Daniel Mendoza Email & Phone Number

Mexico

• Implement Onyx products with clients globally. • Use Salesforce as the onboarding project management tool and record-of-truth for all implementation activities.• Ensure expectations are managed through sales process to production. • Build a good relationship with clients, acting as primary processing contact and support in the implementation process for clients in their use of Onyx products.• Verify processing needs and define set up needs.• Establish technical and… Show more • Implement Onyx products with clients globally. • Use Salesforce as the onboarding project management tool and record-of-truth for all implementation activities.• Ensure expectations are managed through sales process to production. • Build a good relationship with clients, acting as primary processing contact and support in the implementation process for clients in their use of Onyx products.• Verify processing needs and define set up needs.• Establish technical and operational set up.• Complete formal end-of-project turnover process, ensuring Client Support has all necessary information at handover.• Proactively liaison with Onyx internal stakeholders regarding implementation activities. • Provide quality solutions which suit the individual needs of the customers and that are aligned with Onyx's objectives and capabilities.• Consistently monitor client activity and provide guidance through the complete implementation.• Conduct training sessions with clients. Show less

San Luis Potosí, Mexico

• Knowledge Management Leader covering Americas, APAC and EMEA.• Define the knowledge management strategy for knowledge bases across CRMs (Salesforce and ServiceNow) and maintain high quality, up-to-date, and searchable content for audiences.• Work effectively across the organization with stakeholders and HRS teams SMEs to develop and support documentation of processes.• Knowledge base utilization and efficiency tracking through KCS metrics.• Lead, coach and develop KM… Show more • Knowledge Management Leader covering Americas, APAC and EMEA.• Define the knowledge management strategy for knowledge bases across CRMs (Salesforce and ServiceNow) and maintain high quality, up-to-date, and searchable content for audiences.• Work effectively across the organization with stakeholders and HRS teams SMEs to develop and support documentation of processes.• Knowledge base utilization and efficiency tracking through KCS metrics.• Lead, coach and develop KM analysts.• Establish writing guidelines based on knowledge base best practices and develop the team to ensure they are achieving or surpassing them.• Monitor progress by leveraging analytics to assess the impact, engagement, functionality and effectiveness of knowledge management strategy. Show less

• Knowledge Management focal for Americas.• Coach degree for KM Articles based on KCS methodology and provide training to HRS. Be• Bridge the content gap in the knowledge data base by detecting trends, analyzing and improving the knowledge data base according to the data extracted from Coveo. • Designed and implemented Operating System for Knowledge Management team and SEO focal.• Lead project/strategy for utilization of new processes/tools by creating materials to educate… Show more • Knowledge Management focal for Americas.• Coach degree for KM Articles based on KCS methodology and provide training to HRS. Be• Bridge the content gap in the knowledge data base by detecting trends, analyzing and improving the knowledge data base according to the data extracted from Coveo. • Designed and implemented Operating System for Knowledge Management team and SEO focal.• Lead project/strategy for utilization of new processes/tools by creating materials to educate employees on key, heavy lift end-to-end processes and associated tools.• Implementation of HTML language for the embellishment of the knowledge data base.• Lead the measurement of quality and attach rate related metrics for the Americas team.• Close content gap on the chat bot used on HRS by translating requirements into content solutions.• Coordinate the inclusion of multimedia on knowledge articles. Show less

• Responsible of provide daily metrics to Leadership for analysis and continuous improvement, based on Salesforce reports for Customer Satisfaction, Inventory and Cycle Time. Usage of Avaya to detect calls received/lost and agent's performance. • Manage escalations received for the APPS operation, partnering with global and local HRS teams to ensure a prompt resolution and improve the customer experience.• Document on the knowledge data base, communicate to the team and manage… Show more • Responsible of provide daily metrics to Leadership for analysis and continuous improvement, based on Salesforce reports for Customer Satisfaction, Inventory and Cycle Time. Usage of Avaya to detect calls received/lost and agent's performance. • Manage escalations received for the APPS operation, partnering with global and local HRS teams to ensure a prompt resolution and improve the customer experience.• Document on the knowledge data base, communicate to the team and manage escalations related to the functionality of Learning Hub and HR Direct on a timely matter. • Americas SME for HR Direct, Learning Hub, Bravo (Rewards & Recognition) and Knowledge Management approver.• Responsible to supervise and improve the APPS Americas operation in the points of contact offered by the company (Live chat, email and phone calls) to reduce inventory and increase team's efficiency.• HRS processes improvement by detecting opportunity areas on activities required on the day-to-day basis.• Contribute on developing the knowledge data base for its own growth and stability.• Americas POC for HR Help support to EMEA and APAC regions.• Provide training for new hires and refreshers for senior agents, on HR Direct and Learning Hub tools.• Flawless support to Executive Customers, on end to end execution of Human Resources Services and processes. Show less

• Expertise agent with full knowledge on HR Applications (PeopleSoft, HR Direct, Learning Hub, Cornerstone, HPD).• Collaborated with colleagues to improve productivity and impact positively in daily metrics.• SME of HR Direct and Learning Hub for Americas. Responsible to analyze and manage data to deliver solutions to the applications by collaborating with the Technical Support Teams across the globe.• Americas focal for HR Applications - Kaizen events in Learning Hub, Cornerstone… Show more • Expertise agent with full knowledge on HR Applications (PeopleSoft, HR Direct, Learning Hub, Cornerstone, HPD).• Collaborated with colleagues to improve productivity and impact positively in daily metrics.• SME of HR Direct and Learning Hub for Americas. Responsible to analyze and manage data to deliver solutions to the applications by collaborating with the Technical Support Teams across the globe.• Americas focal for HR Applications - Kaizen events in Learning Hub, Cornerstone and HR Direct.• Partner with Technical Support Teams, EMEA and APAC focals to direct customers to proper delivery channels accomplishing a decrease on Cycle Time and an improvement on Customer Satisfaction. Show less

• Responsible to work directly with customers to support the delivery of corporate and local human resources processes including internal transfers, promotions, terminations, administrative tracking and complex technical application problems, trough Live chat,emails and phone calls.• Payroll US, Canada and Mexico cross-training and full operational support. • Global scope of processes in Americas,APAC and EMEA regions, focusing in the company’s operational system and resolving… Show more • Responsible to work directly with customers to support the delivery of corporate and local human resources processes including internal transfers, promotions, terminations, administrative tracking and complex technical application problems, trough Live chat,emails and phone calls.• Payroll US, Canada and Mexico cross-training and full operational support. • Global scope of processes in Americas,APAC and EMEA regions, focusing in the company’s operational system and resolving questions/problems/requests in a timely manner.• Contribute with the team’s goals to ensure a prompt resolution maintaining full customer satisfaction. Show less