Reginald Gutierrez Email & Phone Number

San Antonio, Tx, Us

San Antonio, Texas, United States

Benefits AdministrationOversees all benefit enrollments and terminations for health, dental, vision to include billing, vendor communications and annual open enrollment.Acts as the primary point of contact and expert ensuring benefit options are provided in a clear and positive manner to all employees.Administers the 403B plan, running the bi-weekly 403B report and assists with the annual audit.Communicates accurate information about SAFBs Paid Time Off program, leave programs such as FMLA and bereavement, and all other HR related benefit programs.Human Resources AdministrationCompletes new hire onboarding and ensures the accuracy of I-9 documentation, background screenings, drug testing, and the set-up of new employee files.Creates and manages MVR and Department of Transportation employee files.Works with the Director and Human Resources Clerk to review, input, and quality control all bi-weekly payroll changes; assist Accounting with any issues or concerns in payroll.Acts as a subject matter expert of HR/SAFB policies and procedures; recommends changes when necessary and appropriate.Conducts audits of various HR programs and recommends any corrective action as requested.Updates Staff Website as needed with relevant and accurate information.Assists in employee retention strategies, recognition, and special events.Works with the Employee Engagement Coordinator to identify training, develop, and maintain a training schedule, make suggestions for delivery of the training, and perform the training classes.Works with the Employee Engagement Coordinator to recommend updates to job descriptions, post job postings, close job postings when filled and assist in screening applicants.Assists with the annual evaluation process and updates employee rosters and other HR reporting programs/tools.Assists Director of Personnel and Training with various research projects and/or special projects.Provides accurate information for surveys, grants, audits and inquires.

San Antonio, Tx

Led a team of 11 resources across three distinct functions: Global Support Owner, Training, and Quality & Listening. Practiced the Agile methodology. Championed my team of project managers to develop their ability to identify risks and mitigate issues. Created meaningful analysis to key client and internal stakeholders to provide a continuous flow of information and project statuses utilizing metrics and feedback to set new standards. Contributed to the monthly and quarterly business reviews by presenting metrics and progress towards KPIs and process standards while providing analysis on trends and ongoing projects. Utilized various project management applications such as SAP and Jira. Led the transformation of our client support structure from a reactive model to a proactive model. We implemented case analysis processes to identify recurring issues in the client's software subscriptions to proactively solution; we segmented high performing support resources and assigned them to our high priority clients and implemented a "white glove" approach to their needs; and we identified areas of waste in regards to software subscriptions that were not providing our clients with any value and eliminated them for our list of offerings.Implemented a Command Center structure to enhance collaboration and alignment between the GSO, Training, and Quality & Listening services, resulting in improved operational efficiency of reduction in intra-project communication turnaround time by 92%.Successfully increased the delivery team's Net Promoter Score (NPS) from 52 to 75 by enhancing feedback dissemination and proactive collaboration with the client v-team.Managed the internal quality team's transition to a new quality audit platform, adhering to the client’s production deployment schedule on application review, UAT feedback, and quality management processes, while identifying over 30 application gaps and collaborating with the client on addressing issues.

San Antonio, Texas Metropolitan Area

Key Responsibilities:Managed and optimized the customer service contact solution for unemployment insurance benefits within a high-pressure, rapid-response environment.Provided comprehensive daily support to the team by closely monitoring call metrics, addressing escalations, and resolving high-level inquiries.Coordinated effectively between multiple vendors and internal teams to ensure alignment and consistency in employee responses and service quality.Facilitated bi-annual Key Performance Indicator (KPI) discussions with the client, leveraging data-driven insights and feedback to establish and refine performance standards.Presented detailed metrics and progress towards KPIs and process standards in monthly and quarterly business reviews, offering insightful analysis on trends and ongoing projects.Notable Achievements:Spearheaded the successful implementation of a robust quality management process for the unemployment insurance contact center, resulting in a notable 10% increase in service quality within one month.Led the strategic design of a 250-person workforce structure to optimize contact center operations, collaborating closely with Workforce Management and project leadership.Orchestrated the quality management process for a large-scale 2000-person contact center project, consistently driving improvements in service quality metrics.Supervised a team of four direct reports overseeing 90 resources, providing expert support in contact center operations, quality management, and training.Directed the onboarding process for an average of 35 resources per month through a comprehensive project training program, ensuring seamless integration and alignment with organizational standards.

