MIRNA MORAN
Jacksonville,Florida
Summary
Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into HR initiatives. Strong communication and interpersonal skills and committed to pursuing best practices related to employee development and retention.
Overview
29
29
years of professional experience
Work History
PT HUB Training Supervisor
UNITED PARCEL SERVICE of AMERICA
01.2021 - Current
- Responsible for training new and existing employees to ensure safety, service and performance standards are met
- Mentored new hires during their onboarding process, accelerating their integration into the company culture and work environment.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Supports operational needs through effective training employees to meet or exceed the operational goals of the sort
- Executes the daily training plan to ensure employees are properly trained
- Reinforces UPS’s methods to ensure the training program is being followed at a high level according to the cornerstone master operating plan
- Ensure that all employees receive specific and detailed orientation, skills and safety training, appropriate materials and information, regular evaluations, and pro-active coaching to support their continued development
- Review turnover reports to identify trends and develop retention strategies
- Perform office duties, enter new employee information into the HFCS system, request new employee badges, provide employee timecards and more
- Assist the HUB when needed i.e Supervise an area ensuring loads are dispatched on time and to appropriate locations.
Onboarding Specialist
DRIVE LOGISTICS
01.2021 - 01.2021
- Full -Cycle recruiting for Owner/Operators
- Pre-qualify, screen and assist drivers with employment applications
- Schedule drug and background screening for selected candidates according to company requirements
- Interpret results of MVR’s, background reports and drug screens within DOT and company policy
- Ensure completion and return of all new paperwork to ensure a complete new hire file
- Answer questions and be a resource for new employees on any issue they may have regarding their employment and getting to know the company culture, processes, and people
- Request all documents to process IRP Tags for new truckers
- Coach, train, educate Onboarding Advisors on full cycle recruiting and employment branding
- Create and innovate, bring new ideas of outreach, niche recruiting, software systems, etc to increase productivity and effectiveness of the onboarding team
- Answering Onboarding Advisors' questions, guiding them through difficult calls or issues
- Assisting other management team members in identifying trends and establishing departmental goals.
- Coordinated pre-employment screenings, background checks, and documentation requirements to expedite hiring timelines and reduce potential delays in bringing talent onboard.
- Put together employee files and collected required digital or physical information to meet requirements.
- Streamlined new hire processes by developing efficient task workflows and checklists.
- Managed multiple onboarding projects simultaneously, ensuring timely completion while maintaining high-quality standards.
- Completed required criminal, credit, or drug tests for new hires.
Client Relations Manager
MAGERS & ASSOCIATES
01.2019 - 01.2021
- Performed general administration duties to include but not limited to, setting up seminars, travel arrangements, bookkeeping, tax file entries, invoices, copying, faxing, mailing and filing
- QuickBooks – journal entries, bank register, reconciliations, Quarterly Payroll, RT-6 , 941 , Monthly Sales Tax, after pay entries
- Create new businesses in ADP and process their payroll and keep all updates
- Knowledge of several online bank systems (Bank of America, Regions, etc.)
- Establish rapport with clients to build working relationships and increase retention
- Prepare financials for audit customers through creative solutions and bind them
- Provide exceptional customer service.
Bindery Team Lead Assistant
THE HARTLEY PRESS
01.2018 - 01.2019
- Hardworking and reliable with an excellent customer service record and superb attention to detail
- Able to collaborate with a team and produce quality work on tight deadlines, Strong knowledge of production, packaging and shipping, Able to handle a number of maintenance and bindery tasks with complete accuracy
- Inspecting products to ensure highest quality
- Troubleshooting to achieve the highest product quality while machine is in operation
- Packaging product quickly and correctly so it can be shipped by the deadline
- Working on special products required by customer
- Interpret and follow direction from a Print Stream work ticket
- Adjusted alignment of drills, cutters and holding devices
- Assisted machine operators with finished products
- Collated components for assembly
- Train staff to perform assembly and manufacture of product.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
AVP, Customer Segment Analyst
MERRILL LYNCH/ BANK OF AMERICA
01.2014 - 01.2017
- Partnered with new hire management, and technology teams to meet service level agreements
- Supported all aspects of a 900 person call center and developed a strong alliance within the organization as well with outside vendors, building solid relationships, mutual respect and trust
- I was responsible in assisting with most call center management functions including but, not limited to the following: Determine facility requirements and space allocation for call center employees
- Evaluate and approve all requests for space allocation/relinquishment or modifications to facilities
- Review and approve all requests for user and desk relocations to maximize capacity
- Initiated and completed projects for expansion and site allocation
- Responsible for new hire process
- Order and coordinate installations of computer, telephone, printer, chair, desk, and building access
- Champions new approaches to improve results by clearly conveying ideas and information to others
- Recognized the need for innovation or improvement and initiated efforts to explore alternative solutions.
- Managed projects efficiently, ensuring timely delivery and high-quality results.
- Streamlined communication channels between departments, facilitating better collaboration on projects across the organization.
