Summary
Overview
Work History
Skills
PREFERRED QUALIFICATIONS MET
Timeline
Generic

Alicia Pugh

Bentonville,AR

Summary

Dynamic and purposeful professional with 19+ years of progressive leadership experience across operations, strategic execution, and business transformation at Walmart. Proven success in aligning cross-functional teams, integrating complex systems, and driving enterprise-level initiatives that enhance scalability and operational continuity. Adept at translating strategy into actionable plans, leading end-to-end transitions, and delivering sustained process improvements. Seeking to advance impact by contributing strategic leadership in enterprise integration and CES capability scaling.

Overview

20
20
years of professional experience

Work History

Operations Manager II

Walmart
07.2023 - Current
  • Led enterprise-level integration workstreams for high-volume contact center transitions across Fuel, HBA, and Specialty segments.
  • Delivered KPI reporting aligned with CES health metrics, including C-SAT and Quality scores, to track roadmap milestones and flag readiness risks.
  • Partnered with Tech, Product, and Segment teams to assess platform adoption, optimize resource alignment, and define capability needs.
  • Developed and implemented scalable SOPs, comms templates, and process maps to ensure continuity post-go-live.
  • Managed multi-phase transitions involving workflow migrations, associate training, and system stabilization.
  • Served as strategic escalation point to reduce backlog and improve average issue resolution time by 15%.

Team Manager II

Walmart
08.2020 - 07.2023
  • Executed new contact center launches for core business segments, managing all elements of readiness including platform decommissioning and stakeholder coordination.
  • Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.

Team Manager I

Walmart
09.2016 - 06.2020
  • Directed implementation of contact center transitions within Insource and Digital Assets operations, emphasizing seamless execution.
  • Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
  • Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.

Assistant Business Manager

Walmart
02.2009 - 08.2016
  • Directed implementation of contact center transitions within Private Brands and Multichannel operations, emphasizing seamless execution.
  • Led team through platform migrations and new operating procedures while maintaining target performance standards.
  • Synthesized feedback loops to refine SOPs and minimize transition risks, contributing to improved stakeholder satisfaction.

Group Lead

Walmart
09.2007 - 02.2009
  • Coordinated business readiness efforts for frontline teams to align with production roadmap execution.
  • Supported cross-segment integrations by mediating between operations and SME support to expedite issue resolution.

Call Center Agent I

Walmart
01.2006 - 09.2007
  • Delivered top-tier customer experience with consistent recognition for KPI performance.
  • Supported early iterations of CES-aligned operations by capturing critical feedback trends.

Skills

  • Enterprise Integration & Change Readiness
  • Cross-Functional Leadership & Stakeholder Engagement
  • Roadmap Execution & KPI Monitoring
  • Transition Playbook Development (SOPs, Templates, Comms)
  • Risk Mitigation & Governance
  • Operational Efficiency & Scalability
  • Program & Project Management

PREFERRED QUALIFICATIONS MET

  • Extensive experience in program management & transformation initiatives
  • Demonstrated ability for strategic, big-picture planning
  • Deep familiarity with CES-aligned operations and support models

Timeline

Operations Manager II

Walmart
07.2023 - Current

Team Manager II

Walmart
08.2020 - 07.2023

Team Manager I

Walmart
09.2016 - 06.2020

Assistant Business Manager

Walmart
02.2009 - 08.2016

Group Lead

Walmart
09.2007 - 02.2009

Call Center Agent I

Walmart
01.2006 - 09.2007

Similar Profiles

CREATE PROFILE