Human Resources Customer Service

Sophia MorivalBrooks

Email: *********@********.***

Address: **** ********* *****

City: Fort Worth

State: TX

Zip: 76137

Country: USA

Phone: 210-***-****

Skill Level: Experienced

Salary Range: $70,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

Sophia Morival Brooks

5701 Sandshell Drive # 806 Fort Worth Texas 76137

210-***-**** *********@********.***

MANAGER OF HUMAN RESOURCES

Certified Senior Professional in Human Resources with Master`s in HR Management offering a career distinguished by commended performance and proven results. Extensive background in HR generalist affairs, including experience in employee recruitment and retention, staff development, mediation, conflict resolution, benefits and compensation, HR records management, policy development and legal compliance. Demonstrated success in negotiating win-win compromises, developing teambuilding programs, and writing personnel manuals, corporate policies, job descriptions and management reports.

Audits Budgeting Cost / Benefit Analysis Change Management Consulting Project Management

Team Leadership / Motivation Employee / Labor Relations Training / Development Workforce Planning

Policy Development Talent Management Performance Management Employee Engagement

Business Development Client Relations Customer Service Process Improvement Scheduling

PROFESSIONAL EXPERIENCE

DYNCORP INTERNATIONAL, Kuwait 01/2011 - Present

Defense and Technical Services Provider.

Sr. Human Resources Generalist

Construct HR programs through talent acquisition, processing, compensation, benefits, training, records management, succession planning, employee relations and retention, and compliance. Create regional policies implementing competitive programs increasing employee engagement by pairing closely with personnel and management identifying and resolving issues in talent planning, performance management, morale, and professional development. Charged with implementing HR Best Practices in all levels of the organization. Liaise with employees regarding leave and benefits inquiries including emergency, medical, FMLA, 401K and enrollment. Identify and recommend solutions for deficiencies in policies from cultural awareness to sexual harassment. Perform mitigation of employee issues and constantly improve efficiency of organizational policies through analysis of statistical data and reports and modification of areas in need of improvement. Increased performance through resolution of communication issues between managers and employees. Collects, analyzes, and condenses data and trends to create accurate reports to drive smooth and effective operations. Maintain full confidentiality of all company interests.

* Standardized all procedures and policies eliminating potential complaints of unfair treatment or favoritism of employees regarding rewards, employment, performance assessment, organizational development, employee relations and personnel administration. Coordinated with HR department manager creating and implementing policies specific to Kuwait region including employee transfers, attendance, Kuwait traffic violations, time reporting and specific disciplinary process.

* Improved employee productivity through creation and establishment of training courses in support of company`s Kuwaiti business objectives. Courses included active listening, conflict resolution, performance coaching, cultural awareness, customer service and proper handling of Religious materials.

* Improved case disposition time 40% maintaining full confidentiality, as well as, identifying areas for additional training as part of corrective action for employee relations cases. Resolved all issues within 72 hours through personally interviewing all parties involved and submitting corrective action recommendation report.

* Increased employee engagement 30% through effective establishment of performance management strategies, creating performance metrics, and employee recognition programs. Implemented coaching tools allowing employees key involvement in solutions within low performance areas.

* Filled open Kuwait positions within 60 days proactively managing job postings and candidate sourcing.

SUNTRUST BANK, Kissimmee, Florida 08/2005 - 09/2010

National Financial Services Holding Company.

Assistant Branch Manager

Authored and managed optimal sales plan utilizing methods to achieve sales goals focusing on existing and potential client interaction, internal partners, and external contacts including branch participation representation at local events and marketing activities. Charged with dazzling every client while driving initiatives aligning with company objectives. Established performance based incentive programs for branch Financial Service Representatives and Tellers. Constructed productivity focused activity-based coaching and development. Managed compliance with legal, corporate and regulatory policies and procedures by conducting daily audit processes. Led staffing from candidate sourcing to on-boarding all the way through performance management, communication and evaluation. Established and ensured achievement of branch revenue and staff goals, fostering team environment of full employee engagement. Identified cross-sell opportunities, leading team through deepening relationships and increasing client acquisition supporting portfolio growth. Bolstered individual production goals with targeted clients and outbound sales programs including reaching out into community to partner with commercial companies, and home lending and investment advisors driving sales and ensuring all client needs are addressed. Spearheaded phase-out, conversion and customer relations for highly successful branch acquisition, maintaining critical manpower levels and consistent excellent branch performance ratings.

