Gerquetta D Smith
Charlotte,North Carolina
Summary
Dynamic HR Service Delivery Consultant with a proven track record at Wells Fargo Bank, excelling in process optimization and change management. Adept at stakeholder management and training development, I drive operational efficiency and enhance service delivery outcomes, leveraging strong analytical skills to implement impactful solutions.
Overview
20
20
years of professional experience
Work History
HR Service Delivery Consultant (BEC)
Wells Fargo Bank
10.2022 - Current
- Participated in ow to moderately complex initiatives, identifying opportunities for process improvements across multiple HR service delivery areas, including Talent Acquisition, Talent Management, pay, benefits, incentive plan administration, HRIS, records management, leave of absence, employee and labor relations, and HR compliance.
- Engaged in planning, analysis, and quality initiatives to drive process improvements and operational efficiency.
- Reviewed, analyzed, and consulted on business, operational, and technical assignments, exercising independent judgment to guide medium-risk deliverables.
- Utilized internal HR information systems such as Workday and ServiceNow to assess challenges and enhance process efficiency within HR functional areas.
- Contributed to the development and implementation of policies, procedures, and best practices for HR initiatives.
- Presented recommendations for resolving low to moderately complex situations, leveraging thorough knowledge of products, processes, and compliance requirements.
- Collaborated and consulted with functional colleagues, internal partners, stakeholders, and customers to improve service delivery outcomes.
- Provided guidance to less experienced team members on HR products and processes, supporting their development and ensuring high-quality service delivery outcomes.
Lead Technology Business Consultant
Strategic Staffing Solutions
02.2021 - 10.2022
- Co-Leader of Employee Care Learning Program
- Assisted on several teams within Wells Fargo such as Employee Care eServices, HRHD, and HRIT.
- Assisted with ServiceNow backlog, triage overpayments (HRHD).
- Worked with HR IT to implement Workday via testing user story/validations - regression.
- Assessed current systems for effectiveness in meeting organizational goals.
- Coordinated with internal teams and external stakeholders to support business growth through development of new features.
- Collaborated with IT teams to drive digital transformation initiatives.
- Worked closely with human resources to support employee management and organizational planning.
- Led change management efforts to ensure smooth adoption of new business practices.
Systems Manager, Talent Acquisitions
PeopleScout (Acquired AON Hewitt RPO)
Charlotte, USA
05.2013 - 03.2020
- Manages the day-to-day operational infrastructure and leadership of colleagues (U.S. and Canada locations) necessary for successful delivering of recruiting administrative services which involve: Interview Scheduling, Reference Checks, Pre-employment Checks, Social Security Mismatch Re-Verification, Requisition Distribution, Employee Referrals, Franchise Job Postings, Rehire Eligibility, Manager Self-Service Errors, and special projects to meet the client's need.
- Designed and implemented user friendly database, Service Now for all US, Canada, and India colleagues to support client operations.
- Accountable for professional development and performance management, timecard adherence, overtime, and vacation approvals.
- Hire, on-board, coach, develop, train, and mentor team members to expand knowledge and skillset to be prepared for the next-level of progression.
- Cultivates relationship building and team work to boost morale and increase overall employee engagement.
- Serves as 'point of contact' and on-shore leader to support offshore colleagues in India as well as extended internal teams to include: Senior Leadership, Human Resources, Recruiting, and Sourcing.
- Responsible for creation and version control of Standard Operating Procedures as well as training internal teams in the U.S., Canada, and India on updated client procedures.
- Fosters positive internal, external client and vendor relationships to identify trends and implement efficiencies to mitigate process gaps and increase overall satisfaction of client service delivery.
- Effectively monitors daily reporting of the 'Offer to Hire' Process to quickly identify and resolve bottlenecks to ensure the 'Run Rate' is met.
- Actively participates in leadership meetings with various domains to identify process gaps and implement effective measures to mitigate process gaps.
- Resolves urgent and highly-sensitive complex issues, improved operations and provides exceptional client support.
- Responsible for enforcing policy and maintaining compliance to meet audit and service level agreement expectations.
- Drove operational improvements which resulted in savings and improved profit margins.
