Natalia Hernandez Blanco

Experience

• 

  Alorica

  Feb 2013 - Nov 2019

  Under general supervision, performs a variety of complex accounting functions in the preparation, processing, maintenance, verification and reconciliation of employee leave information, payroll/benefit records and payment of funds for county office personnel; performs related duties as required.Payroll/BenefitsPerforms a variety of complex accounting duties in the preparation, processing, and maintenance of payroll, salary, and benefit calculations; collects, analyzes, updates and reconciles payroll and benefit data on a monthly basis; reviews timesheets for days/hours worked, and calculates and records salary adjustments as necessary; examines and verifies payroll, benefit, leave and position control data for accuracy, appropriateness and documentation; researches and analyzes discrepancies and processes appropriate corrections; ensures the accuracy of payroll andbenefit codes.Essential Duties & Responsibilities• Ensure accurate and timely completion of all reports including daily client reports, reconciliations, monthly reports and additional client report analysis.• Analyze the information and resolve discrepancies and inconsistencies with the appropriate departments• Assist in discussing, designing, developing, and implementing reports defined in new client programs. • Design and complete reconciliation reports balancing Net/Gross sales information to client requirements. • Develop and maintain relationship with Account Management and Account Development ensuring expectations are met. • Provide proactive feedback to Account Management, Operations, and other internal groups as possible through report analysis, trending, and other reporting tools. • Develop and maintain documentation for report generation.• Communicate and problem solve with Information Technology regarding any data issues affecting reports. • Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties. Show less Team managers are responsible for the day-to-day activities and guidance of their team members. The team manager sets targets, implement guidelines, and assist with any issues the employees may have. A team manager has to ensure that all members understand the team’s objectives and work together to achieve it. Constant monitoring by the manager helps to ensure that everyone is working towards the same goal. A team manager may use certain principles to manage the team. One such is the SMART GOAL principle. Team members receive training to ensure their goals are specific, measurable, achievable, realistic, and timely. A team manager will foster a cohesive, creative, and comfortable working environment, mediating any interpersonal issues within the team. They provide leadership and direction where necessary. Team managers should know about team strategies, working with remote teams, using technology, workplace diversity, management styles, mediation, macro, and micro-management. Their roles can be long term or project based, depending on the duration of a particular assignment. Team managers: • Implement team goals or objectives • Supervise, train or guide team members • Mediate any interpersonal issues • Inspire and motivate team members • Provide effective feedback • Manage remote teams • Utilize technology effectively • Be knowledgeable about each team members job role Show less A team leader is someone who provides direction, instructions and guidance to a group of individuals, who can also be known as a team, for the purpose of achieving a certain goal. An effective leader will know her team members strengths, weaknesses and motivations.Team leaders serve various roles in an organization. Their job is to get tasks done by using all of the resources available to them, including other employees or team members. Below is a list of some important roles a team leader must often take on:• Effectively set expectations, identify behaviors and coach employees to be outstanding performers.• Identify and reinforce positive behaviors through formal and informal reward and recognition.• Execute corporate, regional and local business imperatives to optimize team results.• Encourage and develop teamwork among others and themselves.• Responsible for delivery of customer satisfaction, business results and employee satisfaction in order to ensure achievement of scorecard and client goals.• Comply with and ensure compliance of local, state and federal regulations and laws governing business operations, as well as, corporate and client policies, procedures and guidelines.• Effectively communicate corporate and business expectations to all team members.• Responsible for leading a team of up to 20 employees.• Responsible for assets under their control.• Provide supervision to both direct and indirect reports to ensure proper floor coverage and maintain a positive leadership presence at all times: “Manage By Walking Around” • Responsible for daily call monitoring to provide feedback and coaching of team members per the quality standards.• Demonstrate company core values and culture.• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties. • Perform other duties as assigned by management. Show less Communicate via inbound and/or outbound telephone calls, email, or chat with customers. Respond to customer inquiries and resolve problems. Use computerized system for tracking, information gathering, and/or trouble-shooting issues to provide high quality customer experience.Essential Duties & Responsibilities• Communicate via inbound and/or outbound telephone calls with customers in a professional and courteous manner.• Provide prompt resolution to customer inquiries by providing appropriate and accurate information, using the highest quality customer service standards..• Accurately document and update records in required systems.• Follow up in a timely manner to ensure customer satisfaction.• Develop and understanding of assigned program(s), systems, and procedures necessary to perform job effectively in order to meet minimum program performance standards. • Communicate feedback and progress to management. • Maintain diplomacy and tact when dealing with upset or escalated calls.• Escalate customer complaints and/or calls through the appropriate channel to management. • When requested and appropriate, upsell and/or cross-sell products or services to customers where appropriate.• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties. • Perform other duties as assigned by management.Knowledge, Skills, Abilities & Other Characteristics: • Proficient personal computer skills including Microsoft Office. • Excellent interpersonal, written, and oral communication skills.• Ability to prioritize and organize work in a multitasked environment.• Ability to adapt to a flexible schedule.• Ability to maintain the highest level of confidentiality. 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  • Reporting Analyst / Payroll Analyst (Amazon Project)