Officer GWIM Operations Team Manager - WFM
MERRILL LYNCH/ BANK AMERICA
01.2010 - 01.2014
- Managed, supervised and lead the Workforce analyst team
- Monitored several businesses within Merrill Lynch which would total over 700 employees
- Established and maintained a working relationship with internal clients
- Ensuring we are offering all Workforce Management can do to help them manage their day to day business
- Actively participated in new business implementations
- WFM Genesys maintenance and updates
- Made sure any new virtual queues are added to the respective team to ensure call volume are being captured acutely
- Ensure schedules are accurately produced and validated
- Provided Daily, Weekly or Bi-Weekly forecast and strategic staffing
- Schedule recommendations for new hires
- Identified and improved processed
- Made recommendation to the business the day of if SLs are suffering I.e., Cancel trainings, Team meeting, EDT’s, etc…
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
Site/Operation Coordinator
FLYTEL/BRITISH AIRWAYS
01.2001 - 01.2010
- Monitor Custom view Director to ensure we maintain awareness of staff productivity
- Monitor and report all call center staff adherence
- Ensure daily reports are available for senior management team
- Receive, approve and enter all Shift Trades and other schedule deviations into Workbrain
- Ensure E-workforce Management systems are up to date and accurate
- Act as central point of contact for basic sonic administration i.e., Agent BABS sine distribute/reset
- Administer all union staff members’ bidding processes (shift, vacation, and holiday)
- Coordinate, distribute and account for all overtime (authorized/unauthorized)
- Act as central point of contact for external callers (airports, other BA business areas)
- Maintain accurate account of site manpower as it relates to resource planning
- Performance Related Pay (PRP) monthly commission payout for all departments
- Employee Time keeping thru Workbrain – Sick end year calculation and payout.
Manpower Planning Executive
FLYTEL/BRITISH AIRWAYS
01.2004
- Allocate and coordinate any overtime and daily leave of absence to support the commercial and operational needs of the business within budget
- Produce and manage Holiday bids in line with the business plan and union contracts
- Support the delivery of shift bids for Jacksonville and New York
- Monitor and analyze manpower, vacation and attrition and make recommendations for recruitment, scheduling and training
- Analyze factors affecting the manpower plan and produce manpower planning reports
- Responsible for producing and managing briefing and training allocations for Customer Contact by ensuring training, coaching & development objectives are met with minimum impact on the operation
- Delivered the weekly intra-day forecasts to Call Management.
Reservation Sales Agent (British Airways)
PRECISION RESPONSE CORPORATION
01.2000 - 01.2001
- Receive telephone inquiries concerning air travel and furnish information regarding fares, schedules, routings, flights and other facilities
- Basic booking or releasing of space for maximum usage and the maintenance of general records.
Store Manager
DAIRY QUEEN RESTAURANTS
01.1995 - 01.1998
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Operational management: organizing stock and equipment, ordered supplies, and oversaw building maintenance, cleanliness, and security
- Financial management: planning and working to budgets, maximizing profits and achieving sales targets set by head office, controlling takings in the restaurant, administering payrolls, etc
- People management: recruiting new staff, training and developing existing staff, motivating and encouraging staff to achieve targets and coordinating staff scheduling.
- Managed inventory control, cash control, and store opening and closing procedures.
Education
Skills
- Microsoft Office Applications: Word, PowerPoint, Excel, Outlook, Access, Pivot Table Genesys, Avaya, Aspect, RTA, Workbrain, Customer Service, Forecasting, QuickBooks (Online and Desktop) ADP, Automatic Data Processing, Inc (Payroll system) Thomson Reuters Products (Practice CS, File Cabinet CS, Ultra Tax CS, Onvio)
Accomplishments
- Silvers and 1 Bronze Awards - For extraordinary accomplishments that align with Bank of America core values
- UPS – Employee of the Month
- UPS – Supervisor of the Month Jan and Mar 2024
Languages
Spanish
Native or Bilingual
Timeline
PT HUB Training Supervisor
UNITED PARCEL SERVICE of AMERICA
01.2021 - Current
Onboarding Specialist
DRIVE LOGISTICS
01.2021 - 01.2021
Client Relations Manager
MAGERS & ASSOCIATES
01.2019 - 01.2021
Bindery Team Lead Assistant
THE HARTLEY PRESS
01.2018 - 01.2019
AVP, Customer Segment Analyst
MERRILL LYNCH/ BANK OF AMERICA
01.2014 - 01.2017
Officer GWIM Operations Team Manager - WFM
MERRILL LYNCH/ BANK AMERICA
01.2010 - 01.2014
Manpower Planning Executive
FLYTEL/BRITISH AIRWAYS
01.2004
Site/Operation Coordinator
FLYTEL/BRITISH AIRWAYS
01.2001 - 01.2010
Reservation Sales Agent (British Airways)
PRECISION RESPONSE CORPORATION
01.2000 - 01.2001
Store Manager
DAIRY QUEEN RESTAURANTS
01.1995 - 01.1998
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