OPERATIONS & HR LEADERSHIP
Makeda D. Duncan
I lead at the intersection of empathy and efficiency, proving that a high-engagement culture is the fastest route to high-impact ROI.
Career Experience
VISION STATEMENT
Strategic Operations leader with 20+ years of experience transforming organizational culture and driving enterprise-level efficiency.
ABOUT ME
Enterprise ROI Architect: AI Strategy & People-First Operations
I am a performance-driven leader with a career built on the belief that people development is the primary lever for business success. From managing large-scale resort operations in the hospitality industry to leading strategic portfolios within CVS Health, I have consistently delivered high-impact results in complex environments.
My expertise lies at the intersection of Data Storytelling, Change Management, and Agile Execution. Whether I am scaling $1B in operational savings or coaching C-suite executives, my goal is always to foster environments that cultivate creativity and strategic action.
Operational Scale & Efficiency
Proven track record of identifying and scaling over $1M in efficiencies annually and managing projects with $1B+ in product waste savings.
Transformative Culture & L&D
Expert in designing learning solutions that drive performance, including increasing Retail Customer Care NPS by 64 points in just six months.
Strategic People Leadership
Experienced in managing diverse teams of 12 to 100+ colleagues, consistently maintaining engagement scores 10–20 points above company averages.
QUANTIFIED IMPACT
Product Waste Savings Managed
NPS Point Increase in 6 Months
Reduction in LOA Occurrences
Points Above Avg Engagement
CAREER JOURNEY
20+ Years of Progressive Leadership
Sr. Manager HR Learning & Development, Portfolio Ld.
CVS Health — Specialty, Omnicare, Retail, & Caremark
Led enterprise-wide HR and operational strategy across a multi-site specialty pharmacy portfolio. Drove $1B+ in product waste savings, elevated NPS by 64 points in 6 months, and reduced LOA occurrences by 75% through targeted culture and process transformation.
Manager, Learning & Development
CVS Health — Mail Order & Omnicare
Designed and deployed enterprise learning programs across mail-order and long-term care pharmacy divisions. Developed C-suite coaching curricula and onboarding frameworks that measurably improved engagement scores 20+ points above company averages.
Learning & Development Consultant
CVS Health — Specialty & Caremark
Oversaw multi-store retail operations and people strategy, managing teams of 50+ colleagues. Implemented workforce planning and performance management systems that drove consistent above-average customer satisfaction and retention outcomes.
HR & Operations Director
Starwood Hotels & Resorts — Westin · Sheraton · Hyatt
Managed large-scale resort HR and operations across flagship Starwood properties. Led talent acquisition, employee relations, and culture programs for 100+ team members in high-volume luxury hospitality environments, building the people-first foundation that defines my leadership style today.
Early Career — Hospitality & People Leadership
Hyatt Hotels & Resorts
Began a distinguished career in luxury hospitality, developing a deep foundation in guest experience, team development, and operational excellence. These early years instilled the empathy-driven leadership philosophy that has guided every role since.
CORE COMPETENCIES
Skills & Expertise
Operations Leadership
- Process Optimization
- Workflow Redesign
- Cost Reduction Strategy
- Cross-Functional Alignment
- Agile Execution
- Project Management
HR & People Strategy
- Talent Acquisition
- Performance Management
- Employee Relations
- Succession Planning
- Compensation & Benefits
- HRIS Systems
Change Management
- Organizational Transformation
- Stakeholder Engagement
- Communication Planning
- Resistance Management
- Culture Shift Programs
- Change Readiness Assessment
Learning & Development
- Curriculum Design
- Leadership Coaching
- C-Suite Development
- Onboarding Programs
- NPS Improvement
- Training ROI Measurement
AI & Digital Strategy
- AI Workforce Integration
- Digital Transformation
- Automation Strategy
- Data-Driven Decision Making
- Tech Adoption Programs
- Future-of-Work Planning
Data & Analytics
- Data Storytelling
- KPI Development
- Engagement Analytics
- Operational Dashboards
- Workforce Metrics
- Predictive Insights
Proficiency Highlights
Additional Competencies
LEADERSHIP PHILOSOPHY
I believe that operational excellence is a byproduct of psychological safety and clear strategic enablement.
"When people feel safe to speak, lead, and grow — organizations transform."
My leadership approach is built on three unwavering commitments:
1. Purpose-Driven Performance
I don't just manage tasks; I manage purpose. By connecting every team member's daily output to the broader organizational "North Star"—like the $1B in product waste savings we achieved—I foster an environment where initiative is the norm, not the exception.
2. Radical Data Transparency
Effective leadership requires data storytelling. I lead by making metrics visible and actionable. Whether we are facing a -4 NPS or celebrating a 60+ score, I believe in using data as a tool for coaching and growth, rather than just reporting.
3. Cultivating "Culture Architects"
My goal is to develop leaders who can lead without me. By focusing on C-Suite development and culture transformation, I ensure that the improvements we make—such as a 75% reduction in LOA occurrences—are sustainable and scalable long after the initial project ends.
COMMUNITY & VOLUNTEER WORK
Giving Back & Leading Beyond the Office
United Brachial Plexus Network
Southwest Region — Social Chairperson
Makeda.Duncan@UBPN.orgAs a Social Chairperson for the UBPN Southwest Region, I organize community events, peer support gatherings, and awareness initiatives for families and individuals affected by brachial plexus injuries. My role bridges the gap between medical resources and the human connection that families need most. This cause is deeply personal to me — my youngest daughter, Qiyana, was born with a brachial plexus injury, and it is her strength and resilience that inspire everything I do in this community.
- Coordinates regional meetups and family support events
- Builds peer networks for patients and caregivers
- Raises awareness for brachial plexus injury resources
- Fosters an inclusive, empowering community culture
Mentorship & Coaching
I actively mentor emerging HR and operations professionals, particularly women of color navigating corporate leadership paths. I am committed to paying forward the guidance that shaped my own career.
Workforce Development Advocacy
I advocate for equitable workforce development programs, partnering with community organizations to create pathways for underrepresented talent into corporate leadership roles.
People-First Initiatives
I volunteer my time and expertise to non-profit boards and community programs focused on mental health in the workplace, employee well-being, and inclusive organizational culture.
"Leadership doesn't stop at the office door — it lives in every community we touch."
— Makeda D. Duncan
Let's Connect!
Available for executive level opportunities in Operations and Human Resources