Alison Frey

About Alison Frey

Accomplished Director of Operational Support and Customer Experience Leader. Demonstrated success in advocating for client needs and providing operational expertise across all projects, driving organizational transformation. Strengths include strategic and operational approach to operations support and leveraging best in class processes to gain efficiencies in operations and customer relations. Recognized as a trusted advisor and leader; earned the reputation for outstanding customer service and operational efficiency delivered throughout progressively higher levels of responsibility across the organizational structure and positively impacting revenue generation.

Experience

1. Director, HR Solution Center

   MedStar Health

   Aug 2025 — Present · Washington, DC, US

   I lead enterprise-wide HR service delivery for MedStar Health’s associates across 10 hospitals, outpatient care locations, and diversified operations. My role centers on delivering exceptional associate experiences through a tiered HR Solution Center model, blending high-touch support with innovative solutions.I oversee HR service strategy, technology optimization, and continuous improvement initiatives, ensuring accurate and accessible information across platforms while managing a remote workforce with a strong focus on engagement and recognition.Recent achievements include:Implemented a new HR Service Delivery Model as part of MedStar’s HR Business Transformation, leveraging ServiceNow (Aug 2025) to streamline case management and enhance associate experience.Designed and launched a tiered support structure:• Tier 1 focused on First Contact Resolution (FCR).• Tier 2 handling strategic, complex services requiring collaboration with COEs, HRBPs, and managing transactions surrounding pay/promotion processes.Led RFP, design, testing, and implementation of ServiceNow; continue to drive HR service delivery optimization.Recognized as a case management expert, providing insight and leadership for enterprise-wide implementation efforts.Driving innovation with Agentic AI, leading the build of the first AI agent to transform HR service delivery.

Education

• Salisbury University

  BA, History

Skills

• Leadership Development
• Research
• Nonprofits
• Training
• Teaching
• Time Management
• Marketing
• Coaching
• Curriculum Development
• Event Planning
• Microsoft Excel
• Customer Service
• Tutoring
• Leadership
• Staff Development
• Strategic Planning
• Microsoft Office
• Sales
• Program Management
• Project Management
• Business Process Improvement
• Public Speaking
• Customer Relationship Management (Crm)
• Program Development
• Team Building
• Management
• Remote Team Management
• Operations Management