Adriana Villalobos
Rockville,MD
Summary
Dedicated to enhancing employee engagement and customer satisfaction by fostering open communication and setting clear goals. Effective collaboration leads to the successful integration of diverse skills, contributing to a thriving workplace culture and improved customer relations.
Overview
27
27
years of professional experience
Work History
Customer Success Lead
iCertainty, Inc.
03.2025 - Current
- Developed customer training programs, facilitating in-person and virtual workshops for new and existing clients to enhance product adoption.
- Cultivate enduring positive customer relations through effective communication & professional rapport.
- Work closely with Sales and Executive Teams to share customer insights that inform them of additional products & services.
- Collaborated with customers to deploy operating systems and configure software and hardware, ensuring optimal system functionality.
- Monitor system performance & proactively address potential issues.
- Delivered ongoing support and troubleshooting for installed systems, maintaining high customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified the needs of customers promptly and efficiently.
Human Resource Manager
ACM Services, Inc.
06.2022 - 01.2025
- Manage talent acquisition and recruiting by posting job advertisements, managing career websites, supporting the candidate screening process, conducting interviews, and managing new employee onboarding and safety orientation process.
- Addressed employee complaints and partnered with management to resolve employee relations issues, providing guidance on company policies and procedures and advising on disciplinary actions.
- Collaborated with department managers to conduct worker reviews and implement employee recognition programs, enhancing team morale and performance.
- Facilitated exit interview process to gather feedback and insights for improving employee retention strategies.
- Work with Safety Manager to investigate and manage worker compensation cases.
- Implement and monitor company policies and procedures.
- Processed weekly payroll and certified payroll to ensure timely and accurate employee compensation.
- Managed and processed paid time off requests to ensure proper employee leave tracking.
- Responded to employee inquiries regarding benefits and payroll.
- Plan and execute special events such as team-building activities, employee recognition, holiday parties, organization-wide meetings, and other celebrations.
- Review, maintain and update employee handbook.
Office Manager
Peak Performance
08.1999 - 06.2022
- Oversee and manage onboarding processes and programs for the successful integration of new, transferred, or promoted employees.
- Facilitated human resources tasks including scheduling, payroll administration, and benefits programs to support employee needs.
- Managed & coordinated various office meetings and events.
- Maintained accurate and up-to-date employee records in both physical and electronic formats.
- Performed various administrative tasks, including answering phones, mail distribution, making bank deposits, and filing documents.
- Monitored inventory levels and ordered necessary office supplies to maintain productivity.
- Assisted management and senior admin personnel on special projects and tasks.
- Managed workers' compensation files including drug screening, initial investigation, incident reports, job site visits, and follow-ups for doctors’ appointments.
- Performed thorough background checks on candidates to verify qualifications for job assignments.
- Maintained, processed, and administered permits and licenses to ensure compliance with state laws.
Service Transaction Specialists
Wachovia Bank
01.2004 - 03.2008
- Provided exceptional customer service while analyzing trends and developing strategies to enhance the bank's performance.
- Processed customer transactions accurately and efficiently.
- Maintained compliance with banking regulations and policies.
Skills
- Client Relationship Management
- Customer onboarding
- Customer training
- System configuration
- Problem-solving
- Conflict Resolution Skills
- Effective communication
- Detail orientation
- Adaptability
- Goal Motivated
- Team Player
- Positive mindset
References
Available upon request.
Languages
English
Full Professional
Spanish
Full Professional
Affiliations
- Food Enthusiast
- Coffee Aficionado
- Gardener
- Notary
Timeline
Customer Success Lead
iCertainty, Inc.
03.2025 - Current
Human Resource Manager
ACM Services, Inc.
06.2022 - 01.2025
Service Transaction Specialists
Wachovia Bank
01.2004 - 03.2008
Office Manager
Peak Performance
08.1999 - 06.2022