Toni Pearl Romo

• Integration of Teams and Processes : Rebrands and socializes Employee Voice services, update resources for stakeholders, and ensure cohesive team operations.
• Survey Design and Implementation : Supports business in designing and implementing surveys, delivers insightful results, and pilots the Perceptyx platform to establish scalable processes. Workplace of Choice Surveys : Learns and delivers the fall pulse survey using Perceptyx, serving as an SME for the Workplace of Choice for the GMI region.
• Coordination with Shared Service Center Teams : Manages transition from Siebel to ServiceNow, updates business processes, assesses and automates data-related processes, and implements survey processes per project timelines.
• Support for Customer Centricity Needs : Supports tNPS surveys and ongoing delivery of services as needed.
• Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
• Managed client relationships through regular check-ins and updates on project progress.

Served as the SME for transactional Net Promoter Score (tNPS) deployed across all Global Business Services (GBS) teams : GBS Transportation Services & Operations, GBS People Services, GBS Finance, GBS Transformation, and GBS Global Purchasing & Manufacturing Services.

• Provided ongoing coaching of the Listen Learn Act framework to GBS teams.
• Designed and executed customized surveys for GBS teams to provide effective, meaningful insights using Qualtrics and Power BI.
• Analyzed results and reported/presented on the status of transactional Net Promoter Score (tNPS) deployments to leadership, providing insights about customers' views to enable improvements in business design.
• Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
• Adhoc: Supported inclusion and volunteered for Global Finance DEI

Delivered excellent customer experience in HR (various facets/cross-skilled) query resolution aligned to People Services service center's culture and aspirations .

• Was responsible for coaching employees and line managers through HR queries via self-service, including redirection to appropriate sources of information or through policies and reference guides to improve query resolution.
• Performed shared services administration transactions in various HRIS applications as appropriate, and within established performance standards.
• Adhered to established regulations, processes, procedures, plans, and systems. Maintained and updated process SOP Knowledge Base.
• Built process guides and cross-training decks for the team. Initiated ideation tools for process improvement.
• Ensured high-quality standards for all activities, initiatives, and tasks. Adhered to all Service Level Agreements (SLAs) established by the Shared Services Center for Case Management.
• Reviewed existing policies and procedures to make recommendations for enhancing work productivity, recruitment, hiring processes, and talent management.
• Top Recognizer for GM Recognition in GM GBS (Jan 2020)
• Recognized as Employee of the Month (Mar 2019)
• Received numerous recognitions from stakeholders for GM Behaviors
• Supported inclusion and participated in Pride Builder Organization

Acted as the point of escalations in processing issues : Completed necessary investigations, performed required actions, initiated RCAs, and provided resolutions for review by the Team Lead and Process Lead.

• Drove and identified opportunity areas and potential improvements in current processes, implementing solutions to improve results and increase productivity.
• Updated document process changes after audits, updated DWIs as required, and trained team members on account/process-specific updates/changes.
• Completed monthly compliance testing, ensured internal cutoffs were followed, performed user acceptance testing (UAT), and implemented configuration changes in the system.
• Acted as access facilitator for the team, ensuring the access tracker was updated and submitted on time for compliance. Submitted all access requests and revocations within the agreed TAT.
• Worked alongside the Team Lead in preparing weekly and monthly SLA reports, including issue and resolution tracking. Served as backup and representation for the Team Lead. Led and managed the account's team to achieve SLA requirements for clients.
• Streamlined operational processes by identifying inefficiencies and implementing targeted solutions.
• Spearheaded cross-functional teams to deliver high-quality results within tight deadlines.

Received and tracked to completion all escalated inquiries : Accurately denoted such inquiries into the tracking system, determined the most effective method of resolution, and resolved issues and escalations daily.

• Researched and processed all transactions and master data changes, including changes in basic employee information, general HR administration, payroll administration, health/welfare benefits administration, organizational management, retiree administration, and inpat/expatriate support services.
• Executed all process steps in accordance with the client's standard operating procedures (SOP) and provided weekly benefits training to all new hires, instructing them on the enrollment process.
• Responded to HR Payroll and Benefits related inquiries and assisted employees and managers in understanding their role and responsibility in the HR process.
• Assisted with providing information for reports to HR vendor management services, client HR administration, and client managers, and provided feedback to vendor management on issues regarding data interfaces. Ran AdHoc internal reports for retirees' transition to Medicare.
• Received Excellence Award for outstanding performance and contributions.

Worked as the first point of contact in the delivery center for employees or client HR representatives : Handled and tracked incoming calls, emails, faxes, and prioritized queries, requests, and issues.

• Responded to information or enquiry requests that required complex investigation. Addressed basic HR questions, analyzed and solved customer questions, problems, and requests. Processed inquiries and requests according to agreed procedures, company policy, and legislative requirements. Built and maintained information available to employees and HR representatives.
• Provided first-line case management services and escalated in-depth customer inquiries and requests to the appropriate Subject Matter Expert as needed.
• Performed data administration according to agreed scope (SoS), verified receipt and validated documentation, archived documents if legally required, and entered data into the system.
• Managed transactions according to contractual scope and Service Level Agreement (accuracy and timeliness).

Managed counter duties : Checked in passengers, verified and helped them comply with international or local travel documents, collected baggage excess fees, tagged baggage, and secured baggage profiling.

• Assisted guests and physically checked their fitness for air travel, explaining procedures and travel information.
• Handled passengers' boarding and deplaning, made gate announcements, and secured guests' presence on the aircraft by sweeping and onboard checking.
• Trained and managed a group of CSAs, serving as the lead and go-to person for any escalations during flight operations, ensuring day-to-day tasks and operations were completed.

Managed counter duties : Checked in passengers, verified and helped them comply with international or local travel documents, collected baggage excess fees, tagged baggage, and secured baggage profiling.

• Assisted guests and physically checked their fitness for air travel, explaining procedures and travel information.
• Handled passengers' boarding and deplaning, made gate announcements, and secured guests' presence on the aircraft by sweeping and onboard checking.

Facilitated seminars and training for SSAFI : Ensured smooth registration of participants.

• Wrote and organized detailed documentation of NGO events.
• Quickly consolidated research data for project implementation to meet community needs.
• Managed and organized office files and data encoding.
• Prepared and analyzed clientele case studies to facilitate assistance.
• Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.

Summer Job

• Ensured smooth registration for training camp participants.
• Accommodated participants' inquiries and assisted them before and after activities.
• Analyzed problems and worked with teams to develop solutions.
• Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.