    Jan 2016 - Nov 2019

  • Supervisor de operaciones / Team Manager (Amazon Project)

    Jul 2014 - Dec 2015

  • Supervisor de operaciones / Team Leader (Amazon Project)

    Nov 2013 - Jun 2014

  • Call Center Customer Service Representative (Amazon Project)

    Feb 2013 - Oct 2013
• 

  INTELCIA

  Dec 2019 - now

  Oversee the operation, ensuring alignment with client objectives and business strategy. Drive operational excellence by optimizing efficiencies, processes, and KPIs, while fostering a high-performance culture through leadership, motivation, and strategic guidance. Responsible for shaping and executing key policies, planning initiatives, and long-term strategies to enhance service delivery and business outcomes.Act as the main liaison between the client and the operational teams, ensuring seamless communication, strategic alignment, and continuous improvement in service quality. Oversee financial planning, budgeting, and performance reporting, providing high-level insights and recommendations to senior management. Lead innovation and transformation initiatives, ensuring the operation remains agile and competitive in a fast-paced and demanding environment.A senior management position with a significant impact on productivity, revenue generation, and client satisfaction. Show less Coordinate the Iberdrola operation for Chile's site. Control and improvement of the efficiencies and processes related to KPIs along with lead, motivate, and support a large team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution. In charge of making important policy, planning, and strategy decisions as well as oversee budgeting, reporting, planning, and auditing. Analysis, extraction and reporting to the group high level management.A management position that has a huge impact on productivity and revenue matters. Show less Manage the DEBT collection operations in the UK provided for Scottish Power and the planning, control and improvement of the efficiencies and processes related to KPIs of the Iberdrola campaign (Valencia, Madrid and Santiago de Chile). With a position that has a huge impact on productivity and revenue matters. Enhance productivity and efficiency of main KPIs looking for the service excellence by leading and implementing action plans to meet the objectives and expectations set by the company for the overall campaign. Analysis, extraction and report to the group management. Show less Responsible for the planning, control and improvement of the operations and processes of the DEBT Collection campaign for Scottish Power Ltd. With a position that has a huge impact on operational matters, the customer experience and on bottom line performance the key is managing the requirements of our client and promote an excellent relationship between the team and them. Enhance productivity and efficiency of main KPIs looking for the service excellence by leading, developing and motivating a team of more than 50 agents and management members. Essential Duties & Responsibilities-Check service levels for daily objective controls.-Control KPIs (NDA / NDS, recovery, quality, etc.).-Planning and scheduling plan of campaign / agents.-Daily report to both superiors and clients.-Access control, high and low and new users.-Motivate and lead your team to control the proper functioning of the campaign.- Dialler management.- Analyze and improve organizational processes- Make important policy, planning, and strategy decisions.- Development, selection and promotion of new talents. Show less

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  • Site Operations Manager

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