- Lead and managed payroll-related projects, ensuring successful completion within established timelines and budgets.- Collaborated with cross-functional teams to define project requirements, set objectives, and establish project plans.- Conducted thorough analysis of existing payroll systems and processes, identifying opportunities for improvement and implementing solutions.- Developed and implemented process improvement initiatives to enhance efficiency, accuracy, and compliance.- Stayed up-to-date with changes in payroll laws and regulations, ensuring ongoing compliance in all payroll practices.- Collaborated with IT teams to implement payroll system enhancements, driving improved functionality and user experience.

• Responsible for representing LATAM as the point of contact in the global split project for the new consumer company in terms of process review, documentation, and general migration• Participation in several regional and Global projects aimed at improving the area's systems and processes.• Lead the company's termination process for Colombia, Brazil, and Mexico through monitoring, metric analysis, identifying improvement opportunities.• Ensure that transactions are carried out in accordance with SLAs• Ensure a positive experience in terms of time, service, and the effectiveness of internal customer requests.• Suggest and follow up on opportunities for HR process improvement (Job changes, terminations, leaves, compensation changes, etc.)

QM & Customer Experience Specialist | Bogotá, Colombia | May 2018 – April 2021.• Training sessions implementation for the affected areas to decrease their impact in operation• Keep track of the post-interaction survey results to ensure action plans are in place in response to opportunities discovered.• Work on survey strategies that help to improve the survey's outcomes and increase participation.• Participation in Global projects to ensure improvements and automation of specific operational processes.• Support the operation by ongoing assistance to prevent mistakes in the procedures being used.• Ensure that processes are carried out in accordance with the company's compliance established documentation.Achievements• Design and implementation of a new customer service quality management model allowed the scope of the monitoring to be expanded.• Automatization of the QM model that reduced the need for two FTEs to carry out QM processes.• The development and implementation of a case management model that allowed Salesforce to be used to improve the case management process inside customer service operations.• Development of a new management and follow-up strategy for the Post-Interaction Survey that allowed for increased client participation and the recording of responses.

• Look into and analyze client-impacting cases to determine each process's responsible areas.• Ensure that the company's established policies are followed correctly• Proactively manage and direct client-impacting situations.• Report and suggest new ways to improve the company´s processes and customer service• Ensure that customer responses are provided in accordance with the SLAs established for each process.