Nelson Abrego

Experience

• 

  Star Contact & NCO Group S. de. R.L

  Dec 2007 - Nov 2010

  Customer Service Representative

  Provided complete customer service to credit card holders including address updates, billing information, disputed transactions, etc., U.S based card holders. Also assisted as a Team Lead back up and Mentor for new hires.

• 

  Caterpillar Inc.

  Dec 2010 - now

  Responsible for the creation, implementation and transition of metrics & processes, including tracking of data offered by the work group. Also responsible of process improvements both within and outside of the HR Service Center through the ownership and follow-up of continuous improvement projects and process improvement projects.Provide staff development, including mentoring and career planning for the team. Manage the recruiting process for the team (job posting, interview and selection process). Maintain operations by initiating, coordinating and enforcing policies utilized by the Administration Teams. Develop team members by providing leadership and guidance along with setting tactical goals for the team. Track the team’s performance, monitor their service levels and manage the team’s workload. Responsible for the communication of the processes and any changes to the team, HR Service Center, Shared Services, and COE's as needed. Show less Provided senior support and served as the main point of contact for customers, process support representatives and support staff. My main responsibilities included and were not limited to the following:• Interface with Corporate Human Resources, Compensation + Benefit and Payroll personnel to assist in the administration and support of employee issues.• Meet with customers to recognize issues and develop solutions to fit their needs by partnering with process owners and HR Business Partners.• Responsible for the creation, implementation and transition of metrics & processes, including tracking of data offered by the work group. • Initiate process improvements both within and outside of the Service Center (Local HR Offices, Regional Centers), through the ownership and follow-up of continuous improvement (CI) cards and process improvement projects. • Serves as a liaison between the process owner and the HR Service Center groups to reflect process changes in a standard format.• Conduct Business Unit partnership meetings and participate and lead in 6 sigma projects, among others. Show less Responsible for providing quality support to the HR Service Center – America’s team and work to simplify customer support processes by identifying problems and their root causes. Improves customer satisfaction by following standard audit process and process documentation, identifying areas of improvement, and participating in quality improvement projects. This also includes providing Training, coaching and feedback, and completing daily responsibilities such as metrics reporting, and any administrative duties. My main tasks included and were not limited to the following:• Reviewed and researched all audited transactions (or requests) processed at the HR Service Center– Americas for completeness and ensured documented processes have been followed. • Audited moderate and highly complex processes where I identified errors and the root cause of the issues encountered.• Trained and mentored new team members.• Standardized the auditing processes among the teams at the HR Service Center – Americas for the continuous improvement of the support provided to Caterpillar employees and the HR community on human resource issues.• Responsible for quality metrics logs for the HR Service Center – Americas which included accurate and timely creation and update of the different quality tools and communication of the daily, weekly and monthly results to individuals, teams and the Service Center. Show less

  • Senior Human Resources Technology Partner

    Jan 2021 - now

  • HR Service Center Manager

    Jul 2019 - Jan 2021

  • HR Service Center Team Lead

    Nov 2014 - Jun 2019

  • HR Quality Assurance Representative

    Apr 2012 - Oct 2014

  • HR Customer Support Representative

    Dec 2010 - Mar 2012