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Human Resources Customer Service

Location:
Egg Harbor Township, New Jersey, 08234, United States
Posted:
February 22, 2018

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Resume:

IRIS R. PABÓN LAGO

609-***-****

Email: ac4kq1@r.postjobfree.com 2567 TILTON RD, APT. H1

Egg Harbor Twp,NJ, 08234

Human Resources Driven Professional with proven experience in the Telecommunications, Human Resources and Retail Industries. Strengths have been developed in establishing and retaining strong internal and external customer relationships. Experience includes managing Calling Centers, providing administrative support to multi-store operations and to Human Resources Operations.

•Strong interpersonal and problem solving skills.

• Ability to train personnel in soft skills and technical skills.

• Excellent persuasive skills.

• Computer literate: MS Office Environment (Word, Excel, Power Point, Outlook)

•Bilingual- English, Spanish

•Vast Experience in Courts and Labor Department

CAREER EXPERIENCE

The Home Depot Absecon, New Jersey

3/2015-present

BILINGUAL PRO CASHIER

•Eight times, Cashier of the Month.

•Cashier of the Year 2016

•Golden Apron-- Cashier of the Region (More than 84 stores). 2016

•One of 19, --2016 Golden Apron Cashiers (68,000 cashiers in the Company)

•Obtained 14 badges for excellent Customer Service.

•Awarded with the Seasonal Homer Award (only 20 in the District).

•Number five in the Region oppening credit cards.

•Attend the Self Check Out.

•Returns

•Pro Desk (Contractors)

•Friendliness Hero of July.

•Selected for a full time position in the PRO Registers (contractors) area within the first year.

•Cashiers play a critical customer service role by providing customers with fast, friendly, accurate and safe service. They process Checkout and/or Return transactions, as well as monitor and maintain the Self-Checkout area. They proactively seek product/project knowledge to provide customers with information and identify selling opportunities. They follow all policies and procedures to ensure that shrink is minimized.

•Major Tasks, Responsibilities & Key Accountabilities:

•Provides customers with fast service

•Follow the standard checkout process to ensure fast checkout

•Remove small items from the customer s cart

•Invite customers into your lane and meet customers in the aisle when available

•Learn to recognize that a line is anything more than one customer checking out and two more waiting

•Notify the Head Cashier whenever lines form

•Provide customers with friendly service

•Offer a friendly greeting, smile and make eye contact with customers

•Let customers know you will assist them shortly if helping another customer

•Thank each customer by saying, "Thank You for Shopping The Home Depot."

•Assess the customer s need for loading assistance, taking into consideration the merchandise being purchased as well as other environmental factors

•Give customers your full attention throughout the transaction

•Process all transactions

•Follow the standard checkout process to ensure accuracy and to prevent shrink

•If assigned to Self-Checkout, actively monitor notification messages at the Cashier Station and assess the situation prior to over-riding

•Follow SOP regarding cash handling procedures, including Self-Checkout

•Monitor all entrances and exits, request proof of payment when necessary

Hospital Santa Rosa Guayama, PR 2008- 2014

Human Resources Director

Provided high-level administrative support to the Administration, working closely with all hospital personnel. Also being the primary liaison for all employees, for the administration and documentation of Human Resources, Payroll and Benefits. Accountable for the Employee Manual, organizing and running the Human Resources Department.

•Established, implemented and maintained the Employee Orientation Manual.

•Ensured proper planning, control and effective and efficient use of human and financial resources of the Institution.

•Evaluated the requests and needs of the departments:

•Notified eligibility of job applicants.

•Evaluated and recommended candidates to the Administration in coordination with the Supervisors.

•Made offers of employment to selected candidates.

•Recruiting.

•Orientation to new employees of procedures, policies and standards of the institution.

•Support to department supervisors in the interviewing, selection and hiring process.

•Assisted supervisors in making decisions regarding progressive disciplinary actions, employee manual applications, promotions, reclassifications, new positions, evaluations, and conflict resolution included.

•Handled layoffs, resignations, suspensions and warnings written in coordination with the supervisors.

