Ariane Rufino

Support leadership with day-to-day operations of the Tier 1 team, ensuring accurate and timely resolution of employee inquiries. Train and mentor new team members; assist peers with more complex HR cases and escalations. Assist in tracking key HR service metrics (e.g., response time, resolution time, CSAT) and contribute to process improvements by analyzing trends and proposing actionable insights. Partner with HRSS pods across regions to support system enhancements, knowledge sharing, employee communications, and execution of annual HR programs, ensuring consistent and compliant service delivery. Ensure timely case resolution in line with SLAs, while delivering a positive and responsive employee experience. Assist with HR knowledge base management, including monthly audits and creation of Knowledge Base Articles to support new or updated processes.

Coordinate and track on-site personnel work hours to ensure accurate reporting and compliance. Schedule technician assignments to optimize efficiency and maximize customer satisfaction. Communicate with customers to initiate, maintain, and track work orders, ensuring accurate documentation and timely follow-up. Create and manage work orders (WO) in internal systems, supporting smooth workflow execution. Handle invoicing and accounts receivable processes, ensuring timely billing and payment tracking.

Serve as Tier 1 point of contact for employee and people manager inquiries, concerns, and HR service requests. Create and manage tickets in the Case Management System, escalating issues when resolution is not achieved at first contact. Maintain accurate and up-to-date employee records in HR systems, ensuring data integrity and compliance. Assist employees and managers in navigating Workday for various HR transactions and self-service needs. Provide clear and consistent guidance on HR policies and procedures, referencing internal documentation and the Employee Handbook.

Manage calls, emails and voicemails using Case Management System. Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge base. Research and develop resolutions for problems that are presented and escalate as needed to the appropriate group or internal management. Provide training to new agents. Participate in ongoing training for service desk operations

Provide first level technical support for global companies like BMW and Meritor (Portuguese and English) Log calls in Case management System and escalate to second level support when needed. Troubleshoot VPN connectivity issues. Provide desktop Remote support to troubleshoot a diverse of software and Microsoft suite issues. Install network printers and other devices allowed by the companies. Reset password: SAP, Cisco, Citrix/VMware, Oracle, Clear Orbit, AS400 and Active Directory. Unlock Accounts and reset passwords in system (Active Directory, SAP and Oracle). Submit Oracle access requests in SharePoint. Train new helpdesk team over BMW IT systems in Costa Rica (2 weeks trip)

Manage Employee data file and maintain information in HRIS. Coordinate annual trainings for +4000 employees Participate in the implementation of new HRIS system (LMS) Onboard new Employees through HR best practices and Company procedures. Attend audits for ISO and OHSAS. Support managers with HR inquiries. Manage benefits. Coordinate internship program. Conduct talent acquisition processes.

Coordinate annual trainings for +4000 employees Create and implement new trainings focusing on development of new skills and core company competences Train new employees in the company HR policies and procedures Attend audits and prepare documents according to international norms such as ISO 9001 and OHSAS 18001 Support managers to develop their team members Manage benefits and welfare company programs Conduct recruitment processes interviewing candidates and onboarding new employees Organize documents

Manage, arrange, and coordinate class calendars, consultant travels, clients' contacts, appointments, and coffee break/events Administer banking, deposits, account registry, payroll, and distribution of employee checks Maintain records. Monthly reports