Joshua Hernandez

· Defining, implementing, and revising operational policies and guidelines for the organization.

· Identify and bridge communication gaps between internal teams and external partners to proactively mitigate risks that could impact operations.

· Developing and executing new growth directives.

· Generate documentation including policies, procedures, workflows, and user guides.

· Working with human resources to troubleshoot escalations.

· Liaising with multiple managers to develop new and effective operational processes.

· Overseeing new hire onboarding.

· Managing resource allocation.

· Strategizing and overseeing the daily operations to ensure seamless progress and efficiency.

· Nurturing and sustaining relationships with multiple managers.

· Maintain well-rounded program level of understanding across services.

· Develop reporting tools and visualization to express processes status & improvements.

· Attain a comprehensive grasp of current processes and actively pinpoint significant pain points for enhancement, thereby contributing to process improvement efforts.

· Create and upkeep training materials for new partners.

· Identified and created recruitment and administrative performance metrics and data to analyze trends, drive change and assess progress.

· Developed processes and playbooks for talent review and performance management and built strong teams to facilitate talent discussions.

· Can translate Talent Acquisition Strategy into detailed Marketing initiatives and programs.

· Lead team to evolve functions and lead large teams of Brand Champions and Employee Advocates to scale impact.

· Analytical approach: being able to establish and track set of relevant metrics to resolve return on investment and performance of our Talent Attraction and Marketing efforts.

· Efficiently prioritize competing tasks according to business priorities.

· Collaborate cross-functionally with stakeholders to ensure alignment with Program Owners, Quality Assurance, Data Analytics and Product.

· Create Employee Value at each proposition and communicated it effectively to attract and retain best and most diverse talent.

· Monitor service delivery KPIs and content performance and adjust content lifecycle using insights.

· Participate in forecasting for project including impacts to cost and deliverables.

· Identify and address any impediments to project success and implement mitigations as needed.

· Establish and oversee Key Performance Indicators (KPIs) for sites across California to monitor and assess performance.

· Oversees the daily operations and upkeep of all facility requirements.

· Manage stakeholder engagement coordinators and provide guidance.

· Develop and maintain communication between all stakeholders.

· Manages schedules, attendance, and general administration of Onboarding Specialist.

· Training, mentorship, and motivation to 50 direct reports across California to achieve quality and productivity objectives, surpassing set targets.

· Creates weekly performance reports on each Onboarding Specialist to identify performance trends, and address performance improvement when necessary.

· Conducts weekly individual performance meetings with my team.

· Works closely with Human Resources to handle and address sensitive employee issues, creating and managing JIRAs when necessary.

· Keeps up to date on current policies and procedures.

· Manages schedules, attendance, and general administration of Onboarding Specialist.

· Trains, mentors, and motivates my team to meet quality and productivity goals, along with exceeding said targets.

· Creates weekly performance reports on each Onboarding Specialist to identify performance trends, and address performance improvement when necessary.

· Conducts weekly individual performance meetings with my team.

· Keeps up to date on current policies and procedures.

· Manages Onboarding Specialists at remote locations, via schedule visits, virtual one-on-ones and coaching.

· Delivered five-star, in-person support to Driver-Partners.

· Walked Driver-Partners through our Onboarding process.

· Helped existing Driver-Partners troubleshoot issues while

providing extended service to those who were less tech-savvy.

· Kept up with new UBER policies, procedures, and programs affecting Driver-Partners.

· The main point of contact between companies and their clients.

· Secure new business.

· Maintaining customer relationships between 10 different companies.

· Provided ongoing support.

· Implemented operational strategies and effectively built client loyalty.

· Developed effective business plans to align strategic decisions with long-term objectives.