Teresa Lugo served as a mid level Project Manager for EDS/HP’s ExcellerateHRO division. ExcellerateHRO is one of the largest Human Resource Outsourcing firm in the world that provides comprehensive human resource outsourcing and consulting services to more than thirty-four clients around the world including North America, Europe, Middle East, Africa, Latin America and Asian Pacific. With more than 34,000,000 participants, the services rendered to contracted companies provide a secured environment for participants to manage health and welfare benefits, defined benefits and defined contributions that aim to simplify processes, streamline procedures and ultimately provide a seamless experience for participants around the globe.
Teresa is an organized, detailed-oriented, result-driven problem solver who is able to strategize and prioritize effectively to accomplish multiple tasks and meet deadline constraints. Teresa was an integral component of making procedural changes off shore in order to meet cost saving initiatives for several major clients.
Responsible for analyzing current state vs. future state processes performed within the Service Center. Provided recommendations and assisted with implementation to move processes to the future state model (India) in order to reduce costs.
Created Work Group Instructions and updated communication documents for service delivery teams to follow utilizing the global mitigation strategies which standardizes processes across all client teams.
Provided recommendations for training new hires and new client implementations based on past management and service delivery experience for a new site location. These recommendations enabled new site location to enhance and develop their training curriculum and hiring process.
Translated client specific documentation from English to Spanish and vice versa in order to meet project deadlines. Reviewed and narrated phone menu prompts in Spanish for the interactive voice response system.
Technical Advisor / Senior Team Leader
Responsible for all Health and Welfare projects from creation of project scopes, Statement of Works, Costing, Approval process, and completion of milestones. One of the major projects annually was the clients Open Enrollment. Partnered with the client, their vendors and internal units to ensure milestones were met and project successful. In addition, responsible for quality assurance testing and training end users on new plan year benefits or system changes. Overseeing this project annually requires people and project management skills to ensure client satisfaction.
Tracked risks and constraints and engaged client and or vendors in weekly update meetings designed to troubleshoot progress and create business continuity plans. Identified root causes and corrective actions to meet short- and long-term business, financial, and system requirements for this major client account.
Supervised daily activities of 14 – 21 call takers and administrative staff, including performance management and salary communication.
Integral member of the Interview and Selection team for the past 10 years. Conducted interviews and hiring decisions for exempt and non-exempt level positions that meet staffing requirements. In addition, assisted in the creation of the interview and selection form which was successful in obtaining qualified candidates for open positions.
Worked closely with Human Resources for 8 years on any employee relations, performance management and FMLA concerns for my direct reports.
Conducted all phone screenings and interviews for all bilingual (Spanish) positions.
During my tenure performed various methods of call monitoring on all call takers as needed but primarily for the bilingual representatives to ensure technical and professional phone techniques were met.
Acquisitions/Mergers- traveled to client locations to perform New Hire presentations or enrollments for bilingual employees.
HR Specialist/ Project Manager/Sr. Technical Advisor, Towers Perrin/ EDS/ExcellerateHRO, Chesapeake, VA (1996 – 2009)
Supervisory Skills Certification, Towers Perrin (May 2000)
Leadership Academy Certification, EDS (July 2006)
International Business Major, Temple University – Philadelphia, PA (1992 – 1993)
International Business/Spanish Major, Lebanon Valley College, Annville PA (1983 – 1985)
MS Word, Excel, PowerPoint, MS Project, PeopleSoft