Nov 2021 – Jan 2024 · 2 yrs 2 mos · Austin, Texas, United States

• As the Director of People Operations, I led a global team of 125+ managers, specialists, and agents for a Fortune 500 technology company with ~27K employees across 4 regions. I brought the People Operations vision to life through planning, execution, and operational excellence. With a focus on continuous improvement through technology, I designed and developed the HR support model. Additionally, I managed and influenced stakeholders to drive alignment with the HR Service Delivery model.
• ► Lowered average case resolution time by 30% (cases via email by 40%+), reduced the triage response team from 7 to 3, and improved CSAT from 3 to 4.5 by introducing skill-based routing, stabilizing and optimizing the ServiceNow case management system, and leveraging machine learning to automate categorization and assign cases to the appropriate teams.
• ► Enabled business continuity, increased capacity, generated cost savings, and improved employee experience by launching Tier-1 support in LATAM, expanding the support model by building the infrastructure, transitioning work from the US to LATAM, and building a team in Costa Rica to support employees in Spanish and Portuguese.
• ► Introduced quarterly business reviews (QBRs), scorecards, a kaizen framework, and a standardized intake framework, transitioning work into the People Operations team to streamline operations and scale processes. Identified opportunities for self-service, reducing turnaround time by 50% through content updates and the sabbatical process by 75% via automation.
• ► Centralized and streamlined HR Compliance to decrease fines and improve delivery of audit requests by 75%. Evaluated the current state of the compliance function, designed intake of compliance/audit activities through ServiceNow, and created metrics to effectively track and measure compliance activities.

Oct 2016 – Oct 2021 · 5 yrs

• I was promoted to manage a global team of ~50 supporting 26K+ managers and employees within a Fortune 500 payment services corporation, including supporting annual reviews and compensation planning for the company. I oversaw global Tier 1 support, onboarding, offboarding, data management, benefits, I-9 and severance administration, audits, and record management while assessing delivery model, talent, and technology to meet evolving business needs. Additionally, I drove proactive demand planning to establish utilization of HR Shared Services resources and partnered with the tech teams to build scale through automation by leveraging technology.
• ► Secured ~$300K in headcount savings over 2 years by improving 30+ global processes, driving efficiencies.
• ► Contributed to successful mergers and acquisitions (M&A) integrating HR operations and onboarding ~1.5K employees.
• ► Streamlined audits and compliance by creating a 4-member Program Delivery team.
• ► Selected for an expatriate assignment in London, overseeing day-to-day operations of Employee Relations and Analytics teams in Europe. Launched a workforce plan for Europe to address the challenges of headcount tracking. Operationalized HR service delivery to align with global HR processes and to drive scale through automation.

Oct 2013 – Oct 2016 · 3 yrs

• Recruited to manage HR operations, I led 35 employees in ~90 locations supporting ~10K employees, including learning and development (L&D) logistics support, recruiting coordination, onboarding, and data and records management. I leveraged the case management system to optimize intake, managed ongoing training and development, and introduced metrics to track operational health.
• ► Built HR Service Delivery Model from the ground up in < 10 months, securing $500K in annual savings. Created the vision, oversaw staffing, transitioned work into the model, and implemented a case management system.
• ► Headed multiple technology implementations, including onboarding module, case management, IVR, and phone support.
• ► Developed transition capabilities and integrated 60+ processes across 30 countries from COEs and HRBPs.
• ► Expanded HR operations into new sites and locations worldwide, including India and Manila.

Aug 2010 – Oct 2013 · 3 yrs 2 mos · Austin, Texas Metropolitan Area

• I was promoted to lead a global team of 8 supporting 10K+ employees across 30 countries within a Fortune 500 multinational semiconductor company. During this time, I operationalized EMEA payroll, benefits, and other global HR processes and created training programs to drive standardization.
• ► Triggered significant cost savings by repatriating services from a vendor-based model to an in-house model.
• ► Reduced expenses by transitioning 90% of HR processes into shared services from various global HR teams.

Dec 2007 – Aug 2010 · 2 yrs 8 mos · Austin, Texas Metropolitan Area

• As an HR Shared Services Analyst, I generated and delivered monthly and quarterly HR reports and charts to HRBPs and senior leaders in the organization, highlighting headcount and attrition metrics.
• ► Launched HR Shared Services and implemented case management to deliver standardized service globally; designed protocols, metrics, and scorecards to measure volume, service level agreements (SLAs), and customer feedback.
• ► Repatriated services from the vendor-based model to an in-house service delivery model.
• ► Prior to AMD, I served in the following capacities:
• Payroll & Onboarding Manager | Australia New Zealand Bank (ANZ)
• HR Portal Administrator (Contractor) | Intel Corporation
• Management Consultant | EmPower Research Inc.
• Teaching Assistant | Arizona State University - W.P. Carey School of Business
• Front Office Agent | Pointe Hilton of South Mountain
• Associate Professor | Welcomgroup Graduate School of Hotel Administratio