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Employee Relations Customer Service

Location:
Scottsdale, AZ
Posted:
October 10, 2019

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PROFILE

Skill/Talent:

Ability to exceed customer service standards

Communicates a compelling message combined with brand standards, customized to audience

Keen understanding and practice of caring for people

Consummate team player

Attention to details

Serves as change agent to organizations in transition and growth

Passion for service

Builds supportive professional relationships with stakeholders and customers

Influences and inspires team members to attain personal and business goals

Provides operational solutions

Inspires a fun work environment while taking duties seriously

PROFESSIONAL EXPERIENCE

CANYON RANCH, CORPORATE OFFICE, TUCSON, ARIZONA

Director, Global People Development 5/2015 to 2019

Designed, developed and implemented learning plan for prestigious wellness organization. Developed leaders and guest service experts in multiple US and Global locations. Facilitated programs and certifications to improve leadership, engagement, tenure, and mentoring capabilities. Provided coaching, mentoring and 360-degree feedback for customized development plans for 100 leaders. Designed branded recruitment approach, day one orientation i.e. Discovery: Day One and Discovery: Beyond; onboarding day two through 45 days. Provided change management support in operational change. Development of culture changing companywide recruitment process for leader and non-leader job openings.

Performed needs analysis for all leadership learning needs

Designed webinars and on-line teaching methods to facilitate learning programs on topics such as recruitment, leadership development, respectful workplace practices and onboarding

Introduced guided change process to reorganized departments

Trained 500+ colleagues in an orchestrated effort of change targeted at reducing turnover

Created an onboarding process designed to reduce turnover in a system wide approach

Mastered and certified in Franklin Covey, Ken Blanchard and Emotional Intelligence leadership development programs

Managed new hire orientation and up to 90-day onboarding process

Evaluate and measure training effectiveness with goal of continuous improvement

Created leadership performance improvement plans with 100 leaders

Designed TalentFinder10+ system wide recruitment talent acquisition process for sales, leaders, and hourly positions

Reduced turnover from 50.3% to 23% in two years

Curriculum design for specific learning needs

BANNER HEALTH, CORPORATE OFFICE, PHOENIX, ARIZONA

Director, Organizational Effectiveness 6/15/2013 to 5/2015

Delivered consulting partnerships, offering support to improve performance, goals and objectives with cross-functional teams throughout the system. Performed as change management thought partner for major healthcare initiatives.

Designed organizational practices to increase RN satisfaction,

Performed as highly requested thought partner and coach

Involved stakeholders in system wide change solutions

Lead Inspiring Change team, facilitating change leadership webinars on a monthly basis

Developed as a Certified Coach, completed certification through Adler Coaching Program

Designed innovative training initiatives and coursework delivered both in classroom and on line

Designated Western Region consultant, offering: C Suite Effectiveness, Emotional Intelligence coursework, coaching, action planning, performance improvement plans associated with deficient VOICE scores, Performance Management training, Navigating the Future, leadership webinars, Situational Leadership II, Work Effects, and more

Designed and facilitated culture work associated with mergers and acquisitions of UA Medical Center

Coached Physician teams to improve humanistic behaviors and improve patient satisfaction scores

Change champion for system wide improvement teams including reduction in emergency room wait times, improvement in patient satisfaction scores, etc.

Served as team member to improve service standards to exceed patient expectations

Operated as a consultant for the design and integration of a 30-60-90-day onboarding prescribed process

Operated as an OD consultant for opening first Banner pharmacies throughout the system

Conducted research to determine how to entice RNs to apply for leadership openings

Moseley & Company LLC, Consulting Company, Scottsdale, Arizona

President 2009 to 2013

Provided for Phoenix Home and Garden, Phoenix Magazine, Symbius Medical and Coaching Clients

Designed recruiting practices for placing entry level sales to Executive level sales and General Managers

Executive Coaching for Improved Performance

Operated as change partner for organizational and people transition

Delivered Sales and Executive Training

Implemented first ever Performance Management program

Provided business and leadership development solutions in transition times

Strategy and Business Planning facilitation

Employee Relations Improvement

Customer Service audits and customized training

Teambuilding with increase in VOICE scores by 25%

Certified as Master Facilitator

Designed and rolled out system wide programs, built to last

Noble Investment Group, LLC, Atlanta, Georgia 2007 to 2009

Regional Resource to Field Operations

Managed HR, Coaching and Training function for various temporary assignments

Implemented internal customer satisfaction process including survey development for team member, leaders and executives; leading department development plans with measureable results based on survey feedback, co-facilitating sales training and coaching sales leaders at hotel property level

Performed as location Human Resources Director for three hotels

Coached under performing General Managers to improved leadership performance

Interstate Hotels & Resorts, Arlington, Virginia

Senior Vice President, Learning and Human Resources 2005 to 2007

Managed Human Resources function for 200+ independently operated, select service, full-service hotels and a corporate office with 35,000 associates

Managed 25 HR professionals representing compensation, benefits, recruitment, OD & L, training, employee relations, office staff, administrators and an HR council consisting of 12 hotel HR Directors

Selected and trained Service Champions representative at each of our premier hotels

Tiburon Hospitality Management, Carefree, Arizona 2002 to 2005

Vice President of Performance

Coached General Managers to improved performance

Developed and integrated Service Excellence system wide program reflecting service standards for a small portfolio of hotels

Performed oversight of HR functions including compensation, benefits, employee relations, learning and development and recruiting

Recruited top level executives’ company wide

FORMER ADJUNCT PROFESSOR AT NYU HOSPITALITY COLLEGE, NEW YORK CITY

Master’s Program, Hospitality, Marketing, Human Resources, Quality 2009 to 2011

EDUCATION

Grand Canyon University, Ken Blanchard College of Executive Leadership

MBA with Leadership emphasis, 2012

University of Arizona

BSBA

CERTIFICATIONS

ADLER COACHING CERTIFICATION WITH EMPHASIS ON CHANGE LEADERSHIP

SITUATIONAL LEADERSHIP II

EMOTIONAL INTELLIGENCE

DISC

THE INNERVIEW

HUDSON 360

ADDIE INSTRUCTIONAL DESIGN METHOD

COVEY LEADERSHIP SERIES

PHILANTHROPIC

SERVE AS BOARD MEMBER FOR THE PANGEA NETWORK AND YOUNG WOMENS LEADERSHIP COUNCIL IN KENYA. WE PROVIDE MICRO LENDING OPPORTUNITIES FOR COOPS, HELPING WOMEN BUILD BUSINESSES.



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