT SYSTEMS PHOENIX, AZApr 2010 – May 2011

DIRECTOR, CALL CENTER & STRATEGIC ACCOUNTS - PLEIO HEALTH SUPPORT

Directed the Operations team, which comprised Team Leaders and Training Specialists, as well as Quality Assurance and Human Resources professionals. Reviewed the monthly payroll for accuracy, duplicative effort, and revenue to expense, edited and positioned all communications to clients and worked with clients to ensure client and patient satisfaction. Identified user needs, presented training, and provided consultative services to clients. Conducted strategic account reviews in order to assess performance and usage trends.

HIGHLIGHTS:

Established a Service Center for ‘At-home’ Agents in line with local, state, and federal laws and regulations.

Developed Standard Operating Procedures for all Operations positions to include Team Leader, Quality Assurance, Training, Administrative Support and Human Resources

Developed a Quality Monitoring process for consistent, ‘Best-in-Class’ service.

PFIZER ST. LOUIS, MODec 2003 – May 2009

SENIOR MANAGER, HR SHARED SERVICES

Recruited and staffed a bilingual organization for both exempt and non-exempt positions. Led the Quality Assurance, Training & Knowledge Management organizations and directed a team comprising 19 HR Specialists supporting Pfizer staff in HR policies and programs, Payroll, Disability and Educational Assistance for the US and Puerto Rico. Collaborated with Benefits Design, Compensation, and IT to develop policies, processes, and performance tools and to deliver training. Managed relationships with vendors, which included contract review, process improvement and service delivery and administered an Adoption Assistance program processing $500K annually.

HIGHLIGHTS:

Integrated the outsourced, decentralized Pfizer HR approach to a centralized service center following the acquisition of Pharmacia and developed and maintained departmental Standard Operating Procedures.

In sourced Educational Assistance from an external vendor and implemented an internal audit process.

Used Six Sigma to transition the $16M annual Educational Assistance program to an online program.

Designed and implemented quality metrics and directed a PeopleSoft training upgrade initiative.

Developed and implemented recognition programs, which included the popular Summer Hours initiative.

Developed an internal disaster recovery plan and integrated Puerto Rico in a bilingual operation.

Launched Documentum/RoboHelp and PS CRM Tools for a consistent employee experience.

Integrated Phone/IVR into a CRM tool for screen pop up and authentication.

EDUCATION

REGIS UNIVERSITY DENVER, CO

Master of Business Administration in Finance

COLORADO STATE UNIVERSITY FORT COLLINS, CO

Bachelor of Arts - History

TECHNICAL PROFICIENCY

Blue Pumpkin/Verint, Avaya CMS Supervisor, Envision, MS Office Suite, PeopleSoft, SAP, CRM, DMS, SnagIt, Captivate, RoboHelp, Cisco Supervisor, Virtual Observer, Medgate and MS SharePoint

VOLUNTEER EXPERIENCE

ST. LUKE’S HOSPITAL PHOENIX, AZJan 2010 – Jun 2010

VOLUNTEER

Assisted the HR Department with the compilation of monthly and quarterly new hire survey results.

Created a new database for future initiatives focused on employee satisfaction.

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