Phil Beaudoin

Work History

Head of Information Services & Technology

WellNow Urgent Care, The Aspen Group

Chicago, IL

02.2021 - Current

Partnering with Executive Team, including CEO, on development and maintenance of Information Technology strategic roadmap
Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
Increased team by over 1000% from 3 to over 35 team members to support hyper growth from 70 to more than 200 clinics
Created 4 distinct organizational pillars: Maintain the Core (Infrastructure and Support), Build the Future (Implementation and Special Projects), Deliver Insights and Automation (Data Operations) and User Journey (Clinical Applications and Employee Experience) to support organizational growth (tripling locations), expanding to new service lines and developing career paths for employee development and retention
Designed and deployed Telehealth carts to over 60% of our clinics to further reach of patients, speed up service and maintain availability for our communities during post pandemic staffing challenges
Led Digital Initiatives including rolling out 2000 digital signs, expanding virtual conference rooms to over 150 sites, and doubling security cameras to nearly 600 across all clinics without increasing cost through selection of right fit vendor partner and product
Successfully integrated 3 urgent care acquisitions totaling over 100 clinics in under 2 years
Introduced new products like Formstack and Monday to enhance organizational productivity through conversion of processes to digital formats that can be further automated and reported on for increased productivity and accountability through measurement of results
Delivered over 100 reports and more than a dozen dashboards to support operations and key business initiatives through our Data Operations team.

Head of Information Technology

Sears Hometown Stores

Hoffman Estates, IL

01.2019 - 01.2021

Led company’s separation from former organization while overseeing all aspects of day-to-day operations for software, network, telecommunications, hardware, and support.
Developed and managed product management roadmap to align with business strategic objectives
Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
Interacted and negotiated with vendors and contractors to secure products and services.
Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.

Director of Enterprise Applications and Services

Sears Hometown & Outlet Stores

Hoffman Estates, IL

09.2016 - 01.2019

Championed IT / Business Transformation from legacy to cloud-based systems including functional design, specifications, and deployment of NetSuite (Enterprise Resource Planning – ERP), UltiPro (Human Capital Management – HCM), JustEnough, JDA, Enterprise Communications Suite (ECS), Concur, JIRA, Adaptive Insights, Kyriba and Vertex systems
Spearheaded organizational change by leading the integration of Microsoft Office 365 and SharePoint systems, improving the customer experience by providing a smoother interface with easily accessible data
Facilitated the transition from manual to automated processes, designing and implementing all data architecture aimed at improving search engine optimization (SEO) of user data
Directed the implementation of a new identity management provider, enabling maintenance of existing LDAP system while supporting single sign-on and user/role provisioning for additional applications
Served on strategic procurement governance committee as IT representative to review/approve/consult on major initiatives before allowing them to proceed to Executive Board review

Director of Customer Experience and Communication

Sears Hometown & Outlet Stores

Hoffman Estates, IL

12.2011 - 09.2016

Led all call center support operations for more than 1,200 stores nationally, including designing, building and maintaining company portal and managing all internal communications for staff and stores
Implemented an improved Software-as-a-Service (SaaS) ticketing software, collaborating with vendors, and executing the transition that improved customer service, reduced costs, elevated customer satisfaction scores to 95%, and increased ticket closure within service level agreements (SLAs) by 7%
Developed survey tools to collect real-time customer feedback and enable field teams to easily submit requests and feedback via a mobile app.
Oversaw rapid growth of the contact center, including increasing staff from eight to more than 35 members, improving call metrics by 200%, and expanding online customer service capabilities.
Achieved year-over-year (YOY) savings of more than $1M via supply expense reduction initiative.

Director of Events Management

Sears Hometown & Outlet Stores

Hoffman Estates, IL

01.2013 - 02.2016

Orchestrated successful annual conference execution through leadership of a team exceeding 50 members including event planning leads, on-site support associates, vendors, business partners and hotel/convention staff
Mobilized events planning team to achieve more efficient results through use of SaaS products for task management, file sharing and communications and introduced state-of-the-art mobile app to event attendees and vendors launching new platform for expanding the reach of our conference and increasing engagement.

Internal Project Consultant

Sears Holdings Corporation

Hoffman Estates, IL

06.2010 - 12.2011

Elevated to responsibility of project manager for multiple business initiatives, including the development of workflow and workload management tracking processes
Created a reporting system that provided real-time reporting on project completion across hundreds of stores and projects, improving data availability and facilitating improved communication company-wide.

Store Process Manager

Sears Holdings

Hoffman Estates, IL

04.2009 - 06.2010

Developed, re-engineered and supported in-store pricing processes through operational procedure development, communications, training, and implementation for more than 1,000 stores nationwide.
Evaluated impact of process change on overall operation and determined return on investment.

National Human Resources Manager

Sears Hometown & Outlet Stores Inc.

Hoffman Estates, IL

12.2007 - 04.2009

Oversaw all aspects of Human Resources support through associate lifecycle for two distinct retail formats, managing HR support for more than 2,500 associates nationwide
Grew Outlet Store locations from 50 to more than 100 sites and expanded new format, Home Appliance Showroom locations from zero to 50 during tenure
Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
Monitored and handled employee claims involving performance-based and harassment incidents.

National Human Resources & Operations Training Mgr

Sears Essentials/Grands

Hoffman Estates, IL

01.2006 - 12.2007

Developed curriculum for 85 separate processes, leading training, and implementation of those processes through a staggered rollout approach over several months based on new store needs while recruiting, hiring, training, and onboarding a new team of 8 regional trainers to facilitate the training curriculum
Mentored 4 HR trainers through preparation and attainment of their Professional Human Resources (PHR) certification and promoted all team members to new positions at the time of reorganization.

Client Training Specialist

Sears

Hoffman Estates, IL

11.2004 - 01.2006

Developed sales process scorecards, deployed a point-of-sale system, and oversaw training for over 50 different processes, communicating cross-functionally to ensure company-wide compliance with new procedures.

Field Trainer

Sears Hometown Stores

Hoffman Estates, IL

06.2002 - 11.2004

Traveled nationally to conduct new store owner training, establishing operational guidelines and merchandising procedures that promoted positive communication with customers.
Developed more than 20 training guides and offered customized on-site training for store owners and their employees.

Human Resources Field Trainer

Sears

Atlanta, GA

03.2001 - 06.2002

Oversaw recruiting, onboarding, compensation, benefits, performance management and HR compliance processes across 400 locations in addition to managing more than 500 conflict resolution cases per month.
Transitioned compensation classifications to a data-driven process, collaborating with research and legal teams.

Summary

Overview

Work History

Head of Information Services & Technology

Head of Information Technology

Director of Enterprise Applications and Services

Director of Customer Experience and Communication

Director of Events Management

Internal Project Consultant

Store Process Manager

National Human Resources Manager

National Human Resources & Operations Training Mgr

Client Training Specialist

Field Trainer

Human Resources Field Trainer

Education

Master of Arts - Adult Education and Distance Learning

Bachelor of Science - Business Administration and Marketing

Skills

Additional Information

Software

Timeline

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