• Performs the functions of a Human Resources Manager for clients and the company's Internal Operations Manager• Provides support and guidance to the HR Team and other staff when complex, specialized, and sensitive questions and issues arise. • Manages and oversees multiple clients within the Organization to ensure that tasks are carried out and resolved in a timely manner. • Highly involved with the clients' HR and Payroll needs and internal business operations. From Onboarding New Hires, Payroll processing, Benefits administration, New Hire and Open Enrollment, Payroll reviews and audits, 401K Funding, Workers' Compensation reviews, Injury Reporting, OSHA 300 Log, and Form 300A completion, Unemployment Claims and Protests, FMLA Administration, Offboarding, Client and Employee Relations, Employee Handbook Reviews• Actively involved and leads New Client Implementation, Internal New Hire Selection and Onboarding, Capacity Planning and Management, and internal process improvements.

Support the Independent Channel business for the Wholesale Division of Havaianas USA. Manage new account set ups, and ongoing support to Field Reps and retailers in US, process initial orders and order changes and fulfillment.Primary Responsibilities:• Answer phone and field calls/solve queries for centralized CS IND Channel. Provide effective and timely answers to Reps/Retailers using tools for proper case handling and effective responses • Register and resolve Independent channel claims related to logistic problems, quality and others• Conduct root cause analysis for the reported problems and recommend actions to solve them • Receive and address quality complaints from Independents and final consumers• Manage product replacements flow to final consumers with quality issues• Provide answers to all general inquiries from Retailers or Reps and maintain the FAQ database updated• Manage return authorization process • Initiate and manage credit memo process • Assist with payment follow-up, invoice needs, and credit limit/ card updates in order to prevent credit hold issues• Support with account set-up process• Update and maintain account master data• Assure all communication with final consumers is aligned with Brand strategy and attributes• Responsible to manage quality complaints and issue replacements or refund orders when applicable.

Aug 18, 2014-July 26, 2016SBS Implementation Manager-Provides guidance and direction to a team of Implementation Specialists and manage day-to-day operations-Responsible for mentoring, developing and maintaining a high-performing team who support small businesses in the East and South region-Responsible for managing performance and making sure that established standards are achieved, especially during critical work days (YE and FYE)-Collaborates with Sales, Back Office and Resource Coordinators in ensuring that orders are built, Implementation milestones are accomplished, all payroll issues are addressed before the client is transitioned to Client Services-Resolves client and corporate escalations to meet and exceed NPS goals-Responsible for the selection and hiring of new Implementation SpecialistsOct 1, 2013- Aug 17, 2014 SBS Implementation Analyst Manager-Handled a team of 12-15 analysts catering to businesses in the Midwest RegionC-ollaborated with Implementation Managers and Resource Coordinators to achieve daily,weekly, monthly productivity goals -Responsible for distribution and managing of tasks to ensure that orders meet SLAs-Responsible for mentoring, developing and maintaining a high-performing team who support small businesses in the Midwest Region-Served as a Mentor to the ADP Emerging Leaders Program–Cohort 1-Responsible for the selection and hiring of new Implementation AnalystsAug 20, 2012-Sep 30, 2013 SBS Wholesale-Team Manager-Managed and maintaied high level of performance and engagement through coaching, mentoring-Resolves payroll escalations and issues-Responsible for task delegation and order management-Responsible for performance management and associate developmentMay 2, 2011- Aug 19, 2012 Totalsource ESC-TM-Supervised a team of 10-15 associates to ensure WSEs receive high quality service through FCR-Responsible for resolving escalated issues regarding benefits, payroll deductions and assist WSEs with any HR issues

Main responsibilities at work include:• Providing real-time assistance to agents• Evaluating and providing feedback to employees to improve call/email quality and performance metrics and reach operational excellence• Analyzing call/email statistics to ensure performance and quality standards are met. • Resolving agent issues and implement disciplinary actions whenever necessary• Developing agents through regular coaching and mentoring As the Cluster POC, I am also responsible for:• Coordinating with the Service Level Team and the Commonwealth site to ensure service levelrequirements are met.• Attending Daily Client Calls together with the Operation Managers to discuss trends and issues being encountered by the agents• Updating the Cyber LaunchPad (webpage) to ensure that both Alabang and Commonwealth sites are calibrated with email processes and Daily Client Call updates• Generating Daily, Weekly, Monthly APT (Average Processing Time) Reports to show individual,team and overall Site Performance• Ensuring accuracy of Scorecards of the Cyber Cluster before final submission to the Site POC. As the Cluster Point of Contact for Monthly scorecards, I validate and then collate all scorecard disputes before being forwarded to the Site Point of Contact. Involvement/Association: Part of the Convergys Alabang Talent Development Team – in charge of the Communications Team and ensured all information about the program is disseminated through email communication, banners and posters. Also been responsible for creating the program’s logo, poster design and layout, and also in updating the bulletin board. Collaborated with Team Leaders and Managers in developing the structure of talent acquisition in DIRECTV Alabang and participated in the Second level of the selection process by being part of the Panel Interviewers.