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Work Background
BuyTheBay GroupTransaction Coordinator
Apr. 2024Greater Tampa Bay Area · Remote
Independent ConsultantSenior HCM Implementation / Support Independent Consultant
Feb. 2024Greater Tampa Bay Area · Remote
HRchitectSenior HCM Implementation Consultant (UKG Pro)
Apr. 2023 - Feb. 2024Greater Tampa Bay Area · Remote► Senior Level Implementation Support for UKG Pro Customers with additional SME assistance for ancillary modules (ACA, Benefits Management, Payment Services etc.).
► Obtained and Renewed Multiple UKG Certifications (UKG Pro People/ Pay and UKG Pro Managed Services)
► Translate project objectives and vision into clear goals for the team.
► Managed team members and necessary resources to achieve project objectives. ► Supported sales and business development by attending prospective client meetings, providing information for sales presentations and proposals.
► Provided subject matter expertise to sales and other internal team members upon request.
► Utilized practitioner and project expertise to collaborate with leadership on continued development of business opportunities, resources, and tools.
JubilantCertified UKG IC - HR Support / System Consultant - ACA SME
Sep. 2022 - Apr. 2023Greater Tampa Bay Area · Remote► Provided project leadership, direction, management, communication, and support of managed services customers throughout the project lifecycle. ► Accountable for the overall success of the project and quality of services while balancing the competing demands.
► Effective leadership and management of internal and external resources to meet project objectives by maintaining open communication among project team members.
► Assisted in leading and participating in project team meetings efficiently and with intended results.
► Helped team members establish open, collaborative relationships.
UKG (Ultimate Kronos Group)Sr. Service & Support Team Specialist (Team Lead) Payment Services Support and Escalations
May. 2021 - Sep. 2022Remote
UKG (Ultimate Kronos Group)Lead Account Manager
May. 2018 - May. 2021Weston, Florida, United States- Oversee a sales territory with an assigned base of customers with an Annual Recurring Revenue of over $13M.
- Mentor and guide newly hired candidates within the role to harness essential job duties and expectations.
- 40+ Customer Satisfaction Recognitions Awarded based on both internal and external customer feedback. - Effective management of up to 50 accounts including large enterprises.
- Deliver outstanding customer service to ensure over 95% of the accounts are classified as not at risk to leave.
- Develop strong relationships with internal partners to optimize the customer service process driving client success.
- Design and present quarterly business reviews to help the executive team anticipate changes and formulate strategies.
- Perform weekly proactive outreaches by maintaining contact with customers to enhance their experience.
- Develop and implement action plans to drive resolution of service experience concerns and recommend next steps.
- Serve as ACA SME for Customer Success Department. - Committee Member – Pride @ UKG.
UKG (Ultimate Kronos Group)Certified Affordable Care Act Benefits Specialist (Ultimate Software)
Nov. 2015 - May. 2018Weston, Florida · Remote- Served as go-to person and ensured customer satisfaction in difficult situations for over 400 accounts.
- Enhanced customer experience by providing exceptional service while assisting with a range of complex inquiries.
- Reduce the TTR (Time to Resolution) by +25% ensuring over 98% are closed in less than 3 Days.
- Successfully managed book of business by supporting and effectively resolving 700+ cases per year.
- Created monthly and quarterly reports and notifications for customers to ensure compliance.
- Coordinated timely and accurate printing, distribution, and electronic filing of year-end forms via proactive coordination and partnership with customers.
- Recognized and awarded as Customer Satisfaction Top contributor for Three Years in a row.
- Executive Committee Member – PRIDEUS
BanescoUSABranch Manager
May. 2013 - Nov. 2015Weston, Florida- Promoted from Customer Service / Teller role.
- Directed a dynamic team including performance appraisals, schedules, and coaching/mentoring.
- Oversaw the day-to-day activities, including customer experience and cash shipments. - Customer-focus approach to ensure 5-10 new accounts opening daily.
- Increased branch revenue with deposit and investment balance growth of over 40%.
- Drove additional revenue through an effective sales strategy including cross-selling initiatives.
- Kept up-to-date knowledge of bank products and services to offer customers.
- Teamed with Business Banker to increase Branch Based Deposits with over $8M.
Ocean BankWealth Management
Jan. 2007 - Dec. 2013Miami/Fort Lauderdale Area- Enhanced customer experience to ensure a 98% retention rate during the 2008/2009 crisis. - Successfully managed an international portfolio of customers based in Europe, the Americas, and the Caribbean. - Reviewed and approved necessary supporting documentation as required by OFAC and AML prior to proceeding with various account openings, ensuring compliance.
- Coordinated System Modifications and Enhancements via a Windows and DOS Based environment.
JPMorgan Chase & Co.Branch Operations
Jan. 2005 - Dec. 2007Miami/Fort Lauderdale Area- Oversaw a dynamic and multi-cultural operation including coaching and mentoring a diverse team of 25 contributors.
- Directed the day-to-day activities, including customer experience, cash shipments, and team member schedules. - Provided hands-on leadership to ensure that all staff work is accurate and adhering to bank policies and procedures.
- Conducted monthly security and operation meetings/training and cross-training as well as performance reviews, branch audits of tellers, new accounts, vaults, and safe deposits boxes
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