Customer Service Human Resources

Salo Doko

**** ***** ***** ******* **** ***, Chicago IL, 60610 . 248-***-****

. ****.****@*****.***

Professional Experience

Tandem HR (Oak Brook, IL) Oct 2012 - Present

Human Resource Consultant

. Perform continuous review of policies through HR assessment procedures

and research, providing recommendations to 20+ clients ranging from 7

to 400 employees.

. Design, develop and update onboarding programs for all company clients

and facilitate new hire training for 20+ organizations.

. Coach and consult with client organization leadership and worksite

employees on issues including performance, terminations, sexual

harassment, discrimination, and other HR services.

. Develop Leave of Absence best practices, as well as facilitate

training sessions for internal and external specialists and managers.

. Coordinate two HR assistants in delegated work through various HR

projects on a weekly basis.

. Research, analyze and interpret employment laws, human resources

policies and communicate the information to clients.

. Create reports from HRIS system as needed and maintain employee

records.

. Apply knowledge of Federal, State and Local laws and regulations

related to the Human Resources function including, but not limited to,

FLSA, ADA, Civil Rights Act of 1964, and FMLA.

ComPsych Corporation (Chicago, IL) Oct 2011 - Oct 2012

Sr. FMLA Specialist

. Evaluated and solved Family and Medical Leave Act (FMLA) and Short

Term Disability (STD) related needs for 800+ customers/month.

. Provided expert consulting to customers on FMLA, state, and company

leaves, by ensuring their needs were satisfied within the required

guidelines.

. Consulted with 30+ FMLA managers and 400+ HR staff on developing best

practices and tailoring services, optimizing customer satisfaction

while increasing volume 300%.

. Developed effective working relationships with 100+ team members,

successfully responding to customer needs within a 10 minute limit.

. Responded to 100% of voicemail and e-mail inquiries before end of

business day, despite company standard permitting 48hrs.

. Trained client-company managers on determining FMLA eligibility and

initiating appropriate action under absence management guidelines.

. Conducted quality control for 100+ medical certifications and

attending physician statements /month in accordance with regulations

and customer policies by coordinating with processors to increase

accuracy and maintain high customer satisfaction.

Walgreens Corporation (Deerfield, IL) Jun 2011 - Oct 2011

Training and Development Consultant (Contract)

. Conducted market research for $100MM+ project on industry trends and

created reports recommending the use of strategic information to

support 200+ sales executives in persuading potential clients.

. Developed questionnaires and surveys to evaluate training needs for

sales consultants.

. Evaluated and optimized the quality of modules for New Employee

Orientation, Diversity, and Ethics training.

Jobs For Youth (Chicago, IL) Apr 2011 - Jun 2011

Training and Development Intern

. Created data collection tools to develop a training program for Jobs

For Youth, an NGO that places underprivileged young adults.

. Analyzed data from 500+ surveys, derived conclusions and provided

actionable recommendations to senior management.

. Designed and developed a training program based on both the

organization's and the clients' needs.

. Facilitated training sessions for 100+ clients.

The Chicago School of Professional Psychology (Chicago, IL) Sept

2010 - Apr 2011

Academic Development Assistant (Work-Study)

. Demonstrated excellent communication skills, including the ability to

establish a rapport with clients and colleagues.

. Displayed the ability to research and manage projects while ensuring

their completion in a timely manner.

. Exhibited superior problem solving and customer service skills.

. Developed and deliver presentations to diverse audiences on a regular

basis.

. Provided assistance to students in regards to academic needs.

. Acted as a liaison between faculty, staff, and research department to

coordinate information and make educated decisions.

. Demonstrated ability to work independently and as a member of a team.

. Exhibited high level of interpersonal skills and handle sensitive and

confidential situations.

. Worked in a fast-paced environment and manage multiple competing tasks

and demands.

Harbor Steakhouse (Keego Harbor, MI) Jan 2003 - Aug 2010

General Manager and Trainer

. Drafted and facilitated employee training programs throughout the

organization.

. Recruited, interviewed and hired new employees.

. Created an onboarding program to ensure smooth transition with new

hires and sustain high standards.

. Spearheaded marketing plans in order to increase new and repeat

customers.

. Implemented employee engagement procedures resulting in a 50% decrease

in employee turnover.

. Managed and ensured successful short and long term projects

completion.

. Built lasting relationships between staff and clients through

professional development.

. Developed and maintained a healthy atmosphere and feeling of teamwork

among cross functional teams.

. Maintained supply levels through inventory control and handled

physical inventory.

. Arranged meetings with sales representatives and placed weekly orders.

. Coordinated weekly staff schedules to ensure full coverage at all

times.

. Managed the daily activities of over 30 employees.

. Advised and coached 100+ employees in order to locate strengths and

develop areas of opportunities.

EDUCATION

The Chicago School of Professional Psychology May 2012

M.A. Industrial/Organizational Psychology

Career Development Chair, I/O Task Force

Davenport University

B.A. Business Administration Aug 2009

Skills

. Proficient with Microsoft Word, Excel, PowerPoint, Outlook, CampusVue,

FSP,SPSS and SurveyMonkey, HRIS, Time America, OpenNotus/ Electronic

Onboarding, Economic Research Analysis (ERI), Nexonia

. Fluent in Italian and Albanian, Adequate in Spanish

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