Human Resources Talent Acquisition

ZAIDA MILAN 787-***-**** **********@*****.***

OPERATIONS & HUMAN RESOURCE MANAGER

Human Resources, Operations, and Training Manager successful in driving innovation and delivering results, leading human resources, technology, and operations for Fortune 500 and national enterprises facing complex communication, restructuring, M&A, and operational efficiency challenges. Expertise in managing high-impact Lean initiatives, aligning HR and operations strategies with corporate objectives, and spearheading business process improvements, cost reductions, and value-added solutions across diverse industries, including healthcare, bank, insurance, HR staffing & recruitment agencies, retail, government utilities, and telecommunications.

Operations: Skilled in identifying areas for improvement and implementing workflow optimization strategies that streamline operations, reduce bottlenecks, enhance productivity, and control operating expenses.

·Perform an organizational needs assessment to implement strategic solutions and ensure optimal resource allocation.

Human Resources: Consistent record delivering results through collaboration, talent development, critical thinking, and good judgment.

·Outline/update job descriptions/specifications, employee handbook, company policies and standard operating procedures.

·Administer employee relations; mediate and resolve organizational or personnel conflicts.

Business Trainer: Exceptional presentation capabilities applying proficiency in employee training, coaching, instructional design, and training technologies to successfully develop and lead training programs for new hires and existing staff.

·Plan and coordinate training curriculum; Create content and facilitate training exercises and professional development sessions to improve knowledge, morale, communication, and performance.

Strategic HR Leadership Human Resources Management Organizational Development & Change Management Learning & Development Compliance & Risk Management Operations & Special Projects Management Executive Support & Organizational Strategy

EXPERIENCE

ZM HUMAN RESOURCES & OPERATIONAS CONSULTANT, San Juan, PR 2022-Present

HR Consultant

Delivers customized human resources and operational services, developing and executing talent acquisition strategies aligned with company culture, managing seamless onboarding processes, and enhancing employee retention. Designs performance management systems, compensation frameworks, and benefits administration, including payroll, ensuring competitiveness and compliance.

Project manages business start-ups, handles operational tasks, optimizes organizational structures, and plans recruitment and placement. Leads employee engagement initiatives, guides organizational change, and ensures smooth transitions during operational adjustments. Develops training and development programs, manages succession planning, ensures regulatory compliance, promotes diversity, equity, and inclusion, nurtures a positive company culture, and provides counsel to mitigate HR-related risks.

Scope of work services include but not limited

·Talent Acquisition & Recruitment

·Onboarding & Integration

·Performance Management

·Compensation & Benefits Administration (401K)

·Organizational Design & Culture

·Employee Engagement & Relations

·Training & Development Programs

·Regulatory Compliance: ADA, OSHA

·Contract Risk Mitigation

·Project Management

·Process Optimization

·Cross-functional Collaboration

Representative Clients

·Caoba Capital, 2024 - Contracted by a private equity and investment banking firm based in San Salvador to manage the startup of office operations in Puerto Rico. Oversaw the renovation of 12 office spaces for rental, managing a $300K CAPEX budget. Processed government permits and processed payments to 7 contractors. Submitted expenses and logged project status daily using Expensive.com platform for CRM management.

oLed the successful establishment and implementation of the NOC center and Bloomberg system, completing the project four months ahead of schedule.

·Tortuga Boat Rental- Managed Human Resources and Operations for a boat rental company. Led payroll processing, punch card verification, and payroll management.

oStreamlined payroll by deploying Expensive.com. Implemented Excel-based reporting and created real-time payroll tracking. Optimized operational efficiency by redesigning boat routes from Humacao to San Juan, leading to significant savings of $4,800 on fuel costs.

·Jones Lang LaSalle, 2023-2024 - Managed the IT payroll upgrade for the Johnson & Johnson project. Project managed complex payroll restructuring for six manufacturing plants in Puerto Rico, totaling 300 employees in a 24/7 operation.

oLed the transition from ADP Workforce Original to ADP Workforce Now. Developed (SOPs) in collaboration with HR, provided end-user training, and optimized payroll reporting with the finance team. Analyzed payroll overtime data and reported an overtime reduction of 60% through system modernization.

·Rivera Marketing & Consulting, 2022 – Successfully sourced and hired 400 telecommunications sales representatives for Lifeline services. Managed recruitment for remote work, job fairs, convention centers, and in-store kiosks. Led candidate screening, contract drafting, and credential verification processes in compliance with federal ID.ME standards and the Federal Telecommunications Authority (FTA).

oAnalyzed and generated detailed sales and commission reports for submission to finance and accounting, utilizing the RAD ID platform systems.

WAYROLL HR, San Juan, PR 2021-2022

People Development Director - PRISM HEALTHCARE SERVICES

Acted as HR Director and Consultant for a healthcare company, delivering comprehensive HR services to organizations without formal HR departments. Conducted on-site audits of HR operations, developed, and implemented strategic HR plans, and facilitated 360-degree employee assessments. Processed payroll for 100 employees utilizing the iSolve CRM platform.

·Defined job roles, created employee handbooks and Standard Operating Procedures (SOPs), and designed performance evaluation systems.

·Developed and delivered training programs through customized training modules.

