Christina Allen
Lakeville,MN
Summary
Ambitious, hard-working, positive, and empathetic people leader and manager with over 10 years of successful experience. Strong background in client and customer service being detail-oriented and using data analytics to create and orchestrate personalized growth plans for individuals and teams. Combining inclusivity and expertise to navigate opportunities that build on skill sets to support the individual, team, and company in their goals, mission, and values.
Overview
12
12
years of professional experience
Work History
Manager of Talent Experience II
Chewy
Minneapolis, MN
01.2023 - Current
- Create monthly reports for senior management summarizing operational performance metrics.
- Coach, mentor and train team members in order to continuously improve performance.
- Owned and implemented the L&D program for interviewing behaviors, processes, and techniques to increase positive candidate experiences.
- Initiated new projects that resulted in increased productivity across all departments.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Analyzed internal and external feedback data to develop action plans for improving services offered.
- Collaborated with other departments to ensure timely completion of projects within budget constraints.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Enforced internal and external SLAs and resolved candidate and stakeholder problems to uphold quality service.
- Trained employees on additional job positions to maintain coverage of roles for all applications consistently used such as SmartSheet, ServiceNow, Greenhouse, UKG Ready (Kronos), and Workday.
- Established processes to ensure efficient workflow throughout the organization.
Manager of Talent Experience
Chewy
Minneapolis, MN
11.2022 - 01.2023
- Interview, hire, onboard, train, and manage approximately 20 Recruiting Coordinators responsible for ensuring candidate's experiences throughout the interview process at Chewy.
- Enhance team member performance through the use of strategic and tactical approaches, motivational coaching and training.
- Consult with stakeholders to further understand business requirements and inform pipeline development in Service-Now, Greenhouse and Workday.
- Engage and collaborate with cross-functional partners to coordinate development, assessment and succession strategies using Microsoft OneDrive tools, LucidChart, and SmartSheet.
- Conduct employee performance reviews and implement corrective actions to increase productivity using Workday platform.
- Implement policies plus standard operating procedures and manage quality, customer service and logistics.
- Use data and analytics to improve company processes for candidate experience specific to business vertical and department.
- Compile reports to provide upper management with accurate and useful information to impact future state operations.
People and Operations Manager
Stitch Fix
Minneapolis, MN
02.2021 - 06.2022
- Onboard, train and develop a team of 30 direct reports and a Team Coach to achieve company goals and meet required expectations for revenue and member subscriptions with a top-quality and level of Client satisfaction
- Create personalized and team coaching and recognition plans to drive high results utilizing KPI metrics and data analytics to ensure top-quality experience for Client/Customer's CPGs using Pathlight and Google Suite
- Deliver performance management strategies including but not limited to hiring, promoting, training, terminations, and disciplinary conversations
- Use data analysis to implement strategies when training team and region, forecasting effective future decisions and steps with eCommerce merchandise strategies and campaigns
- Communicate employee benefits, resources, pay changes, and work performance using Workday software
- Recruiting Regional Contact representative - designing and implementing innovative strategies to exceed company hiring goals and retain high performers, as well as creating and training leaders on interviewing strategies across regions
- Collaborate cross-functionally with business partners, key stakeholders, and department heads to cultivate connection and an inclusive community on various subjects
Operations Team Coach
Stitch Fix
Minneapolis, MN
12.2018 - 02.2021
- Review and audit behaviors attributing to performance opportunities being shown through a various data-analyzed metric readings
- Collaborate cross-functionally with managers to cultivate connection and an inclusive community
- Create and broadcast team and individual recognitions by utilizing data and marketing platforms (Canva, Excel, Pathlight)
- Organize and create training material to maximize productivity and efficiency for team and individuals
- Developed initiatives for process improvement and reviewed and assessed ongoing operations
- Built and developed employee talent to drive engagement, resulting in advancement within company
- Gathered and reviewed Client/Customer feedback to drive satisfaction and loyalty
Client Services Manager
360 Financial
Minnetonka, MN
09.2017 - 12.2018
- Lead and implement projects necessary to improve firm growth and functionality to better suit incoming and existing client needs
- Key contact and manger for 50% of the firm’s clients and all aspects of operations in respect to providing a high level of quality service
- Onboard and integrate new firm acquisitions into databases smoothly and accurately by inquiring all necessary information and documentation needed
- Process all financial forms available and requested through clearing firm of LPL Financial database and over 30+ additional financial data bases
- Create, analyze, and manage Excel Spreadsheet, PowerPoint, and Word documents for all firm assets (incoming and out-going) and necessary information
- Organize the preparation and production of customized, client specific information packages in response to Requests for Information (RFIs) and Requests for Proposals (RFPs)
- Get any necessary paperwork ready for client and/or advisor to establish a transaction of sorts (creating a new account, processing money, transferring accounts, etc.)