Team Lead, Offshore Liaison
AON Hewitt
Charlotte, USA
09.2008 - 04.2013
- Supported Talent Acquisitions Global Delivery Manager in and administrative and leadership capacity for but not limited to: Hourly Reference Checks, Internal Eligibility, Social Security Mismatch Re-verification, Interview Scheduling, and Reporting of data and metrics.
- Subject Matter Expert 'SME' of all standard operating processes and Super User for Applicant Tracking Systems, PeopleSoft HRMS, Unicru/Kronos, Citrix, Cognos, OBI.
- Liaison and point of contact for highly-sensitive and urgent escalations for U.S., Canada, and India teams.
- TA Operations project lead for ATS deployment of Taleo and managed User Acceptance Testing.
- Project Lead for 'LEAN' initiative identifying areas for improvement and implementing process efficiencies to promote utilization of maximal resources while reducing budget margins by 50%.
- Developed, coached, and trained internal teams on processes and processes changes to maintain and uphold compliance.
- Created, documented, and maintained Standard Operating Procedures for all operational processes.
- Measured and monitored service delivery to ensure 95% service level agreements and key performance indicators were met.
- Responsible for auditing, analyzing, and reporting monthly metrics and team performance.
Senior Recruiting Coordinator
AON Hewitt
Charlotte, USA
08.2007 - 08.2008
- Execution of key steps throughout the recruitment process such as interview logistics candidate interview scheduling and coordinating candidate interview travel when required, offer management, and pre-employment check initiation when required including background investigation process, and drug testing coordination, data and metrics reporting, new hire set up and onboarding.
- Executed administration for an optimal candidate experience including status changes, testing and assessment administration, interview logistics, event coordination, offer letter management, and on-boarding planning.
- Entered and maintained accurate candidate data and status changes into the preferred Applicant Tracking System.
- Performed administrative activities to ensure compliance, including EEOC tracking and management of candidate recruiting files.
- Responsible for special projects and/or process improvement efforts as needed.
Client Services Coordinator
AON Hewitt
Charlotte, USA
08.2006 - 08.2007
- Responsible for handling HRO Governance calls for Wachovia Bank employees in all lines of business.
- Specialized in trouble-shooting and resolving complex client issues such as Payroll, HRSC, Wachovia Securities, Leave of Absence, and Severance benefits.
- Expert in 'First Call Resolution' providing end to end satisfactory solutions.
- Liaison to HR Advisors to promote employee confidentiality regarding highly-sensitive matters.
- 'Manager on duty' - handle escalated calls and irate callers.
- Assisted with updating call flows to ensure accuracy and efficiency.
- Maintained 100% customer satisfaction and call quality.
Education
Associate of Arts - Business Administration and Management
American InterContinental University
01.2003
High School Diploma - St. Stephen, South Carolina
St. Stephen High School
St. Stephen, South Carolina01.1996
Skills
- Leadership
- Training and development
- Resource planning and management
- Relationship building
- Culture competencies
- Cross-functional teams
- Reporting and analytics
- Change management
- Conflict resolution
- Problem solving
- Service delivery optimization
- Team collaboration
- Training/facilitation
- Policy/Standard Operating Procedure Development
- Business process mapping
- International mobility management
- Stakeholder/vendor management
- Project management
- Risk management
- Strategic planning and execution
Affiliations
Led and participated several engagement committees for over 500 HR employees
Timeline
HR Service Delivery Consultant (BEC)
Wells Fargo Bank
10.2022 - Current
Lead Technology Business Consultant
Strategic Staffing Solutions
02.2021 - 10.2022
Systems Manager, Talent Acquisitions
PeopleScout (Acquired AON Hewitt RPO)
05.2013 - 03.2020
Team Lead, Offshore Liaison
AON Hewitt
09.2008 - 04.2013
Senior Recruiting Coordinator
AON Hewitt
08.2007 - 08.2008
Client Services Coordinator
AON Hewitt
08.2006 - 08.2007
Associate of Arts - Business Administration and Management
American InterContinental University
High School Diploma - St. Stephen, South Carolina
St. Stephen High School