Veronica Sanabria
Miami,USA
Summary
Experienced Human Resources professional with 6+ years of experience in HR operations, client relations, sales and technology-driven solutions. Proficient in systems such as Salesforce, Jira, SharePoint, and Microsoft Office, with a strong track record of resolving complex challenges, optimizing processes, and delivering exceptional service. Dedicated to driving organizational excellence through strategic problem-solving, effective communication, and a commitment to fostering productivity and engagement.
Overview
8
8
years of professional experience
Work History
CX Solutions Analyst
Paycor
Miami, USA
08.2024 - Current
- Streamlined the onboarding of new hires and rehires by validating and coordinating employee documentation with global stakeholders, ensuring compliance with federal, state, and international regulations
- Achieved a reduction in onboarding turnaround times from 3 weeks to 2 weeks, improving employee experience and efficiency
- Conducted in-depth analysis of client data to identify trends, assess risks, and implement process improvements, resulting in a 80% increase in client satisfaction and enhanced operational workflows
- Partnered with Sales, Implementation, and Support teams to address complex HR and payroll challenges, including compliance discrepancies, payroll adjustments, and employee record management, delivering seamless client experiences
- Designed and led onboarding and mentorship programs for new associates, focusing on HR policies, payroll systems, and customer service strategies, boosting team performance and readiness by 50%
- Served as the primary point of contact for addressing my client's needs, delivering all HR, payroll, and comprehensive HCM solutions that enhanced relationships and drove improved retention metrics
Customer Advocate - Payroll
Paycor
Miami, USA
04.2023 - 08.2024
- Monthly educated more than 100 clients with all Paycor's HCM software concerns including onboarding new hire and rehire employees, sharing company documentation and maintaining employee records such as Legal full name, compensation, deductions, benefits and calculating employee paychecks
- Daily supported clients in meeting internal and external compliance requirements on all urgent auditing necessities involving federal, state, wage, benefit and hour laws with payroll policies and procedures on payroll check corrections, company and employee payroll reporting, payroll submissions, transactions, stop payment requests, garnishments, and all other payroll distribution and delivery requests on Paycor's HCM software
- Established relationships with internal and external departments via email, phone, and video meetings with but not limited to all urgent client company necessities on bank account changes, 401k Edi feeds, time off policy set up, I.T work orders, access, budgeting, and pricing opportunities
- Lead 50 permanent hires as of August 2023 through the engagement of more than 10 peer to peer shadow mentoring training sessions which focused on the professional development of new hires on all inbound and outbound payroll call inquires on payroll policies and procedures on Paycor's HCM software and Salesforce through best practices, strategies and enforcing all company, departmental, and quality metrics and goals
- Hosted a 6-week Onboarding Ambassador afternoon check in sessions with new hires which developed strong relationship building that increased employee retention through provided instructional notes, training feedback and an organized end of day sent email with Paycor websites, role relating articles and activities to fully prepare new hires in their undergoing roles
Deployment Administrator
Norwegian Cruise Line Holdings Ltd
Doral, USA
10.2022 - 11.2022
- Managed the process to collect and verify all documentation for new hires and rehires joining crew, has been received and is compliant with international and local requirements
- Analyzed all pre-employment medical reports to ensure that all potential crew members are in compliance with physical requirements for shipboard employment
- Coordinated with all global hiring partners, joining crew members, U.S
- And foreign embassies/consulates, port agents, as well as shipboard and shoreside team members to ensure that all pre-employment documentation requirements have been met including logistics requirements such as air transportation, group transportation and hotel arrangements and that special arrangements are ensured for joining crew members who are not in possession of all required documents
- Coordinated with the scheduling team, travel team and global hiring partners to research and procure the most cost-effective travel, while maintaining compliance with established policies, and applicable regional visa restrictions
- Investigated all cases where crew members are not able to join a ship according to schedule, and ensure appropriate payroll deductions forms are completed in order to recover any cancellation fees/penalties as appropriate via payroll deductions
- Escalate irregular situations to Manager Ship Administration for resolution, as needed
Grievance Coordinator
Alivi Transportation
Doral, USA
09.2020 - 10.2022
- Answer ten grievances a day about non-emergency medical transportation to appointments such as member missing appointment, being late, being involved in an accident, leaving items in transportation, rude transportation drivers, or vehicle had issues
- Educated ten members a day about non-emergency medical transportation procedures and NEMT policies via grievances
- Partnered with medical transportation vendors to assist with reporting requirements
- Sent provider relations and contact center department coaching from members which did not receive services requested or promised, such as a wheelchair, or vehicle issues
- Reported and submitted fraud claims in situations where medical transportation claims had picked up member, but member claimed hadn't been picked up
Customer Service
Alivi Transportation
Doral, USA
07.2019 - 09.2020
- Answered seventy inbound calls daily (following HIPPA guidelines) and coordinated, confirmed, and canceled member's non-emergency medical transportation
- Analyzed history of seventy different members' profiles regarding non-emergency medical transportation
- Partnered with help desk to help members having trouble scheduling non-emergency medical transportation
- Facilitated members with locating lost items and sent to concierge department
Sales Associate
OndadeMar
Coral Gables, USA
12.2016 - 06.2019
- Coordinated employee schedules, monthly budgets, and sales
- Aided 5 customers in person and 5 via phone with questions, concerns, or desired guidance on latest trends and styles on bathing suits and bathing suit clothing and accessories fitting all body types including but not limited to a rectangle, triangle, hourglass, inverted triangle and round
- Utilized strategic tactics such as cross-selling and up-selling to drive sales while providing a comfortable and inviting shopping experience to customer
Sales Associate
Macys
Miami, USA
10.2016 - 12.2016
- Daily Kept sales floor organized and presentable while handling about 5 points of sales transactions, returns, and exchanges for all new and returning customers
- Day-to-Day juggled about 5 customers interactively with general assistance and information on store current promotions and store merchandise in results of driving business growth and advocating sales
Education
Bachelor of Applied Science - Supervision and Management, Concentration in Human Resource Management
Miami Dade College
Miami, FL12.2026
College Credit Certificate - Business Specialist - General Business
Miami Dade College
Miami, FL12.2022
Associate of Arts - Business Administration
Miami Dade College
Miami, FL12.2020
Skills
- Microsoft Office
- Oral and Written Communication
- Team Management
- Scheduling
- Training and Development
- Onboarding
- Quality Assurance
- Conflict Resolution
- Customer Service Protocol
- Organization
- Inbound and Outbound Call Center
- Salesforce
- Analytical Problem-Solving
- Attention to detail
- Grievance Incidents
Languages
- Spanish
- English
Timeline
CX Solutions Analyst
Paycor
08.2024 - Current
Customer Advocate - Payroll
Paycor
04.2023 - 08.2024
Deployment Administrator
Norwegian Cruise Line Holdings Ltd
10.2022 - 11.2022
Grievance Coordinator
Alivi Transportation
09.2020 - 10.2022
Customer Service
Alivi Transportation
07.2019 - 09.2020
Sales Associate
OndadeMar
12.2016 - 06.2019
Sales Associate
Macys
10.2016 - 12.2016
Bachelor of Applied Science - Supervision and Management, Concentration in Human Resource Management
Miami Dade College
College Credit Certificate - Business Specialist - General Business
Miami Dade College
Associate of Arts - Business Administration
Miami Dade College
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