Bringing a unique blend of technical expertise, customer service excellence, and administrative proficiency to contribute positively to any team or organization.
Overview
12
12
years of professional experience
Work History
HR Compliance and Support Specialist
Knight Transportation
Phoenix, AZ
07.2023 - Current
Provide general assistance to leaders, employees and/or candidates to questions related to employment, on-boarding and/or Unemployment
Review incoming unemployment claims and prepare packets for appeal process while working closely with leadership to confirm information is accurate.
Monitor unemployment hearing requests/appointments and ensure all parties have appropriate information and prepare leaders participating as witnesses of expectation to the unemployment hearing process.
Provide recommendations to leadership pertaining to employment status as it relates to expiring work authorizations.
Administer, facilitate and communicate leave of absence requests, including validating eligibility for leave of absence, collect, review and maintain medical certifications and protect health information as required under HIPPA.
Banking Specialist
USAA
Phoenix, AZ
12.2021 - 06.2023
Identifies and manages existing and emerging risks that stem from business activities and the job role
Ensures risks associated with business activities are optimally identified, measured, supervised, and controlled
Follows written risk and compliance policies, standards, and procedures for business activities
Assists members with complaint resolution in accordance with all policies and procedures established by USAA leaders and in accordance with Bank regulatory requirements
Handles calls in a courteous and professional manner, and provides prompt, efficient, and accurate basic complaint resolutions
Uses basic de-escalation behavior and skills to connect with complainants/members on behalf of USAA and handles all interactions with care and candor
Maintains proficient knowledge of current Bank regulations, policies and procedures
Adheres to established quality metrics and complaint closure service level objectives (SLO's).
Customer Service Team Leader
Waste Management
Phoenix, AZ
07.2018 - 12.2021
Work in conjunction with other departments to resolve customer disputes & demonstrate the ability to become proficient in the use of proprietary operational systems
Interviews customers and records interview information into computer for customer service, talks with customers to receive orders for installation, turn on, discontinuance, or change in service
Fills out contract forms, determines charges for service requested, collects deposits, prepares change of address records and issues discontinuance orders
Delivers services to customers in a manner that promotes goodwill
Interacts with customers and Waste Management employees to determine service requirements and resolve problems or complaints
Work in a fast paced, cooperative, high call volume environment
Solicit sale of new or additional services
Lead and demonstrate continuous improvement by contributing to the review, amendment and implementation of improved procedures, processes and standards that increase efficiency and effectiveness
Deliver, review and document performance with team members on a regular basis.
Office Management
Tony's Transmissions
Tolleson, AZ
09.2012 - 06.2018
Overseeing general office operation
Greeting visitors, answering a high-volume of incoming phone calls and delivering world-class service to our customers
Coordinating appointments and meetings and managing staff calendars and schedules
Supervising, mentoring, training, and coaching our office staff and delegating assignments to ensure maximum productivity
Purchasing office supplies and equipment and maintaining proper stock levels
Producing reports, composing correspondence, and drafting new contracts
Creating presentations and other management-level reports.
<p>• Led the full project lifecycle of HR initiatives, including workforce planning, policy development, and process improvement.<br>
• Created and managed detailed project plans, schedules, and budgets to ensure timely and efficient execution.<br>
• Coordinated cross-functional teams to deliver HR projects on schedule while maintaining compliance with organizational standards.<br>
<br>
<strong>Compensation, Benefits & Payroll:</strong><br>
• Oversaw end-to-end payroll administration, ensuring accurate and timely employee payments.<br>
• Managed employee compensation and benefits programs, aligning them with market standards and company objectives.<br>
• Addressed payroll discrepancies and provided solutions to maintain smooth operations.<br>
<br>
<strong>Policy Development & Compliance:</strong><br>
• Developed and implemented company-wide HR policies to enhance workplace efficiency and employee satisfaction.<br>
• Ensured compliance with labor laws and Ministry of Human Resources regulations, mitigating legal risks.<br>
• Advised leadership on labor law updates and best practices in employee relations.<br>
<br>
<strong>Talent Acquisition & Onboarding:</strong><br>
• Directed full-cycle recruitment processes, from sourcing and interviewing to hiring and onboarding.<br>
• Managed international hiring, including visa processing, embassy coordination, and relocation support.<br>
• Optimized onboarding programs to ensure a smooth transition for new employees.<br>
<br>
<strong>Employee Relations & Engagement:</strong><br>
• Served as a primary point of contact for employee concerns, providing effective conflict resolution.<br>
• Maintained accurate records for attendance, leave, and performance management.<br>
• Prepared employment contracts and offer letters in compliance with legal and company standards.<br>
<br>
<strong>Strategic HR Leadership:</strong><br>
• Collaborated with senior management to align HR strategies with business goals.<br>
• Analyzed HR trends and provided recommendations to enhance workforce planning and development.<br>
</p> at Saudi Central Bank<p>• Led the full project lifecycle of HR initiatives, including workforce planning, policy development, and process improvement.<br>
