Marconi Hernandez

About Marconi Hernandez

As a Senior Manager of Colleague Relations at CVS Health, I oversee the intake, placement, and escalation of employee relations cases from various sources, ensuring compliance with service level agreements and best practices. I have 13+ years of experience in Human Resources, including 5 years of supervising multi-channel, single site centers, and 5 years of Workforce Management and Quality Assurance. I am passionate about delivering exceptional customer service, fostering a culture of continuous improvement, and developing and motivating high-performing teams. I hold certifications in Disability Management, FMLA, and ADA, and I am fluent in English and Spanish. I leverage my bi-lingual skills, HR policies knowledge, and data analysis skills to support the business objectives and strategic vision of CVS Health. I am a results-driven achiever who thrives on challenges and opportunities to make a positive impact.

Experience

1. Senior Manager, Colleague Relations

   CVS Health

   Oct 2022 — Present · RI, US

   Monitor and manage the receipt, identification, and placement of employee relations cases from various intake sources (email, department voicemail, fax, compliance data, etc.) to ensure adherence to service level agreements.• Manage the escalation of colleague relations cases requiring special handling to ensure case is handled by authorized individuals.• Responsible for all intake cases and case entry into the colleague relations portal to maintain tracking and documentation in the case management system and activate automatic service level agreements as determined by case type and business unit.• Develop call volume forecasts, hiring plans, and capacity plans to manage team scheduling and meet daily service level objectives.• Provide analysis of key metrics and trends to recommend steps to improve the efficiency and effectiveness of the organization.• Construct and maintain colleague relations workforce capacity plans based on forecasted demand and projected staffing.• Monitor real-time adherence, call statistics, and staffing requirements to ensure daily service level and average speed of answer objectives are met.• Analyze case data and provide report generation for managers to ensure a full picture of employee relations activity, both informal and formal processes, advice given, outcomes issued, inquiries, etc.• Facilitate relevant policy and compliance education as necessary.• Manage case escalation when special handling is required, engaging appropriate managers or leads.• Provide timely analysis of key metrics and trends, recommending steps to improve organization efficiency and effectiveness.• Create structural demand forecasting models using key trending data to predict volume influx and manage handle time.• Ensure each team resource is distributed new case assignments fairly by adhering to the case distribution policies of colleague relations.