Experience

Servicios Funerarios Catolicos

• Puerto Rico
• Religious Institutions
• 1 - 100 Employee

• • Apr 2021 - Present

  Serve Families with care and compassion, while educating and guiding them through the process of making informed decisions to acquire our products and services.Demonstrate by example, the company Core Values in all their dealings with families, staff, and internal/external contacts. Interact with customers and prospect, staff, and many other internal/external personnel/departments. Supervise, guide and mentor Family Service Advisors (Sales force) to ensure monthly sales target in acordance with budget is achieve. Stablish and present sales forecast. Train staff in all matters related to sales, product and customer service. Assist Executive Director in preparing and presenting quarterly reports and presentation to SFC Board of Directors. Show less

• • Jan 2016 - Apr 2021

  Responsible for meeting and developing relationships with Priests, Parish staff, entities and organizations in Puerto Rico region (s) for the purpose of supporting SFC outreach objectives. Oversees the SFC outreach/community network program for Puerto Rico. Organizes outreach events and lead distribution to manager. Conducts outreach presentations and community events.



Sagrado Global

• Puerto Rico
• Higher Education
• 1 - 100 Employee

• Professor

  • Aug 2019 - Oct 2019

  Professor for the Pastoral Department teaching Acompañamiento en el Proceso del Duelo a 16 hours continuous education course. Professor for the Pastoral Department teaching Acompañamiento en el Proceso del Duelo a 16 hours continuous education course.



Arquidiócesis de San Juan de Puerto Rico / WORO-DT / Radio Oro / Radio Paz

• San Juan Puerto Rico

• Human Resources Director

  • Mar 2014 - Jan 2016

  Responsible for developing and promulgating the practices, policies and systems for human resources including recruitment, hiring, affirmative action, compensation, benefit, labor relations, training, development and communications with staff to over 143 parishes, one TV Station and two radio stations. Responsible for ensuring compliance with state and federal laws related to personnel management. Responsible for developing and promulgating the practices, policies and systems for human resources including recruitment, hiring, affirmative action, compensation, benefit, labor relations, training, development and communications with staff to over 143 parishes, one TV Station and two radio stations. Responsible for ensuring compliance with state and federal laws related to personnel management.



Evertec

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

• • Oct 2011 - Feb 2014

  Manage and supervise the entire operation of Workforce Management Solutions business line which includes all labor management SAAS product provided by EVERTEC HR Solutions. Directly supervise employees in the Implementation and Customer Service units to ensure all SLA contracted with customers are fulfill. Design, develop and implement strategies to continue offering world class customer service. Keep track of our competitors’ products and service in order to maintain a competitive advantage. Help Product Manager identified KPI objective. Work with sales group monitoring forecast to ensure availability of resource and time to manage new project and fulfill all business agreement contracted. Assist sales group in product presentation to prospects. Gather and analyze technical specifications of projects to ensure they are all quoted and included in project scope. Quote customers projects and establish amount of hours needed to complete project. Supervise all projects managed by the Implementation unit to ensure they are completed on contract hours and on assign budget. Evaluate and prioritize customers enhancement request to ensure work request are created and assign to programmers for developing. Coordinate with Quality the installation MSI received by the developers in our test, production and DRS environment. Certify environments after installation to ensure customer service will not be affected by new enhancements. Work with Technical units to schedule maintenance and service to all environments. Approve hours allocated to the business line by internal units and external providers. Directly supervise Customer Service unit assuring all first level cases are work in 24 hours period. Authorize escalation of cases to programing and technical units. Supervise Payroll processing and Tax filling unit to ensure customers payroll are manage properly and in compliance with all the regulations establish by government agencies and regulatory units in EVERTEC. Show less

• • Jun 2009 - Sep 2011

  Manage and Supervise the Customer Service, Payroll Processing and Tax Service units of Workforce Management Solutions. Monitor and implement service metrics to ensure service unit is in compliance with SLA contracted in services agreements with our customers. Monitor service representative to ensure unit maintain a 5% or less abandon rate in the call center. Escalate performance issues with the production environment to technical units so the service can be reestablished according to our Recovery Time Objective. Work closely with Technical units to schedule and coordinate maintenance and service to all environments. Notify Management situations that are affecting the services to our customers. Prepare and maintain statistics of level 1 Incidents to present it in monthly meeting with Division Manager. Ensure all first level cases are work by our service representative in a 24 hours period or as establish in customers SLA service agreement. Give guidance to service representative in second level cases. Prepare and review payroll processing schedule to make sure that payroll service units fulfill all corresponding task on time. Prioritize task assign to service representative. If require authorize escalation of ticket to programing or technical unit. Create and monitor employee working schedule to guarantee service will be executed efficiently. Supervise Payroll processing and tax filling unit to ensure customers payroll are manage properly and in compliance with all the compliance and regulations establish by government agencies and regulatory units in EVERTEC. Supervise the tax filling unit to ensure filling and deposit on time for all our customers. Show less



The Loyalty Management Group

• Human Resources

• HR Consultant

  • Jan 2009 - Jun 2009

  Perform as Human Resources Consultant in the daily execution of human resources policies and procedures. In charge of auditing Companies policies, procedures and employee files to assure 100 % compliance with local and federal labor laws. Review and Implement Employee Manual and establish and effective disciplinary action program. Perform as Human Resources Consultant in the daily execution of human resources policies and procedures. In charge of auditing Companies policies, procedures and employee files to assure 100 % compliance with local and federal labor laws. Review and Implement Employee Manual and establish and effective disciplinary action program.



National Group

• HR Practice Leader

  • Oct 2007 - Dec 2008

  Perform as Human Resources Project Leader in the daily execution of human resources policies and procedures. In charge of the Human Resources Information Systems such as Payroll, Time Attendance, Performance Management, E-Learning and Intranet. Liaison between the client and Evertec Project Staff in the implementation of Payroll, Time Attendance, HR Information System, E-Learning and Employees Performance Evaluation System. Support the organization in the implementation process and strategies through effective communication and development of the workforce. Develop and facilitate effective training methods for managers and employees. Help the HR Specialist executes disciplinary actions and assure labor compliance with local and federal laws. Show less