Andrea Gonzalez Galvan

Experience

• 

  American Lion Transportation

  Jun 2011 - Feb 2015

  Front Desk/Dispatcher

  • Communicate through multiple-line phone to provide information regarding bus tickets, departure time, and reservations.• Create daily reports for sales and monthly guide/lists for buses.• Be a team leader by providing useful information, support, and train new employees.• Create a positive environment by greeting and helping fellow employees and thanking them when they provide assistance.• Help General Manager with any work related issue or complaints in order to maintain and improve customer satisfaction. Show less

• 

  SAHARA Las Vegas

  Aug 2014 - Nov 2019

  • Ensure accuracy of all benefits enrollments in the HRIS to provide team members with accurate eligibility information in a timely and organized manner. • Be point of contact for Managers, Directors, and other leadership with regards troubleshooting HR systems.• Perform audits for benefits, salaries, position transfers, and status changes to ensure data is processed effectively and efficiently and determine eligibility.• Assist team members regarding benefits claim issues and plan changes involving life events. • Process and maintain periodic reports of employee data. • Prepare, maintain, and update employee data in HRIS to ensure data integrity.• Ensure new hires are in their accurate position, salary, status and correct employee ID number before NHO.• Notify Payroll Department of any Workers Compensation and Modified Duty salary adjustments. • Administer Leave of Absences for union employees as well as FMLA for non-union employees. Determine eligibility for union employees, approve or deny time. • Assist employees who request an accommodation and determine if an accommodation is needed. • Maintain an understanding of FMLA and Leave laws and regulations under NLRB.• Assist leaders with questions and concerns related to FMLA abuse, identify issue and solve it so long as the situation permits. Show less • Responsible for coordinating and facilitating panel interviews and determine most qualified candidates for departments. • Audit and approve progressive discipline such as ROCs, Written Warning, Final Written Warnings and other disciplines pertaining to job performance and company violations.• Create discharge summaries for terminations and create folders for employee relations.• Work closely with department heads to meet their meets regarding new and current employees. Send them to drug and background and monitor their hiring process utilizing ICIMS.• Champion for Gaming License Registrations, renewals, expirations and change of location. Responsible for submitting licenses to Gaming Board Commission. • Partner with management to communicate various HR policies, procedures, standards of conduct.• Familiar with FMLA and LOA cases for employees and ensure correct information is passed along to HR Benefits and Systems Specialist.• Respond to employee concerns with union, sexual harassment, complaints, and discrimination allegations., • Work closely with HR Business Partner and HR Manager regarding employee position transfers, wages, status change, and maintain accurate and updated employee files. Show less • Responsible for coordinating new hire process. Sending offer letters to candidates and monitor onboarding process. • Scheduling new hires for processing and new hire orientation and submitting documentation through I-9 tracker, submitting corresponding forms to payroll, and submitting work cards to Infinium. • Assuming tasks like creating new employee badges, nametags, StarwoodONE accounts, resetting self-service passwords, among others. • Answering questions for employees who walk in the office as well as on the phone. • Work alongside the HR Generalist and HR Business Partner. Show less • Provide excellent service in accordance to property's goals and objectives in addition to company standards, style, and attributes. Including duties such as seeking and improving guest satisfaction by assisting guest via telephone in regards to bell and limousine services. • Maintain complete knowledge of hotel services, features, local attractions and activities. • Maintain ongoing efficiency and speed by utilizing proper Front Services policies and procedures.• Practice teamwork by greeting, interacting and assisting resort staff in a professional and ethical manner creating a positive environment. Show less

  • Human Resources Information Systems and Benefits Specialist

    Jun 2018 - Nov 2019

  • Human Resources Generalist

    Mar 2017 - Jun 2018

  • Human Resources Coordinator

    Dec 2016 - Mar 2017

  • Front Services Dispatch

    Aug 2014 - Nov 2016
• 

  Nevada Partners, Inc.

  Jul 2016 - Dec 2016

  Human Resources Assistant

  • Maintain confidentiality of employee records. • Proving reliable help to Human Resources manager by creating documents, maintaining computer system/software by updating and entering data, answering employee questions, preparing new employee files, update hire/termination software, and other duties. • Following instructions, be dependable, and improve performance through management feedback.

• 

  Amazon

  Nov 2019 - now

  • Design and furnish comprehensive training and onboarding resources tailored for newly recruited personnel encompassing Case Managers, Case Assistants, Quality Auditors, Accommodations Consultants, and Managers within the Disability and Leave Services division.• Provide supervision, guidance, mentorship, and developmental support to Case Managers, with the overarching objective of meeting daily work requirements and metrics.• Oversee goal productivity, maintain quality standards, and manage task assignments effectively. • Execute audits to identify prevailing trends, enhancing quality assurance protocols, and elevating quality scores by an average of 20%, contributing to sustained improvement and ensuring adherence to high standards across the board.• Conduct daily reports and deliver insightful analysis on emerging trends, aiming to enhance metrics both for the team and the regional organization. • Selected to travel and delivered support for 86 cases (21.5%) of total Disability and Leave desk volume for 30 days in-person in January 2025 at Fulfillment Center in Raleigh, North Carolina while maintaining additional responsibilities, including PxT team support and ad hoc query resolution, finding pain points and providing recommendations for process improvement. • Selected to travel as subject matter expert and represent Disability and Leave Services in Amazon Headquarters in Seattle, Washington in 2023 for process improvement and continue development for new program.• Conduct 1:1s with team members to develop a path for promotion. Found areas for improvement and increased morale. This initiative boosted production by 50%.• Nurture professional relationships with both team members and leadership by fostering trust, providing support for projects, and identifying areas of improvement crucial for achieving our collective goals. Show less • Provide holistic case management services, including reviewing documentation, evaluating leaves in compliance with corresponding leave plans, federal and state laws and benefits plans within Amazon.• Apply appropriate decision to provide a positive customer experience that is in the best interest of the customer (employees) and Amazon. • Identify and solve problems that may arise including data and pay issues, sometimes with limited information. • Maintain system records to ensure accurate and timely information/documentation within Amazon programs to ensure correct data reflects in each case.• Consult, correlate and partner with third party administrations to review information, including HR, Escalations, Accommodations, Legal, Payroll, Benefits, Workers Comp, employees, and other department/systems as appropriate. • Take difficult escalations and assist Sr. Case Manager and DLS Manager with their case load and find most appropriate solution for Escalation.• Assist fraud team with Fraud Investigators for Spanish speaking employees, and translate Spanish documentation for Care for Family Member/PLOA Case Managers.• Maintain a strong and good relationship with other teams such as Accommodations, Escalations, Centralized Pay, Fraud, and others to provide the best service to our employees.• Assist and support newly hired CMs/CAs with Amazon processes, SOPs, and case management questions to ensure smooth and appropriate action is taken. Show less

  • Senior Case Manager Disability and Leave Services

    Apr 2023 - now

  • Disability and Leave Services Case Manager

    Nov 2019 - Apr 2023