Customer Service Employee Relations

WINNIE MOREMA

ST. Anthony, MN 612-***-**** adbzfi@r.postjobfree.com

HR HRIS

CAREER PROFILE

Analytical and results-oriented Human Resource professional with over 3 years of strong knowledge of human resources practices, office administration and customer service. Possess strong ability to use technology like HRIS to boost business efficiency and knowledge in diverse roles including payroll management and maintaining confidentiality. Recognized for providing insightful assistance to HR and other departments including recruitment actions, processing payroll, basic accounting, and re-assignment, while performing pre-employment requirements. Successfully achieved over 85% retention rate through implementation of SOP manuals resulting into over 36% increased efficiency and reduced downtime. Trained over 30 customer service reps in record time, 8 months.

CAREER HIGHLIGHT

Implemented management and compliance training and recruiting methodologies that resulted in better workforce

Successfully achieved over 85% retention rate through implementation of efficient Standard Operating Procedures

Tech savvy: Knowledge and ability to integrate technology including HRIS and ADP to boost business efficiency

Highly Proficient with Microsoft Office applications (Outlook, Word, Excel and PowerPoint, etc.).

Initiated a recruiting campaign that resulted in more than 38 new candidates’ enrollment and 19 new hires

PROFESSIONAL EXPERIENCE

04/2019-present Doherty staffing- staffing specialist Minneapolis, MN

Interview, hire, and place employees in positions that match their skill sets. Identify qualified employees through recruiting and interviewing activities using Avionte staffing software in order to meet current and future client demands.

Perform a variety of human resources functions including overseeing the screening and hiring process, leading orientation and onboarding new employees, coaching employees on attendance and performance expectations, Payroll and conducting incident investigations.

Use HRIS to improve speedy onboarding which is made possible by mobile accessibility and Improved the ability to quickly apply higher selection standards to a number of applications

Manage client accounts as assigned, including communication related to their staffing needs, updating them on recruiting progress, and assisting in the management of Doherty employees working at client sites.

Attend tours of client and prospective client sites to gain a clear understanding of the work environment, company culture, and specific jobs that need to be considered while recruiting candidates.

Collaborate with the service team to maximize the level of client service, encourage relationship building, and provide a cost-effective service solution to meet customer demands.

02/2015 – 03/2019 Zandu Health Initiative: Human Resource Assistant (Administrative)

Minneapolis, MN

Assisted the HR in creation of current SOP increasing efficiency and reducing downtime

Provide orientation, training and supervision to new hires during their on-boarding process

Use of HRIS to improve time and attendance tracking abilities and accuracy, streamlining of open enrollment for benefits and Improvements in training capabilities through integration with LMS and development tracking features

Serve as point of contact for routine inquiries as well as conduct staff feedback surveys.

Highly involved in health benefits enrolment including medical, dental and vision benefits for the new hires

Support with maintenance of logistics policies, procedures, support plans as well as assisting in logistics planning tasks

Demonstrated good teamwork as well as working independently with great at multitasking skills.

Manage and maintained strict confidentiality on all employee data and files maintaining company policies

Solely recruited new candidates for the program through issuing fliers in local churches and high schools advertising available opportunities

Administering tasks as requested including pre-screening candidates, completing and analyzing recruiting reports

Partnered and collaborated with different organizations for various activities including how best to deploy communications.

01/2013 – 01/2015 Walmart: Customer Service Manager Roseville, MN

Managed and trained a team of 30+ customer service reps and cashiers increasing efficiency by 7% and reducing downtime

Resolved over 1,000 different customers’ issues over the phone and in person ensuring good customer relationship

Tasked to provide leadership and mentorship to customer service and cashiers team especially during the summer

Participated in activities designed to improve customer’s experience increasing reliability, efficiency and satisfaction by 52%

Acknowledged for de-escalating customer issues, enhancing their experiences, and uniting teams to deliver exceptionally

EDUCATION

Metropolitan State University St. Paul, MN May 2019

Bachelor’s Degree in Human Resources

Century College White Bear, MN May 2018

Associate Degree in Human Resources

Kenya Institute of Management Studies Nairobi, Kenya

Higher Diploma in Business Management Dec 2012

ADDITIONAL INFORMATION

Special Skills: Ethical, Critical Thinking, Strong Communication Skills, Organized, Relationship Builder, Analytical, Excellent with Microsoft Office applications (Outlook, Word, Excel and PowerPoint, etc.).

Certification: Certified Nursing Assistant, To Pursue aPHR™ - (Associate Professional in Human Resources)

Leadership Skills: Customer Service Team Manager at Walmart, and Team Leader

Technical Skills: HRIS, ADP, Proficient in Microsoft Word, Excel, PowerPoint, Outlook,

Extensive Volunteer in MN: Local Church, Kenyan Community Church in Brooklyn Centre at Youth Department

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