Sonia Troncozo

Bilingual Human Resources and operations professional with more than 10 years of experience supporting employees, recruiting and onboarding, payroll and benefits administration, insurance operations, documentation, and compliance. Known for accurate case handling, confidential record management, data analysis, stakeholder communication, and the timely resolution or escalation of complex issues in high-volume environments.

Insurance Specialist at University of South Florida (USF) (2023-01 – 2025-07)

• Reviewed insurance and eligibility documentation for completeness and accuracy, identified discrepancies, and followed established procedures to resolve or escalate issues.
• Managed a high volume of inquiries and cases while maintaining organized, confidential records and documenting contacts, status updates, and required follow-up.
• Coordinated with internal departments and external insurance representatives to obtain information, clarify requirements, and support timely issue resolution.
• Communicated requirements and next steps clearly to diverse stakeholders in English and Spanish while balancing service standards, deadlines, and competing priorities.

HR Support Specialist - Contact Center at Citi Group (2019-01 – 2021-12)

• Provided detailed internal HR support to employees, including payroll analysis, auditing and verification, disability benefit administration, and education on self-service tools.
• Researched and resolved complex employee questions or routed cases for escalation, ensuring accurate documentation and consistent follow-through.
• Verified employee information, maintained data and files, generated reports, and recorded all contacts in accordance with HR documentation and compliance requirements.

HR Support Specialist - Contact Center at Collabera (Citi Group Contract) (2018-01 – 2019-12)

• Supported Citi employees with HR, payroll, benefits, and administrative inquiries in a fast-paced contact-center environment.
• Maintained accurate case notes and employee records, verified information, and collaborated with internal teams to resolve or escalate service issues.

Human Resources / Recruiting Coordinator at Intuitive Staffing Solutions (2014-01 – 2018-12)

• Coordinated the end-to-end recruiting process, including job advertising, resume review, interviewing, candidate screening, background and reference checks, hiring, and onboarding.
• Organized employee documentation and files, supported training, and completed payroll verification and processing activities.
• Communicated with candidates, employees, clients, and internal departments while prioritizing multiple openings, deadlines, and administrative requirements.

Business Analyst at International Marketing & Sales (2011-01 – 2013-12)

• Supported business operations through data analysis, report generation, database and CRM maintenance, customer service, and cross-department coordination.
• Assisted with process improvement, travel planning, document management, and administrative projects requiring accuracy and independent follow-through.

High School Diploma – Luis F. Crespo

Health Studies Coursework – University of Puerto Rico - Arecibo

Respiratory Therapy and Medical Billing Coursework – Universal Technology College