Customer Service Human Resource

Lisa Das ( ***********@*****.*** )

(Cell - +1-203-***-****)

Professional Summary

Dynamic and result oriented Human Resources Manager with extensive experience in labor relations, benefits, compensation, recruitment, retention, training and customer service in sales & retail environments. Worked in several challenging environments and has track record of ability to collaborate with others to achieve ambitious goals. Good communication skills, including conflict solution, negotiations and creating strategic alliances, has the ability to align HR policies and programs to accomplish corporate goals and objectives.

Highlights

Hiring and retention

Training and development

Employee relations

Labor agreements

Conflict resolution

Driving tasks to completion

Interpersonal skills

Regulatory compliance

Compensation/Payroll

Invoicing

Resolution of critical issues

Customer services in retail environment

Professional Work History

Customer Service Supervisor B&M Retail (Oct’13 – Feb’17) United Kingdom (Cambridge)

o Recruitment & Onboarding activities – Identify staff vacancies and recruit, interview and select candidates. Involved in recruitment activities of new joiners and experienced resources. Rolling out offer letters and involved in driving onboarding process.

oTraining and induction related activities – Involved in training new joiners and organizing induction and initial training with respective to departments for which they have been recruited. Also involved in explaining benefits, guidelines and procedures.

oInvoicing – Involved in validating daily invoicing and sales activities and reporting the same to company head office post daily closing activities.

oHandling audits – Single handedly managed audit related activities on quarter ends for a duration of almost 3 years.

oConflict & Escalation management – Regularly involved in handling conflicts between resources regarding their roles and responsibilities, expectations etc. Serve as a link between management and employees by handling questions, interpreting and administering contracts, and helping resolve work related problems to foster positive work environment. Equally proficient in handling internal escalations and external ones from customers.

oPayroll – Involved in working with the Payroll department to coordinate salary increments, bonus payments, benefit deductions, vacation leaves etc.

oStaff time & schedule management – Involved in staff schedule management and creation of weekly & monthly rotation shifts.

oAnnual appraisal management – Providing feedback & ratings to staff as a part of annual appraisal system (annual confidential review). Recommendations were considered for pay hikes and salary revisions.

oDisciplinary acts – Well versed with labor lays and take disciplinary action against misconducts.

oSales reports – Involved in generating weekly, monthly, quarterly and annual sales report.

Human resource internship – Lloyds Bank (Jul’10-Oct’10) United Kingdom (Cheltenham)

oRecruitment responsibilities including but not limited to screening resume, interviewing, background checks, work authorization validation, recruitment recommendations etc.

Education & Professional Development

Bachelor of Technology in Computer Science & Engineering (2005-2009), WBUT, India

Post graduate diploma in International Human Resource Management & Development (2009-2010) – University of Gloucestershire, UK

Special Skills

Coming from a technical background, I have good programming skills and good in debugging problems.

Experience in Banking and retail sectors.

Reference

Available upon request

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