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Ivan Muñoz

@ivanmuoz

HR Advisor at Microsoft who automates internal workflows with custom AI agents and supports HR operations across regions.

Mexico

Message

At Microsoft (via Adecco), I manage high-volume HR case routing and resolution across the Americas and Europe (EMEA), handling 50 to 70 cases daily in English.

I develop and deploy custom AI Agents to automate internal operational workflows, and author technical Knowledge Base Articles to standardize procedures and support self-service case resolution.

I provide bilingual phone and digital support across onboarding, offboarding, immigration, payroll, employee benefits, employment verification letters, and corporate policy guidance.

Previously, at CAPGEMINI (via Infortec), I managed client onboarding workflows and maintained operational records. At INTERCAM BANCO / KAPITAL BANK, I supported English- and Spanish-speaking clients with banking platforms, brokerage services, financial products, and investment funds.

Experience

Work history, roles, and key accomplishments

Current

HR Advisor – Americas & Europe (EMEA) Regions

Current

Microsoft

Feb 2026 - Present (9 months)

Manage high-volume HR case routing and resolution via CRM ticketing system, maintaining an average output of 50 to 70 cases daily in 100% English. Develop and deploy custom AI Agents to automate internal operational workflows, enhancing response quality and decreasing resolution cycles.

HR Case Management CRM ticketing AI Agent Development Prompt Engineering Knowledge Base Creation Bilingual Support Onboarding Offboarding Immigration Payroll Employee Benefits Employment Verification Policy Guidance

Bilingual Back Office Executive

Capgemini

Nov 2025 - Feb 2026 (3 months)

Managed administrative and operational client onboarding workflows while strictly maintaining compliance and information control standards. Prepared, audited, and validated timesheet reports and coordinated contract extension tracking across international stakeholders.

Client Onboarding Compliance Timesheet management Contract Follow Up Database Management Operational Tracking

Bilingual Customer Service & Support Executive

Intercam Banco / Kapital Bank

Dec 2024 - Oct 2025 (10 months)

Provided specialized financial customer service in English and Spanish for high-value corporate and individual client accounts. Assisted clients with online banking platforms, brokerage services, financial products, and investment fund management.

Customer Service Bilingual Support Online Banking Brokerage Services Financial Products Investment Funds Quality Assurance SLA Compliance