KEY ACHIEVEMENTS

Achieved customer experience score of 2% above plan by constantly monitoring customer response and adapting behaviors to deliver high quality client service.

Coached employees through difficult decision making scenarios by asking questions & assisting in analyzing the situation.

Continuously reviewed employee satisfaction survey results and implemented robust plans addressing areas of opportunity identified which resulted in employee engagement > 90%.

By efficiently managing P&L aspects it resulted in achieving ~99.8% of wages to plan and drove more than 102% sales to plan.

Improved organizational productivity by managing requisitions and recruiting top talent to fill multiple positions, including pharmacist as well as pharmacy and vision center managers.

Managed and conducted initial candidate outreach, screening, interview scheduling, conducting panel interviews, candidate selection, and feedback to applicants. 

Developed onboarding material package and process leading to a superior new hire experience.

Monitored and acted upon HR impacting KPI’s: attendance, FT/PT status, hours worked, and performance feedback & evaluations.

Conducted HR related investigations, including conflict resolution and violation of company policies & procedures, by compiling facts, taking employee statements, presenting and making recommendations to senior stakeholders, executing final case decisions, and closing cases with employees.

Improved employee behaviors and performance by conducting regular performance feedback sessions.

Led management team in continuous evaluation and implementation of talent management plans to build high performance culture.

Improved business operation KPI’s by analyzing, diagnosing, and remedying opportunities with the team.

Carried out internal compliance audits and re-trained employees to proactively manage discovered opportunities leading to improved future audit results.

Enhanced compliance standards by creating/delivering company-wide employee training in partnership with team members.

Collaborated with team members on creation of company culture behaviors. 

Developed team and improved communication and efficiency using tools, such as MS SharePoint, Teams, and Planner.