CLEAR BLUE INSURANCE SERVICES PR, Guaynabo, PR 2016-2021

HR and Office Manager / Staff Director

Advanced from Office Manager to lead the strategic development, implementation, and establishment of five Human Resources departments across Puerto Rico, Charlotte, New York, and Dallas for a leading global property and casualty reinsurance company, managing a portfolio of $600M in premiums and serving clients worldwide. Established HR departments across five countries with a total of 11 employees. Developed compensation, payroll, recruiting, training, employee relations, and benefits administration programs.

·Implemented and managed ADP Payroll system, 401K plan, and employee benefits medical plan with MCS and Aetna supplemental insurance. Recruited, onboarded, and managed 80% of associates.

·Supported IT infrastructure for Dallas, TX new office.

·Ensured 100% on-time reporting to the executive team, meeting all budget and report requirements.

·Collaborated with legal for labor relations and terminations, maintaining zero lawsuits. Supported finance department during external audits with BDO Audit Firm.

·Managed reimbursements from retirement accounts, State Workers Insurance Fund, PR Treasury Department.

·Supported accounting systems and website management, including expense reporting and AMEX account administration.

·Orchestrated international conventions for 70+ VIPs, driving new global business opportunities.

·Spearheaded the creation and implementation of "The Experience" annual incentive program, recognized as the best practice across the organization.

oLaunched the first travel incentive program for top performers across multiple country offices.

oManaged all aspects of event logistics, including coordination, scheduling, budget oversight, and amenities for high-profile incentive trips to destinations such as Casa de Campo (Dominican Republic), El Conquistador, Anguilla, Four Seasons, and Ritz-Carlton in Key West.

INGENTE INC. / AVAL RESOURCES, San Juan, PR 2015-2016

Executive Assistant to IMP Director at PRASA (Puerto Rico Aqueduct and Sewer Authority)

Contracted by leading Staffing and Recruitment Agencies to high-level support to two directors overseeing infrastructure and preventive maintenance for PRASA's Improvement Maintenance Project (IMP), a critical initiative stemming from EPA findings. Managed operations for one of the largest quasi-public agencies in Puerto Rico with five regions. Oversaw maintenance program of a fleet of 500 vehicles.

·Streamlined departmental processes and documentation, enhancing communication with regional offices, vendors, and external agencies, leading to improved operational efficiency.

·Monitored plant compliance with EPA issue resolution, analyzed the P&L, and developed presentations for the Executive Director.

·Managed the preparation of purchase requisitions, check requests, reports, memos, and meeting documentation, utilizing word processing, spreadsheets, and presentation tools.

·Collaborated with the Project Management Office (PMO) team to ensure effective tracking and completion of IMP project milestones.

·Oversaw 40+ staff time and attendance tracking (KRONOS) and expense reporting (SIRE), ensuring accurate and timely reimbursements.

FIRST BANK OF PR, San Juan, PR 2012-2014

Operations Analyst

Spearheaded the creation of the Credit Card Department during the bank’s merger with Bank of America. Led recruitment for a newly established team of 10 employees, including financial risk and credit analysts. Collaborated with senior leadership to restructure the department and launch elite credit card products, managing a team of 25 associates.

·Oversaw compliance monitoring, vendor relations, account reconciliations, and budget reviews.

·Contributed to the successful conversion of the FirstBank Beyond Credit Card Project, managing a portfolio of 50,000 customers.

·Coordinated audit documentation, developed training programs, and ensured effective sales support. Managed financial reporting and handled executive expense reimbursements.

FLEXTRONIC INTERNATIONAL, San Juan, PR 2010-2012

AT&T Device Support Center - Center Supervisor & HR Trainer

Served in a dual capacity as Center Supervisor and HR Trainer for two AT&T warranty centers. Project managed the start-up of Arecibo’s store. Supervised performance and training of a team of 22 associates servicing 200 clients on warranty cases daily for Apple, Samsung, and Blackberry devices. Recruited, trained, and developed operational and HR policies.

·Streamlined operations with inventory management, shipping oversight, and internal audit compliance, achieving a 90% audit effectiveness in the initial store opening.

·Achieved 90%+ compliance rate in the initial audit. Led new hire training and managed HR documentation (I-9, Kronos), providing ongoing mentorship.

·Provided training on HR documentation, Kronos, and onboarding processes.

Corporación Para El Desarrollo de la Vivienda, Bayamón, PR 2008-2010

Office Manager / Executive Assistant to Executive Director

Oversaw key administrative and operational functions for housing projects in the Bayamón region, liaising with various government agencies and the Mayor’s Office. Managed complex audit processes, including federal fund audits, contract drafting, and oversight of accounts receivable and payables.

·Spearheaded the enhancement of internal audit processes, significantly improving audit performance.

·Orchestrated high-level annual events and monthly meetings with Joint Directors and the Executive Director, delivering strategic presentations on sales performance and management proposals.

·Directed the documentation and reporting of financial audits, state and municipal compliance audits, ensuring accuracy and timely reporting.

·Reported training compliance to the Office of Government Ethics, ensuring full regulatory adherence.

·Assumed full office oversight and operational continuity in the absence of senior management.

EDUCATION

Certification in Human Resources and Labor Relations, 12/2018 Instituto de Educación Superior, San Juan, PR

·Human Resources Management

·Labor Law

Bachelor's Degree in Business Administration and Accounting, 6/2016 National University College, Bayamon, PR

·Accounting cum laude

·Business Administration

BUSINESS INTELLIGENCE TOOLS / IT SKILLS

ADP Workforce Now, KRONOS, iSolve System, Expense.com, SIRE Expenses Platform, RAD ID Platform ; MS Office, Zoom, TEAMS

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