► Supported directors and managers to navigate recruitment, training, discipline, information technology, and all other HR and employee relations concerns► Managed systemization, processes, reports, analyzed inefficiencies and authored new systems based on organizational needs► Handled employee complaints, grievance procedures and tackled employee requests► Managed payroll, reviewed and corrected daily time punches for all employees► Conducted new hire orientation and oversaw the onboarding process ► Led 401(k) administration responsibilities and benefits renewal and administration► Executed Worker’s Compensation claims, ADA, FMLA, STD, LOA, Unemployment Claims, Withholding Orders► Designed and implemented an enhanced performance management system for annual performance reviews► Created an attendance tracking system utilized for managing workforce and performance

► Full cycle recruitment- source, screen, interview, evaluate candidates, background and reference checks► Provided solutions and strategies to improve delivery and exceed client expectations► Utilized various tools and network to create and execute strategies that are efficient to present quality matches

► Successfully directed a team of remote professionals providing HR support and guidance to all employees ► Managed all aspects of employment life cycle, compensation, benefits administration, employee relations, onboarding and offboarding, performance management reviews, implementation of systems and compliance, delegation of tasks around recruitment and training to increase overall productivity by 50% ► Resolved employee grievances, implemented disciplinary actions based on offenses, implemented employee engagement activities, behavioral coaching practices that led to employee satisfaction and below 5% attrition► Trained virtual assistants on calendar management, travel management, basic bookkeeping, project management and systemization► Mentored business owners or CEOs on how to begin and build a great working relationship with virtual assistants giving them free time to make strategic decisions in growing their businesses► Conducted interviews, prepared final candidates, deliberated with CEOs and made offers to candidates► Managed processes on systemization, monitored attrition and implemented strategies to improve retention and employee satisfaction► Website content writer, authored contracts, code of conduct, company policies, systems and processes, functional strategies, and training materials► Handled monthly payroll almost perfectly for 3 years with 0.1% error, engagement budgets, updated financial dashboards, and managerial reports relevant to decision making► Initiated and led the creation of Alchemy Academy and held webinars to create a robust and smart playlist for onboarding new hires and clients

► Key Performance Indicators: Client Satisfaction, Employee Satisfaction, Attrition, Profitability, Service Level % ► Ensured that we are meeting SLA targets by working closely with recruitment team and by conducting interviews, managing onboarding and monitoring training progress► Coached, motivated, and developed Team Managers responsible for the day-to-day performance of teams of call center agents who provide customer service on behalf of the company’s clients. ► Maintained a sound operational system on all departments based on business needs and continuous improvement in order to maximize performance of more than 150 employees while managing revenue► Analyzed return of investment or impact of initiatives to performance, financialsrevenue monthly quarterly and yearly ► Created action plans, delegated and directed work to team members, appraised performance; rewarded employees, implemented development plan and disciplinary actions; addressed problems.► Planned and hosted team, program and company events

Other Businesses:► Marissa's Bakery - family-owned ► Jajuma Food Corner ► Famous Belgian Waffles Franchisee

► Responsible for providing business impacting ideas through statistical analysis to improve site performance and make sure we’re number 1 against competes.► Interacted with clients about workforce management, forecasts, actual headcount, site performance daily.► Attended conference calls and calibration meetings to ensure compliance of procedures► Handled Early Stage/ Bucket 1 and 2 account managers towards achieving their individual targets► Collaborated with peers and management to come up with new action plans, strategies and changes to adhere to client based targets and demands monthly and to achieve company goals► Developed account manager’s performance through coaching, managing their AFI’s through root-cause analysis and monitoring their progress on established action plans► Handled 3rd party collection calls as an agent for 1 year

► Conducted SAT, TOEFL, IELTS group classes/ face to face learning to Koreans, Chinese and Japanses students of various ages► Developed and improved materials for lessons► Provided informative materials and topics regarding different areas of opportunities and ensured that students get satisfying results in English language proficiency tests► Evaluated learning progress of students, recommended materials to use and learning strategies

► Taught verbal and written English to Korean students► Executed critical quality assurance guidelines to closely monitor and evaluate students’ progress monthly and report to their parents