Summary
Overview
Work History
Education
Skills
Websites
Affiliations
Applications
Platforms
Hardware
Timeline
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Aphrodite Aguirre

The Colony,TX

Summary

Experienced Training Specialist with 15-year record of success in company and software instruction. Focused on maximizing employee performance, team productivity and quality assurance with effective training programs. Looking to leverage 20 years in IT and HR to take on a dynamic role.

Overview

16
16
years of professional experience

Work History

Human Resources and Training Specialiat

Denton County Transportation Authority
04.2022 - 09.2023
  • Assist with various human resources management functions, including recruitment, candidate screening and selection, payroll and benefits, compensation, employee outreach and support, training development and presentation, employee relations, reporting, and records management
  • Enhanced employee performance by developing and implementing comprehensive training programs.
  • Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
  • Coached employees on various topics including conflict resolution, goal setting, and career planning to foster individual growth within the company.
  • Developed training handbooks, computer tutorials and reference materials.
  • Assessed additional needs based on training progress and collaborated with management to meet requirements.
  • Spearheaded updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.
  • Promoted a culture of continuous improvement by conducting regular follow-ups with trainees post-training sessions.
  • Streamlined onboarding process for new hires, resulting in reduced time to productivity.
  • Assisted in analyzing and assessing training and development needs for organizations, departments and individuals.
  • Prepared videos for online and remote instruction.
  • Conducted regular needs assessments to ensure alignment of training initiatives with organizational goals and objectives.
  • Responded to inquiries from callers seeking information.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Corresponded with clients through email, telephone, or postal mail.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Assisted in the planning of office events and meetings, ensuring smooth execution and positive outcomes.
  • Collaborated with management to improve internal processes and procedures for better workflow optimization.
  • Helped maintain office security by monitoring visitor access and issuing badges as needed.
  • Onboarding of new employees by preparing orientation materials and providing guidance on company policies.
  • Organized, maintained and updated information in computer databases.
  • Routed incoming mail and messages to relevant personnel without delay.
  • Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
  • Compiled information from files and research to satisfy information requests.
  • Tracked important information in UKG spreadsheets and ran reports or generated graphs using data.
  • Reviewed and screened applicant resumes to identify qualified candidates.
  • Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
  • Managed benefits administration for company-wide staff, ensuring timely processing and accurate recordkeeping.
  • Conducted routine HR audits to ensure data accuracy in personnel files, payroll records, and benefit enrollments.
  • Administered employee leave requests in accordance with FMLA guidelines, maintaining compliance with regulations while providing necessary accommodations for staff members.
  • Facilitated smooth onboarding processes for new hires, leading to faster integration into the workplace culture.
  • Ensured compliance with federal, state, and local labor laws through regular audits and policy updates.
  • Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
  • Managed payroll processing and benefits to compensate employees for service rendered.
  • Enhanced employee satisfaction by implementing streamlined HR policies and procedures.
  • Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
  • Resolved employee complaints and grievances successfully through mediation and collaboration.
  • Led open enrollment periods for health insurance coverage options, assisting employees in making informed decisions regarding their benefits selections.
  • Provided support during organizational restructuring efforts, minimizing disruptions to daily operations while ensuring fair treatment of affected employees.
