Customer Service Human Resources

YAA AKUFFO LARBI

**** ****** *** ( Hanover Park, IL 60133

309-***-**** ( ***.*****@*****.***

HUMAN RESOURCES / TRAINING & DEVELOPMENT

Successful HR and Training professional with a successful background

orchestrating staff development, recruiting, employee relations, benefit

and compensation administration and diversity programs for organizations in

the U.S. and abroad. Team-oriented and skilled at developing innovative

employee and client solutions.

PROFESSIONAL EXPERIENCE

TAPROOT FOUNDATION ( JUNE 2010-PRESENT (PRO BONO)

A non-profit organization.

Recruitment Associate

. Supports the recruitment team in the implementation

of recruitment objectives and policies for board recruitment. Provide

research and content for deliverables, plan and conduct interviews;

pursue other discovery topics; synthesize data collected during the

discovery process.

. Assists and coordinates with the recruitment team in preparation of

manpower plan. Draft designated portions of documents, such as the

Discovery or Marketing and Recruitment Plan. Support strategic

discussion in team and client meetings. Present sections of key

documents to the client.

. Creates and develops reports and database using pivot tables and

formulas in Excel. Researches, develops and maintains an effective

network of recruitment sources. Conducts data analysis on recruitment

activities for non-profit organizations.

CIRRUS OIL SERVICES ( AUGUST 2008-JUNE 2009

A distributor of petroleum products; 120 employees.

Human Resources Officer

. Recruited, interviewed and hired potential candidates. Cut recruiting

and interviewing processing time in half by developing a system that

streamlined and organized HR paperwork. Processed new hire paperwork

including offer letters ensuring 100% compliance with various laws and

regulatory mandates.

. Acted as key contact for employee complaints and inquiries through

phone and email and improved employee morale 13% by providing

excellent customer service for complaints in a timely manner. Updated

employee handbook by writing and adding new policies and procedures.

. Led major overhaul of Human Resource filing system by converting

employee paper files to electronic files which improved record

organization and information retrieval. Also updated job descriptions

. Managed the harmonization of salaries and benefits for employees by

gathering information on salaries and benefits from other companies in

the same industry.

. Developed training schedule and assisted HR Manager in identifying

training needs through performance reviews and managers'

recommendations. Developed, designed and delivered training on various

HR policies and procedures and other professional and personal

development needs.

. Slashed turnover rate 28% by improving new hire orientation and staff

training and reduced queries from 76% to 24% by educating staff on

policies and procedures through emails, lunch sessions and intranet.

. Part of a three-man group charged with the drawing up of annual

departmental budgetary allocations using Microsoft Excel.

JULY 2008-OCTOBER 2008

Supply Chain Procurement Analyst

. Part of a three-man group charged with the drawing up of annual

departmental budgetary allocations using Microsoft Excel.

. Kept up-to-date records and data of various departmental activities,

Microsoft Excel served as a major tool for the inventory and records

management.

. Accurately analyzed, reported, and forecasted trends on departmental

and inter-departmental levels by using graphs, charts and other

Microsoft office visualization tools.

. Used Microsoft Excel macros to help speed up and effectively run day-

to-day repetitive tasks thereby increasing my efficiency by a great

deal. Using Microsoft Access and Excel support tools helped in my

contribution towards management's decision to restructure the company

for effective output.

STREAMWOOD BEHAVIORAL HEALTH SYSTEM ( OCTOBER 2007-JUNE 2008

A behavioral health center for children and adolescents; 300 employees

Mental Health Counselor

. Worked with children and adolescents to promote optimum mental health.

. Reduced repeat patients' intake 10% by planning and conducting

programs and activities tailored to help with suicide, stress

management, anger management, problems with self-esteem, and issues

associated with emotional health.

. Coordinated, prepared and maintained required charting and

documentation.

UNIVERSITY HOUSING SERVICES, ILLINOIS STATE UNIVERSITY ( JANUARY 2006-MAY

2007 (GRADUATE ASSISTANTSHIP)

The housing authority for on-campus students; 400 staff members.

Assistant Residence Hall Coordinator

. Recruited, conducted interviews and new hire orientation. Filled out I-

9 forms for all new employees, complying with employment laws

. Trained, developed, and supervised service area including 40 front

desk and 6 recycling personnel. Trained and developed 12

paraprofessional staff.

. Won Customer Service award for front desk staff by consistently

training staff on customer related topics

VODI TECHNIK MOTORS ( 1999-2003 - Customer Service Executive

A sales and after-sales service provider for Audi, Volkswagen and Skoda

vehicles; 153 employees.

EDUCATION

Master of Science in Communication, Training & Development, Illinois State

University, Normal, IL - 2007

Bachelor of Science in Communication, Mass Communication, Illinois State

University, Normal, IL - 2005

PROFESSIONAL SKILLS

Computer: MS Word, MS Excel, MS PowerPoint, MS Access, MS Outlook, MS

Visio, SoftTribe

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