Marlen Serrato

• Supported the HRBP Director through day-to-day operations while strengthening alignment between business leaders and People Care practices.
• Supported HRBP Director in daily operations, enhancing alignment between business leaders and People Care practices.
• Improved employee onboarding experience by managing the end-to-end onboard welcoming process, including monthly check-ins that supported smoother transitions.
• Streamlined offboarding workflows by managing exit interviews, addressing employee questions, and ensuring cross-functional follow-through.
• Increased operational readiness for international and regional changes by tracking and planning employee transfers, partnering with leadership and immigration mobility teams.
• Supported complex, sensitive investigations by gathering information, coordinating next steps, and assisting in resolution initiatives with confidentiality.
• Ensured consistent application of HR policies by advising leaders and employees on HR processes, programs, and procedures across multi-level stakeholders.
• Partnered with HR leadership to support learning & development programs, talent initiatives, and succession planning strategies for key roles.
• Partnered with HR teams across APAC, EMEA, and LATAM to ensure consistent service delivery for distributed client groups.

• Resolved complex employee concerns by partnering with Centers of Excellence (Learning Institute, HRIS, Talent Acquisition, Benefits, Absence Management, Employee Relations, Compensation, Payroll) and HR Leadership.
• Delivered accurate HR case outcomes by managing employee inquiry resolution through ServiceNow, updating records and tracking outcomes end-to-end.
• Guided users through INFOR employee and manager self-service, troubleshooting access and navigation issues to enhance user experience.
• Improved service closure and stakeholder satisfaction by soliciting employee feedback, following up quickly, and closing loop on pending requests to meet SLAs.
• Increased employee confidence by interpreting HR policy and providing direct navigation support during inbound phone inquiries.
• Strengthened benefits compliance and employee support outcomes by processing employment verification requests, including Public Service Loan Forgiveness (PSLF) verification.

• Provided Tier 2 support to employees by serving the Employee Service Team for Benefits Administration, Help Desk, and Workforce Administration.
• Improved enrollment and employee understanding by counseling employees on plan features, eligibility, procedures, and premium responsibilities.
• Increased first-contact resolution by accurately responding to written and telephonic inquiries involving Workday access/navigation and benefits guidance.
• Resolved benefits administration issues with internal teams and external vendors, enhancing service reliability.
• Counseled employees on plan features, eligibility, and procedures to improve enrollment and understanding of premium responsibilities.
• Performed monthly reconciliation of carrier invoices to enhance financial reporting accuracy and deliver customer-ready reports.
• Reduced case resolution delays by escalating complex issues to Pod/Account Managers when tools or knowledge base resources were insufficient.

• Ensured LOA compliance for 300 employees by creating and maintaining operational processes that supported accurate execution from request intake through final determination.
• Reduced risk and improved employee guidance by managing leave cases including COVID-19, STD, FMLA (Federal/State), Military leave, Unpaid LOA, union agreements, and company-specific leaves.
• Increased accuracy in eligibility decisions by securing, analyzing, and interpreting medical and statutory documentation for statutory leave determinations aligned with policy.
• Strengthened leave-cycle accuracy by monitoring and tracking critical dates in Workforce Software, reducing missed deadlines and compliance gaps.
• Maintained compliance expertise across FMLA, Medical Non-FMLA, HIPAA, ADA, Military leave, and collective bargaining agreements.
• Increased system compliance and efficiency by recommending improvements to HRMSWeb LOA/Lawson module, validating updates in testing before production deployment.
• Improved internal capability by delivering LOA training to HR staff and new hires, strengthening consistent handling of leave requests.
• Improved employee experience and cost management by developing ad hoc LOA reports, monitoring trends, and presenting recommendations to HR and business leaders.
• Improved manager outcomes by responding to moderately complex LOA issues and providing guidance through ManageEngine (ME).
• Maintained high-integrity records by administering LOA employee data in the Lawson HRIS system.
• Reduced escalations and improved resolution quality by coordinating appropriate next steps with HR, legal, and union representatives for specialized LOA/ADA requests.

• Strengthened HR operations by supporting HR services through maintenance of the Human Capital Management System (HCM) including recruitment workflows, compensation studies, and employment analysis.
• Improved leadership visibility by compiling HR data reports for turnover, compliance, payroll, LOA, organization chart updates, and other HR metrics.
• Improved system adoption by implementing HRIS upgrades and ensuring smoother execution of HR technology enhancements.
• Improved process consistency by creating user-friendly procedures and documentation for HRIS workflows, life events, and data file accuracy.
• Enhanced ATS data integrity by acting as an SME, performing ongoing audits/queries, and analyzing recruiting metrics.
• Improved employee relations outcomes by supporting interviews in complex employee relations matters and recommending solutions aligned to company values.
• Reduced compliance risk by administering and tracking FMLA, LOA, Short-term Disability, ADA, and related leave programs in line with applicable federal/state requirements.
• Increased hiring efficiency by supporting recruitment execution including job description development, open coordination, and onboarding through ATS/ADP Vantage (iCIMS).
• Improved employee and field operations support by handling time-sensitive HR requests for employees and operational leaders.

• Delivered HR products and services with excellence for an assigned subsidiary by ensuring timely execution of HR priorities and employee support.
• Improved payroll accuracy and timeliness by processing weekly payroll submissions through Attendance Enterprise/KRONOS while maintaining accurate records for PTO, OT, benefit time, and leave accruals.
• Strengthened data integrity by maintaining Oracle employee records, processing e-Forms, updating job descriptions, and ensuring compliance-related HR file accuracy.
• Improved reporting quality by maintaining payroll summaries, benefit reports, turnover reporting, and other key HR analytics.
• Increased recruiting volume efficiency by partnering with a temporary agency to post roles and manage inbound resume flow.
• Improved new-hire readiness by guiding onboarding through SuccessFactors and completing new hire orientation requirements.
• Increased engagement by coordinating HR projects, training seminars, and employee engagement through LMS – On Courses.
• Improved employee benefits participation by supporting open enrollment and serving as a subsidiary contact for the Wellness Committee.
• Reduced LOA-related risk by managing leave requests across STD, FMLA, and ADA in alignment with company policy through close collaboration with employees and managers.
• Improved retention feedback loops by conducting exit interviews, identifying recurring concerns, and recommending process improvements to managers.
• Increased accountability and consistency in discipline practices by serving as a project manager for key company activities committees.
• Improved employee relations outcomes by leading investigations, documenting progressive correction actions, administering PIPs, and partnering with legal during escalations.

Created a standardized attendance tracking system that reduced legal exposure and improved the consistency of corrective discipline practices company-wide.