Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gerardo Mancha

Edinburg

Summary

Dynamic and bilingual (Spanish/English) HR professional with 15+ years of progressive leadership experience and proven expertise across employee relations, performance management, leadership development, training & development, recruiting, onboarding, compensation, and employee engagement. Demonstrated success in consulting with leaders to develop HR solutions, driving talent acquisition strategies, ensuring HR compliance, and improving operational efficiency. Adept at managing HR projects, analyzing metrics to inform decisions, and fostering a positive employee experience. Proven ability to navigate change and support business objectives, with significant experience in call center environments.

Overview

27
27
years of professional experience

Work History

Recruiting Manager / HR Generalist

ContactPoint360 LLC
02.2023 - Current
  • HR Consulting & Business Partnering: Consulted with internal leaders on workforce planning and talent needs, developing HR solutions in areas such as recruitment, employee engagement, and performance management to support departmental objectives.
  • Talent Acquisition: Spearheaded and oversaw recruitment strategies for non-executive roles, managing end-to-end recruiting cycles, including candidate screening and collaboration with business leaders to ensure a seamless, compliant hiring process and effective selection, onboarding 40–160 new hires per wave.
  • Employee Relations & Engagement: Launched and managed employee engagement and incentive programs, boosting morale by 25% and productivity by 20%, and addressed initial employee inquiries related to HR policies and procedures.
  • Performance Management Support: Provided guidance to managers on performance management processes and best practices as part of onboarding and ongoing support.
  • HR Policy & Compliance: Ensured all recruitment and payroll processes adhered to company HR policies and relevant labor laws and regulations.
  • Operational Efficiency: Streamlined hiring practices and background check procedures, improving the time-to-fill metric by 15% and enhancing overall HR operational efficiency.
  • Developed community engagement strategy via social media, increasing online presence by 40%.
  • Oversaw payroll operations for 500+ employees with high accuracy and compliance.

Customer Service Rep III / Fraud Investigator

TWC
01.2020 - 02.2023
  • Provided high-volume customer support on Unemployment Insurance inquiries, demonstrating strong communication and problem-solving skills relevant to employee relations.
  • Led in-depth fraud investigations, compiling documentation and coordinating with legal authorities, showcasing analytical and compliance skills.
  • Demonstrated expert-level proficiency with automated systems and complex state protocols, highlighting adherence to procedures and regulations.

Realtor / Team Leader

Redfin / Mission Real Estate Group
09.2010 - 12.2019
  • Oversaw sales operations and led a top-performing team, generating $10M+ in annual sales, demonstrating leadership and team development skills.
  • Recruited and developed agents while ensuring compliance with real estate regulations, showcasing talent acquisition and compliance experience.
  • Delivered superior client service and negotiated high-stakes transactions with professionalism, highlighting strong interpersonal and communication abilities.

District Recruiter

United States Census Bureau
11.2008 - 08.2010
  • Outperformed recruitment goals by 30% through effective stakeholder partnerships and sourcing, directly relevant to talent acquisition responsibilities.
  • Facilitated recruitment and testing sessions, ensuring accurate assessment and onboarding processes.
  • Conducted community outreach campaigns, leveraging relationships with local organizations and media to increase applicant turnout, demonstrating proactive recruitment strategies.
  • Delivered training and onboarding to new hires, ensuring compliance with federal procedures and maintaining a consistent standard of data collection, showcasing training and compliance experience.

Call Center Director

Ideas in Action (International Call Center)
10.2004 - 11.2008
  • Oversaw day-to-day operations for a high-performing international call center, leading a team of 5 supervisors and over 100 agents, demonstrating significant leadership experience within a call center environment.
  • Spearheaded global sales strategies and implemented performance optimization initiatives, resulting in a $4.5 million increase in annual revenue, highlighting strategic thinking and impact on business objectives.
  • Developed and executed tailored call center campaigns for international clients, ensuring cultural sensitivity, regulatory compliance, and operational efficiency, showcasing experience with diverse workforces and compliance.
  • Introduced data-driven quality assurance and coaching programs, improving customer satisfaction rates and sales conversion metrics, demonstrating experience with performance management and metrics.
  • Created scalable training and development plans for supervisors and agents, fostering leadership growth and minimizing attrition, directly relevant to training and development responsibilities.
  • Analyzed KPIs and operational trends to make informed strategic decisions, resulting in a 20% improvement in overall call center efficiency, highlighting analytical skills and operational improvement.

Call Center Supervisor

T-Mobile
05.2001 - 10.2004
  • Led a team of 18 agents, improving team performance by 23% through strategic coaching and training, demonstrating leadership development and performance management skills.
  • Mentored staff into leadership roles, building internal talent pipelines, relevant to leadership development.

Call Center Manager

Convergys
04.1998 - 05.2001
  • Supervised 120 agents and 8 supervisors, increasing efficiency by 20% and reducing costs by 12%, showcasing leadership and operational efficiency improvements within a call center.
  • Implemented technology solutions and training programs that improved customer satisfaction by 30%, highlighting experience with training and improving employee/customer experience.

Education

Real Estate - Real Estate

Texas A&M University, Corpus Christi, TX, US
Corpus Christi, TX

Skills

  • ADP / Payroll Software
  • HRIS Systems
  • Social Media Recruiting
  • Bilingual (English/Spanish)
  • Recruitment analytics
  • Recruitment advertising
  • HR policies and procedures
  • Onboarding and orientation
  • Benefits administration
  • Talent acquisition
  • Payroll administration
  • HR analytics

Timeline

Recruiting Manager / HR Generalist

ContactPoint360 LLC
02.2023 - Current

Customer Service Rep III / Fraud Investigator

TWC
01.2020 - 02.2023

Realtor / Team Leader

Redfin / Mission Real Estate Group
09.2010 - 12.2019

District Recruiter

United States Census Bureau
11.2008 - 08.2010

Call Center Director

Ideas in Action (International Call Center)
10.2004 - 11.2008

Call Center Supervisor

T-Mobile
05.2001 - 10.2004

Call Center Manager

Convergys
04.1998 - 05.2001

Real Estate - Real Estate

Texas A&M University, Corpus Christi, TX, US

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