Andrea Vargas
San Jose ,Vazquez De Coronado
Summary
Goal-oriented Human Resources Specialist with eight years of experience in training protocol development and policy implementation. Strong financial acumen with demonstrated success in budget development and adherence. Accomplished in analyzing company needs and developing long-term solutions to meet personnel objectives. Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into HR initiatives. Strong communication and interpersonal skills and committed to pursuing best practices related to employee development and retention. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Human Resources Specialist II
Amazon Support Services
02.2016 - 06.2023
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
- Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
- Reviewed and screened applicant resumes to identify qualified candidates.
- Resolved employee complaints and grievances successfully through mediation and collaboration.
- Managed payroll processing and benefits to compensate employees for service rendered.
- Partnered with senior leadership to establish and develop corporate and HR policies and procedures.
- Developed and coordinated employee training programs to improve productivity and performance.
- Developed and maintained positive relationships with external vendors, insurance providers and benefits administrators to establish trust and rapport.
- Analyzed and reported on employee turnover rates to determine root causes and make recommendations for improvement.
- Conducted workplace compliance training to reduce liability risks and operate effectively.
- Collaborated with managers to identify and address employee relations issues.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Advocated for staff members, helping to identify and resolve conflicts.
- Conducted 50% performance reviews and provided feedback to managers on employee performance.
- Administered employee benefits programs and assisted with open enrollment.
- Created and delivered HR training sessions to staff, managers and executives.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Coordinated implementation of people-related services, policies and programs through departmental staff.
- Generated and analyzed 5 reports to monitor employee engagement and attrition trends.
- Worked alongside global business leader to deploy new training strategies.
- Developed disaster and recovery strategy to prepare company for hazardous weather conditions, nuclear accidents and terrorist attacks.
Customer Service Specialist
Amazon
02.2016 - 06.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Provided primary customer support to internal and external customers.
- Maintained and managed more than 50 customer files and databases.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Developed customer service improvement initiatives to decrease customer wait times.
- Handled more than 50 customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and team productivity by promoting operational best practices.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
Education
Languages - Language Interpretation And Translation
Intensa
San Jose06.1999
Skills
- Organization and Time Management
- Problem Resolution
- Task Prioritization
- Team Building
- Customer Relations
- Quality Assurance
- Compensation and Benefits
- HRIS Applications
- Benefits Package Preparation
- Workplace Diversity Cultivation
- HRIS Updating
- Human Resources Services
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Human Resources Specialist II
Amazon Support Services
02.2016 - 06.2023
Customer Service Specialist
Amazon
02.2016 - 06.2023
Languages - Language Interpretation And Translation
Intensa
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