Human Resources Customer Service

LAURA GÓMEZ-COMSTON

Cuyahoga Falls, OH *****

M: 240-***-**** - ******@*****.*** - https://www.linkedin.com/in/lolagg PROFESSIONAL SUMMARY

Bilingual Human Resources Leader who aligns HR strategy and business objectives, effective and decisive motivator, mentor, trainer, and communicator with “hands-on” management style and a proven reputation in increasing organizational efficiency, conformance, and profitability. Exceptional interpersonal, analytical, technical, and troubleshooting skills. Results-oriented with a documented track record of success in employee/labor relations, training, risk management, organizational development, contract architecture and negotiation. High level of social commitment and a flexibility that fosters learning and agility as well as strong and meaningful interpersonal relationships. CAREER HISTORY

INDEPENDENT CONSULTANT 2/2015 – Present

Career coach providing professional advice and encouragement to clients seeking career advancement or change and a higher level of personal fulfillment. OFF BOUND ADVENTURES S.A.S. (OBA) Bogotá, Colombia 2/2011 – 12/2015

$4 million company, that provides outdoor education services for children and young people, focusing on promoting essential skills and competencies for personal development. Head of Human Resources

Overall human resources responsibilities, including recruiting, compensation and talent development.

• Created a new compensation structure for the sales team that allowed the company to Attain 100% of it sales goal while reducing base salary expenses by 15%

• Conceived and implemented a holistic development process for employees that led to better cross-training, employee engagement, and a reduction in the turnover rate from 200% to 50% annually.

• Led the scaling of the company through the overseeing of a 400% increase in employees while forming basis of the company's culture..

• Led the development plan for contractors to ensure adherence to company requirements as well as increasing the satisfaction of contractors from 45% to 87%. Additional Responsibilities: Administrative and Financial responsibilities, including responsibility for our U.S. subsidiary, ‘Envoys’, based in Boston. Performance highlights include:

• The design of a holistic strategic sourcing strategy in partnership with suppliers that resulted in better pricing and a lower total cost of ownership, which meant an additional 26% in operating margin in the first two years of implementation.

• Successfully gained certification as a B corporation in four months, which signaled our strong commitment to social responsibility and opening the door for numerous corporate partnerships to further strengthen our social commitments.

• Standardized financial and administrative processes in the company leading to increased legal compliance and lowered operational expenses by 5%

• Implemented a CRM system to dramatically improve customer analytics and service and decrease payment to payment cycle time by 50%.

• Structured the financing of $800,000 to capitalize our US subsidiary in Boston, MA.

• Led the negotiation and acquisition of a competitor, Tibak Ltd., increasing the revenue in 30% and helping to consolidate our strong position in the Colombian market 3M COLOMBIA Bogotá, Colombia

Customer Service Representative 6/2009 – 1/2011

Overall responsibility for the order cycle of regional customers, which included collection on the AR portfolio, sales performance, distribution and logistics, and customer satisfaction levels. Performance highlights include:

• Led a six sigma project to increase the effectiveness of reverse logistics, improving satisfaction of internal and external customers, and reducing the expense tied to customer returns.

• Improved customer satisfaction levels to 98% through the cultivation of strong, interpersonal relationships and a deep knowledge of diverse customer needs. Financial Planning Analyst 6/2008 – 6/2009

Responsible for reporting on levels of S,G & A expenses. Performance highlights include:

• Led a six sigma project to reduce travel expenses that saved 60% from the baseline through improved tracking and compliance enforcement.

• Automated reports that were formerly manual which increased the availability of information through the reduction of the time required to access them. Credit internship 6/2007 – 6/2008

Responsible for the analysis and maintenance of customer credit quotas, portfolio reports, and the relationship with our outsourced collections partner as well as tracking and resolving non-performing loans.

EDUCATION

Coaching Hall International, Training program in coaching, Bogotá, Colombia, 2015 Colegio de Estudios Superiores de Administración de Empresas (CESA), Bachelors in Business Administration, Bogotá, Colombia, 2008

COMMUNITY ACTIVITIES

BETTER FUTURE FACILITATORS, Non profit organization enabling high potential homeless to become social entrepreneurs, Ohio.

Board Member 8/2016 – Present

Facilitator 8/2016 – Present

ASOCIACIÓN SANTA CRUZ, Catholic nonprofit association dedicated to creating outdoor spaces with values education for children and adolescents in Bogotá, Colombia. Board Member 3/2004 – 3/2011

President of the Board 3/2007 – 3/2009

• Reorganized and rationalized the partnership projects to more closely align to its mission and capabilities.

• Introduced a committee structure to best leverage the talents and input of the entire association and streamline decision making.

Staff Summer Camp Solnok 1/2003 – 1/2007

Responsible for leading activities, groups and directing summer camps.

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