Catherine Acuna - Silvera

Strategic HR Leadership & Business Partnership

• Provides expert HR policy guidance and interpretation to ensure organizational compliance
• Establish a communication cadence with leaders of each business unit to understand the needs of each unit and how they tie into the overall needs of the business.
• Operate as a trusted advisor by using professional credibility and strong relationships with senior leaders to influence key priorities.
• Develop annual HR business plans for assigned business units with measurable KPIs
• Conduct monthly business reviews with senior leaders to track HR metrics and initiatives
• Present quarterly HR strategy updates to leadership teams
• Partner to design and implement organizational change that aligns with business objectives. Identify risks and develop mitigation strategies to ensure adoption.
• Establish a regular communication schedule with the leaders of each business unit to better understand their needs and how these align with the overall requirements of the organization.

People Development & Talent Management

• Conduct bi-weekly coaching sessions with managers and leaders
• Execute yearly talent reviews and succession planning meetings
• Manage annual performance evaluation cycles
• Implement targeted development plans for high-potential and challenged employees
• Review and approve compensation adjustments, promotions, and retention plans

Operational HR Management

• Lead complex initiatives where the impact is significant in supporting the client's needs. Initiatives include employee retention, talent assessment, succession planning, organizational design, compensation planning (equity, bonus, merit), and leadership development
• Review and approve personnel actions (promotions, transfers, terminations)
• Lead weekly HR operations meetings to address immediate employee concerns
• Oversee compensation review processes as necessary
• Monitor and maintain compliance with HR policies and procedures
• Conduct exit interviews and analyze attrition trends monthly

Employee Experience & Engagement

• Spearheaded annual employee engagement surveys
• Facilitate monthly town halls and leadership communications
• Develop and execute employee recognition programs
• Conduct monthly employee focus group discussions
• Create action plans based on engagement survey results and monitor results to ensure business success.

Organizational Development

• Spearheaded global initiatives and organizational restructuring projects as needed.
• Conduct monthly workforce planning reviews
• Design and execute change management plans for major initiatives
• Review and optimize organizational structures as needed

Cross-functional Program Management

Coordinate with:

• Recruitment teams on hiring plans for floatings, internal transfers, etc.
• Learning & Development on training programs (HR related training courses)
• Total Rewards on compensation plans, market adjustments, merit increase, variable pay, etc.
• People Services/Manage Services on goverment and company related benefits, employee verification, final pay, etc.
• Timekeeping team on payroll disputes, compensation audits, etc.

Data Analytics & Business Intelligence

• Spearheaded HR data collection and analysis for strategic decision-making
• Created and refined dashboards and metrics for organizational performance monitoring
• Conducted in-depth research and analysis for actionable project insights
• Resolved data discrepancies ensuring information accuracy and reliability

Systems & Technology Management

• Maintained and enhanced HR systems for robust reporting capabilities
• Implemented new HR programs and systems across the organization
• Proficient in Microsoft Excel, Workday, Oracle PeopleSoft, iCIMS
• Leveraged technology solutions for HR process excellence

Stakeholder Communication & Reporting

• Communicated complex data findings to stakeholders effectively
• Authored comprehensive reports and delivered persuasive presentations
• Engaged with management on project scopes and recommendations
• Facilitated new hire benefit sessions and employee education

Benefits Administration & Compliance

• Managed healthcare plan operations and benefits administration
• Delivered support for government-mandated benefits through ticketing system
• Upheld Data Privacy and Protection Guidelines
• Streamlined benefits paperwork processes for maximum efficiency

Process Improvement & Team Development

• Led continuous improvement efforts in HR processes
• Provided mentorship to new team members
• Contributed to daily HR operations across multiple functions
• Optimized operational workflows for enhanced efficiency

• Proven talent acquisition specialist with a track record of building optimal workforces and matching businesses with ideal candidates.
• Expert in sourcing top-tier talent using a variety of platforms including Monster, CareerBuilder, ZipRecruiter, Dice, Indeed, and LinkedIn.
• Proficient in utilizing Applicant Tracking Systems (ATS) such as Brassring Kenexa, Talent Cube, People Capital, and Bullhorn to streamline recruitment processes.
• Skilled in conducting thorough phone screenings to assess candidate qualifications, availability, and salary expectations.
• Acted as a pivotal liaison between prospective candidates and hiring managers, ensuring smooth communication and process flow.
• Implemented strategic recommendations for expanding candidate pools and refining recruitment tactics based on market analysis.
• Successfully managed recruitment for major accounts including Kohls and Nissan North America, demonstrating versatility and industry adaptability.
• Consistently met and exceeded Service Level Agreement (SLA) targets with an average of 3 candidate submissions per day and 15 weekly, maintaining 100% quality standards.
• Delivered exceptional results with a monthly Gross Profit Margin (GPM) of $12,000, showcasing strong financial and operational recruitment acumen.

• Expertly managed customer support for all account aspects under limited supervision, ensuring comprehensive service delivery.
• Diligently updated and maintained customer account records on mainframe database systems.
• Engaged in extensive interaction with customers, providing high-level service and support.
• Conducted in-depth interactions with Healthcare Professionals nationwide, addressing medical coverage queries via telephone.
• Clarified and communicated patient benefits, including plan coverage, discounts, and exclusions, while adhering to HIPAA regulations.
• Efficiently processed claims and adjustments for Healthcare Professionals.
• Investigated and resolved claim-related issues, applying sound judgment and payment dispute resolution skills.
• Mentored and assisted junior representatives, enhancing team expertise and performance.
• Consistently delivered exceptional customer service, showcasing keen attention to detail, adaptability, and problem-solving prowess.
• Resolved service issues by identifying problems, offering effective solutions, and ensuring timely corrective actions to guarantee customer satisfaction.
• Demonstrated excellent communication skills, fostering strong relationships with colleagues and stakeholders at all organizational levels.

• Leveraged outbound telemarketing expertise to cold call and convert prospects into customers through persuasive communication.
• Conducted pre-interviews for home-based applicants, provided training support, and served as a Subject Matter Expert (SME) with minimal supervision.
• Performed market surveys, meticulously documenting interactions and sales details for strategic follow-up.
• Tailored sales scripts dynamically to resonate with individual needs and interests, enhancing customer engagement.
• Engaged with U.S. residents via telephone to promote and secure sales for various services.
• Delivered compelling sales presentations from scripts, emphasizing product benefits to encourage purchases.
• Clarified service offerings, event specifics, and terms, ensuring customer clarity and satisfaction.
• Managed customer journey from initial booking to post-event follow-up, maintaining strong client relationships.
• Applied strategic marketing tactics to optimize sales processes and achieve targets.