Summary
Overview
Work history
Education
Skills
Languages
Timeline
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Neyma Benguela

Neyma Benguela

Peacehaven,East Sussex

Summary

I am extremely professional, organised and a hard worker with a great passion for employee satisfaction by supporting and guiding people through their employment. I am highly experienced in stakeholder management, managing projects and analysing complex end to end processes to proactively improve business revenue and meet employee needs. During my career my roles were around supporting employees around gaining the adequate skills to be successful at their job and I achieved that by working with Managers, HR Business Partners and external stakeholders and together we have been able to successfully support employees training and development requests. I am a flexible decision-maker with excellent analytical, people management, negotiating and communications skills. I have a vast experience in working independently in a fast-paced working environment and able to seek support and help when needed.


Overview

11
11
years of professional experience
3
3
years of post-secondary education

Work history

Technical

Southern Water, Falmer
08.2022 - Current
  • Job Scope and Accomplishments
  • As Technical Training Partner one of my key roles is making sure Southern Water employees have the right skills and capabilities to do their job safely and effectively
  • During my role I have helped colleagues progress their careers by building operational development programmes that allow them to not only meet their current role's needs but to also work towards being a multi-skilled team member
  • As a Partner I am responsible to engage with stakeholders, as well as HR Business Partners and SMEs to diagnose existing challenges, develop and deliver comprehensive development solutions to address gaps
  • I have done this by processing over 70 individual training requesting for external technical trainings as well as guiding the business on how to follow the functional training budget requests which gets allocated to each directorate at the beginning of the financial year
  • Stakeholder management with internal and external key stakeholders - I have done this by setting up a new provider and following all the contractual process from going out to tender and signing and agreeing on the service and payment between SW and the provider
  • I have regular contact with my internal stakeholders where we work together to create and review learning needs analysis to determine the gap between existing employee's skills, knowledge and business needs and then decide what type of trainings are required
  • Keeping track of all the expenditures against each training requests and raise PO's or process manual payments when necessary
  • The first 6 months of my employment I lead the implementation of a new LMS (Workday Learning system) and this has given me a broader understanding of Workday system, not just from a training point of view but a general Workday system.

EMEA Product Specialist

Kimberly-Clark Consumer Services
Brighton
01.2021 - 07.2022
  • Job Scope and Accomplishments
  • On this role I was able to leverage my knowledge and Consumer Services expertise to provide counsel on several brands, whilst supporting the Call Centre with advice on individual cases and providing training on processes and regulations
  • Place the consumer at the heart of everything by improving engagement and interaction, focus on providing best in class consumer services experience
  • Facilitate with numerous departments to manage, escalate, and close out complaints
  • Manage Potentially Brand Damaging consumer complaints to minimize the risk to KC' Consumers, business & brands
  • Provide front line agents with support on highly complex or sensitive consumer contacts
  • Analysing and providing trends for both brand insights and quality issues
  • Work closely with the assigned brands for all products and promotional updates, changes and hot topics
  • Update the front-line team together with relevant KC teams on all products and promotional changes and ensures the online Knowledges Base is updated and accurate - Become the subject matter expert on both the product assigned and known issues - Ensure all Regulatory and GDPR processes are adhered to
  • Continuous Improvement by using LEAN principles, Visual Management and Standard Work
  • Shared Business Service Human Resources Administrator

Surrey & Sussex Police - Lewes
07.2020 - 12.2020
  • Job Scope and Accomplishments
  • Provide a comprehensive first level advice, guidance and support service to customers on a range of HR queries, whilst complying with HR policies, GDPR and employment legislation
  • In the first instance resolve queries where this is not possible identify where issues and queries should be escalated to the Assistant or Team Leader or other areas of HR for professional support and guidance
  • Provide an HR transactional administration service undertaking a range of administrative processes on SAP and other programs
  • Fully participate in a range of transactional (HR) services including filing, maintenance of records, data entry, mail merges, etc
  • Provide an administration service in arranging and assisting with the facilitation of all training related activities
  • To take ownership and be accountable for all administrative activities relating to organisational change projects
  • Contribute to the development, implementation and maintenance of relevant processes, procedures and work instructions in-line with best practice and organisational priorities
  • Contribute to the development of best practice in the use of SAP for associated HR transactions
  • Proactively contribute to delivering customer satisfaction and providing service quality assurance
  • Assisting in service improvement
  • Assist in the training of new staff and supporting development
  • Undertake other duties appropriate to the grade and character of work as may be reasonably required including specific duties of a similar or lesser graded post.

