YORDANA MESA

S U MMARY

Diplomatic Human Resources Specialist with five years years of comprehensive experience managing and guiding employees. Polished in conducting background checks, organizing and scheduling interviews and administering employment benefits. Commended for creating positive organizational climate and improving employee morale and job satisfaction.

E X P E R I E N C E

HR Advisor

Yahoo, Inc Sunnyvale, CA March 2022 - Current

HR Manager

BMG Money Brickell, FL March 2019 - September 2021 First point of contact for internal and external clients for HRAnswers Liaison, connected with COE's, managers and employees to resolve requests Verify and research approach, to provide quick and accurate information related to company policies, programs, systems and services Managing a high volume of employee requests daily

Work to resolve a high volume of requests in an HRAnswers Servicenow queue Systematically researches and solves customer queries and issues Responsible for effective tracking, documenting and reporting progress on HR requests

Manage customer expectations

Guide and coach customers on how to navigate internal tools, systems and resources to promote self-service

Support customers on implementation and execution of core HR programs Point of contact (POC) for ServiceNow SOP

Role

Support HR projects, programs or initiatives and represent HRAnswers either regionally or globally

Oversaw the Human Resources department

Effectively liaise between senior management and employees to maintain and improve company employee relations

Researched, recruited, staffed, onboarded, and trained new company hires according to the needs of department managers and company budget Ensured compliance of company directives, regulatory concerns, and health and safety protocols

Administered payroll, company benefit packages, corporate events, and team building meetings and outings

Ensure job descriptions are up to date and compliant with all local, state and federal regulations

Supported internal and external questions to PEO company Develop training materials and performance management programs to help ensure employees understand their job responsibilities Create a compensation strategy for all employees based on market research and pay surveys, keeps the strategy up to date

Investigate employee issues and conflicts and brought them to resolution S K I L L S

Employment Data Tracking

Employee Hiring

Procedure Compliance

In-Person and Telephone

Interviewing

Employee Relations

Candidate Searching

Termination Documentation

Harassment Investigation

Performance Appraisal

Employment Recordkeeping

Human Resources Management

Systems

Report Preparation

Employee Orientation

Transfer Coordination

Applicant Qualification

Policy and Procedure Writing

Policy Interpretation

Recruitment Management

New Hire Onboarding

Leave of Absence Transitions

Promotion Coordination

Work Complaint Handling

Microsoft Office Suite

Documentation and

Recordkeeping

Employee and Applicant

Assessment

Benefits Administration

Workday

ServiceNow

Oasis Paychex

Criteria Corp - Employee

Assessments

Conflict Resolution

Information Protection

Retention Program Development

Decision Making

Equal Employment Opportunity

C O N T A C T

786-***-****

aduk0a@r.postjobfree.com

Mentone, CA 92359

Head Of Accounting

BMG Money Brickell, FL March 2019 - September 2021 Member Services Representative

Humana Doral, FL March 2018 - March 2019

Customer Care Specialist

Comcast NBC Miramar, FL October 2016 - February 2018 Administered and processed paperwork related to new hires, job candidates, employment concerns complaints and pre-employment tests Prepared and updated employment records, compensation packages, benefits, disciplinary behavior, and disputes

Mentored new recruits, provided onboarding seminars, and conducted group and individual training sessions.

Provided support to company's CEO

Performed office tasks such as filing, data entry, processing billing emails from over 100 company vendors

Deposited and posted customer checks to update loan payments Reviewed invoices and researched for previous payments and communicated to external vendors to update invoicing

Managed Cash Flow by adding daily reporting analysis from Bank of America transactions

Scheduled ACH payments and international wires for CFO release Authorized Concur payments for employee expenses reimbursements Communicated with all company stakeholders to assist with accounting records Managed office operations

Document customer inquiries by using established best practices Respond to inquiries about medical, pharmaceutical and billings claims Comply with all HIPAA and CMS regulations

Document all customers grievances/appeals and inquiries and using best practices for investigation

Schedule medical appointments and transportation for patients and/or caregivers when needed

Educate customers about products and services and provide support with any plan inquiries

Verify Medicare and Medicaid benefit status

Diffuse and resolve various volatile customer situations while maintaining the balance between the interests of the company and customer satisfaction Make service changes, recommend service options, and schedule installations for phone, television cable, and internet lines

Provide detailed and accurate accounts of customer calls for prevention of future audit issues

Resolve an average of 250 inquiries in any given week, dealing with all types of inquiries including billing issues, installation schedules, product information queries, and numerous other matters

Meet performance targets in all areas such as speed, accuracy, volume, customer satisfaction, and issue resolution

Upsell company products and services to customers and meet target sale conversions

Route technical queries to designated channels for proper resolution of service and equipment issue

(EEO)

E D U C A T I O N A N D

T R A I N I N G

Bachelor of Arts

Organizational Communications,

Minor-Global Media

Florida International University, Miami

Cum Laude

2015 - Dean's List

C E R T I F I C A T I O N S

MOOC Public Relations Certificate

(United Kingdom)

L A N G U A G E S

English:

Native/ Bilingual

Spanish:

Native/ Bilingual

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