Karol Fonseca

Experience

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  Convergys

  Mar 2012 - Jun 2019

  Download and filter Job applications from multiple Talent management platformsAssign prospects to be contacted by recruiters Keep record of entries to analyze and find trends and determine strategies to attract talent Send massive communication to inform prospects about Job fairs or Walk-InsSend weekly reports to supervisors for awareness on Talent Sourcing Set goals for performance and deadlines in ways that comply with company’s plans and visionOrganize workflow and ensure that employees understand their duties or delegated tasksMonitor employee productivity and provide constructive feedback and coachingMaintain timekeeping and personnel recordsPass on information from upper management to employees and vice versaPrepare and submit performance reports Provide support to front line representatives and Client for major Cable CompanyDevelop highly empathic interactions with upset customers that request supervisorsHandle Corporate escalations and Client requestsContribute to process standardization and continuous improvement for the accountProcess implementationSupport Supervisory rolls and Team accountability when required Support Indirect sales channel for major Cable CompanyDeveloped empathic customer relations and earned reputation for exceeding sales goalsManaged quality communication, customer support and product representation for clientSuccessfully interacted with customer and retail buyers to expedite orders

  • Sourcing Coordinator

    Feb 2019 - Jun 2019

  • Team Leader

    Oct 2017 - Jun 2019

  • Tier 2 Representative / Team Leader Back Up

    May 2015 - Oct 2017

  • Customer Service Representative

    Mar 2012 - May 2015
• 

  Uber

  Oct 2019 - May 2020

  Team Lead

  Distribute company updates and new information in real timeProvide One -on- One sessions with team members weeklyCreate daily, weekly and monthly status reports of team’s metrics and performance (productivity, attendance, systems issues, etc.) Evaluate each team member’s performance weekly, and provide timely feedbackAddress customer and team member needs in a timely mannerResolve and handle escalated customer situations when neededTrack occurrences daily and present verbal and written warnings in a timely mannerAttend all Team Lead Meetings and Weekly Call ReviewComplete 90-day team member evaluationsSpecial projects and other duties as neededCreate development plans for team members Show less

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  Wunderman Thompson

  Jul 2021 - Oct 2021

  Resourcing Specialist

  Reviewing workforce planning data to plan resourcing approachesUsing different sourcing channels to fill rolesAllocations reporting Keeping track of employee vacations, sick leaves and LOACreate new employee profiles and access to internal systems Ending contracts and work with the HR Team to deactivate credentialsReviewing receipts to ensure correct payment to contractors and freelancers Logging employee hours

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  Binance.US

  Oct 2021 - Mar 2023

  Support Specialist

  Handle back office tickets, chats and email replies to customersHandle customer enquiries, advices and suggestions via email or online toolsHandle customer complaints, any special cases as indicated by suppervisorKnowledge in different processes relevant to achieving one contact resolutionKYCReview customers documents to ensure they meet Compliance standardsRequesting supporting documents when requiredRun background screeningsReview IPs and Device lists to ensure users were in a supported State/CountryRun manual reviews if automated system failedGuide users through the KYC Onboarding processRiskIdentify threads such as Identity theft, account take over, suspicious login attempts, risky devices, elderlyabuseGuide users towards resolution following risk proceduresEscalationsHandle cases escalated to supervisorDemonstrate empathy resolving Transfer upon death casesRequest documents to make account changes in processes like email address change, 2FA reset andpersonal información changeProvide Crypto support in different scenarios following company proceduresAssist users to link their payment accounts and troubleshoot when needed Show less

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  Auxis

  May 2023 - Dec 2023

  • Support Central Talent Acquisition Manager, hiring managers and Recruiters with low/highvolume hourly roles, as well as low/high volume salaried roles requisitions for applicablegeographical scope.• Responsible for posting, sourcing, screening, scheduling, pre-screening, slating, supportingonboarding and preparing offers for low/high volume hourly roles, as well as low/highvolume salaried roles requisitions and assigned requisitions as applicable.• Effectively utilize human resource technology, resource material, websites, and software toeffectively administer the recruiting processes.• Provides exceptional candidate care for applicants throughout the process for assignedrequisitions• Provides regular status updates to COE on candidate progress throughout the process• Works regularly with TA technology including the applicant tracking system, job boards, andcandidate relationship management tool. Show less Review Talent Acquisition escalations through case management system daily• Work assigned cases through to completion to ensure candidate can be processed correctly in the Application Tracking System (ATS) & Workday timely• Problem solve errors to determine appropriate resolution which could include updating candidate, job position and requisition information in ATS &Workday systems• Take action to resolve error in talent acquisition activity to successfully create position, job requisition, job posting, and candidate hire and onboarding• Contact business function to verify or validate application details to process hiring• Update case management system with resolution details• Achieve service level agreement (SLA)measurements based on TA activities Show less

  • Central Talent Acquisition Specialist

    Aug 2023 - Dec 2023

  • Talent Acquisition Administrator

    May 2023 - Aug 2023
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  Kaiser Permanente

  Jan 2024 - now

  * Conducts company compliance activities under the guidance of more senior employees by providing support to internal and external stakeholders, applying established regulations and standards and documenting activities.* Supports the employee complaint process by prioritizing and organizing workload, meeting established metrics, and expectations; communicating progress and information; and escalating issues as appropriate to management, Employee Relations and Human Resources personnel.* Using analytical skills and good judgement, processes employee complaints through entering key data in a database (e.g., ELR Case). Applies detail-oriented skills to send communication to employees through collaboration with management, Employee Relations and Human Resources personnel. Responsible for the processing of escalated matters. * By reading and analyzing English text, and through established triage guidelines, assigns employee complaints to appropriate department for investigation* Assists with Equal Employment Opportunity and other Human Resources investigation efforts by conducting basic data analysis and other investigation requirements under the guidance of assigned investigator, preparing materials, gathering and organizing Company employee information, and uploading documentation in database (e.g., ELR Case).* Maintains comprehensive knowledge of related organizational policies, guidelines, procedures, U.S. state and federal laws in all areas of human resources. Maintains knowledge in Equal Employment Opportunity and Human Resources. * Participates in projects and/or programs relating to Human Resources file maintenance and/or documentation Show less

  • Employee Relations Analyst

    Mar 2025 - now

  • Talent Acquisition Specialist

    Jan 2024 - Mar 2025