Marsha Vanzie-Greise

Led, developed, and implemented innovative and comprehensive human resources management architecture and functions for SDVOSB cybersecurity startup organization that serves to frame and advance company mission and objectives. Key Responsibilities:

• Educate management on successful policy implementation and enforcement actions to prevent employee legal entanglements while building HR consulting capabilities focused on clients undergoing organizational change and development.
• Spearheaded change management practices to enable organizational effectiveness and incorporate diversity and inclusion strategy to foster culture of inclusion to maximize competitive advantage and skills of workforce.
• Systematically advise stakeholders on best practices for employee growth and productivity goals, consistently helping companies improve retention.
• Partner with leaders on HR and business functions using consultative approach to proactively identify and address issues and concerns.
• Contributed to client's speed of delivery in industry by recruiting staff in record time as key metrics for contracts leading to 35% revenue increase.
• Developed comprehensive new hire program and processes for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
• Communicate with hiring managers and contract program managers to ensure successful new hire onboarding transition and consult new hire throughout.
• Steered stakeholders on HR procedures and program development by devising performance evaluations, job descriptions and industry-standard salary ranges.
• Contributed to business and HR functions by identifying, prioritizing, and building organizational capabilities, behaviors, structures, and processes.
• Serves as project lead in managing company aligned total rewards and compensation offerings. Including project management of end-to-end processes of budgeting analysis, recommendations for structural adjustments, and managing third party groups to meet company key project deadlines.
• Established and implemented policies and procedures to use for recruitment, employee relations and benefits administration.

Provided visionary leadership for new complex ecommerce programs and technical projects for a specialty insurance organization offering warranty protection solutions for auto and consumer products. Key Responsibilities:

• Defined new program needs and internal operational responsibilities into detailed business requirements by working closely with stakeholders and external vendors on developing and executing successful B2B and B2C programs.
• Applied change control process to improve efficiency of production workflow procedure which reduced 86% of user errors.
• Nurtured positive relationships with key project stakeholders through steady communication and by creating plans that surpassed stakeholder's objectives to drive successful implementation and maximized profit margin.
• Researched and recommended new technologies and strategies for improving system performance by working closely with other departments to better understand product features and develop appropriate forums and training requirements.
• Identified and led strategies to reduce delinquent accounts, analyzing written-off accounts to drive additional recovery, and introducing settlement and hardship programs to increase delinquent customer response rates.
• Designed and interpreted scope of work for new initiatives, operational responsibilities, system design and functionalities requirements, and limitations to ensure program met stakeholder's objectives.
• Subject matter expert (SME) with new implementation, system integration, identifying root causes, and developing robust solutions for program initiatives and process improvements.
• Administered test plans with technology team to evaluate system proficiencies to comply with outlined business requirements and to ensure program is user friendly, bug free and meets stakeholders' objectives.
• Leveraged project management processes and tools to define and execute projects while collaborating with internal teams and external stakeholders to define and explore business challenges and creating technical roadmaps based on discoveries.
• Observed and analyzed user interface test plans and interactions to identify system deficiencies and competencies to comply with outlined scope of work to meet stakeholders' objectives. Managed administrative and daily program operations, complying with policies and regulations.
• Improved risk exposure by conducting ongoing analytical robust assessments to identify legal and regulatory compliance risk, and by steadily monitoring program and staff adherence to acquiescence and company policies.
• Addressed and resolved technical, financial, and operational problems by working closely with various internal and external stakeholders throughout program/project lifecycle.
• Developed requirements and standards to minimize regulatory risks and liability across programs.
• Maintained regulatory requirements for program probability and ensured ongoing efficient processes through audit compliance and by reviewing contracts and agreements to identify potential risks and ideal mitigation strategies.

Customer Service Manager, 06/2012 - 02/2015
• Established effective cross-functional teams on best practices and procedures, and coordinated daily activities including setting priorities and goals, periodic objectives, key milestones, and performance metrics to maximize productivity.
• Designed, administered, and supervised customer satisfaction contracts that elevated overall customer experience and increased customer satisfaction by 52%.
• Handled complaints and escalations, provided appropriate solutions and alternatives within suitable timeframes by using independent judgment to deescalate and resolve issues with integrity and professionalism.
• Successfully managed up to 50 customer service and in-bound sales representatives providing ongoing training and support while assessing program financial stability and working towards maximizing profits and minimizing expenses.
• Hired, onboarded, managed, and trained staff, established, and monitored goals, conducted performance reviews, administered staff development through in-depth trainings, workshops meetings, and other innovative learning opportunities.