Cynthia Natal
San Antonio
Summary
Background includes policy improvements, employee turnover reductions, recruitment optimization, and workforce streamlining. Effective at gathering and analyzing metrics to make optimal decisions governing company human resources.
Overview
15
15
years of professional experience
Work History
SR HUMAN RESOURCE MANAGER
IBEX
07.2019 - 10.2025
- Developed HR strategies , set team goals, advised leadership team on HR matters
- Addressed grievances, handled disciplinary actions, conducted investigations and fostered a positive culture
- Ensured adherence to labor laws and managed HR policies and procedures
- Managed HRIS, data analytics and HR metrics
- Conducted yearly review of Employee Handbooks to ensure all policies were up to date
- Developed and Lead employee orientation and training programs
- Lead weekly meetings with department heads to cover focus group concerns, attrition data and recap of all emerging concerns
- Supported Region of 2000+ employees covering Virginia,West Virginia,Tennessee,Oklahoma,Texas and Pennsylvania
EMPLOYEE RELATIONS MANAGER
VOLT WORKFORCE SOLUTIONS
04.2016 - 07.2019
- On site Employee Relations Support for 800+ employees
- Recruited and Interviewed potential candidates to meet client expectations of 800+ hired within 120 days
- Plan, schedule and conduct testing/study sessions for potential candidates
- Conduct new hire orientation and mandatory annual refresher training for 800+ employees
- Meet with Team/Operations Manager on a weekly basis to address all employee concerns regarding attendance and performance concerns
- Investigated and Resolve Employee Relations escalations to ensure all policy and procedures and applicable laws are followed
- Identified areas of improvement to improve attendance attrition and was an instrumental part of the development of a new attendance policy which improved attendance by 10%
- Focal point for any Workman Comp claims for the company and worked directly with risk management to ensure compliance of case handling
- Created a first day check in process to ensure accurate fill rate data was captured for the client
CUSTOMER SERVICE MANGER
SWBC
07.2014 - 01.2015
- Coached and developed 20 Escrow account representatives to ensure all onshore and offshore accounts met company standards
- Served as a front line liaison during the transition of offshore to onshore and addressed any training gaps
- Reviewed weekly/monthly and quarterly loan disbursement error report then coached any outliers to prevent any future errors
CUSTOMER CARE SUPERVISOR
CVS CAREMARK
11.2012 - 05.2014
- Coached 25 PBM advisors on quality and call metrics
- Served as liaison with various service partners to ensure performance guarantee expectations were met
- Fostered a positive and career-goal focused environment by coaching team to their goals and individual goals
- Called local pharmacies to ensure all claims were processed accurately through the member's insurance plan
CUSTOMER SERVICE MANAGER
KOHL'S CSOC
07.2010 - 07.2012
- Developed and Implemented sales based training programs which consisted of 9 training modules structured to educate employees on how to connect with customers
- Developed Leadership Onboarding program to include a roadmap to success
- Developed employee engagement initiatives for over 500+ employees
- Partnered with Workforce Management leadership to ensure employee training was scheduled timely and company service goals were met
Education
High School Diploma -
San Marcos Highschool
Southwest Texas University - Psychology
Skills
- EMPLOYEE/LABOR RELATIONS
- RECRUITMENT/ONBOARDING
- EMPLOYEE COACHING AND DEVELOPMENT
- HR COMPLIANCE
Accomplishments
- Highly skilled in employee relations, staff investigations, mediation, and grievance resolution
- Multi-tasking abilities in sourcing/recruiting candidates for contingent and permanent placement roles in the technical and customer services fields.
- Expertise in active listening and handling critical employee concerns in collaboration with upper management while exercising adaptability, empathy and a Human Resources perspective
- Completed and Lead over 300 UI cases with a 90% success in favor of the company
- Successfully transitioned three physical Call Center sites of 500+ employees to work at home model
- Developed and Facilitated Leadership 101 courses for all new leadership staff
Computer Applications
- Proficient in all MS Business Applications
- Access
- CIS
- CISS
- BOSS
- One Worx
- NICE
- Remedy
- MTE
- MTA
- Teknekron
- Verint
- Workday
- Ultrapro
- PowerBI
- BPO
- E-Verify
- Silkroad
Timeline
SR HUMAN RESOURCE MANAGER
IBEX
07.2019 - 10.2025
EMPLOYEE RELATIONS MANAGER
VOLT WORKFORCE SOLUTIONS
04.2016 - 07.2019
CUSTOMER SERVICE MANGER
SWBC
07.2014 - 01.2015
CUSTOMER CARE SUPERVISOR
CVS CAREMARK
11.2012 - 05.2014
CUSTOMER SERVICE MANAGER
KOHL'S CSOC
07.2010 - 07.2012
High School Diploma -
San Marcos Highschool