LUCIA ESPERANZA MOLIERI ZELAYA
Menifee,CA
Summary
Devoted and detail-oriented Human Resources professional excelling at planning, multitasking and completing tasks to accomplish program initiatives.
Resourceful team collaborator with in-depth knowledge of Labor Law.
Works well independently or in team environments. Outstanding analysis skills. Ready to help team achieve company goals.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
9
9
years of professional experience
Work History
Human Resources Coordinator
Foundever - Sitel Nicaragua S.A
02.2023 - 02.2024
- Responsible for Coordinating and Supervise HR Specialist ad HR Intern on daily tasks.
- Training and Development new Supervisors for HR Processes.
- Supported employee relations, cultivating retention with welcoming and inclusive work culture.
- Assisted with recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in interview process and drafting offer letters.
- Maintained human resources information system and kept employee files up to date and accurate.
- Completed background and reference checks to facilitate hiring and onboarding of employees.
- Conducts with and advises management and supervises human resource issues; investigates Human Resource related problems and makes recommendations to the organization.
- Conducts audits of payroll, benefits or other HR programs.
- Follow up and organize calibration sessions for bi annual performance reviews.
- Completed employee employment verifications and unemployment paperwork prior to hire or termination.
- Coordinated and administered employee health insurance and retirement plans.
- Reviewed human resources paperwork for accuracy and completeness.
- Handled employee inquiries and complaints regarding policy and benefits issues.
Human Resources Specialist
Sitel Nicaragua S.A
08.2021 - 02.2023
- Partnered with senior leadership to establish and develop corporate and HR policies and procedures.
- Coaching addressed to Managers and Supervisors.
- Training to new HR Specialists in the team.
- Policies Reinforcement trainings and refreshers to Agents and Supervisors.
- Liaised between management and employees to deliver conflict resolution, alleviate problems and interpret compensation and benefits policies.
- Reviewed existing policies and procedures to make recommendations for enhancing work productivity, recruitment, hiring processes and talent management.
- Improved customer service rankings by quickly resolving issues to improve overall satisfaction.
- Advocated for staff members and counsel supervisors to identify and resolve conflicts.
- Internal Selection Process and Applicants Qualification.
- Launched company-wide HR strategies, practices and benefits and compensation policies to drive departmental and business objectives.
Customer Service Representative
Sitel Nicaragua S.A
03.2020 - 07.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided technical support to customers.
- Used company troubleshooting resolution to evaluate technical problems and find appropriate solutions.
Manager of Business Development and Sales
Vapores Nicaragua
04.2019 - 03.2020
- Developed deep understanding of customer needs, priorities and pain points to deliver customized service.
- Collaborated with sales, marketing and other internal teams to meet shared goals.
- Formulated well-defined action plan to prioritize potential clients and achieve and exceed objectives.
- Conducted market research to discover new leads, opportunities and messaging.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
Student Mediator
Centro De Mediacion UNAN - Leon
02.2018 - 11.2018
- Resolved impacting issues by liaising between parties to implement effective solutions.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
Legal Consultant
Ministerio Del Trabajo
07.2017 - 02.2018
- Mediated discussions between employer and employee representatives in attempt to reconcile differences.
- Interpreted and advised on labor relations policies.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Legal Intern
Bufete Bernardino Diaz UNAN - Leon
03.2015 - 04.2017
- Reviewed legal information and proofed documentation for errors.
- Performed legal and general research, drafting memoranda and correspondence.
- Attended depositions and court proceedings and prepared summaries on cases.
- Worked closely with legal, sales and management departments.
Education
Business Certificate in Management And Leadership - Management And Leadership
Keiser University
Fort Lauderdale, FL06.2024
Lawyer
Corte Suprema De Justicia
Managua05.2022
Técnicas De Oralidad Aplicadas Al Proceso Penal Y Laboral Nicaragüense. Certificación - Labor And Penal Law
Universidad De Occidente
Leon2015
Certificación por Plataforma Nacional Juvenil, con el apoyo de People in Need. León - Leadership
Escuela De Liderazgo Juvenil - Friedrich Ebert S.
Leon2014
Bachelor’s Degree - Bachiller En Ciencias Y Letras
Pureza De María School
Leon11.2013
Certificación por SECAPRO Internacional-Seminarios de capacitación y Formación Humana. -
Elementary
2007
Skills
- Advanced Communication skills
- Leadership
- Mentoring
- Office Tools (Word, Excel and Power Point)
- Networking and Partnership Development
- Interpretation
- Human Resources Management systems such as Success Factors and Access Data Base
- Recruiting
- Employee Relations
- Knowledge of Industry-Specific HR Regulations
- Analytical and Critical Thinking
- Consultancy and Advisory
- Strong leadership skills
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Human Resources Coordinator
Foundever - Sitel Nicaragua S.A
02.2023 - 02.2024
Human Resources Specialist
Sitel Nicaragua S.A
08.2021 - 02.2023
Customer Service Representative
Sitel Nicaragua S.A
03.2020 - 07.2021
Manager of Business Development and Sales
Vapores Nicaragua
04.2019 - 03.2020
Student Mediator
Centro De Mediacion UNAN - Leon
02.2018 - 11.2018
Legal Consultant
Ministerio Del Trabajo
07.2017 - 02.2018
Legal Intern
Bufete Bernardino Diaz UNAN - Leon
03.2015 - 04.2017
Business Certificate in Management And Leadership - Management And Leadership
Keiser University
Lawyer
Corte Suprema De Justicia
Técnicas De Oralidad Aplicadas Al Proceso Penal Y Laboral Nicaragüense. Certificación - Labor And Penal Law
Universidad De Occidente
Certificación por Plataforma Nacional Juvenil, con el apoyo de People in Need. León - Leadership
Escuela De Liderazgo Juvenil - Friedrich Ebert S.
Bachelor’s Degree - Bachiller En Ciencias Y Letras
Pureza De María School
Certificación por SECAPRO Internacional-Seminarios de capacitación y Formación Humana. -
Elementary
Similar Profiles
Katherinne ValleKatherinne Valle
Customer Service Representative at Sitel NicaraguaCustomer Service Representative at Sitel Nicaragua
David MartinezDavid Martinez
Customer Care Representative at Sitel NicaraguaCustomer Care Representative at Sitel Nicaragua
Kevin SilvaKevin Silva
Customer Service Representative Mentor at Sitel NicaraguaCustomer Service Representative Mentor at Sitel Nicaragua