• Created and managed detailed project plans, schedules, and budgets to ensure timely and efficient execution.<br>
• Coordinated cross-functional teams to deliver HR projects on schedule while maintaining compliance with organizational standards.<br>
<br>
<strong>Compensation, Benefits & Payroll:</strong><br>
• Oversaw end-to-end payroll administration, ensuring accurate and timely employee payments.<br>
• Managed employee compensation and benefits programs, aligning them with market standards and company objectives.<br>
• Addressed payroll discrepancies and provided solutions to maintain smooth operations.<br>
<br>
<strong>Policy Development & Compliance:</strong><br>
• Developed and implemented company-wide HR policies to enhance workplace efficiency and employee satisfaction.<br>
• Ensured compliance with labor laws and Ministry of Human Resources regulations, mitigating legal risks.<br>
• Advised leadership on labor law updates and best practices in employee relations.<br>
<br>
<strong>Talent Acquisition & Onboarding:</strong><br>
• Directed full-cycle recruitment processes, from sourcing and interviewing to hiring and onboarding.<br>
• Managed international hiring, including visa processing, embassy coordination, and relocation support.<br>
• Optimized onboarding programs to ensure a smooth transition for new employees.<br>
<br>
<strong>Employee Relations & Engagement:</strong><br>
• Served as a primary point of contact for employee concerns, providing effective conflict resolution.<br>
• Maintained accurate records for attendance, leave, and performance management.<br>
• Prepared employment contracts and offer letters in compliance with legal and company standards.<br>
<br>
<strong>Strategic HR Leadership:</strong><br>
• Collaborated with senior management to align HR strategies with business goals.<br>
• Analyzed HR trends and provided recommendations to enhance workforce planning and development.<br>
</p> at Saudi Central Bank
Head of Support Services / Compliance and HR Administrator at 1Stream Managed Technology SolutionsHead of Support Services / Compliance and HR Administrator at 1Stream Managed Technology Solutions
<ul><li>Advised 20+ leaders on complex employee relations issues like performance management and workplace investigations, ensuring full compliance with Panamanian labor law and minimizing legal risks.</li><li>Keeping an Open-Door policy for the employees. Investigations regarding employee issues and complaints. Collaboration with the Security and Employee Relations departments in investigations.</li><li>Review and approval of disciplinary actions. Completed more than 500 terminations according to Panamanian labor law.</li><li>Requesting, reviewing and approving of HRIS updates, transfers, benefits payments, intercompany and schedules changes.</li><li>Led the foreigner workers contract terminations according to the established Labor Law and company policies.</li><li>Participated in the Health and Safety Committee and inspections of the Social Insurance Institution, obtaining a passing score on every inspection. Developed the accidents events guidelines and form.</li><li>Participated in projects and tasks together with other areas such as HRIS and HR Corporate, for instance, the creation of the employee knowledge database to feed the chatbot for employees questions/answers.</li><li>Reporting and KPIs examination, including attrition and exit interviews results.</li><li>Review of policies, guidelines and procedures. Creation and updates of processes and control spreadsheets such as job abandonment process and form and the Oracle Manager Self Service control.</li><li>Implemented the onboarding program for new hires.</li><li>Developed HR Topics training plan for Operations staff.</li><li>Provided on the job training to the local HR members, developing skills and empowering the team.</li><li>Managed the HR providers purchase orders and payment requests.</li><li>Maintained close collaboration with the payroll department on claims and other employees inquiries, as well as support with compliance documents.</li></ul> at ALORICA<ul><li>Advised 20+ leaders on complex employee relations issues like performance management and workplace investigations, ensuring full compliance with Panamanian labor law and minimizing legal risks.</li><li>Keeping an Open-Door policy for the employees. Investigations regarding employee issues and complaints. Collaboration with the Security and Employee Relations departments in investigations.</li><li>Review and approval of disciplinary actions. Completed more than 500 terminations according to Panamanian labor law.</li><li>Requesting, reviewing and approving of HRIS updates, transfers, benefits payments, intercompany and schedules changes.</li><li>Led the foreigner workers contract terminations according to the established Labor Law and company policies.</li><li>Participated in the Health and Safety Committee and inspections of the Social Insurance Institution, obtaining a passing score on every inspection. Developed the accidents events guidelines and form.</li><li>Participated in projects and tasks together with other areas such as HRIS and HR Corporate, for instance, the creation of the employee knowledge database to feed the chatbot for employees questions/answers.</li><li>Reporting and KPIs examination, including attrition and exit interviews results.</li><li>Review of policies, guidelines and procedures. Creation and updates of processes and control spreadsheets such as job abandonment process and form and the Oracle Manager Self Service control.</li><li>Implemented the onboarding program for new hires.</li><li>Developed HR Topics training plan for Operations staff.</li><li>Provided on the job training to the local HR members, developing skills and empowering the team.</li><li>Managed the HR providers purchase orders and payment requests.</li><li>Maintained close collaboration with the payroll department on claims and other employees inquiries, as well as support with compliance documents.</li></ul> at ALORICA