Zulimar Grunther
Orlando,FL
Summary
Conscientious, compassionate and driven human resources professional with keen on helping employers recruit, develop and retain qualified candidates. Skilled at partnering with management teams to build employee-centric cultures promoting positive morale, optimizing productivity and securing leadership pipeline. Motivating and positive with excellent interpersonal, coaching and communication skills.
Overview
10
10
years of professional experience
Work History
Bilingual Sales Supervisor
GEICO
01.2023 - Current
- Developed and implemented customer service policies to enhance satisfaction.
- Educated staff on organizational mission and goals to help employees achieve success.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Led major initiatives within the department that drove innovation or addressed critical business challenges.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Devised and implemented processes and procedures to streamline operations.
Bilingual Talent Coordinator (MDP Program)
GEICO
06.2022 - 01.2023
- Spearheaded departmental growth through: structuring of leadership development, development & implementation of strategies to strengthen the leadership pipeline.
- Coordinated interview schedules, ensuring a smooth and timely process for both candidates and hiring managers.
- Developed strong relationships with hiring managers, gaining insights into their team needs and desired candidate profiles.
- Enhanced candidate experience by managing the end-to-end recruitment process and maintained accurate records of all recruitment activities, ensuring compliance with applicable laws and regulations.
- Contributed to employer branding initiatives, promoting company culture and values through various channels.
- Drove communication between directors, managers, supervisors and MDP's to maintain efficient and successful management and leadership development.
- Conducted exit interviews to gather feedback from departing employees on ways to improve the overall employee experience.
Bilingual Service Supervisor
GEICO
05.2021 - 06.2022
- Streamlined topic structure and process to follow during new hire orientation period (14weeks).
- Strategized, Developed and served as subject matter expert for leadership development workshops focused around time management, career coaching, leadership development and engagement.
- Reduced department OT payroll expense while still covering required shifts through implementation of “flex” program strategy. Delivered increased engagement and reduction of turnover.
- Launched weekly communication initiative to educate peers in Sales and Service on all matters SVL, including reporting.
- Created structure to alleviate SVL hurdles by auditing on a weekly basis and automating process of training to gate licensed associates efficiently.
- Obtained my grade 66 promotion at 9m mark.
- Implemented quality control measures to ensure consistent levels of excellence across all aspects of service delivery.
Bilingual Service MDP
GEICO, Government Employees Insurance
09.2020 - 05.2021
- Developed and implemented diverse strategies as optimization champion, increasing participation, engagement and OT shift coverage.
- Learned new skills and applied to daily tasks to improve efficiency and productivity
- Prepared variety of different written communications, reports and documents
- Managed team of employees, overseeing hiring, training and professional growth of employees
- Led projects and analyzed data to identify opportunities for improvement
- Resolved conflicts and negotiated mutually beneficial agreements between parties
Bilingual Customer Service Representative
GEICO
07.2020 - 09.2020
- Navigated multiple computer systems expertly to handle customers' sales and service needs achieving 90% reissue closure and 87% customer satisfaction..
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
- Demonstrated leadership qualities through participation and management support. Invited to interview for accelerated Management development program (MDP).
Remote Service Supervisor
ADVANTMED, RECORDFLOW
01.2014 - 01.2016
- Supervised remote agents located in PR, Philippines and US.
- Evaluated employee performance and coached and trained to improve weak areas.
- Boosted team performance by developing customer service training materials and conducting service training for both new hires and established associates.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Led major initiatives within the department that drove innovation or addressed critical business challenges.
Education
MBA - Human resources
National University College - Bayamon
Bayamon, PRBBA - Human Resources Management
National University College - Bayamon
Bayamon, PR02-2019
Skills
- Employee Onboarding
- Performance Appraisal
- Payroll Processing
- Recruitment and selection
- Operations Management
- Career Development
- Succession Planning
- Exit Interviews
- Workforce Planning
- Employee Recognition Programs
- Leadership Development
- Policy Improvement Recommendations
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Bilingual Sales Supervisor
GEICO
01.2023 - Current
Bilingual Talent Coordinator (MDP Program)
GEICO
06.2022 - 01.2023
Bilingual Service Supervisor
GEICO
05.2021 - 06.2022
Bilingual Service MDP
GEICO, Government Employees Insurance
09.2020 - 05.2021
Bilingual Customer Service Representative
GEICO
07.2020 - 09.2020
Remote Service Supervisor
ADVANTMED, RECORDFLOW
01.2014 - 01.2016
MBA - Human resources
National University College - Bayamon
BBA - Human Resources Management
National University College - Bayamon
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