Santo Domingo de Guzmán, Distrito Nacional, Dominican Republic
Experienced operations and administrative professional with 20+ years of success in customer service, team support, and process improvement. I specialize in helping teams run smoothly by bringing structure, consistency, and clear communication to fast-paced, people-focused environments. My background includes HR and people operations support such as onboarding coordination, employee record and profile management, system upkeep, attendance tracking, and monthly reporting. I’m known for staying organized, following through on details, and creating a dependable experience for both employees and internal stakeholders—especially in remote settings. I’m certified in Project Management and Virtual Assistance, with additional experience in virtual accounting support, including payroll preparation, quotes/estimates, and invoicing. Strengths I bring to every role: strong organization, proactive problem-solving, professional communication, and the ability to manage multiple priorities while supporting cross-functional teams. Adaptable, detail-oriented, and committed to continuous improvement and operational excellence.
Promoted from HR Administrative Assistant to lead the end-to-end employee lifecycle for a diverse remote workforce. I serve as the primary point of contact for 150+ employees across multiple clients, ensuring a "white-glove" support experience that balances high-level engagement with rigorous administrative accuracy. Employee Lifecycle Management: Oversee the full employee journey from post-recruitment onboarding through offboarding, and conducting ongoing wellness and engagement check-ins. High-Volume Coordination: Manage 150+ monthly employee touchpoints, utilizing structured scheduling and follow-up strategies to maintain consistent communication and engagement. Performance & Relations: Act as a coordinator for performance-related concerns, supporting corrective actions and improvement plans with a focus on clarity, professionalism, and employee support. Cross-Functional Collaboration: Partner closely with internal teams to ensure alignment on employee status, updates, and overall experience across multiple clients. Retention & Engagement: Proactively identify early signs of disengagement and address concerns to support employee satisfaction and retention.
• Provided comprehensive onboarding support by sending welcome emails, PandaDoc packets, and TimeDoctor invitations to new hires. • Managed HR systems by maintaining and updating HR boards in Monday.com for accurate workflow organization. • Logged daily attendance and managed documentation to ensure compliance and accuracy across departments.
- Lead a 15-20 member team overseeing daily operations, ensuring efficient handling of US-based clients. - Developed and implemented operational strategies to meet and exceed daily production targets. - Manage daily reports to monitor KPI’s including AHT, Quality metrics and absenteeism rates, delivering data-driven feedback to enhance agent performance. - Drafting emails, handling business communications, and participating in conference calls with management and cross-functional teams to ensure quality standards and improve overall team performance.
Reponsible for developing and delivering comprehensive training programs to new and existing call center representatives, ensuring that they possess the skills and knowledge necessary to excel in their roles.