PROFESSIONAL EXPERIENCE
Experience at PwC
MANAGER - AUTOMATION ADOPTION & DIGITAL LAB GOVERNANCE
Automation Adoption & Training - Program Management - Digital Governance Leader
Primary focus is to increase automation adoption and knowledge throughout all Business Services (internal facing) Teams at PwC in US & MX (~7,000 staff).
Program Manager for Automation Champions program, creating and hosting monthly meetings for the group to provide training, insights into new tech, and create a community.
Manage automation intake process and review for new automation on the firms internal automation site (Digital Lab) for Business Services Organizations.
Build and maintain Visualizations/Reporting for business unit leaders to help tell their automation story (Tableau & Power BI) and identify trend and opportunities for their team.
Automation Consultant to internal teams. suggesting ways they can streamline processes and save time with automation.
Facilitate training sessions to internal teams to teach ways they can use the different automation tools and resources at the firm.
Member of the Women in Technology (WiT) program, joining meetings with the community as well as planning of WiT events. Lead the Networking planning committee for Fall Fest, a 2 day event with 1500 global registrants, 20 breakout & panel discussions, and 25 leader networking sessions.
SENIOR ASSOCIATE - PEOPLE OPS
Oversaw offshore provider team performance in execution of contact center strategy (workflow and resource management, quality control, etc.) to maintain consistent service delivery.
Teamed with other Senior Associates to identify and implement process improvement opportunities through brainstorming sessions.
Maintained and created new product knowledge base and training materials as required, working with other functional teams.
Utilized knowledge from Digital Academy and other resources to automate tasks internally, as well as submitting to the Digital Lab.
Developed Bot for all staff to use to determine holiday hours balance that is published in the PwC Lab with over 20,000 runs. This also resulted in an opportunity to travel to PwC Experience center and share my success story in a video as part the new Virtual Digital Academy
Created Call me maybe Bundle in the Digital Lab to house all automations related to the ECC's scope of support to help decrease ECC volume while promoting the adoption of the Digital Lab
PwC Mexico HC Support Project: Team Knowledge Lead for implementation of HR Shared Services support for PwC Mexico Firm. Created 100+ knowledge documents and 5 training decks.
Worked with Mexico HC teams to lead process design sessions for phase 2 implementation of support. In result, created new training and knowledge documents to then travel to Manila, Philippines and train Provider team on new scope.
Create and present monthly operational dashboard to Mexico Stakeholders to communicate progress in metrics/adoption and suggest process improvement opportunities
Tour of Duty for 3 months:
Responsible for upskilling and enabling People Ops in Citizen Led and Citizen+ automations to promote the Your Tomorrow strategy
Personally Upskill in automation technologies such as Alteryx. Tableau, etc. to be able to support the members People Ops (business analytics badge in progress).
Provide assistance or consultation to troubleshoot and resolve technical obstacles with automating processes or looking to create a new automation
SPECIALIST - RECRUITMENT & ONBOARDING
Processed interview scheduling requests for the US firm which includes standard requests, expedites, and multiple candidate interview days.
Managed daily workload by prioritizing interview requests to ensure the 24 hour SLA is met.
Managed all Tour of Duty & Global Mobility requests, which includes meeting with our GM Stakeholders to provide information on our volume with our recent Go-Live of August 2017.
Managed all Canada interview scheduling escalations and oversee scheduling process performed by Offshore.
Reviewed knowledge documents with the goal of standardizing content and simplifying to make it more easily understood by the audience.
Managed event creation in Yello as a subject matter expert, which is the base of the interview schedules.
Offshored the Event Creation process to TCS by conducting virtual trainings and re-vamping training materials.
Processed quality control audits to ensure team is meeting standards to provide the best candidate experience.
Quickly trained additional resources in the expedite process in effort to reduce turnaround time due to high volume.
Assisted with RPA (robotics process automation) tasks and work with Infosys when needed.
SPECIALIST/CONTRACTOR - PEOPLE OPS
Responsible for handling employee (all US PwC (50,000+ staff)) and candidate inquiries for PwC’s policies related to onboarding, learning and development, Talent Exchange, non-healthcare related benefits such as sabbaticals, education reimbursement, vacation/holiday balances, HR policies, performance appraisal database, and all other general human resources inquires via phone and chat.
- Managed the Onboarding inbox daily for inquiries from new joiners as well as recruiters.
Ran daily reports for Onboarding welcome calls, onboarding independence, and monitor voicemail inbox.
Conducted HR training for new hires, as well as nesting and coaching the newly trained colleagues.
Developed process improvement material for Chat and Onboarding trainings that helped trainee’s handle workload alone post training.
Developed and conducted training for process and procedures for working the Onboarding Email Inbox.
Assisted the Standards & Processes team on an audit project for the Contact Centers Onboarding knowledge documents.
WORK EXPERIENCE OUTSIDE PWC
HR Manager @ Purple Square Mgmt
HR Generalist @ MedPartners
HR Intern @ Ideal Image
HR Assistant @ The University of Tampa