• Develops the plan that will be implemented by reviewing and establishing strategic priorities and converts them to quantitative and actionable plans.• Develop and manage Key Performance Indicators (KPI) to forecast and analyze team performance.• Facilitate accurate budgeting, resource planning, and goal-setting.• Coach team leaders to help implement the plan and meet the team’s goals.• Collaborate with the directors and global leadership team in setting the agendas and vision.• Analyze major cause of opportunities and provide constructive solutions and effective preventative plans.• Enabling innovation and creativity to develop new winning strategies.• Improve processes through globalization.• Develop a culture of professionals with ethical behavior to support continued growth, productivity and positive employee and client relationships.• Overall accountable to the governance of stakeholder, operation, leaders, and team members.

• Develops the plan that will be implemented by reviewing and establishing strategic priorities and converts them to quantitative and actionable plans.• Develop and manage Key Performance Indicators (KPI) to forecast and analyze team performance.• Facilitate accurate budgeting, resource planning, and goal-setting.• Coach team leaders to help implement the plan and meet the team’s goals.• Collaborate with the directors and global leadership team in setting the agendas and vision.• Analyze major cause of opportunities and provide constructive solutions and effective preventative plans.• Enabling innovation and creativity to develop new winning strategies.• Improve processes through globalization.• Develop a culture of professionals with ethical behavior to support continued growth, productivity and positive employee and client relationships.Overall accountable to the governance of stakeholder, operation, leaders, and team members.

• Lead, coach, mentor, motivate, and develop a group of teammates. Manage coaching sessions to review team member’s performances, strengths, weaknesses, goals, career paths, development needs, and progress.• Lead and help the team achieve business goals, operational goals, and individual goals by planning, analyzing, strategizing, and coordinating day-to-day activities of the Time & Labor and Oracle team.• Prepare team statistics – daily, weekly, monthly, quarterly.• Act as the first point of contact for general inquiries and escalations raised by team members and stakeholders. Providing RCA, action plans, and preventive actions.• Working collaboratively with Payroll team, HR and stakeholders to ensure all payroll interfaces operate effectively.• Review process documentation to ensure that all processes/activities performed by the team are sync with the actual execution of the process.• Ensure all calendar activities and reporting requirements are met. Responsible in ensuring that service level agreement is met.• Identify opportunity areas, design new processes, and implement new/improved solutions to improve results and increase productivity.

• Manages and leads a team of Tier 1 members providing great customer service to AECOM employees in the US, Canada, and Latin America. • Communicates goals, best practices, strategies, and deadlines to the team. Motivates team members, assesses performance and rewards accomplishments.• Supervising and managing day to day operations and staffing. Monitor case closure to ensure that the set objectives and metrics are achieved. Keeps management updated on team performance.• First point of contact for any issues, updates and escalations. Monitor and resolve client escalations, prepare root-cause analysis and action plans to improve service.• Conduct team meetings, huddles, and coaching sessions. Identify areas for improvement and training needs to improve team's performance. Listen to team members’ feedback and resolve any issues or conflicts. Conduct hiring interviews and assist with training.• Accomplish organization goals by accomplishing requests, and exploring opportunities that adds value to the Company through process improvements that may lead to a better customer experience, improve processing time and/or reducing cost.

• Manages and leads a team of Tier 1 members providing great customer service to AECOM employees in the US, Canada, and Latin America. • Communicates goals, best practices, strategies, and deadlines to the team. Motivates team members, assesses performance and rewards accomplishments.• Supervising and managing day to day operations and staffing. Monitor case closure to ensure that the set objectives and metrics are achieved. Keeps management updated on team performance.• First point of contact for any issues, updates and escalations. Monitor and resolve client escalations, prepare root-cause analysis and action plans to improve service.• Conduct team meetings, huddles, and coaching sessions. Identify areas for improvement and training needs to improve team's performance. Listen to team members’ feedback and resolve any issues or conflicts. Conduct hiring interviews and assist with training.• Accomplish organization goals by accomplishing requests, and exploring opportunities that adds value to the Company through process improvements that may lead to a better customer experience, improve processing time and/or reducing cost.

-First point of contact for any issues, updates and escalations.-Weekly meeting with In Country HR Partners.-Daily huddle with the team for reminders, aging cases, updates and escalation discussions.-Supervising and managing day to day operations and staffing.-Manage daily activities to ensure we maintain a culture of professionalism, discipline and personal responsibility as well as accountability.-Creating an inspiring and motivated team environment with an open communication culture.-Empower team members by delegating tasks and set deadlines.-Discover training needs and provide coaching. Listen to team members’ feedback and resolve any issues or conflicts-Recognize high performance and reward accomplishments -Supervise and monitor case closure to ensure that the set objectives and metrics are achieved.-Monitor and resolve client escalations, prepare root-cause analysis and action plans to improve service.-Forecast volume on a monthly and quarterly basis based on trending, cyclical events and unforecasted activities. -Accomplish organization goals by accomplishing requests, and exploring opportunities that adds value to the Company through process improvements that may lead to a better customer experience, improve processing time and/or reducing cost.-Process and performance review to identify training gaps, knowledge base improvement and planning training/refresher sessions. -Training, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; enforcing policies and procedures.-Maintains and improves operations by monitoring system performance; identifying issues/problems to prepare and complete action plans to provide closure.-Evaluate audit findings and implement appropriate corrective and preventive actions. Analyze data to identify areas for improvement -Investigate customer complaints and non-conformance issues.-Monitor risk management activities.

