This role involves supporting HR objectives, including metrics and reporting, while assisting with benefits, compensation, employee performance programs, and immigration, GRA, and TIN registration and compliance. The position focuses on improving employee experience and HR efficiency, managing onboarding processes, and providing HR advisory services on employee relations issues. Additionally, it includes maintaining employee records, assisting with payroll, ensuring compliance with policies, ISO standards, and tax regulations, and managing insurance and compensation benefits. The role also supports the development of OHS/HSSE policies, conducting risk assessments, and organizing safety training.

Prepare and submit bi-monthly HR payroll reports, generate official HR forms for internal transitions, and draft promotional, confirmation, and probationary letters. Compile the Annual Staff Tracker, draft termination letters in compliance with contracts and labor laws, and address HR-related queries. Facilitate weekly HR calls, manage a team of seven, and handle walk-in queries. Develop attrition analysis decks, deliver presentations, conduct second interviews, and mediate conflicts. Oversee final termination details, assist with NIS and private insurance, and update HR policies and processes.

Facilitate interdepartmental conflict resolution, provide coaching and development for supervisors, and conduct individual feedback meetings. Organize focus groups with agents for insights and collaborate with managers on agent management strategies. Conduct final interviews for new hires, provide feedback to recruiting and HR, and assess staff interviews for supervisors and trainers. Ensure departments adhere to policies, particularly on vaccination, and maintain data on positive cases. Communicate with remote agents to ensure their comfort with the training environment.

Responsible for managing and overseeing a team of 20+ sales representatives, ensuring the effective implementation of client updates, and coaching agents to achieve personal and account goals. This role includes managing attendance records, liaising with the Payroll department to correct discrepancies, and providing timely feedback. Additionally, the position involves organizing and leading team activities to boost morale, engaging agents in effective sales techniques to maximize performance, and assisting with succession planning and talent acquisition alongside a new supervisor.

Organized and led multiple extra curricular activities to give back to the community , e.g.Co-led volunteer events at the Children’s Orphanage and Women’s Shelters, e.g.Giving back to the community by organizing food drives within the religious sector

Responsible for managing and overseeing the performance and daily schedules of over 18 staff members, ensuring alignment with client expectations and company guidelines. This role includes call monitoring, documenting assessments, and contributing to the development of quality control processes. It involves evaluating employee performance, providing feedback and coaching opportunities, and addressing client complaints in accordance with compliance protocols. Additionally, responsibilities include verifying payroll accuracy, rectifying discrepancies, organizing company recreational activities, and assisting with the screening and recruitment of new Quality Analysts.

Workshop – Quality Performance – U.S.A. This was a training from a Level 1 technical to Level 2. I was a Certified Trainer after the trip.Diplomas, Computer literacy programs 2006-2014

Responsible for reviewing and analyzing audio and documentation for 42 customer service representatives, providing feedback to foster individual growth and track performance. This role involves aiding in the creation of action plans focused on enhancing performance to meet and exceed international standards while maintaining accurate records. Additionally, it includes monitoring technologies and software, troubleshooting discrepancies, and developing improvements to operational procedures for greater efficiency and better training. The position also involves preparing monthly reports for management, nurturing positive relationships with customer service representatives, and assisting with panel interviews for new Quality Analyst candidates.

Responsible for enhancing the shopping experience and ensuring customer satisfaction by delivering excellent customer service and adhering to store policies, security measures, and service standards. Key duties include managing inventory to prevent overstock or low stock, developing in-depth product knowledge, and performing various administrative tasks. This role also involves setting up product displays according to merchandising standards, preparing financial documents such as invoices and purchase orders, posting daily receipts, and encoding accounting entries. Additionally, responsibilities include sorting financial documents, ensuring accurate postings, and answering telephone inquiries to provide exceptional customer service.