  • Developed and maintained positive relationships with external vendors, insurance providers and benefits administrators to establish trust and rapport.
  • Partnered with senior leadership to establish and develop corporate and HR policies and procedures.
  • Conducted workplace compliance training to reduce liability risks and operate effectively.
  • Coordinated employee training programs to boost skills development and improve overall performance.
  • Briefed job applicants regarding responsibilities, benefits and schedules to provide information regarding job specifications and logistics.
  • Implemented employee recognition programs, fostering a positive work environment and increased retention rates.
  • Analyzed turnover trends within the organization to proactively address potential issues affecting employee morale and job satisfaction.
  • Collaborated with department managers to identify staffing needs and create strategic recruiting plans.
  • Assisted employees in resolving conflicts through mediation services, leading to improved working relationships among team members.
  • Planned and managed recruitment activities for new hires using strategic personnel, staffing, and position management practices.
  • Analyzed and reported on employee turnover rates to determine root causes and make recommendations for improvement.
  • Developed and maintained relationships with external recruitment agencies to expand candidate pools for hard-to-fill positions, ultimately leading to successful hires.
  • Improved communication between management and staff by organizing regular town hall meetings and feedback sessions.
  • Reduced turnover rates by conducting thorough exit interviews and addressing employees'' concerns.
  • Performed budget analysis to control expenditures and predict future budget needs.
  • Collaborated with managers to identify and address employee relations issues.
  • Developed and implemented onboarding and orientation programs for new employees.
  • Created and delivered HR training sessions to staff, managers and executives.
  • Administered employee benefits programs and assisted with open enrollment.
  • Developed and monitored employee recognition programs.
  • Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
  • Advocated for staff members, helping to identify and resolve conflicts.
  • Improved office efficiency by effectively managing internal communications and correspondence.
  • Generated and analyzed reports to monitor employee engagement and attrition trends.
  • Pre-screened resumes prior to sending to corporate hiring managers for consideration.
  • Developed disaster and recovery strategy to prepare company for hazardous weather conditions, nuclear accidents and terrorist attacks.
  • Provided expert guidance on federal, state, and local tax laws pertaining to payroll, assisting both employees and management in navigating complex regulations.
  • Prepared detailed reports on various aspects of the company''s workforce compensation structure for senior management, aiding in informed decision making.
  • Streamlined benefits administration processes for increased efficiency and reduced errors.
  • Improved staff morale by implementing grade, salary and benefit programs in accordance with established standards.
  • Served as the primary point of contact for both employees and external partners regarding all aspects of company-sponsored benefit programs.
  • Managed annual open enrollment periods, ensuring seamless transitions between plan years for all employees.
  • Implemented new wellness initiatives to promote a healthier workforce, resulting in reduced absenteeism and increased productivity.
  • Educated employees on available benefits options through informative presentations, one-on-one consultations, and written communications.
  • Improved overall employee understanding of benefit options through targeted communication campaigns tailored to specific demographics.
  • Helped employees navigate the complexities of their retirement plans, ensuring they had a clear understanding of their investment options and contribution limits.
  • Coordinated leaves of absence requests according to FMLA guidelines while maintaining strict confidentiality of sensitive information.
  • Coordinated and conducted employee orientations to promote understanding of coverage and options.
  • Implemented open enrollment system to streamline benefits processes for employees.