* Augmented employee HR knowledge base and reduced issues through personal management of HR related inquiries from branch employees for area management, communicating all company HR policies and resolving employee concerns.

* Increased new account sales 35% within first year of promotion through establishment of targeted incentive based programs for Financial Services Representatives and tellers.

* Maintained 100% compliance with cross-training standards, performance management, and employee evaluation, leading weekly developmental coaching sessions with staff of eight Tellers and Financial Services Representatives.

* Kept branch fully staffed at all time through coordination and timely posting of open positions.

Financial Services Representative

Opened new accounts and supported and serviced established accounts, providing members with necessary disclosures and information for service. Resolved client issues personally or by escalating to appropriate department. Increased existing and potential client financial education through new service orientation interviews. Identified cross-selling opportunities including, informing clients about credit score impacts on interest rates within loan products. Researched financial markets, interest rates and available financial services and products increasing client awareness.

* Increased branch clientele 20% employing lead generation techniques including referrals, community outreach, and cross-selling existing clients.

* Maintained 95% or above on all customer service metrics through successful consultative selling techniques increasing on-boarding and reducing service issues through client follow-up.

* Key in marketing branch through participation in special events focused on client financial education and developing network and driving branch market share.

* Consistently achieved 100% compliance for client and bank assets including operations and security through proactive regulatory and compliance training.

* Promoted to Assistant Branch Manager, within first year, due to strong performance in new business development, as well as, innovative policy and procedure implementation resulting in increased branch revenue and productivity.

U.S. AIR FORCE, Various Locations * 01/2001 - 12/2010

United States Air Force.

Training and Development Specialist

Conducted training activities for maintenance, operations and support including education services, curriculum development, authoring brochures and manuals, and instructor lesson plans. Provide classroom and teleconferencing career-specific and soft skills training for unit members. Oversee and document progress of all attendees, as well as, conducting course exit surveys on personnel needs assessment to improve training effectiveness and efficiency. Coach personnel on career development, job specialties, special assignments, promotions, training, retraining, duty selection, and restrictions.

* Designed and implemented successful personnel development tool comparing individual knowledge and skills with job standards to identify training requirements.

* Slashed training costs 40% by identifying specific online, self-paced trainings for squadron members, allowing continuing education and smooth operational flow.

* Increased unit testing rate through pressing commanders and supervisors to focus on weight of required training for promotion and development.

Human Resources Generalist

Manage personnel activities as well as, unit, field, and master personnel records to include separation, re-enlistment and changes of special duty assignments, and reassignments. Spearheaded Air Force retention program including performing analysis of personnel career progression and recommending targeted paths for members. Resolved all HR issues through collection and review of pertinent data, and recommending and implementing course of action. Key involvement in special projects; clarifying objective, setting timetables, conducting research, organizing information, and fulfilling transactions. Gathered and presented management data changes to Personnel Systems Management office.

* Improved personnel retention rate 30% within 20 month period through personal interviews with personnel desiring to exit Air Force. Identified personnel concerns and issues, and offered options including retraining or transferring units.

* Increased process improvement from 6.2 to 9.4 for all newly assigned personnel by conducting monthly newcomer orientation briefings.

* Maintained 100% compliance for annual personnel directives audit through the creation, maintenance, and in-house audits of personnel records on a quarterly basis.

EDUCATION / PROFESSIONAL DEVELOPMENT

Master of Arts in Human Resources Management

Webster University - St. Louis, MO

Bachelor of Science in Management

Vaughn College - Queens, NY

Pursuing Senior Professional in Human Resources Certification, expected January 2013

Professional Organizations / Affiliations

Society for Human Resources Management - SHRM

American Society for Training and Development - ASTD

Labor and Employment Relations Association - LERA

SPECIAL SKILLS

Foreign Language: Fluent Spanish

Computer Proficiencies

Microsoft Excel * Microsoft Word * Adobe

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