Customer Service Human Resources

Hella Charni Ladhari

EDUCATION

Lycée Carthage Hannibal, Carthage, Tunis, Tunisia

Completion of College degree in Language and Arts

EXPERIENCE

American Embassy Tunis, Tunisia

Senior Human Resources Specialist August 2012 – March 2018

Oversee all HR functions for Foreign Service National (FSN) and American employees

Prepare policies for local hire employment and coordinate clearance by agency heads

Supervise five HR Assistants, train new employees, monitor productivity, evaluate performance, sets priorities, makes assignment for special projects, and provide guidance on complex cases

In coordination with the Human Resources Officer, liaise with appropriate Washington contact to resolve personnel issues for American staff.

Draft cables, extensions, curtailments, letters, reports, and management notices

Assist HR Officer in updating/preparing the bi-annual American diplomatic list

Manage Web-Pass database, update employee and position information

Have overall responsibility for the correctness and completeness of HR database.

Have overall responsibility and assist new employees set up in benefits and getting onboarding paperwork completed

Prepare for the signature of the HR Officer all kinds of personnel actions

Identify the need of reclassification of positions and work with employees and supervisors to obtain job descriptions that accurately reflect duties and organizational relationships

Perform desk and supervisory audits, evaluate new or vacant positions using the MClass methodology

Responsible for the day-to-day operation of the Post Language Program, which utilizes four language instructors

Coordinate/manage the monthly awards program from A to Z and process cables for award payments

American Embassy Tunis, Tunisia

HR Assistant/American Portfolio September 2002 August 2012

Administers the Open Season for the Federal Employees Health Benefit (FEHB) and Thrift Savings Plan (TSP) program

Provide most accurate information about all American personnel benefit’s programs

In coordination with the HRO, liaise with appropriate Washington contact to resolve personnel issues for American staff

Draft telegrams TM messages, extensions, curtailments, letters, reports, management notices and other communications.

Monitor, prepare all travel correspondence for American employees

Manage the embassy arrivals and departures report Post Personnel by means of data collection, entry and reporting

Coordinate assistance for representational events maintains and manages up-to- date list of available 4th of July waiters and other appropriate temporary contractors

American Embassy Tunis, Tunisia

Human Resources Clerk March 2001-September 2002

Provide clerical support to the Human Resources Office

Manage electronic data, and the back-up of the American Personnel Services during incumbents’ absences

Serve as receptionist and first point of contact for customer service

Maintain appointments, schedule meetings, distribute cables and mail

Reorganize, and maintain files for Human Resources Office.

Maintain current list of waiters and service personnel for representational events

Administer the new Post Personnel database once it is installed and Global HR Databases

Develop/maintain correctness of HR Home page

Revise Tunis Post Report, FSN and PIT Employee Handbooks, and distributes these as required

American Embassy Tunis, Tunisia

GSO Admin Assistant/Customer Service Representative January 1993-September 2002

Act as a liaison between General Service Office (GSO) customers and occupants of Embassy residences, informing occupants of GSO policies and procedures, assisting occupants in obtaining GSO services, and checking the status of work orders

Maintain and provide GSO’s Housing Handbook

Carry out a ‘walk-through’ with all newly arrived occupants and give full briefing on safety equipment and safety procedures

Reports directly to the Senior GS Officer, advise him on customer relations problems and trouble areas

Assist the housing assistant in identifying available properties for lease in the local community through the use of newspaper ads, referrals, and local agents

Compare properties available with requirements of Contracting Officer

Upon acceptance from the Contracting officer negotiate rental price and prepare contract

Obtain final signatures and coordinates acceptance with maintenance

Coordinate emergency repairs to leased residences, prepare paperwork to deduct costs from rental payments.

Negotiates with local utility companies concerning services to US owned and leased residences

American Embassy Tunis, Tunisia

Security Clerk/Protract system Operator December 1990-January 1993

Operate the computerized guard tracking/checking system, in coordination with the Local Guard Program supervisors

Input data at specific times, and then produce a daily printout of guard’s functions

Create and maintain files on all guards, from the time of their proposed acceptance by the Regional Security Office (RSO), through the RSO investigation, and while the guard works for the contractor

Track all guards’ security certification investigations performed by the FSN investigators, and generate all US embassy required ID cards

SKILLS

Proficient in MS Word (advanced), Excel, PowerPoint, WEB-Pass, and MClass HR databases. Type 65+ WPM

PERSONAL ACCOMPLISHMENTS

Successfully managed the Embassy Post Language Program budget, and worked with multiple sections inside the embassy to achieve objectives on time and within budget.

Designed and executed various implementation plans related to employment and labor law reforms in Tunisia.

Speak fluently three languages: Arabic, French, and English; with good understanding of Italian.

ADDITIONAL INFORMATION

Letters of Recommendation:

Memo from White House/Hillary Clinton’s visit to Embassy Tunis

Letter from Natalie Brown – Deputy Chief of Mission

Letter from Stephen Kochuba – Public Affairs Officer

Letter from Charlene Parbs – EPAP A/HR Officer

Letter from Frank R. Roach – HR Officer

Letter from Dawn Scott – Senior HR Officer

Certifications:

American Human Resources Management

American and Foreign National Service Pay & Allowances

Locally Employed Staff Positions Management & Classification

FSN Supervisory and Management skills

NEA/SCA Regional HR workshop.

FSN Supervisory Skills.

Senior leadership and supervisory seminar.

Awards:

Five Meritorious Honor Award Certificates

Group Superior Honor Award Certificate

Secretary of State’s Career Achievement Award Certificate

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