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Amanda Hernandez Reddick

@amandahernandezreddi

Message

I’m a benefits operations team lead using data and automation to improve SLAs and payroll experiences.

United States

Message

What I'm looking for

I’m looking to grow in payroll/benefits operations where I can use data, automation, and strong SOPs to improve SLAs, customer workflows, and KPIs—while partnering cross-functionally to deliver scalable process improvements.

I’m a dynamic benefits leader in the payroll space, with 10+ years of experience and 5 years using automations. I focus on improving resolution SLAs and customer experience using data-driven results and operational rigor.

At Justworks, I lead end-to-end payroll operations—creating SOPs, troubleshooting issues, mentoring new hires, and triaging ticket requests through Jira. I also reconcile 401(k) contributions between the payroll system, Empower, and external providers, and reconcile monthly invoices with Finance.

I’ve helped drive meaningful transitions, including spearheading the migration of over $1B in assets from one TPA to another. I streamline internal workflows, track vendor performance through SLA maintenance, and lead end-of-year revision projects to ensure smooth transitions.

Previously, I served as a Data Analyst and Operations Associate, where I QA’d member data, led monthly audits, built queries to track KPIs, and triaged deferral error reports daily. I’m also RPF Certified (2023), and I bring a practical, improvement-minded approach to every team.

Experience

Work history, roles, and key accomplishments

Current

Team Lead

Current

Justworks

Sep 2023 - Present (2 years 10 months)

Led end-to-end payroll SOP creation, onboarding for new Empower customers, and Jira-based ticket triage while troubleshooting customer issues to meet SLA expectations. Used AI and automation to streamline workflows, reconciled 401(k) contributions and monthly invoices, and presented departmental payroll KPIs using Jira and Redash.

SOP Development SLA Management Payroll Reconciliation AI Automation Customer Onboarding KPI Reporting Redash SQL

Data Analyst

Justworks

May 2022 - Sep 2023 (1 year 4 months)

Performed QA for monthly audits and led member audits, creating and maintaining SQL queries to track payroll retirement KPIs. Triaged 5–10 deferral error reports daily and drove operational process improvements across the retirement team.

SQL Queries KPI Tracking Deferral Error Triage Process Improvement KPI Reporting Jira Redash Troubleshooting

Operations Associate

Justworks

Jan 2021 - May 2022 (1 year 4 months)

Resolved 10–20 customer Jira inquiries weekly, corrected missed matches, and calculated missed match amounts to ensure accurate payroll processing. Refunded 8 adopters monthly, handled 30+ weekly emails between Justworks, a vendor, and customers, and collaborated with associates/analysts to improve Jira ticket SLAs.

Jira SLA Manual Calculations Refund Processing Email Operations Troubleshooting Process Optimization

Operations Associate

Delivery.com

Apr 2019 - Sep 2020 (1 year 5 months)

Onboarded and provided ongoing support for 200+ office accounts, serving as the primary point of contact for admin issues. Created customer service guidelines, delivered 1:1 training for 200+ account administrators, and produced 30+ feedback surveys used by the product team.

Customer Onboarding Customer Support Training Enablement Process Development Survey Design Account Management

Operations Manager

Axiom Learning

Jun 2017 - Mar 2019 (1 year 9 months)

Managed applicant intake by conducting 10 phone screenings per quarter, scheduling interviews, and assisting with new-hire orientation. Managed 30 student accounts, maintained the vice president’s weekly calendar, attended 5 college recruitment fairs per year, and generated monthly expense reports for 7 employees.

Interview Scheduling Recruitment coordination Schedule Management Expense Reporting Operations Management Administrative Coordination