Lilian Toledo
@liliantoledo
Multilingual customer experience specialist with 15+ years delivering SLA-driven HR and support operations.
CanadaWhat I'm looking for
I am a multilingual customer experience specialist with over 15 years of SLA-driven support, HR administration, and benefits operations experience. I have managed high-volume HR and customer inquiries, maintained HRIS records in Workday, generated HR reports for decision-making, and improved employee and client satisfaction through clear guidance and process-focused problem solving.
My background spans benefits administration, payroll verification, returns and refunds processing, and recovery for elite clientele, with hands-on experience in onboarding, case documentation, and cross-functional collaboration. I bring detail-oriented execution, strong organizational skills, and fluency in multiple languages to fast-paced environments where accuracy and compliance matter.
Experience
Work history, roles, and key accomplishments
Team Support & Onboarding
ServiceNow (Eisenach)
Jan 2025 - Present (1 year 1 month)
Assisted with onboarding activities and orientation for new hires, maintained organized documentation, and supported team operations to ensure adherence to standards in a fast-paced environment.
Customer Experience Specialist
People Corporation
Jan 2023 - Jan 2024 (1 year)
Processed benefits documentation, coordinated onboarding workflows, and monitored requests to ensure timely approvals and data accuracy, improving reporting reliability across HR operations.
HR Generalist
Desjardins
Jan 2022 - Jan 2023 (1 year)
Managed high-volume HR and customer inquiries on benefits, payroll and leave programs, maintained HRIS records in Workday, and generated reports to support decision-making and policy compliance.
Customer Service Specialist
Scotiabank
Jan 2016 - Jan 2018 (2 years)
Managed high-value client accounts and resolved complex financial inquiries, increasing repayment commitments through personalized support and coordinating cross-functional solutions.
Recovery Agent - Elite Clientele
Desjardins GI
Jan 2016 - Jan 2018 (2 years)
Resolved 40–80 daily customer cases while managing returns, refunds and payment reconciliations, negotiated solutions for account issues and coached new employees on procedures.
Education
Degrees, certifications, and relevant coursework
Sprache und Bildung, Thüringen GmbH
Certificate, German Studies
2025 -
Enrolled in German Studies focusing on language and education beginning in 2025 with emphasis on language proficiency and cultural competencies.
McGill University
Certificate, Human Resources Management
2021 - 2024
Completed a Certificate on Human Resources Management at McGill University from 2021 to 2024, focusing on HR practices, compliance, and reporting.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
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