“It is better to lead from behind and to put others in front, especially when you celebrate victory when nice things occur. You take the front line when there is danger. Then people will appreciate your leadership.” —Nelson Mandela
I am most proud of the people I’ve had the privilege of leading, managing & mentoring. People are everything! You can have great tools, great product, but without great people you’ll fail eventually. It’s so fulfilling to develop leaders, see their talents shine, and watch them stretch and grow. To me, it’s such an integral part of being a leader to foster leadership excellence through a personal journey that explores values alignment, communication strategies, and sustainment tools.
I have over 15 years of global HR experience that encompasses all aspects of recruiting, labor law, compliance, negotiation, benefits, workers’ comp, payroll, onboarding & offboarding, retention, employee relations, training, and more. Very versed in working with HR tools such as SAP, Workday, ADP and more. Versed in labor law & compliance in all regions [EMEA, APAC, LATAM, NA]. To me, all employees are my customers, and I strive to always create a rich, engaging, and support filled environ for all. I like to steer the development of a customer-centric approach across the organization, including evangelizing, cheer-leading, challenging, influencing, mentoring and developing customer focused skills, tools, culture, frameworks and approaches throughout the company.
What do I look for in a potential leader? I seek how we can positively impact the organization and the customers we serve as the team is immersed in leadership, service, and employee engagement. Qualities that leaders need are intuitive, dynamic, collaborative, and grounded in here-and-now emotional intelligence. A positive self-starter who works well in a fast-paced, team-oriented environment and leads the business with new insight, techniques, and system solutions to drive business value. As first time leaders acquire leadership skills, and a leadership mindset, they’re in the mindfulness state of “being” as well as learning and “doing” – which I find incredibly impactful for these new leaders.
Leaders are on a never-ending quest for improvement, for innovation, for excellence. I love to develop naturally inquisitive teams that can incorporate data, trends, and anecdotal feedback for decision making. I thrive on supporting my team & leaders through motivation and personal development. I strive to establish a team ethos that supports Agile methodology to drive innovative solutions to analyze customer information & business intelligence. However, to me, it’s part of the heart of a team to ensure my leaders & future leaders also have empathy, and have the skills to build deep trust within their teams and throughout our customers & internal teams. I thrive on nurturing leaders to recognize & celebrate team and individual achievements, and to foster that sense of recognition and appreciation within their teams.
Leadership is about taking actions to create sustained, positive transformations within a company or team. I look to cultivate committed employees who strive to lead. Great leaders align their own vision with those of their business, and nurture ways for them to integrate with the entire business. I like to ensure there is focus on development for team members who are transitioning into leadership/ managerial role – as this can pay big, big dividends in the future. It’s not only key to build a bench for your business – it’s a vital part of building engaged team members who feel invested in the company’s success & future.
Leadership entails, culture, service, brand and innovation – all keys to sustained business excellence. Together, these experiences can forge an enduring bond between inspired leaders, motivated employees, satisfied customers, and an ability to continually grow the brand. I have proven people leadership experience, and demonstrated ability to motivate & develop a high-performing team. I embrace change – change is an exciting part of business. I inspire and lead my teams to welcome change, instead of fear it. I grow my Support teams to have confidence, patience, politeness, tact and diplomacy when dealing with difficult situations. They are there to continue the story for the customer, and for the brand. I have strong ability to evaluate and develop existing teams, and reshape it as necessary while mentoring and inspiring the team.
I strive to foster an environment for not only my Customer Experience team, but for the benefit all teams. I think bringing mindfulness to life is key in all initiatives. Getting buy in & alignment from teams on a vision, on a strategy, is a very fulfilling and exciting part of being a leader. I always seek for my teams to champion the customer, and challenge the status quo in order to develop new initiatives and shape business thinking. Some of the initiatives I’ve developed over the years to develop leaders include:
- Job Shadow Program
- Peer Mentorship Program
- Tech Lab for Discovery & Play, with crowdsourced Lab “Techs” to teach classes
- Created Career & Job Paths
- Curriculum Building
- Coaching thru Difficult Conversations
- Introduction to Finance & Budgeting classes
- Developing Problem Solving Teams: classes ,team events (Escape Rooms, Scavenger Hunts, Hack Days), to fun competitions that develop creative problem solving and team dynamic.
- Soft Skills: workshops, articles, training, and videos (feedback, coaching, conflicting personalities, etc.)
- Creating Visions for Recruitment
- Interviewing Success & How to Select the Right Skill & Culture Fit
- How to Create Mindful Team Building Events
- Global Marketplace: Global teams present & document topics or best practices on local markets, customer trends, and expectations on customer service
- Developing Continuing Education Right for Your Team
- Knowledge Virtual Scavenger Hunts
- Escalation Simulation Training
- Sandboxes for Business Analysis & Data Tool Use
- Creative Writing Classes
- Improv Activities & Visiting Improv Actors – to provide training for support teams to have confident abilities to be mindful, spontaneous & authentic
- The Art of StorytellingSpeakers
- Storytelling Workshops
- Partner Satisfaction Survey Program
- Special Assignments
While leading Support and Analytics teams for Netflix, I had the delight of mentoring 11 service representatives up to Supervisory positions, and 5 to Management positions.
While Director of Guest Experience at The Walt Disney Company, I spearheaded a program in conjunction with HR to create a Job Path Matrix, including horizontal & vertical career paths that crossed departments. Results: Successful role out of program and job descriptions led to 17 promotions within my Guest Experience team, including 2 leaders to Product Managers, and 1 team member promoted to QA Department.