Cynthia Kosonen
HR Customer Success
Menifee,United States
Summary
Experienced professional seeking a remote position (work from anywhere), offering proven skills in human resources, customer relationship management, people development, project coordination, and technical expertise.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Project Coordinator
HRchitect, Inc.
06.2023 - 06.2024
- Coordinated four UKG PRO and WFM implementation projects across Canada, the UK, and the US. Position ended due to layoff prior to project completion.
- Provided weekly project status consultations, managed timelines and staffing resources, and maintained R/A/I/D logs and additional project tools.
- Supported clients with change management and best practices, closely collaborating with subject matter experts and Executive Relationship Managers to address client needs.
- Utilized Smartsheet, OpenAir, and Salesforce for project tracking and documentation.
- Virtual
Lead Customer Relationship Consultant
UKG Inc.
10.2022 - 06.2023
- Oversaw relationships with 40 HRIS customer accounts, managing annual recurring revenue between $700k and $1.5m.
- Delivered weekly consultations for case and project escalations, providing guidance on Payroll, Benefits, Tax, Time, and Talent issues.
- Advised clients on change management and best practices, in partnership with SMEs and Executive Relationship Managers.
- Worked daily in Salesforce, Gainsight, and Smartsheet.
- Approved and processed billing credits as requested.
- Lead major customer projects when standard project processes reached an impasse.
- Served as the primary advocate for customers.
- Virtual
Senior Business Systems Analyst
UKG Inc.
04.2021 - 10.2022
- Key Employee (July 2021 – October 2022): Solely managed consulting and project management for 20 remaining Recruitment customers.
- Directed Recruitment and Onboarding Classic upgrades to ensure seamless platform transition prior to product sunset in September 2022.
- Provided personalized service to high-profile clients, including airlines, insurance firms, global nonprofits, and technology organizations.
- Clarified technical terms and system functions for non-technical audiences, supporting third-party vendor integrations.
- Assisted customers in transitioning to iCIMS when needed.
- Utilized Salesforce and Smartsheet for project documentation.
- Facilitated knowledge transfer, leveraging deep UKG Pro knowledge, SQL, and migration tools with understanding of database structures (DB Mongo).
- Supported clients with Department of Homeland Security (E-Verify) set-up and training.
- Completed PeopleDoc training in Fall 2021.
- Virtual
Upgrade Specialist
Ultimate Software
02.2018 - 04.2021
- Managed over 15 transition projects per quarter, moving clients from Recruitment to Recruiting and/or Onboarding Classic to Onboarding.
- Worked with Enterprise and Mid-Market clients to ensure effective system transitions and product use.
- Provided best practices in recruiting and onboarding strategies.
- Focused on customer satisfaction, delivering tailored solutions.
- Assisted in change management during employee transitions.
- Worked with clients in Canada and the USA, pursuing opportunities to leverage GPHR certification internationally.
- Virtual
Senior Talent Support Specialist
Ultimate Software
07.2011 - 02.2018
- Supported clients across the Western US, Canada, and other regions with Onboarding, Recruitment, Performance Management, Career Development, Succession Planning, and Ultipro Core products.
- Developed best practices and change management guidance, including on goal setting, competencies, and performance reviews.
- Mentored new team members to support their performance goals.
- Collaborated with Account Managers and Customer Service Partners to ensure balanced workloads, achieving 100% customer satisfaction in Q4 2017.
- Assisted with E-Verify issues and explored organizational culture’s impact on product use.
- Gained expertise in global GDPR application, earning GPHR (2013) and SHRM-SPC (2015) certifications as an early adopter.
- Virtual
Senior Employee Relations Coordinator
KFC-Taco Bell Corp
02.1995 - 08.2007
- Provided first-line HR support to roughly 500 stores and supervised up to three direct reports.
- Assisted with rollout of automated I-9 processing for KFC.
- Trained up to 100 employees per session on HR policies, legal compliance, and conflict resolution.
- Responded to discrimination charges, participated as an expert witness, and supported crises and internal investigations.
- Received awards for outstanding HR and employee relations, including Customer Maniac of the Year (2001) and Mid-South Region Recognition (2005).
- Contributed to background check processes, staffing, and labor law research at the state and federal levels.
- Supported staff during crises and improved reporting systems.
HR Senior Associate
Grant Thornton LLP
01.2010 - 05.2010
- Built professional relationships with staff and managed HR program implementation, training, compliance, compensation, benefits, orientation, and performance management projects.
- Maintained confidentiality and participated in ongoing professional development.
- Contract
HRIS Manager
Saltsjobadssegel
09.2010 - 07.2011
- Helped design and develop an employee database for HRIS and a three-tier security system for manufacturing software access.
- Created Excel tracking tools, reviewed and recommended system modifications, and monitored software adjustments for HR and operations.
- Contract
Education
AA - Psychology, Education
Cypress College
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Biola College
Skills
- Problem-solving
- Critical thinking
- Attention to detail
- Customer service
- Customer management
- Quality assurance
- Relationship building
- Data collection
- Conflict resolution
- Performance monitoring
- Change management
- Time management
- Detail-oriented
Accomplishments
- Collaborated with team of 2 in the execution of a successful system upgrade for 180 UKG PRO Clients from Recruitment to Recruiting and Onboarding Classic to Onboarding concluding in 2022. Was named key employee for this project.
Certification
Global PHR – #220130801128 (Achieved: 2013-12-14, Renewal: 2026-03-31)
Languages
Swedish
Limited Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Project Coordinator
HRchitect, Inc.
06.2023 - 06.2024
Lead Customer Relationship Consultant
UKG Inc.
10.2022 - 06.2023
Senior Business Systems Analyst
UKG Inc.
04.2021 - 10.2022
Upgrade Specialist
Ultimate Software
02.2018 - 04.2021
Senior Talent Support Specialist
Ultimate Software
07.2011 - 02.2018
HRIS Manager
Saltsjobadssegel
09.2010 - 07.2011
HR Senior Associate
Grant Thornton LLP
01.2010 - 05.2010
Senior Employee Relations Coordinator
KFC-Taco Bell Corp
02.1995 - 08.2007
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Biola College
AA - Psychology, Education
Cypress College
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