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OPERATIONS & HR LEADERSHIP
Makeda D. Duncan
Sr. Manager HR Learning & Development · Portfolio Leader
Professional Summary
Performance-driven leader with 20+ years of experience transforming organizational culture and driving enterprise-level efficiency across Fortune 500 healthcare and luxury hospitality environments. Expert at the intersection of Data Storytelling, Change Management, and Agile Execution. Proven ability to scale $1B+ in operational savings, elevate NPS by 64 points in 6 months, and build high-engagement cultures that sustain results long after the initial project ends.
Career Highlights
CVS Health — Specialty, Omnicare, Retail & Caremark
- Drove $1B+ in product waste savings through enterprise-wide operational strategy
- Elevated Retail Customer Care NPS by 64 points in 6 months
- Reduced LOA occurrences by 75% via targeted culture & process transformation
- Led AI workforce integration and digital transformation initiatives
CVS Health — Mail Order & Omnicare
- Designed enterprise learning programs across mail-order and long-term care divisions
- Developed C-suite coaching curricula improving engagement 20+ pts above avg
- Built onboarding frameworks measurably improving retention outcomes
CVS Health — Specialty & Caremark
- Managed multi-store retail operations and people strategy for 50+ colleagues
- Implemented workforce planning and performance management systems
- Drove consistent above-average customer satisfaction and retention
Starwood Hotels & Resorts — Westin · Sheraton · Hyatt
- Led talent acquisition, employee relations & culture for 100+ team members
- Managed large-scale resort HR and operations across flagship properties
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."
Core Competencies
Awards & Certifications
PMP Certification
Project Management Institute
SHRM PMQ
Society for Human Resource Management
2025 Long-Term Incentive Award
CVS Health
6× High Performance Award
CVS Health — Consecutive Years
Speaking & Community
Panel Moderator — Consero Forum
"Crowdsource Your Curriculum"
UBPN — Social Chairperson
United Brachial Plexus Network, Southwest Region. Organizes community events and peer support for families affected by brachial plexus injuries.
Testimonial
"Makeda has demonstrated exceptional capability in influencing business strategies, optimizing resources, and fostering professional growth, all while maintaining the highest engagement scores across her team."
Ashley Breedlove
Ld. Director, L&D · CVS Health