Catalina Muñoz
Summary
Human Resources Specialist with over 5 years of experience in multinational environments. Proven expertise in customer service, logistics, and as helpdesk analyst. Demonstrated ability to enhance employee engagement and streamline HR processes.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Employee Services Specialist
British American Tobacco
02.2022 - Current
- Handled employee inquiries regarding benefits, leave policies, and workplace policies, ensuring a smooth and positive experience.
- Focused on delivering outstanding support to end-market and numerous teams in relation to an array of HR-related concerns.
- Coordinate pre-employment and medical checks, liaising with healthcare providers, and tracking results.
- Validate and verify employee documentation for onboarding, internal transfers, and ensuring compliance with company policies and legal requirements.
- Experienced in employee lifecycle support, document verification, and coordination with internal and external stakeholders.
HELPDESK ANALYST
FEUJI INC
02.2016 - 11.2018
- Supported Sales department with vendor setup initiative, preparing clients for imminent business operational shifts.
- Collaborated directly with channel customers to facilitate required documentation for business transactions
- Evaluated, validated, and adjusted extensive customer master data documents to enhance company database
CUSTOMER SERVICE REPRESENTATIVE
TELEPERFORMANCE COMPANY
01.2015 - 12.2016
- Managed high-volume inbound calls to address customer inquiries and concerns.
- Resolved customer issues efficiently, escalating complex cases when necessary.
- Trained new employees on call handling procedures and company policies.
- Dedicated to offering client assistance via calls, chats, and emails using CRM ticketing (Salesforce), requiring strong multitasking and typing capabilities every day.
Education
High School Diploma -
Colegio Nuestra Señora
Basic Computer And Office Software Course -
INA
Conversational Portuguese -
ITB
Skills
- Attention to detail
- Team collaboration
- Problem solving
- Document verification
- Time Management Skills
- Organizational Skills
- Effective communication
Languages
Portuguese
Professional
English
Professional
Certification
- BELT English Certification
- Continuous Improvement Kaizen Certification
Tools
- Success Factors
- SAP
- Service Now
- Salesforce
Timeline
Employee Services Specialist
British American Tobacco
02.2022 - Current
HELPDESK ANALYST
FEUJI INC
02.2016 - 11.2018
CUSTOMER SERVICE REPRESENTATIVE
TELEPERFORMANCE COMPANY
01.2015 - 12.2016
High School Diploma -
Colegio Nuestra Señora
Basic Computer And Office Software Course -
INA
Conversational Portuguese -
ITB
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