Stefany Hurtado
Orlando,FL
Summary
UKG Ready solutions consultant with 5+ years of time and labor management (TLM) and accruals experience. Advanced troubleshooting expertise and client-facing delivery across support-to-consulting transition. Consistent OSAT above 90% each year. Converts complex requirements into clear, working solutions that drive client confidence.
Overview
2
2
Languages
10
10
years of professional experience
Work History
Solutions Consultant
UKG
Orlando, Florida
03.2026 - Current
- Design and configure UKG Ready solutions for clients, focusing on Time and Labor Management (TLM), Accruals, and supporting modules
- Delivered client implementation projects, working with customer teams to turn business requirements into working configurations
- Apply best practices in workforce management and system configuration so setups meet client goals
- Explain complex system concepts to technical and non-technical stakeholders, acting as a trusted advisor to client project teams
Product Support Specialist
UKG
Orlando, Florida
11.2021 - 03.2026
- Served as Subject Matter Expert (SME) for Time and Labor Management (TLM) and Accruals, handling escalated cases from teammates and owning them from investigation through resolution
- Resolved 120+ cases per month on average (peak months above 160) while keeping an OSAT above 90% every year, including 95.9% in the most recent year
- Performed root cause analysis across configuration, employee data, and time calculations to find lasting fixes, and explained findings clearly to customers
- Implemented smaller-scale customer projects and configuration changes, advising clients on setup best practices
- Coached teammates through case guidance and knowledge sharing, and helped write knowledge articles used by the support team
- Helped build the everboarding training program with the support team, leading to faster ramp-up, stronger case closure results, and higher OSAT for new reps
- Contributed to the CSM project by training and developing support reps in India
Department Manager
Nike
Orlando, Florida
01.2018 - 11.2021
- Supported operations for the top-revenue Nike store in Florida, including hiring, training, and development for 200+ employees
- Led the men’s department, which generated $26 million in revenue in one fiscal year
- Helped create the Rookie Training Camp, a new onboarding program that supported large-scale hiring, kept the store staffed, and improved product knowledge, customer service, and efficiency
- Coordinated staffing, training, and performance expectations for frontline employees.
Department Manager
Finish Line, Inc
Orlando, FL
12.2016 - 01.2018
- Managed scheduling, coaching, and daily operations to keep service levels high
- Managed daily store operations and supported retail team performance
- Coached associates on service standards and product knowledge.
- Resolved customer concerns and handled escalated service issues
Education
Bachelor of Science - Psychology
University of Central Florida
Orlando, FL05-2023
Skills
UKG Ready HCM: Time and Labor Management (TLM), Accruals, Payroll, Scheduler
Consulting and Implementation: Requirements Assessment, Solution Design, System Configuration, Build and Configuration, Documentation, Client Onboarding, Best Practices
Support and Troubleshooting: Subject Matter Expert (SME), Escalation Management, Root Cause Analysis, Structured Troubleshooting, Case Ownership, Issue Resolution
Client Management: Trusted Advisor, Stakeholder Communication, Client Training, Customer Satisfaction (OSAT)
Training and Leadership: Mentoring and Coaching, Knowledge Base Documentation, Onboarding Program Development, Hiring, Team Development
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Solutions Consultant
UKG
03.2026 - Current
Product Support Specialist
UKG
11.2021 - 03.2026
Department Manager
Nike
01.2018 - 11.2021
Department Manager
Finish Line, Inc
12.2016 - 01.2018
Bachelor of Science - Psychology
University of Central Florida