San Antonio, Texas Area

Key Responsibilities:Managed and directed multiple teams responsible for delivering Tier 1 HR services across North America within a global pharmaceutical company.Provided hands-on leadership by overseeing day-to-day operations, including monitoring call metrics, resolving escalations, and addressing high-level inquiries.Collaborated closely with Tier 2 HR services and internal client HR teams to ensure consistent quality and alignment with organizational objectives.Played a pivotal role in strategic discussions with clients during bi-annual Key Performance Indicator (KPI) reviews, leveraging data-driven insights to establish and refine service standards.Presented comprehensive performance reports and progress updates during monthly and quarterly business reviews, offering valuable analysis on trends and ongoing projects. Practiced the Waterfall project management methodology. Key Achievements:Spearheaded the seamless transition of all Tier 1 HR services to offshore colleagues, meticulously coordinating training initiatives and technology integration efforts.Implemented a Workday HR system for the Tier 1 HR team, overseeing training programs and facilitating assessments to ensure smooth adoption, resulting in streamlined processes and improved employee efficiency.Orchestrated the successful integration of an AI-enabled live-chat solution, enhancing operational efficiency and client satisfaction.Demonstrated exceptional leadership by significantly improving the quality calibration score between the client and Accenture, achieving a near-perfect alignment.Maintained an unwavering commitment to meeting and exceeding service level agreements and key performance indicators, resulting in a consistently high monthly customer satisfaction score of 98% for 11 consecutive months.

San Antonio, Texas Area

Key Responsibilities:Team Leadership and Management: Effectively managed and mentored a team of HR professionals, providing day-to-day support, guidance, and direction to ensure optimal performance and adherence to service standards.Client Collaboration: Fostered strong relationships with internal and external stakeholders, collaborating closely with Tier 1 HR services and client HR teams to align processes, calibrate employee responses, and maintain service quality.Vendor Management: Partnered with clients to identify, select, and integrate third-party vendor services, ensuring seamless integration and alignment with organizational objectives.Performance Analysis and Reporting: Played a crucial role in monthly and quarterly business reviews, presenting comprehensive metrics, progress towards Key Performance Indicators (KPIs), and actionable insights to drive continuous improvement and enhance service delivery.Process Optimization: Led initiatives to develop and implement standardized templates and best practices, resulting in significant cost-to-serve savings and improved operational efficiency across the Delivery Center.Achievements:Developed and implemented MOS standard templates, resulting in substantial cost-to-serve savings and operational efficiencies.Successfully integrated three new HR clients to the Delivery Center, ensuring stability and optimization within 90 days of go-live.Led engagement initiatives that contributed to enhanced employee morale and strengthened team cohesion, ultimately driving improved performance and client satisfaction.

San Antonio, Texas Area

Supervised and managed the incident queue for the Transactions team, ensuring timely and efficient resolution of issues.Conducted in-depth research and analysis on escalated service issues, providing detailed histories and root cause analysis to facilitate effective problem-solving.Provided hands-on support to Transactions Team Representatives in completing incidents and transactions during high workload periods, ensuring continuity of service delivery.Conducted rigorous quality checks on transactions processed by Transaction Team Representatives, maintaining high standards of accuracy and compliance.Delivered comprehensive training sessions on new transaction processes to team members, ensuring smooth implementation and adherence to best practices.Generated reports and detailed analyses on work volumes and trends, presenting findings to the client and leveraging transaction incident data to inform strategic decision-making.

San Antonio, Texas Area

Orchestrated and led comprehensive training sessions to facilitate the seamless transition of the Transactions team from San Antonio to Bangalore, India, ensuring proficiency in all operational aspects and adherence to organizational standards.Conducted tailored training programs for newly onboarded Transactions team members, equipping them with the necessary skills and knowledge to effectively contribute to team objectives.Spearheaded the performance management phase of the client conversion process, meticulously monitoring and evaluating team performance to optimize productivity and maintain service excellence.Provided invaluable mentorship and guidance to team members, leveraging expertise in transactional processes and best practices to foster a culture of continuous improvement and achievement.

San Antonio, Texas Area

Key Responsibilities:Accurately input and validate corrections and data entries into the HR system, ensuring data integrity and compliance with company policies and regulations.Efficiently process and manage the onboarding of new hire associates into the HR system, including the batching and verification of essential documentation.Handle the distribution of separation notices to terminated associates in a timely and sensitive manner, adhering to legal requirements and company procedures.Maintain and oversee the call retaining system, ensuring prompt resolution of service tickets and providing support to HR team members as needed.

Ba, Geography

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