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Danilo Hernandez

@danilohernandez

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HR Operations Manager with 12+ years supporting remote teams through end-to-end lifecycle.

Colombia

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What I'm looking for

I’m looking for an HR Operations/People Ops role where I can own employee lifecycle support and HR case management for remote teams—improving workflows with SOPs, clear bilingual communication, and compliance-focused HR reporting.

I’m an HR Operations Manager with 12+ years of remote experience supporting U.S.-based and international teams, including 6+ years across HR operations and employee lifecycle administration. I’m known for structured follow-through, clear communication, and sensitive, confidential case handling.

In my People Operations work, I drive onboarding/offboarding, employment documentation readiness, and HR case triage with escalation follow-up. I also support benefits administration and leave documentation, manage PTO/UPT reviews, and assist with payroll-related and I-9 documentation needs.

Most recently, I managed HR cases across the employment lifecycle—including recruitment support, ATS tracking, onboarding administration, and offboarding support. I handled sensitive employee inquiries involving benefits administration, medical leave approvals and denials, accommodation documentation, and workers compensation support, while maintaining compliance records and producing recurring HR reporting.

I bring bilingual English/Spanish communications to recruitment and onboarding, and I improve outcomes through repeatable workflows, SOPs, playbooks, and reusable templates. I’ve worked hands-on with Workday, ADP, Salesforce, Google Workspace, MS Office, Slack, Notion, and Asana.

Experience

Work history, roles, and key accomplishments

Onboarding & Recruitment Ops

Experts for Europe

Jan 2025 - Jan 2026 (1 year)

Owned recruitment and onboarding operations for a Germany-based client, coordinating candidate documentation, readiness tracking, and stakeholder handoffs. Built bilingual candidate communications and reusable templates to reduce missed follow-ups and improve the candidate experience.

Recruitment Operations Onboarding Candidate Tracking HR & Administration Bilingual Communication Process documentation Stakeholder Management Workday

HR Case Manager / HR Specialist

Amazon

Jan 2020 - Jan 2025 (5 years)

Managed HR cases across the employment lifecycle, including recruitment support, ATS tracking, onboarding administration, and offboarding support. Triaged sensitive cases covering benefits, medical leave approvals/denials, accommodations, workers compensation, I-9 support, and payroll assistance while producing HR reporting for stakeholders.

HR Case Management ATS Benefits Support Leave Documentation Payroll HR Reporting

Customer Service Escalations

Amazon

Jan 2019 - Jan 2020 (1 year)

Handled complex, high-priority customer and operational cases requiring investigation, root-cause analysis, policy interpretation, and timely resolution. Coordinated with technical support, logistics, and billing teams to resolve escalations and documented cases through completion while tracking performance against resolution and service targets.

Customer Escalation Root Cause Analysis Resolution SLAs Cross functional Coordination

Customer Service Assistant

Walmart USA

Apr 2017 - Nov 2019 (2 years 7 months)

Delivered remote customer support by phone, email, and chat, handling inquiries, returns, exchanges, troubleshooting, and escalated issues. Coordinated with internal departments to resolve concerns while maintaining response time and issue-resolution standards.

Remote Customer Support Phone Email Chat Support Returns Troubleshooting Customer Escalation

Customer Service Virtual Assistant

Macy's

Mar 2014 - Dec 2016 (2 years 9 months)

Supported customers with order status, shipping, returns, exchanges, online account assistance, and product information, including digital-platform troubleshooting. Managed customer records, processed orders, and handled escalated cases requiring detailed follow-up and cross-functional coordination.

Order Status Support Customer Management Order Processing Escalations Cross functional Coordination

Technical Support Associate

Comcast USA

Feb 2013 - Sep 2014 (1 year 7 months)

Provided remote technical support for internet, cable, and phone services, troubleshooting service issues and escalating complex cases as needed. Maintained accurate service records and contributed to knowledge-base quality through detailed documentation of issues and solutions.

Technical Support Internet Cable Phone Troubleshooting Escalation Management Knowledge Base