CE Customer Service Rep 1

Waste management
04.2021 - 04.2022
  • Field customer service inquiries and handle customer service transactions independently and proficiently
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided primary customer support to internal and external customers.
  • Delivered prompt service to prioritize customer needs.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

HS Representative Helpline Specialist

Fema local hires
07.2020 - 03.2021
  • Maneuver within the FEMA/DHS database and conduct appropriate assessments on additional information or verification needed, attach incoming documents to case files as required for appeals and verification information
  • Increased customer satisfaction by addressing and resolving complaints promptly.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Enhanced company reputation by providing exceptional customer service and support.
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
  • Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
  • Communicated with clients and customers to gather, provide, and share updated information on products and services.
  • Increased customer satisfaction by addressing and resolving complaints promptly.

Program Manager

Psychemedics Corporation
04.2011 - 03.2019
  • Responsible for full-scope program management functions, office management, HR oversight, and IT management for both Dallas Office and Culver City, CA
  • Managed and supervised administrative and daily program operations, complying with policies and regulations.
  • Established strong relationships with key stakeholders, ensuring support for program initiatives.
  • Developed strategic plans, setting clear objectives and achievable milestones for the team.
  • Managed cross-functional teams for successful project completion within deadlines and budgets.
  • Facilitated workshops and conducted one-on-one training to educate team members.
  • Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
  • Identified program obstacles and communicated possible impacts to the team.
  • Met with project stakeholders regularly to assess progress and make adjustments.
  • Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
  • Delivered high-quality results by setting performance metrics and monitoring progress against targets.
  • Managed vendor relationships to ensure timely deliveries and adherence to contract terms for optimal results.
  • Collaborated closely with key departments to align technical initiatives with overall business objectives.
  • Drove successful product launches by coordinating with stakeholders, managing schedules, and mitigating risks.
  • Developed comprehensive training materials to support onboarding new team members quickly and effectively.
  • Successfully managed multiple simultaneous projects while adhering to strict deadlines for optimal progress tracking.
  • Interfaced with internal IT development teams to integrate new technologies, streamlining the use of existing systems to reduce operational timelines.
  • Collaborated with team to define and explore business challenges, creating technical roadmaps based on findings.
  • Prioritized platform upgrades, considering both long-term and short-term return on investment (ROI) potential to maximize spending impact.
  • Regularly reviewed training materials and courses, adding updates to keep all information current and pertinent.
  • Developed and implemented curriculum and training materials appropriate for use at all skill levels.
  • Wrote and updated numerous online and hard copy training manuals used within the company and at remote offices.
  • Collaborated with stakeholders to transform client requirements into turnkey solutions.
  • Installed system updates to address vulnerabilities and reduce security issues.

Campus Technologist

Lewisville ISD
11.2007 - 04.2011
  • Conducted troubleshooting, repairs, and pertinent updates to warrant optimum productivity and seamless workflow
  • Coordinated inventory supplies and equipment to maximize team productivity.
  • Reduced downtime for critical systems through proactive maintenance and timely troubleshooting.
  • Managed large-scale technology projects from conception to completion, ensuring on-time delivery within budget constraints.
  • Delivered exceptional customer support by resolving technical issues promptly and effectively, leading to increased client satisfaction and retention.
  • Established a culture of continuous learning and professional development within the technology team, enhancing overall skills and capabilities.
  • Evaluated emerging technologies for potential integration into existing systems, keeping the company at the forefront of industry advancements.
  • Improved end-user experience with targeted training sessions and ongoing support, resulting in increased user proficiency and satisfaction.
  • Spearheaded the migration of legacy systems onto modern platforms while minimizing disruptions to daily operations.
  • Enhanced system performance by implementing innovative technologies and optimizing existing processes.
  • Modified, maintained, or repaired electronics equipment or systems to achieve proper functioning.
  • Attended training committees that wrote training modules for equipment operation and testing.
  • Trained new system users and employees in classroom type sessions to promote useful system knowledge and operations expertise.
  • Updated hardware and software platforms by implementing automation and efficiency improvements.

