Kyra McDonald
Overland Park,KS
Summary
Multi talented Human Resources Executive offering 20 years of progressive experience in human resources, and contact center management. Strategic leader, decision-maker and problem solver. Communicates clearly and effectively while operating with strong sense of urgency. Demonstrated current working knowledge of federal, state and local regulations or laws.
Overview
24
24
years of professional experience
Work History
Global Operations and Process Manager
UPS Global Business Services
Overland Park, KS
08.2021 - Current
- Responsible for managing departmental operations of contact center as well as researching, developing and implementing improvements in end-to-end processes and programs.
- Create and execute action plans to ensure business goals are achieved related to contact center performance.
- Review operating plans to evaluate performance indicators.
- Create and execute cost, quality and production action plans to evaluate departmental progress.
- Perform crisis planning to develop contingencies and mitigate risk to UPS.
- Develop annual department business plans, cost analyses, and impact reports to support departmental operations.
- Manage resources and people processes to ensure day-to-day administration of processes and formal procedures.
- Holds others accountable to established performance levels to achieve individual and group goals.
- Increased team performance and SLA compliance by 60% from August 2021 to current.
- Coaches' others and provides on-going feedback and support to improve performance.
- Gathers and analyzes data to determine feasibility of possible process and system improvements.
- Collaborates with others to evaluate system impacts to new processes and provide system developers with feedback.
- Balances multiple projects and deployment schedules to meet stakeholder goals and expectations.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Developed processes to save on costs and prevent losses.
- Collaborated with cross-functional teams to align operations with corporate objectives.
- Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
- Enforced compliance with local, state and federal regulations and company standards.
Human Resources Business Partner
UPS Global Business Services
Overland Park, KS
05.1999 - 08.2021
- Provided Domestic and International HR support in areas of employee relations, strategic work alignment, recruitment and retention programs, compliance administration, effective performance evaluations, workforce management, health and safety initiatives, new hire and recurrent training plans, benefit and compensation coordination for 2500 internal employees.
- Managed Domestic and International HR personnel to support operational staff.
- Direct and advise all levels of management in matters of Company Personnel Policies and Procedures
- Facilitate compensation and benefit plan administration, including application of FMLA and ADA, to ensure consistent and appropriate execution of established UPS programs.
- Assists corporate departments in areas of Workers Compensation, Unemployment Compensation, and EEOC matters and guidelines.
- Establish, maintain and monitor monthly/annual recruiting/hiring, retention and attrition plans.
- Assures company compliance with employment, related to Federal and State laws, including EEO/AAP, OFCCP requirements and Labor Relations activity.
- Conduct quarterly meetings with selected vendors for staffing purposes to review process selection and quality of applicants.
- Develop, implement, maintain and monitor effective Employee Relations program.
- Provide feedback regarding health and safety trends monthly.
- Plans and directs implementation of department training and development programs through organizational needs analysis and management consultation.
- Delivers training programs to employees at all levels, including management training, team development and change management efforts.
- Assists in organizational development at center level.
- Updates management on promotions, transfers, terminations, disciplinary matters, and employee consultation.
- Maintains union-free environments through terminal training sessions for management and supervisors.
- Maintain internal auditing programs for operational facilities.
- Instrumental in development of quality initiatives for each facility.
- Coordinate monthly call calibrations, call quality reviews, and site assessments.
- Devised hiring and recruitment policies for 2500 employee company.
- Distributed employee engagement surveys to identify areas of improvement.
- Created and implemented forward-thinking initiatives to improve employee engagement.
Education
Master of Arts - Counseling Psychology
University of Missouri - Kansas City
Kansas City, MO05.1997
Bachelor of Arts - Psychology
University of Missouri - Kansas City
Kansas City, MO05.1993
Skills
- Customer and Vendor Relations
- Organizational Efficiency
- Microsoft Office (Word, Excel, Access, PowerPoint)
- PeopleSoft, Workday
- Global Recruitment
- Company Organization
- Human Resources Operations
- Performance Review Management
- Employee Feedback and Recognition
- New Employee Training
- Employee Retention
- Strategy Development
Timeline
Global Operations and Process Manager
UPS Global Business Services
08.2021 - Current
Human Resources Business Partner
UPS Global Business Services
05.1999 - 08.2021
Master of Arts - Counseling Psychology
University of Missouri - Kansas City
Bachelor of Arts - Psychology
University of Missouri - Kansas City
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