Operations Lead with HR & Call Center Expertise
Resume:
Katrina M. Aguirre
Brookfield, IL *****
**********@*****.***
Objective
Operations Lead professional with progressive experience in employee support, adept leadership skills to oversee employee tasks and cultivate a conducive work environment depending on the business type and industry. Ensure compliance with industry regulations, internal policies, and relevant standards. Call center leadership, real time operations, benefits guidance, and customer service. Known for strong communication, problem solving, and team development skills, with a proven record of advancing into higher level responsibilities. Fluent in English and Spanish.
Core Skills
• HR support, employee relations, LOA/FMLA assistance
•Collaborate cross-departments to align operations with organizational objectives
• Monitor live operations through real-time adherence board
•Monitor attendance and punctuality
• Onboarding & new hire documentation
• Assist with payroll and accurate time
• Benefits communication & employee file maintenance
• Leadership, coaching & team development
• Corrective action & performance oversight
• Real time adherence & call flow management
• Quality assurance & escalation handling
• Bilingual: English & Spanish
• Microsoft Office proficiency
Professional Experience
HR Service Representative – ObjectWin (Northwestern Hospital) July 2024 – November 2025
• Supported high volume HR operations including LOA, FMLA, STIIP, corrective action, and termination escalations.
• Served as first point of contact for employee inquiries regarding HR policies, benefits, and documentation.
• Completed benefit elections, processed eligibility appeals, and ensured compliance with hospital and regulatory guidelines.
• Maintained accurate employee files, updated HR records, and ensured compliance with labor policies.
PCG International – Progressive Advancement Through Multiple Roles February 2020 – April 2024
• Advanced through three internal roles: Customer Service Specialist Real Time Analyst Team Manager.
• Demonstrated performance that led to increased responsibility in operations, scheduling, HR support, and leadership.
• As Team Manager: Led daily operations for CountyCare and IDES programs, coached supervisors and leads, managed escalations, and partnered with HR on corrective actions, leaves of absence, and terminations.
• Conducted performance reviews, KPI tracking, staffing decisions, and client facing updates regarding service levels.
• As Real Time Analyst: Monitored schedule adherence, call routing, system outages, and operational thresholds.
• As Customer Service Specialist: Supported IDES claimants by providing bilingual assistance and accurate claim processing.
HR Assistant – T.H. Ryan February 2013 – December 2019
• Supported HR Manager with onboarding, employee file maintenance, compliance documentation, and recordkeeping.
• Assisted with benefits questions, insurance enrollment coordination, and updating employee status changes.
• Helped prepare corrective action forms, track attendance concerns, and support employee relations matters.
• Collected and verified DOT documentation, I 9s, driver qualification files, and safety records.
• Coordinated with operations on scheduling, payroll adjustments, and communication to staff regarding requirements.
• Maintained confidential personnel files and ensured compliance with internal policies and industry regulations.
Team Lead – McDonald’s Corporation July 2011 – January 2013
• Directed workflow, shift operations, and employee training to maintain service standards.
• Performed quality checks ensuring compliance with safety and operational procedures. Customer Care Agent – Nextel Corporation January 2007 – January 2010
• Delivered customer service, troubleshooting support, and sales assistance in a fast paced retail environment.
• Managed store openings/closings, cash handling, and inventory accuracy. Education
Benito Juarez High School – Chicago
References
Available upon request
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