- Use multiple CRMs (Salesforce and similar) to conduct tasks and work flows to track information for clients, prospects, and service team
Client Service Associate
360 Financial
Minnetonka, MN
05.2016 - 09.2017
- Process all types of financial forms available and requested through clearing firm of LPL Financial database and over 30+ additional financial data bases
- Create, analyze, and manage Excel Spreadsheet, PowerPoint, and Word documents for tracking assets (incoming and out-going) and necessary information
- Organize the preparation and production of customized, client specific information packages in response to Requests for Information (RFIs) and Requests for Proposals (RFPs)
- Collaborated cross-functionally, remaining up-to-date on products, services and policies to inform clients
- Documented customer correspondence in CRM to track requests, problems and solutions
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities
Quality Assurance Team Lead
US Bank National Association
Richfield, MN
09.2014 - 05.2016
- Manage team in regards to analyzing and assessing mortgage loans (VA, USDA, First-time Home Buyer, PMI, etc.) ensuring errors are minimal
- Audit and ensure that government and conventional mortgage loans have been accurately closed; using multiple computer systems to verify that information has been satisfactorily fulfilled, allowing for the loans to be moved forward in the closing process
- Examine closed mortgage loans with a high attention to detail, distributing deficiencies to Title Companies, Mortgage Closers, and other loan officers to fix any inaccuracies
- Led and coordinated activities of quality control inspection department, verifying operational compliance with quality processes and procedures
- Open communication lines with Closers, Processors, Borrowers, and Title Companies using verbal/written communication to obtain the necessary documents in order to insure loans
- Keep up to date on proper application and understanding of internal and regulatory standards, guidelines, procedures, and training
Quality Analyst
US Bank National Association
Richfield, MN
08.2012 - 09.2014
- Audit and ensure that mortgage loans have been accurately closed; using multiple computer systems to verify that information has been satisfactorily fulfilled, allowing for the loans to be moved on in the closing process
- Analyze Veteran Affair (VA) and USDA Rural Development (Rural Housing) loans, assessing that they’ve been closed within government regulation standards
- Examine closed mortgage loans with a high attention to detail, distributing deficiencies to Title Companies, Mortgage Closers, and other loan officers to fix any inaccuracies
- Maintained quality assurance procedure documentation
- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas
Education
Bachelor of Science - Mathematics Education
University of Minnesota - Twin Cities
Minneapolis, MN06.2012
Skills
- Quality Assurance
- Problem Anticipation and Resolution
- Navigating Ambiguity
- Organization and Management
- Computer and Data Analysis
- Individual and Team Development
- Client Service Management
- Excellent Written and Verbal Communication Skills
- Efficient and Detail-Oriented
- Building Customer Trust and Loyalty
- Project Management
- Program Development and Leadership
- Cross-functional Team Management and Partnership Building
Timeline
Manager of Talent Experience II
Chewy
01.2023 - Current
Manager of Talent Experience
Chewy
11.2022 - 01.2023
People and Operations Manager
Stitch Fix
02.2021 - 06.2022
Operations Team Coach
Stitch Fix
12.2018 - 02.2021
Client Services Manager
360 Financial
09.2017 - 12.2018
Client Service Associate
360 Financial
05.2016 - 09.2017
Quality Assurance Team Lead
US Bank National Association
09.2014 - 05.2016
Quality Analyst
US Bank National Association
08.2012 - 09.2014
Bachelor of Science - Mathematics Education
University of Minnesota - Twin Cities
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