Arsenio Foster
Henderson,NV
Summary
Highly effective management professional emphasizing innovation and creativity in solving complex problems. Energetic and results-focused with success in developing and leading diverse teams to achieve outstanding results.
Overview
14
14
years of professional experience
Work History
Global Senior Manager, Employee Experience
IntouchCX
Las Vegas, NV
07.2018 - Current
- Developed comprehensive employee relations programs and initiatives to increase organizational engagement.
- Collaborated with executive leaders to establish useful implementation of employee relations programs and initiatives.
- Establish and implement departmental policies, goals, objectives, and procedures, conferring with organization officials, and staff members as necessary
- Evaluate performance with key metrics (employee experience, campus mood score, VOE/VOA, etc.)
- Help improve program performance/attendance and launch incentives to measure success.
- Created and implemented forward-thinking initiatives to improve employee engagement.
Employee Relations Manager
24-7 Intouch
Clearwater, FL
06.2014 - 07.2018
- Involved in day-to-day operational activities around recruiting and training at the site level
- Managed the recruiting team, training department, & the Rewards, Events & Recognition Coordinator (R.E.R)
- Review recruiting performance daily to ensure hiring minimums are being met & generate a smooth onboarding process
- Conduct coaching triads with transition team's TL and provide appropriate feedback to OMs
- Oversee all attrition's in conjunction with H.R.
- Coordinator to create a game plan that supports operational goals, specifically around attrition and in driving positive call behaviors.
Team Leader/Supervisor
24-7 Intouch
Frisco, TX
10.2012 - 06.2014
- Oversaw team of 15-20 employees to ensure customer satisfaction goals were consistently met
- Initiated operational improvements to impacting overall team productivity
- Improved team functionality and service capacity by resolving customer complaints efficiently and quickly
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Assisted the training team with coaching and developing new hire employees
- Performed Customer Service Interactive (CSI) with potential new hires and provided feedback.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Sr. Pharmacy Technician
ST. Jude Children's Hospital
04.2010 - 10.2012
- Directly supervised 15 Pharmacy Technicians, interns, and support staff while on duty
- Described medication to customers and accurately explained details while maintaining up-to-date knowledge of store/pharmacy policies regarding payments, returns, and exchanges
- Worked as a team member performing cashier duties, product assistance, and cleaning while providing excellent customer service.
- Communicated with prescribers to verify medication dosages, refill authorizations, and patient information.
Sr. Pharmacy Technician
Walgreen's
02.2009 - 10.2012
- Directly supervised 8 Pharmacy Technicians, interns and support staff while on duty
- Helped achieve pharmacy business objectives by increasing sales and gross margins by 15%
- Assisted other pharmacy staff with drug inventory, purchasing, and receiving
- Receptively answered customer questions and helped locate desired items in the pharmacy
- Worked closely with Pharmacy Care Representatives (PCRs) in providing excellent patient care.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
Education
Master of Science - Pharmaceutical Sciences
The University of Texas At Arlington
Arlington, TXBachelor of Science - Pharmacology
University of Memphis
Memphis, TN06.2011
High School Diploma -
Tupelo High School Tupelo
05.2007
Skills
- Managing Employee Relations
- Cisco Call Manager
- Business Performance Management
- Configuration and Management
- Administration and Reporting
- Business Analysis
- Cross-Functional Team Management
Timeline
Global Senior Manager, Employee Experience
IntouchCX
07.2018 - Current
Employee Relations Manager
24-7 Intouch
06.2014 - 07.2018
Team Leader/Supervisor
24-7 Intouch
10.2012 - 06.2014
Sr. Pharmacy Technician
ST. Jude Children's Hospital
04.2010 - 10.2012
Sr. Pharmacy Technician
Walgreen's
02.2009 - 10.2012
Master of Science - Pharmaceutical Sciences
The University of Texas At Arlington
Bachelor of Science - Pharmacology
University of Memphis
High School Diploma -
Tupelo High School Tupelo