Rasheeda Macon, MBA, SHRM-CP
Memphis,TN
Summary
Results-driven leader with a rich history of cultivating inclusive and productive environments and over 15 years of organizational leadership experience. Proven in developing strategic plans, fostering partnerships, and streamlining processes to align with overall business objectives. Passionate about coaching and development, excelling in building and guiding teams towards continuous growth, empowered contributions, which emerges solid individual contributors, equipped leaders, and high performing teams.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Director- Diversity and Inclusion
Frontdoor, Inc
12.2022 - Current
- Responsible for formulating and implementing Frontdoor's diversity and inclusion strategy, overseeing initiatives and ensuring effective execution
- Cultivate positive relationships with key collaborators in Talent Acquisition, Talent Management, Product & Engineering, Sales & Marketing, among others
- Creation of D&I Dashboard to utilize data analytics to identify and prioritize opportunities, supervise tailored action plans
- Embed D&I into the employee life cycle, from recruitment to retention, through collaboration with cross-functional leadership
- Provide thought leadership on culturally specific D&I practices for global adaptability.
- Work closely with organizational leadership and board of directors to guide operational strategy.
- Lead Frontdoor’s Associate Resource Groups and strategy, offering direction on events, initiatives, coaching to ARG leaders, and ensuring efforts foster sense of belonging and community among employees.
- Implementation of leadership development programs emphasizing inclusive leadership practices.
- Conduct equity analyses, identifying biases and recommending corrective actions for enhanced inclusivity.
- Partner with Learning & Development in the planning and delivery of high-quality training programs, such as building awareness & mitigating bias.
- Determine resources, and vendors for implementation- identify, vet, and secure vendors for organization learning (Cohorts, executive coaching, strategy)
- Creation of new D&I survey strategy, achieving 80% favorability for 2023.
- Establish and lead D&I Council in partnership with CPO for feedback, resource-sharing, strategy updates, event coordination, and goal measurement.
Operations Manager
Frontdoor, Inc. (formerly ServiceMaster)
01.2014 - 01.2022
- Managed operations team leading 150+ frontline associates and supervisors
- Ensured continuous review and analysis of processes and procedures to implement operational improvements, in order to enhance efficiency, decrease resolution cycle time, and increase customer satisfaction
- Responsible for driving achievement and delivering exemplary performance of assigned goals and key performance indicators
- Communicated real-time business updates, trends, and performance to company stakeholders at all levels
- Explored feedback given by customers, associates, contractors, and support ops to ensure operational goals for cycle time and customer experience are validated and matched customer expectations
- Provided guidance and strategy for re-launch of internal customer service software; resulting in positively contributing to associate productivity and company's financial performance by 1.4 million within 12 months
- Frontdoor D&I Council founding member focused on creating an inclusive workplace and increasing engagement, while identifying ways to enhance business performance and reputation
- Spearheaded efforts for creation of Associate Resource Groups at Frontdoor
- Served as mentor within AHS Mentorship program, grooming high potential associates for their next career move
- Partnered with BPO peers -IQor and Alorica (Philippines- Manila and Davao) to provide training resources, share best practices, and leverage resources to ensure seamless delivery of service to customers, contractors, and internal partners
- Engaged with legal operations and product managers to ensure contract language and processes upheld service commitments and made recommendations for gray areas
- Served in dual role of Ops Manger and D&I advocate 5/22-12/22
Supervisor
American Home Shield Home Warranty- ServiceMaster
01.2008 - 01.2014
- Recruited, interviewed and hired yearly to maintain adequate workforce and ensure all hiring needs are met according to budget, job fit, and volume projections
- Responsible for all aspects of people management; performance reviews, corrective actions, and administration of terminations (including participating in unemployment hearings)
- Spearheaded the involvement of remote contact centers to company D&I initiatives, which included organizing involvement and communications
- Served as Diversity and Inclusion leadership liaison for Contact Centers
- Assessed and directly impacted an average of $1.6 Million in contractor/claim payouts per month while monitoring cost per calls and cost variance
- Assumed full responsibility for direct reports, with teams up to 20 associates (in house and home-based agents) with obligation to provide support to upward of 200 associates at any given time
Education
Master of Business Administration- Marketing -
University of Phoenix
Columbus, GABachelor of Science- Business Administration/Consumer and Industrial Marketing -
University of Alabama
Tuscaloosa, ALSkills
- Strategic Planning
- Inclusive Workplace Development
- Data-Driven Decision-Making
- Partnership Building
- Customer Relationship Management
- Cross-functional Collaboration
- Communication and Training
- Operational Efficiency
- Associate Engagement
- Change Management
- Talent Development and Leadership
- Creativity and Innovation
Certification
- Diversity and Inclusion for HR, Cornell University, 2022-04
- Bank of American Institute for Women’s Entrepreneurship – Women’s Entrepreneurship Certification, Cornell University, 2019-03
- SHRM-CP - SHRM Certified Professional
Specialized Training
- 4DX (Disciplines of Execution)
- Foundations of Leadership
- Application of Leadership
- Situational Leadership
- Betterworks-OKR Master
- Development Dimensions International
Timeline
Director- Diversity and Inclusion
Frontdoor, Inc
12.2022 - Current
Operations Manager
Frontdoor, Inc. (formerly ServiceMaster)
01.2014 - 01.2022
Supervisor
American Home Shield Home Warranty- ServiceMaster
01.2008 - 01.2014
Master of Business Administration- Marketing -
University of Phoenix
Bachelor of Science- Business Administration/Consumer and Industrial Marketing -
University of Alabama
- Diversity and Inclusion for HR, Cornell University, 2022-04
- Bank of American Institute for Women’s Entrepreneurship – Women’s Entrepreneurship Certification, Cornell University, 2019-03
- SHRM-CP - SHRM Certified Professional
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