Experience

RDI Connect

• United States
• Telecommunications
• 1 - 100 Employee

• HR Manager

  • Feb 2019 - Present



Sutherland

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Human Resources Manager

  • Aug 2011 - 2017

  • Opening Sutherland Global Services site in Zona Franca (FTZ-Fontibon-2012).• Recruitment and Hiring ramp up plan for initial operations in Bogota, Colombia (2012).• Leading major hiring processes for Colombia bringing employees from temporary agency contracts to direct hiring and transitioning employees from our Site in Zona Franca (FTZ), to our North Facilities including retention plans for such transitions. • HR Manager of Bogota site with actual Head Count 647 employees.• Building strategic partnerships within internal and external clients including major programs and brands such as: Google, Spotify, NICE, Schlumberger, AT&T, McAfee, Account Now.• Management of hiring processes and alignment for Colombian and foreign employees.• Management of Work visas for foreign employees with Immigration Offices in Colombia.• Building strategic partnerships with entities that allowed international exchange and experiences for employees including recruitment of talent (AIESEC). • Management of employee profiles and folders within HR archive.• Management of disciplinary and corrective processes complying with Colombian Labor Legislation for Bogota employees.• Management and Implementation of attrition and retention plans for Bogota including reducing attrition under 5.00% within the BPO industry.• Design and implementation of HR policies for the company in Colombia including the creation of Employee Handbook which was adopted by our Global Corporation within the best practices of the company.• Code of conduct implementation and translation for our local company.• Database (HRMS) accuracy and follow up to keep up updates within the company’s HR platform. • Management of annual Performance Management System that included salary increases and performance evaluations for all employees.• Planning and implementation of plans to support Service Delivery on shrinkage and absenteeism.



Sutherland

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• LATAM Account Manager for AT&T Uverse

  • Mar 2009 - Aug 2010

  • Active participation to launch Sutherland Global Services Bogota: Recruitment/HR processes and Service Delivery responsibilities in Zona Franca (FTZ).• Launching and sustaining ramp up plan for AT&T Uverse Account in Barranquilla, Col.• Leading account of 120 consultants, and 18 Members for Support Staff.• Management of KPI performance – ATT Uverse Tech Account.• Platinum Standards. Sustaining AT&T Uverse Program on the Global Top 2 performers between other 29 sites (Including other Sutherland Geos and external vendors).• Aligning processes and policies by working closely with HR department in Sutherland sites in Colombia (Bogota and Barranquilla):• Attrition Reports• Interviews for HR/Recruitment and Service Delivery• Follow up and management of types of leaves books (vacations, unpaid leaves, paid leaves).• Payroll reports and meetings to align processes with Temp Agency and the Internal payroll department. • Direct client interaction to ensure partnerships and present program’s performance and action plans that included improvement. • Mentoring and developing new support leaders for the Operations.

• LATAM Senior Team Manager for AT&T Uverse

  • Mar 2008 - Mar 2009

  • Leading Team of 8 Team Managers and 100 consultant program. • Direct interactions with client including implementation of performing plans with AT&T. • Weekly and monthly huddles with Team Managers and support staff to ensure programs performance. • Interaction with Sr. Global Account Manager to share best practices and present follow up and performance plans.• Monitor Team managers performance and queue utilization management• Feedback , coaching and 1:1 to behavior and skill improvement• Be Subject Matter Expert at Team Manager´s needs.• Manage reporting tools to track attendance, performance, coaching, appraisals, etc• Execute team building activities.• Manage professional development for consultants to identify talent.

• Team Manager

  • Jul 2007 - Mar 2008

• SQMS Coordinator

  • Apr 2007 - Jul 2007

  • Building trust and Setting up initial quality processes and programs.• Coordination on Calibration and Quality processes for the Accounts assigned under my responsibility.• Development of SQMS strategies and reports to manage SQMS of 5 Accounts in Monterrey, Mexico: o AT&T Uverse Techo ACE Insuranceo Bright House Networkso MacAfee LATAM (Portuguese)o Blackberry RIM• Management of a Team of 12 Quality Specialists:• Setting objectives and annual plans.• Developing and coaching of QA Specialists.• Coordination of payroll for Quality Team.• Building coaching strategies and sharing best practices with other accounts and Geo’s

• Quality Specialist

  • Jan 2007 - Apr 2007