Training and Process Development Specialist

Kimberly-Clark
Brighton
10.2016 - 05.2019
  • And Accomplishments
  • As part of the PDS (process development support) team I had the opportunity of managing and collaborating to the development of strategic projects mainly focused on: -Analyses, improvement and standardization of processes across the EMEA region; working alongside IT stakeholders on technical enhancements to improve the SAP system performance;
  • On the other side the role also involved improvement capability of the Customer Service; Credit; and Pricing teams by identifying knowledge gaps as a starting point in order to build capability by developing training materials and delivering appropriate training sessions both remotely and face to face to both big and small audiences
  • Responsible to create process maps for Customer Service teams for easy access and instruction with the aim of improving process efficiency
  • Supporting LEAN engagement activities by eliminating wasteful practices in order to improve business efficiency on a day-to-day basis and sharing that with the other Order to Cash departments
  • In this role time management skills, the capability of recognizing and understanding priorities and working under pressure have been essential
  • Managing queries related to the resolution of system (SAP) and process issues
  • Drive continuous improvement tools and mindsets to eliminate nonvalue added activity to deliver $1.5 MM annual savings Globally
  • Collaboration with Internal Control Audit ensuring all processes meets the compliance requirement.

Customer Service Executive

Kimberly-Clark
Brighton
10.2013 - 10.2016
  • During this part of my career, I have been accountable for the day-to-day requirements of my own portfolio of customers in adherence with our targets and deadlines, but also in the proactive perspective of "winning consistency" and "what else can I do"
  • I had the opportunity to either managing or collaborating in projects focused on the creation and implementation of guidelines and customer focused training for the most complex accounts as well as been responsible for the team workload project
  • Dealing with enquiries/queries relating to the Order to Delivery process
  • Maintenance of relevant systems with valid information
  • Networking/building relationships with internal and external customers
  • Extensive use of system SAP and Salesforce
  • I have been highly focused on continuous improvement by participating and facilitating Simple Problem-Solving Sessions.

Data Reconciliation Clerk

Tourvest Duty Free Horley
07.2012 - 10.2013
  • Scope and Accomplishments
  • Responsible for reconciling the sales figures for onboard transactions on BA (British Airways) for long and short haul flights and reporting any losses using the FRS (Flight reconciliation System)
  • Meeting daily targets
  • Run reports on unallocated cash - monthly basis
  • Dealing with British Airways Money Bags Reports
  • Reconciling and validating BA Routes and flight information by changing the original routes into FRS using Route Set-up Report
  • Answering crew emails with regards to their commission queries as well as adjustments and deductions.

Education

Coaching Skills Certificate -

Academy of Executive Coaching
10.2023 - 10.2023

Bachelor of Arts - Business with Human Resource Management

University of Greenwich
Greenwich
09.2009 - 06.2012

Foundation degree - Business Administration

University of Greenwich
Greenwich
09.2008 - 06.2009

Skills

  • SAP ERP
  • Workday
  • Salesforce system
  • MS Office software applications, including Word, PowerPoint, Excel & Visio
  • Stakeholder Management
  • Communication
  • Presentation
  • Attention to details
  • Customer focus
  • Adhering to policies
  • Process creation
  • Process improvement - continuous improvement
  • Analytic
  • Knowledge on Employee Law and Employee equal rights on the workplace


Languages

Portuguese
Native
Spanish
Upper intermediate

Timeline

Coaching Skills Certificate -

Academy of Executive Coaching
10.2023 - 10.2023

Technical

Southern Water, Falmer
08.2022 - Current

EMEA Product Specialist

Kimberly-Clark Consumer Services
01.2021 - 07.2022

Surrey & Sussex Police - Lewes
07.2020 - 12.2020

Training and Process Development Specialist

Kimberly-Clark
10.2016 - 05.2019

Customer Service Executive

Kimberly-Clark
10.2013 - 10.2016

Data Reconciliation Clerk

Tourvest Duty Free Horley
07.2012 - 10.2013

Bachelor of Arts - Business with Human Resource Management

University of Greenwich
09.2009 - 06.2012

Foundation degree - Business Administration

University of Greenwich
09.2008 - 06.2009

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Neyma Benguela