•Processed new hire paperwork and benefit enrollment forms.

•Maintained time and attendance record in Kronos and MAS90.

•Implemented "Identech" system (registers punches) which cuts in half the payroll work in the HR Department and IT Department .

•Posted job opportunities through newspapers and Internet sites such as “Clasificados Online”, and other recruitment sources, as required, to support Affirmative Action Plan.

•Maintained EEO (Equal Employment Opportunity) Log.

•Maintained all personnel files and payroll records according to policy and regulations.

•Designed and maintained a system of performance evaluation and / or competition in harmony with the job descriptions.

•Notified supervisors when performance appraisals and merit increases for employees were due to ensure timely delivery and processing.

•Reconciled payroll, control procedures were met.

•Gave recommendations on benefits, hiring, next year holidays and employees activities.

•Implemented new policies, "Security Cameras", "Use of the Computer in the working area" and others.

•Implemented Standard Policies, like: Sexual Harassment Policy, Open Doors Policy, etc.

•Implemented new ID’s, photos and policies.

•I9 federal forms and EEO forms to all employees and filed them correctly.

•Updated applications, HIPAA law, Annual Evaluations, etc.

•Prepared and evaluated new forms like the Direct Deposit form, Confidentiality form for the Human Resources Assistant, Disciplinary Action and others.

•Meetings with the arbitrator of the Department of Labor in order to negotiate working conflicts with employees.

•Trainig focussing in federal laws to supervisors and staff.

•Met the needs of employees attending the HR Department and refered all information to the Administration to have consistency.

•Provided counseling to employees in situations that affect their work, family, or other personal problems, as long as they were within my reach.

•Custodian of all personnel files, actives, inactives and contracts.

•Made Employment Verifications, local and federal, as needed by the employee.

•Prepared forms necessaries for the HR Department.

• In coordination with the Accounting Department, evaluated and recommended the health plan for the employees.

•Renovated, managed and direct the staff of the health plan information.

•Distributed the plan medical cards, forms, pharmacy services, physician’s directory, etc.

•Requested, placed and verified the posters required by law, concerning labor legislation in all places that applied.

•Attended seminars, continued educational courses, required by management to keep abreast of all information relevant to labor legislation and related issues.

•Attended in person or via telephone inspectors or investigators of various agencies requesting staff information.

•Prepared the annual calendar:

•Holidays in coordination with the Administration.

•Vacation plans of the departments in coordination with the supervisors.

•Designed employee assistant program and made recommendations to the Administration.

•Adrenaline activities and coordinate methods of motivation for employees such as: birthday cards, awards, anniversaries, employees of the year, secretaries week, Hospital week, Women’s week, among others.

•Attended meetings with the Nurses Union representatives.

•Prepared the HR Department for the annual inspections of the Government Agecies such as Medicare, and the Department orf Health, being one of the departments th had no recomendations or issues.

CompUSA of PR, Inc. Guaynabo, PR 2006 -2008

Human Resources

Provide high-level administrative support to the General Sales Manager working closely with all store personnel. Also being the primary liaison for all Team Members for the administration and documentation of Human Resources, Payroll, Benefit and Training process. All in a confidential environment.

•Coordinate the interviewing, selection and hiring of the new store personnel.

•Process new hire paperwork and benefit enrollment forms.

•Maintain time and attendance record in Kronos.

•Poste job opportunities through Lotus Notes, State Employment Commission web sites (e.g. America’s Job Bank), and other recruitment sources, as required, to support Affirmative Action Plan.

•Maintain EEO (Equal Employment Opportunity) Log.

•Maintain all personnel files and payroll records according to policy and regulations.

•Maintain necessary inventory of all training and benefit supplies.

•Coordinate and document training activities to ensure that all Team Members complete all requires programs.

•Notify managers when performance appraisals and merit increases for Team Members are due to ensure timely delivery and processing.

•Review and post schedules for over 135 Team Members weekly.

•Reconciled payroll, control procedures were met.

