Lourdes Morales
Human Resources Manager at Presbyterian senior Living- Claim this Profile
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Bio
Tresa Howington MBA
I had the pleasure of working with Lourdes for many years, when she served on my team as Employee Services Manager for the Customer Contact Center of Chevy Chase Bank. Lourdes was a strong contributor, highly effective at handling sensitive employee relations issues, ensuring that our recruiting and training processes met the Center's staffing needs, and leading initiatives to drive a positive employee experience and talent retention. Lourdes is a detail oriented manager who delivers on her commitments, possesses the utmost integrity, and relates well to others at all levels. Working with Lourdes over the years has been an absolute joy!
Catherine Mitchell CPC, CSP
I had the pleasure of assisting Lourdes with staff augmentation during her tenure at Chevy Chase Bank. Lourdes' high standards; her strong expectations; along with her wonderful interpersonal skills created the consummate professional so enjoyable to work with.
Tresa Howington MBA
I had the pleasure of working with Lourdes for many years, when she served on my team as Employee Services Manager for the Customer Contact Center of Chevy Chase Bank. Lourdes was a strong contributor, highly effective at handling sensitive employee relations issues, ensuring that our recruiting and training processes met the Center's staffing needs, and leading initiatives to drive a positive employee experience and talent retention. Lourdes is a detail oriented manager who delivers on her commitments, possesses the utmost integrity, and relates well to others at all levels. Working with Lourdes over the years has been an absolute joy!
Catherine Mitchell CPC, CSP
I had the pleasure of assisting Lourdes with staff augmentation during her tenure at Chevy Chase Bank. Lourdes' high standards; her strong expectations; along with her wonderful interpersonal skills created the consummate professional so enjoyable to work with.
Tresa Howington MBA
I had the pleasure of working with Lourdes for many years, when she served on my team as Employee Services Manager for the Customer Contact Center of Chevy Chase Bank. Lourdes was a strong contributor, highly effective at handling sensitive employee relations issues, ensuring that our recruiting and training processes met the Center's staffing needs, and leading initiatives to drive a positive employee experience and talent retention. Lourdes is a detail oriented manager who delivers on her commitments, possesses the utmost integrity, and relates well to others at all levels. Working with Lourdes over the years has been an absolute joy!
Catherine Mitchell CPC, CSP
I had the pleasure of assisting Lourdes with staff augmentation during her tenure at Chevy Chase Bank. Lourdes' high standards; her strong expectations; along with her wonderful interpersonal skills created the consummate professional so enjoyable to work with.
Tresa Howington MBA
I had the pleasure of working with Lourdes for many years, when she served on my team as Employee Services Manager for the Customer Contact Center of Chevy Chase Bank. Lourdes was a strong contributor, highly effective at handling sensitive employee relations issues, ensuring that our recruiting and training processes met the Center's staffing needs, and leading initiatives to drive a positive employee experience and talent retention. Lourdes is a detail oriented manager who delivers on her commitments, possesses the utmost integrity, and relates well to others at all levels. Working with Lourdes over the years has been an absolute joy!
Catherine Mitchell CPC, CSP
I had the pleasure of assisting Lourdes with staff augmentation during her tenure at Chevy Chase Bank. Lourdes' high standards; her strong expectations; along with her wonderful interpersonal skills created the consummate professional so enjoyable to work with.
Experience
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Presbyterian Senior Living
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United States
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Hospitals and Health Care
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200 - 300 Employee
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Human Resources Manager
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Jul 2011 - Present
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Human Resources Coordinator
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Nov 2010 - Jul 2011
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Human Resources Generalist
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Jun 2008 - Aug 2009
*Manage the full life cycle recruiting process and candidate stimulation for high-volume staffing season *Provide guidance and direction to managers and staff with regard to employee relations issues includig reviewing complaints, corrective action documentation, conducting investigations and recommending solutions *Act as primary liason between center employees and payroll and/or benefits regarding inquiries and discrepancy resolutions *Manage the full life cycle recruiting process and candidate stimulation for high-volume staffing season *Provide guidance and direction to managers and staff with regard to employee relations issues includig reviewing complaints, corrective action documentation, conducting investigations and recommending solutions *Act as primary liason between center employees and payroll and/or benefits regarding inquiries and discrepancy resolutions
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Capital One
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United States
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Financial Services
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700 & Above Employee
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Employee Relations Specialist/Assistant Vice President
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Apr 2007 - Jun 2008
*Performed a broad range of employee relations activty for designated lines of business*Consulted with line of business managers on a variety of issues including corrective action, policy clarification, leave of absence, discrimination and harassment complaints, and exit interview trends*Consulted with employees regarding a wide range of issues and complaints*Conducted exit interviews, assess trends, and identified serious issues to review with management*Investigated discrimination and harassment complaints in conjunction with line of managment and made recommendations for future action Show less
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Employee Services Manager/Assistant Vice President
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Jul 1999 - Apr 2007
*Tracked and report cirtical employee data to Human Resources and management monthly, including attrition, corrective action, salary and staffing updates*Provided recruiting and staffing support to the Customer Contact Center*Analyzed employee turnover or attrition trends by providing high-level reporting derived from feedback collected during the exit interview process*Tracked and reported to Senior Management attrition trends, FTE status, leave of absence, tenure, and salary for the entire Contact Center*Served as the liason between Human Resources department and the Customer Contact Center to ensure the organization, completeness, and compliance of all documention*Served as the first point of contact for employee relation issues*Worked collaboratively with Human Resources and Management to ensure that policy guidelines for corrective action, including attendance met all copliance requirements Show less
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Transaction Review Supervisor
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Dec 1997 - Jun 1999
*Managed workflow for six Card Security Transaction Review Representative*Prepared representative's quality and productivity reviews for senior management*Provided accurate reporting of fraud losses to senior management*Ensured various transactions queues were monitored daily*Ensured daily summary of production statistics and pending volumes were provided to management
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Transaction Review Representative II
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Jun 1997 - Dec 1997
*Provided direction and managed work flow for seven Card Security Transaction Review Representative's in the Supervisor's abence*Maintained Security Master File by providing daily summary of production statistics and pending volumes to management*Monitored various transaction queues for accounts statused fraud to confirm fraud claims validity and contacted cardholders when necessary
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Card Fraud/Charge-off Specialist
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Jan 1997 - Jun 1997
*Responsible for auditing and analyzing Cardholder Master File history based on fraud claim to identify recovery opportunities*Identified, recommended, and processed charge-off for all accouts that met eligibility criteria*Prepared accurat daily and month-end demographic/fraud write-off reportingAnalyzed detailed and varied information regarding the transactional history of accounts and prepared daily reports
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Recovery Analyst
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Aug 1995 - Dec 1996
*Identified recovery opportunities prior to charge-off through careful analysis of the account history in order to reduce the Bank's net fraud loss*Reviewed fraud case files to determine charge-back rights*Prepared and processed charge-back and re-presentments
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Community