Be the first point of contact for all HR-related queries.• Assist in the recruitment process like posting of vacancies, sending test questionnaires to applicants, creating contracts, etc.• Make sure that new employees are in the system before they begin and their profile are accurate. • Administer HR-related documentation, such as contracts of employment, passports, promotion letters, leaver letters, etc.• Ensure the relevant HR database is up to date, accurate and complies with legislation. • Providing employees and employers references when needed.• Assist employees with their benefits like pension, private medical insurance, flexible benefits, eye tests, flu vouchers, reimbursements etc.• Make sure employees’ employment requirements are complete before their probation ends, coordinate with Managers if they are happy for employee to pass probation and provide probation letters based on the confirmation of the manager.• Assist employees with their maternity, paternity and parental leaves. Making sure their maternity letters are sent on a timely manner and their holidays and record are up to date.• Assist employees with their studies, trainings and developments.• Make sure that zero hours timesheets are accurate and entered on time for payroll cut off.• Authorise invoices that Accounts Payable receives.• Assisting the business with Flower orders for those employees who had new born babies, compassionate leave, etc.• Process employees who are leaving the company and making sure their holidays, remunerations and benefits are paid accordingly.• Conduct exit interviews.

I am a Senior Payroll Analyst also known as Client Services and we serve the small businesses in the United States for payroll.Below are the list of our job responsibilities:Answer incoming client (business-to-business) calls and/or makes outbound telephone calls to clients with high focus on world-class service and first call resolution. Enters payroll data recieved via telephone, email and fax into the payroll processing system. Completes all required information accurately and timely to ensure an acurate payroll for client. Updates client information as necessary. This position puts high emphasis on quality service.Answer basic client questions regarding payroll including processing procedures, deductions/earnings setups,and taxes. Identifies clients that have not called-in payroll as scheduled. Refers complex questions/issues to Client Services for follow-up and resolution. also reviews payroll and verifies that information is correct prior to processing. Corrects any terminal errors and determines cause of error(s).Clients will also call us for the hours of their employees, sometimes they will have changes on an employee’s information, sometimes they will add and employee and we need to enter everything of it in the system accurately.In payroll,everything should be accurate. Every bit of information of an employee, the date and day of the payroll and each number that we enter in the payroll is important and needs to be correct. We need to double check and verify on each detail to make sure that all is correct. Sometimes we also assist clients on doing their payroll online, specially when it’s their first time doing it by themselves. We need to proactively teach them everything that they need to know like how to add a check or stop a direct deposit or simply to check the report where they will be able to see how much will they need for their payroll.For me, being a Senior Payroll is providing the highest quality of service that client’s deserves.

In FIS, I was first a CSR for COBRA account. COBRA is a Federal Law in the USA that gives opportunities to those unemployed people to still have the chance to continue their medical insurance from their previous employer through COBRA. Then after a few months, I was chosen to be part of the Carrier Updates team which is a Non-voice Tier2. We handled “Coverage Not Active” cases. These cases are made when a customers calls in saying that her medical, dental or vision coverage is showing as terminated on the insurance company’s profile. So we send updates to either the insurance company, or their previous employer to make their medical, dental or vision coverage active again and we do it through phone, fax or email.A few months later, I was chosen again to be part of a new line of business as a CSR for Health and Welfare account. In this account, we handled insurances for active employees so if they have questions about the insurances through their employer, they call us.

As a Directory Assistant, the only thing we do is to answer phones, ask for the city and state, and give the correct phone number to the customer. Sometimes, customers ask for the address instead or the name of the business or the person who is registered under a specific phone number or address. But it’s not that easy cause we need to have a very fluent American accent, we answer more than 100 calls a day and every call should be less than 20secs for us to be stay on a good track for AHT.

As a barista, mainly what we do is to create the highest quality of coffee that we could offer to our customers and to give them the most awesome customer service experience of all. We upsell new foods and featured drinks, we prepare beverages like Frappuccinos, hot and cold drinks and we are the also ones who prepare the mixes for those beverages. We clean up our store, and also the equipments we use so that it can be maintained as good as new. Not only that, we also organize our backroom office and check everything to be sure that all is standard and not expired.