Ricardo Sanchez
McAllen,TX
Summary
Human Resource professional with experience in technology and entertainment companies, influencing change through data-driven analytics, strong cross-functional partnerships, and trusted collaboration.
Overview
20
20
years of professional experience
Work History
HR Operations Specialist
Ticketmaster
06.2021 - 06.2025
- The HR Operations Specialist delivers global support to the Human Resources team, managing day-to-day activities that assist HR business partners and leaders across the business.
- Serve as primary HR operations subject matter expert across employee lifecycle.
- Support and facilitate the transition of HR operations activities from the HR business partner team into the central HR Shared Services group in partnership with the local HRBP teams and the HR Operations Manager
- Provide primary or secondary HR operations support by processing system transactions (through Workday), documenting process workflows, and implementing process improvements to drive organizational efficiency.
- Participate and provide subject matter expertise in various technology enhancement, self-service and process improvement projects; performs research and analysis and provides recommendations.
- Partner with the HR management team to ensure consistent implementation of processes and programs.
- Identify process gaps, improvement/enhancement opportunities and partner with manager to execute changes.
- Oversee creation and maintenance of process documents for HR processes, HR systems, background checks and internal reference guides.
- Partner with key internal and external stakeholders including legal, payroll, benefits, immigration and other teams providing timely guidance and clarification on all matters as inquired by employees and managers.
- Ensure timely and accurate data entry, processing, and auditing of employee transactions.
- Facilitate local onboarding and induction for new hires globally.
- Draft employment contracts and job change letters for distribution to the employee.
- Cross trains other HR operations team members, especially as it relates to local/subject matter areas of expertise.
- Problem solving on a variety of issues where analysis of situations or data requires a review of identifiable factors; exercises judgment within defined procedures and practices to determine appropriate action.
HR Analyst
Ticketmaster
11.2018 - 06.2021
- Collect and analyze HR data: Evaluate metrics like turnover rates, employee satisfaction, and absenteeism.
- Generate reports and dashboards: Present insights to HR teams and leadership to inform decision-making.
- Monitor workforce trends: Identify patterns in hiring, productivity, or retention to recommend improvements.
- Support compliance efforts: Ensure HR practices align with employment laws and company policies.
- Collaborate on strategy: Work with HR and management teams to develop strategies for workforce planning.
- Evaluate HR tools and systems: Assess the performance of HR software and suggest optimizations.
Attendance Analyst
Ticketmaster
02.2018 - 11.2018
- Utilized Excel to analyze and track employee attendance patterns, identifying trends and discrepancies to improve workforce management.
- Managed and documented employee attendance for the entire call center, ensuring accuracy and compliance with company policies.
- Coordinated employee calendar adjustments during organizational realignments and post-training graduations for both sales and customer service teams.
- Prepare reports based on employee attendance data upon request.
- Resolve calendar issues for supervisors and managers, making necessary adjustments as needed.
- Collaborates closely with Workforce and supervisors to effectively support agents in resolving scheduling issues.
Customer Service Representative
Ticketmaster
01.2008 - 02.2018
- Developed a strong understanding of organizational policies and procedural workflows.
- Received increased responsibilities to enhance my ability to deliver superior customer satisfaction.
- Learned to utilize software solutions that facilitated a proactive and hands-on approach to servicing customers.
- Providing information: Giving fans accurate and helpful information about upcoming events, ticketing, or other relevant details.
- Answering customer inquiries: Addressing questions about events and tickets, via email, phone or other channels.
- Maintaining records: Documenting interactions and updating information in relevant systems.
- Resolving issues: Troubleshooting problems and finding solutions to ensure fan satisfaction.
- Liaising with the social media Team: Working with them to resolve complex issues and improve the overall fan experience.
Sales Representative
Ticketmaster
10.2006 - 01.2008
- Managed high volumes of inbound customer calls, providing support and resolving inquiries.
- Developed the ability to convert informational calls into sales opportunities.
- Engaged with a diverse range of individuals and quickly adapted to new work environments.
- Gained proficiency in using various computer systems and software platforms.
Customer Service Representative
Dominos Pizza
01.2005 - 01.2006
- Prepare and cook pizzas according to recipes and customer specifications.
- Maintain a clean and organized work area, adhering to food safety and hygiene standards.
- Manage time effectively to ensure timely preparation of orders.
- Collaborate with kitchen staff to ensure smooth operations during busy periods.
- Handle and store ingredients properly, monitoring inventory levels.
- Operate and maintain pizza-making equipment.
- Assist in other kitchen duties as needed.
- Provide excellent customer service when interacting with customers
Education
Some College (No Degree) - History
University of Texas – Pan American
Edinburg, TXAssociates - History
South Texas College
McAllen, TX12.2016
Skills
- HR Data, Analytics and Insights
- Time Management
- Problem solving
- HR Policies and Procedures
- Employee Relations
- HR Programs and Project Management
- Training and Development
- HRIS Technologies (Workday)
- Organizational Design
- Staff Recruitment and Retention
- Superb customer focus, attention to detail and organization skills
- Ability to work in a fast paced, quickly changing environment
- Outstanding communication and interpersonal skills
- Compensation and benefits
- Policy implementation
- Employee Onboarding and offboarding
- Specific skills include proficiency in Microsoft Word, Excel, and PowerPoint; adaptability; strong commitment to rules, regulations, and ethical standards; high motivation; customer focus; ability to maintain confidentiality; enthusiasm; and a quick learning ability
Timeline
HR Operations Specialist
Ticketmaster
06.2021 - 06.2025
HR Analyst
Ticketmaster
11.2018 - 06.2021
Attendance Analyst
Ticketmaster
02.2018 - 11.2018
Customer Service Representative
Ticketmaster
01.2008 - 02.2018
Sales Representative
Ticketmaster
10.2006 - 01.2008
Customer Service Representative
Dominos Pizza
01.2005 - 01.2006
Associates - History
South Texas College
Some College (No Degree) - History
University of Texas – Pan American
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