Ashley Leon Guerrero
Sinajana,Guam
Summary
Conscientious and compassionate human resources professional with drive for helping employers recruit, develop and retain qualified candidates. Skilled at partnering with management teams to build employee-centric cultures promoting positive morale and optimizing productivity. Motivating and positive with excellent interpersonal, coaching and communication skills.
Overview
21
21
years of professional experience
Work History
Human Resources Manager & Credentialing Specialist
SaguaMPG
01.2018 - Current
- Partner with the leadership team to understand and execute the organization’s human resource and talent strategy.
- Provide support and guidance to management, and other staff when complex, specialized, and sensitive questions and issues arise.
- Manage the talent acquisition process and collaborate with departmental managers to understand skills and competencies required for openings.
- Analyze trends in compensation and benefits; research and propose competitive base and incentive pay programs to ensure the organization attracts and retains top talent.
- Create learning and development programs and initiatives that provide internal development opportunities for employees.
- Oversee employee disciplinary meetings, terminations, and investigations.
- Maintain compliance with federal, state, and local employment laws and regulations, and recommended best practices; reviews policies and practices to maintain compliance.
- Maintain knowledge of trends, best practices, regulatory changes, and new technologies in human resources, talent management, and employment law.
- Facilitate onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
- Enhance team workflows and employee job satisfaction by coordinating communication between managers and employees.
- Works with and coach managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Identify and implement appropriate strategies to increase employee satisfaction and retention.
- Create and implement forward-thinking initiatives to improve employee engagement.
- Manage employee benefits programs such as health insurance, retirement plans, and vacation time
- Negotiate with vendors to obtain competitive pricing and favorable contract terms
- Ensure compliance with federal and state regulations related to benefits administration
- Communicate benefit options and changes to employees through various channels
- Analyze benefits data to make informed decisions about plan design and adjustments
- Administer benefits claims and resolve any issues or disputes that may arise
- Work with Executive team to develop and implement overall benefits strategy aligned with company goals and values
- Stay up-to-date on industry trends and best practices for benefits management.
- Obtained NPI numbers for providers and facilities and updated existing profiles.
- Create and maintain licensing, credentials and insurance records
- Release information to requesting agencies and public inquiries when required by law
- Help develop internal credentialing processes
- Monitor license and credential expiration dates and advise staff members of required “renew by” dates
- Ensure the facility and staff members are maintaining compliance with regulatory and accrediting institutions
Senior Human Resources Business Partner
Guam Regional Medical City
12.2015 - 01.2018
- Fostered cross-functional relationships to connect managers and employees and improve overall efficiency.
- Managed other HR staff and oversaw completion of tasks and initiatives.
- Coordinated work activities for HR managers, specialists and recruiting agents.
- Directed hiring and onboarding programs for new employees.
- Educated employees on company policy and kept employee handbook current.
- Conducted exit interviews with employees leaving company to gauge areas of success and opportunities for improvement.
- Resolved understaffing issues, disputes, employee terminations, and disciplinary procedures.
- Collaborated closely with internal teams to develop and implement successful human resources systems and processes.
- Developed and maintained relationships with recruitment agencies, industry professionals and government agencies for successful recruitment efforts.
- Identified HR training needs and conducted training for employees and leadership while recommending approaches to effect continual improvements in business objectives, productivity, and within company to reach business goals.
- Managed full cycle of recruiting, hiring, and onboarding new employees.
- Facilitated team-building activities and initiatives, improving collaboration and engagement.
- Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Met with managers to discuss vacancies, applicant qualifications and characteristics of top candidates.
- Created smooth onboarding processes to help new hires adjust to company policies, procedures and processes.
- Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
- Maintained regular schedule of onboarding classes, one-on-one meetings, and transitional hand-offs to supervisors.
- Helped new hires complete and submit required paperwork, set up benefits accounts, and initiate direct deposits.
- Collaborated with different staff and management to facilitate department-specific onboarding.
- Monitored new hire performance, compliance and progress with requirements to consistently meet deadlines.
- Organized welcome packages and icebreakers to get new hires quickly up to speed with colleagues and company details.
- Put together employee files and collected required digital or physical information to meet requirements.
Communiations Center Lead
Guam Regional Medical City
06.2015 - 12.2015
- Handled advanced issues with calm, knowledgeable and professional approach.
- Responded to team support questions quickly to maintain call center efficiency.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with patients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Managed 24/7 staff schedule to service and support hospital call center.
Human Resources Generalist
Arizona Priority Care Plus
08.2012 - 10.2014
- Provided guidance to managers and employees on talent management, payroll, FMLA and benefits.
- Handled new-hire orientation and basic recruiting tasks for best-in-class talent identification.
- Met with staff to resolve difficult situations related to performance and conflict management.
- Implemented and supervised orientation procedures for new hires.
- Facilitated criminal background check process for new hires.
- Coached managers through employee engagement, documentation, discipline and performance improvement plans.
- Conducted career fairs, screened resumes and interviewed applicants to build candidate pipelines and enhance company culture.
- Developed and enforced company policy and procedures relating to human resources activity.
- Understood, interpreted and mediated human resources inquiries to support administration of human resources policies, procedures and programs.
- Explained and administered medical insurance, disability and flexible spending accounts.
- Conducted confidential investigations of discrimination, harassment and workplace violence.
- Collaborated with payroll to complete and upload pay data and worked with managers to support proper wage and hour compliance.
- Liaised with HR and payroll to coordinate and manage employee leaves of absence.
- Delivered strategic workforce planning, benefits administration, labor relations, succession planning and reporting systems.
- Updated key human resource metrics on turnover and terminations using reporting tools on HRMS database.
- Managed change through open communication for addressing employee concerns, allowing for different opinions and publicizing new strategies.
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
- Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
- Managed payroll processing and benefits to compensate employees for service rendered.
Senior Customer Service Lead
Verizon Wireless
07.2005 - 08.2012
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Coached and trained new hires on the floor.
- Responded to customer calls and emails to answer questions about products and services.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Answered constant flow of customer calls with minimal wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Sales Associate
Macys Department Store
12.2002 - 05.2005
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Education
Western International University
Chandler, ArizonaHigh School Diploma -
Notre Dame High School
Talafofo, Guam05.2003
Skills
- Performance Assessment
- Benefits Administration
- Organizational Development
- Dispute Mediation
- Leadership Development
- Recruitment
- Staff Management
- Employee Onboarding
- Employee Relations
- New Employee Orientation
- Compensation and Benefits
- Compliance
- Training Development
- Regulatory Compliance
- Coaching and Mentoring
- Exit Interviews
- Workforce Planning
- Employee Engagement
Timeline
Human Resources Manager & Credentialing Specialist
SaguaMPG
01.2018 - Current
Senior Human Resources Business Partner
Guam Regional Medical City
12.2015 - 01.2018
Communiations Center Lead
Guam Regional Medical City
06.2015 - 12.2015
Human Resources Generalist
Arizona Priority Care Plus
08.2012 - 10.2014
Senior Customer Service Lead
Verizon Wireless
07.2005 - 08.2012
Sales Associate
Macys Department Store
12.2002 - 05.2005
Western International University
High School Diploma -
Notre Dame High School
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