Gisselle Bueno

Provide best practices for HCM and Canadian Payroll (MPEX).

• Lead advanced training sessions for internal departments and clients on HRIS/Payroll Systems, ensuring efficient system utilization.
• Review and update training guides and Standard Operating Procedures (SOPs) to maintain accuracy and alignment with best practices.
• Conduct monthly release testing to validate system updates, identify inconsistencies, and collaborate with internal engineers for resolutions.
• Provide Tier 3 support for system issues, managing and tracking cases via Jira to ensure timely problem resolution.
• Provide Tier 3 support for Canadian payroll issues, including cross-provincial tax deductions and employment standards compliance.
• Collaborate with stakeholders and executives to clarify system functionalities, present insights, and discuss upcoming release features.
• Design and configure comprehensive benefit plans, ensuring smooth employee enrollment and adherence to company policies.
• Documented support procedures, processes and solutions in centralized systems, enabling user self-service.

Recently promoted to Senior System Training Specialist due to leadership qualities that have been demonstrated. In my position as a System Training Specialist I have:

• Conducted engaging training sessions, workshops, and webinars to educate team members across numerous departments on system functionalities and best practices.
• Trained and mentored over 150 new personnel hired to fulfill various roles.
• Created user-friendly training materials, including SOPs, user-guides, and instructional videos, to facilitate self-paced learning for team members.
• Collaborated with numerous departments to assess training needs, identify gaps, and implement targeted training solutions to improve system utilization.
• Provided technical expertise and support to troubleshoot and resolve system issues in a timely manner.
• Contributed to multiple users being transitioned into the HCM and MPEX (Canadian Payroll) platform. Continuously offer my support in the learning of the products after the transition. Consistently provide go-live support as clients are introduced into the respective systems.
• Conducted numerous client facing system trainings to ensure their proficiency in processing their payroll and managing their employees profiles.
• Became a Subject Matter Expert across three platforms; PrismHCM, Canadian Payroll (MPEX), and PrismHR.

Managed employee leaves of absence, ensuring compliance with applicable laws and regulations, and providing support to employees and managers throughout the leave process.

• Managed the open enrollment process for medical, dental, vision, life, and disability insurance plans.
• Provided guidance to employees on benefits-related inquiries and issues.
• Administered all employee leave of absence programs, including FMLA, ADA, and state leave programs.
• Managed the entire leave of absence process, including reviewing and approving leave requests, tracking employee leave time, and ensuring compliance with applicable laws and regulations.
• Communicated with employees about their leave options, including the FMLA and other applicable leave programs, and provided guidance on the leave application process and required documentation.
• Coordinated with managers to ensure that employee leaves do not impact the company's operations and provide information about leave regulations and employee rights.
• Maintained accurate and detailed records of employee leave of absence requests and approvals, as well as any associated documentation, and track employee leave time in the company's HRIS.
• Maintained accurate employee records in HRIS and provided support to the HR team as needed.
• Managed job accommodations with ADA compliance.
• Monitored weekly and bi-weekly payroll for associates with company paid benefits
• Coordinated with Internal Investigations on hotline complaints.

Developed teams of new hire employees, from entry level to managerial positions, through both virtual and classroom learning environments.

• Facilitated new hire onboarding and oversaw all operational training development.
• Led over 50 teams ranging from 15 to 50 new hire employees.
• Led over 15 promotional training teams ranging from 5 to 20 employees.
• Mentored, trained, and certified new Employee Success Trainers, Coordinators, and Specialists.
• Created and implemented soft skill training workshops that were utilized throughout the organization to facilitate positive connections, better customer experiences, and a greater sense of satisfaction for employees and their respective roles.
• Analyzed data from multiple sources to identify trends and patterns that could be used to improve the quality of training material.
• Developed dashboards for senior management to monitor key performance indicators (KPIs) related to customer satisfaction, hold time, and agent productivity.
• Identified opportunities for process improvement within the Quality Assurance department through analysis of metrics such as first contact resolution rate and average handle time.
• Effectively delivered written and face-to-face feedback by using learned soft skills that pertain to leadership and management. Was able to connect with a multitude of personalities and was able to adapt to new environments with ease.
• Provided support to the HR team as needed, including assistance with new employee onboarding and other HR functions, and provide training to managers and employees on leave of absence policies and procedures.
• Redirected colleagues' behaviors that fell outside of our principles and values. Developed, implemented and executed improvements to NEST processes and operations.
• Demonstrated ability to grasp technical and complex concepts and explained said concepts to team members with clarity.
• Partnered with leadership across the organization to develop new strategies and processes that set employees up for success.
• Held numerous discovery sessions with new hires in order to better understand their areas of opportunities and strengths.