Education

Human Resources Management Certificate - Human Resources Management

HRCI Learning Center
Online Course
06.2024

Technical Support Fundamentals Certificate - Information Technology

Google
Online Course
07.2020

Human Resources Certificate - Human Services

Cornerstone
Online Course
08.2019

Bachelor of Arts - Psychology

Ashford University
Clinton, IA
04.2012

Skills

  • Talent Acquisition & Retention
  • Diversity & Inclusion
  • Communications
  • Compensation & Benefits
  • Employee Relations
  • Change Management
  • Performance Management
  • Culture Management
  • HRIS Technology
  • Wellness Leader
  • Onboarding
  • Training & Development
  • Customer Service
  • Technology Support
  • Flexible & Adaptable
  • Problem Solving
  • Meticulous
  • Project Management
  • Administrative Operations
  • Training Evaluation
  • Virtual Training
  • Training delivery
  • Cross-cultural Training
  • Job training
  • Online training experience
  • Performance Assessment
  • Project Implementation
  • Onboarding Programs
  • Technical training
  • Business Administration
  • Employee Development
  • Recruiting
  • Human Resources
  • Coaching and Mentoring
  • New hire on-boarding
  • Needs Assessment
  • Program implementation
  • Training material updates
  • Verbal and written communication
  • Program Management
  • Employee Coaching
  • Leadership training
  • Performance Evaluation
  • Staff development plans
  • Presentation
  • Coaching and Development
  • Program Monitoring and Tracking
  • Orientation and Onboarding
  • Leadership Development
  • Class Scheduling
  • Public Speaking
  • Attention to Detail
  • Employee Interviewing
  • Critical Thinking
  • Virtual Learning Management
  • Database Management
  • Group Instruction
  • Relationship Building
  • Compliance Training
  • Employee Performance Reviews
  • Documentation and Recordkeeping
  • Team Exercises
  • Teamwork and Collaboration
  • Quick Learner
  • Computer Skills
  • Multitasking and Organization
  • Goal-oriented mindset
  • Interpersonal and Social Skills
  • Outstanding communication skills
  • Research and analysis
  • Microsoft Office Suite
  • Presentations
  • Data Management
  • Project Support
  • Scheduling
  • Administrative tasks
  • Telephone Etiquette
  • Administrative Support
  • Meeting Coordination
  • Spreadsheet tracking
  • Records administration
  • Clerical Support
  • Supply Restocking
  • Billing and coding
  • Quantitative skills

Affiliations

  • SHRM
  • HRCI
  • Technology

Applications

  • Vector Enhanced
  • Master Edit
  • Map It
  • CS - Client Services
  • Lotus Notes
  • FedEx
  • UPS
  • Microsoft Office Suite: Access, Excel, Word, PowerPoint, Outlook, Publisher
  • Adobe Photoshop
  • Bluetooth and Wi-Fi
  • IE
  • Microsoft Edge
  • Google Chrome
  • Firefox with plug-ins
  • Dreamweaver
  • Proprietary Education Programs
  • MHS
  • Peachtree
  • Nexus Memo
  • Vurv
  • Spectra Med
  • AMS 360
  • SnagIT
  • IdentaKid
  • Notebook (for Smartboards)
  • Magic (Purchasing/Work Orders)
  • GOTO Meeting
  • Zoom Meeting
  • Kronos (UKG)
  • Google Docs
  • Skyward
  • Adobe Acrobat Pro
  • WebTA
  • CPM3
  • Microsoft Teams
  • CAAG
  • MAS
  • Wave Maps
  • WM Connect
  • OPUS
  • Avaya Phone Agent
  • Interactive Workspace
  • Sales Force

Platforms

  • Windows
  • Mac iOS
  • Apple iOS
  • Android

Hardware

  • LifeBook
  • Gateway
  • Dell
  • HP Laptops
  • Desktops
  • Tablets and Notebooks
  • Smart Phones
  • Microsoft Surface
  • GPS Devices
  • Handheld Scanners
  • Zebra Label Printers
  • Portable Data Storage Drives
  • CD/DVD Burners/Printers
  • Printers-Copier/Scanners-Fax
  • Kodak Image Scanners
  • Pitney Bowes Postage systems
  • Laminators
  • Smart Boards
  • Sentos Handhelds
  • Aver Vision and Digital/Video/HD Cameras and Projectors
  • Multi-Line Phone Systems
  • Airliners
  • Tru Touch Alcohol system
  • Calculator (10-key by touch)

Timeline

Human Resources and Training Specialiat

Denton County Transportation Authority
04.2022 - 09.2023

CE Customer Service Rep 1

Waste management
04.2021 - 04.2022

HS Representative Helpline Specialist

Fema local hires
07.2020 - 03.2021

Program Manager

Psychemedics Corporation
04.2011 - 03.2019

Campus Technologist

Lewisville ISD
11.2007 - 04.2011

Human Resources Management Certificate - Human Resources Management

HRCI Learning Center

Technical Support Fundamentals Certificate - Information Technology

Google

Human Resources Certificate - Human Services

Cornerstone

Bachelor of Arts - Psychology

Ashford University

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Aphrodite Aguirre