Hazel Morera Lopez Email & Phone Number

Costa Rica

Costa Rica

- Conducted audits for Onboarding and Worker Eligibility HR teams for the North America region (US and Canada). - Planned, led and executed a cross-organizational project to overhaul and automate the Quality scoring program across all HR Service Delivery Operations teams.- Provided feedback to associates related to their QA performance and worked with them to establish actionable goals to help improve the QA metric. - Performed monthly data mining and analysis and reported on findings to Operations team leadership to outline areas of opportunity in processes and partnered with team managers and specialists to drive strategies for closing gaps.- Presented process improvement plans for the Onboarding and Worker Eligibility teams and executed in partnership with team specialists and managers.

Costa Rica

- Responsible for the performance management of a 15-20 agent team in the Employee Resource Center, which handled phone and chat contacts from employees regarding a variety of HR topics, such onboarding, payroll, benefits, terminations.- Allocated resources and organized processes to drive workplace efficiency and productivity, and minimize potential risks.- Managed, tracked and analyzed key performance metrics to ensure organizational goals were met.- Responded to escalations, identifying root causes, providing short term and long term resolution to prevent future escalations.- Responsible for the end-to-end hiring process for new team members.- Collaborated with support teams, such as Quality and PMs, to drive process improvement initiatives.

Costa Rica

- Subject matter expert in HR topics such as payroll issues, health and financial benefits, employee’s lifecycle with the company, and various policies for specific populations of employees.- Managed escalations when an employee’s inquiry was not resolved at first contact or when further research was required.- Provided floor support to associates in the Employee Resource Center team, assisting them with questions and customer issues, and provide support to Team Manager with data and performance tracking. - Completed data mining of KPIs and metric reviews of the team to identify trends and areas of improvement.- Performed quality reviews and provided performance feedback to associates to establish actionable goals for improvement.- Coordinated and delivered training to new associates, and provided mentoring support during their learning-curve period (3 months).- Created and updated SOP documents to ensure accuracy of processes.

Communicated company news, site events, employee accomplishments and policy or procedure changes to over 1800 employees in Costa Rica and Mexico, through a daily digital newsletter. Worked on over 430 projects creating text for promotional materials, videos, presentations and training aids for the different lines of businesses, the corporate social responsibility program, the human resources department, as well as leadership and networking workshops hosted by employee engagement groups. Verified that text and images included in all materials and messages adhered to the company’s branding guidelines, strategies and values.Coordinated and wrote articles for the company’s social responsibility program quarterly newsletter, which had high visibility at the executive level, locally and abroad. Worked closely with the Human Resources department to create promotional and training materials to provide over 1500 employees with support during the outplacement process.

English-Spanish interpreter for calls from different US based companies in various industries, including the medical and insurance fields, utility services, technical support and financial services. Accurately and timely interpreted complex calls with diverse scenarios, from customer service issues (basic) to medical emergencies and sworn statements (advanced).Acted as a side-by-side mentor for new hires, monitoring calls, providing detailed evaluations and feedback to improve performance, and handling situations on the spot as they arose.

Provided solutions and information updates to clients’ auto and home insurance questions and problems. Responsible for making policy changes and adjustments according to the clients’ needs through three different types of systems and various applications used simultaneously.Maintained up to date with changes in insurance laws and regulations across all US states, applying the knowledge to daily work and consistently reaching above target quality scores.

Bachelor'S Degree, International Relations And Affairs

Education record

Activities and Societies: President of Key Club