Toys R US, San Juan, PR 2003- 2006

World Leader (Supervisor)

Supervised and coordinated daily operations of assigned areas such as but not exclusively: Electronic Department and its warehouse, Girls, Season, Party Goods, GBO movies and its warehouse.

•Customer Care

•Daily Sales and Protection Plan Sales

•Supervised thirty five (35) Employees and assigned schedules.

•Replenishment of assigned areas

•Assisted on Front End Operations and managed the Front End when needed.

•Verified shoppers or internals ads; looked for merchandise and get sure that we had in stock what was needed for the release of each ad.

•Sent emails to Corporate Offices requesting merchandise after doing inventory for each item in the ad.

•Daily, weekly and monthly inventory reports on electronics, movies and software goods.

GELATTO’S CAFFÉ Guaynabo, PR 2003

Associate Manager

Supervised daily operations of Deli Store and coordinated daily activities of twenty five (25) employees within the store.

•Receiving food and merchandise for daily operations.

•Customer Care

•Sales Reports

•Operational daily costs (labor, food costs)

•Inventory control

•Daily lists for the vendors.

•Cash reconciliation

•Opening and closing.

COQUI.NET San Juan, PR 2002

Technical Support Supervisor

Supervised and coordinated the activities of sixty (60) Technical Support Specialists and four (4) Group Leaders.

•Monitored and supervised staff to assure quality of calls.

•Coral Server Monitoring (Monitoring Calling system).

• Planned, prepared and devised work schedules according to workloads.

•Resolved complaints and answered questions of customers regarding services and procedures.

•Prepared, maintained and submitted reports and records such as operational and personnel reports.

•Accountable for customers brief training on “How to navigate the Web”

DIRECTV Carolina, PR 1999-2002

Call Center Supervisor

Supervised and coordinated activities of 150 Entertainment Consultants. Accountable for the Call Center Department start-up.

•Monitored and supervised staff to assure quality of calls.

•Supervised the Walk-In Customers Area (5 employees), balanced cashiers, provided technical assistance to customers.

•Kept and analyzed records of calls to evaluate employee performance, identify areas of opportunity to improve service.

•ACD Monitoring (Monitoring Calling System).

•Planned, prepared and devised work schedules according to workloads.

•Interpreted and communicated work procedures and company policies to staff.

•Helped staff in solving problems and completing work.

•Resolved complaints and answered questions of customers regarding services and procedures.

•Prepared, maintained and submitted reports and records such as operational and personnel reports.

•Responsible for taking security measures when opening and closing the facilities. Worked alternate shifts (including Saturdays & Sundays).

•Trained new hires and also provided training to employees.

•Complied with Quality Control Management and Service Level Standards.

•Seasonal Hiring for special campaigns and holidays.

•Developed and followed-up on Specialist Groups (billing, retention, technical assistance, back office).

•Special projects.

•Quality Customer Satisfaction Programs, retention Programs, Smart Card Program.

•Instrumental team player in successfully reducing waiting time by 90%

•Hired new employees

•Provided support to employees

•Created the Back Office Group to take care of critical customers

Mueblerías Mendoza Santurce & Carolina, PR 1996-1999

Assistant to regional Manager

Provided administrative support to the twelve (12) stores in functions such as, but not limited to:

•Made collection calls

•Balanced cashiers and store sales

•Cancelled accounts and completed the documents for merchandise returns.

•Stores included: Rio Piedras, Carolina, Rio Grande, Fajardo, Humacao, Yabucoa, Naguabo, Las Piedras, Juncos, Gurabo, Caguas & Aguas Buenas.

Traveled throughout the island to solve operational issues.

BWAC International Santurce & Carolina, PR 1989-1996

Assistant and Head Cashier

•Made deposits for Wells Fargo.

•Reported sales and credit transactions.

•Trained and supervised part-time employees

•Balanced cash registers and deposits in the safe.

EDUCATIONAL BACKGROUND

University of Puerto Rico, Rio Piedras Campus

BACHELOR DEGREE IN BUSINESS ADMINISTRATION, Major in Management

SEMINARS & TRAININGS

How to Supervise employees Business writing skills How to attract and retain employees Labor Law

Sexual Harassment



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