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Customer Service Employee Relations

Calgary, AB, Canada
December 31, 2018

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Nithin Koshy

Alberta, Canada T*N*T* +1+587-***-****

Personal Details:

January 12,1982 Indian

Male Visa Status: Canadian PR Holder

Languages: English, Hindi, Malayalam, Tamil & Arabic (Basic)

HR / Administrative & Customer Service Professional

Skilful and dynamic HR Administrative & Customer Service leader along with exceptional Office Administrative skills.

Key Qualifications

Proven track record of accurately completing digital database management.

Adept at developing and maintaining HR initiatives that reduce risks, improve accuracy and efficiency, and achieve organizational objectives.

Highly focused in supporting deadline-driven operations; identify priorities and resolve employee relations.

Analytical and dedicated professional with superb work ethic, team leadership, and decisiveness.

Professional Experience

Lowes Home Improvement Store – Sunridge

Commercial Customer Service Associate, 08/2018 to Present

Responsible for assisting customers with all of their shopping needs including assisting customers in the selection, demonstration, preparation and loading of merchandise. Also responsible for responding to customer inquiries throughout their shopping experience including promoting customer loyalty plans and/or extended protection/replacement plans where appropriate.

Tecnicas Reunidas – Kuwait

HR Administration Coordinator, 11/2015 to 6/2018

Provide HR & Administrative support to the Top Management / Projects / Department & Employees.

Administration Management: Overhauled recordkeeping system from manual to computer-based, creating a user-friendly and systematic information management system and reducing data-retrieval time.

HR Services: Maintained company job requirements and descriptions, pay plans, periodic pay surveys, job evaluations, employee grievances, and Human Resource (HR) policies. Recommended candidates for hire, corrective measures for discipline, and benefit contract bids. Administered exit interviews and reviewed results to recommend process improvements.

Travel Logistics Management: Oversee and smooth running of Travel Desk in a busy travel calendar cost effectively for the Top Management / Project Heads & Staff.

Customer Relationship Management: Generated weekly & monthly reports that assisted upper management with decision making of critical projects.

Selected Contributions:

As the first employee of Tecnicas Reunidas – Kuwait, played a key role in establishing the major EPC company in Kuwait. Successful mobilized staff across the globe in shortest timeline. Played a key role in conflict management with regards to employee disputes. Introduced cost effective travel management. Developed digitalized employee master records. Appreciated by the Top Management both from Head Office in Madrid and Kuwait for the leadership skills and problem-solving skills.

Formulated recruiting, testing, new hire orientations, interviewing procedures, benefit contracts, educational programs, HR filing and retrieval systems.

Trevi Foundations Italy – Kuwait

Sr. HR/Administration Generalist, 3/2015 to 11/2015

Maintained Human Resource (HR) Generalist duties and policies, which included recommending candidates for hire, issuing corrective measures for discipline, monitoring performance, and managing employee grievances.

Selected Contributions:

Introduced cost-effective Manpower from South Asian countries. Formulated an effective Travel Management Policy submitted company-wide.

Rizzani de Eccher – OHL - Boodai – Trevi Foundations – Joint Venture – Kuwait

Recruitment Manager – OHL Spain, 11/2013 to 2/2015

Championed and revitalized the HR Generalist role, which encompassed all Talent Acquisition, Employee Relations, Organizational Development, onboarding documentation, organizational charts, employee handbooks, performance evaluation forms, exit and grievance interviews. Strategically delegated work processes to efficiently deliver client specifications, with consideration of required timescales and budgets. Routinely implemented team transparency and cohesiveness. Delivered new employee orientations, as well as conveyed employee duties, compensation, benefits, schedules, working conditions, and potential promotion opportunities. Supported annual manpower planning and expansion initiatives. Mentored HR team members in effective administration of Individual Development Plans. Reported employee complaints, harassment allegations, disputes and grievances to the HR Director.

H.O.T. Engineering – Kuwait

HR Executive, 3/2009 to 1/2013

Pioneered workforce procedures, identified suitable candidates, conducted interviews, and determined yearly workforce demands. Coached HR team members, resolve employee disputes and grievances, strengthen internal customer and external business partner relations. Arranged travel accommodations for executive leaders. Ensure up-to-date reporting to HR Director, and instrumental in establishment of HR directives, candidate recruitment, and submission of employment offers.

Selected Contributions:

Compared numerous travel providers to receive optimal pricing and minimize travel costs.

Successfully streamlined communications between employees and top management.

Thrived in a diversified environment and attracted candidates who intially rejected our offers through engaging negotiations.

Codeveloped internal policies and the achievement of ISO 9001 certification.

HEISCO – Kuwait

Administrative Officer, 3/2008 to 1/2009

Cultivated partnerships across departments and agencies to verify employment contracts and appropriate agreements with Ministries and Embassies, with special regard to Visas and Residency Formalities. Abided by company policies, confidentiality regulations, and local labor laws. Spearheaded internal customer relationships as the focal point for employee concerns. Evaluated and resolved HR issues with contributions to enhancement of policies; mobilized/demobilized staff when necessary.

M.H. Alshaya/DEBENHAMS – Kuwait

Assistant Merchandiser, 11/2007 to 1/2008

Analysed reports to forecast sales/profit margin data, pricing, and inventory requirements to generate brand targets. Arranged invoices and shipments with reports of any deviations. Recommended modifications to internal systems. Interfaced between store and warehouse to clarify knowledge of new arrivals, display materials, as well as stock releases and returns.

Kharafi National – Kuwait

Administration Officer, 12/2004 to 10/2007

Commanded employee data maintenance in Oracle ERP and Advanced Tracking System (ATS). Comprehensively processed and assessed new employee applications with strict confidentiality. Verified employment contracts. Supported the mobilization / demobilization of staff, as well as partnerships with various Projects/ Department in lieu with Ministries and Embassies regulations.

Selected Contributions:

Successfully achieved target of migrating 4,500 cases within a month prior to Oracle ERP implementation.

Pioneered oversight of the companywide database of approximately 26,000 employees.

Aptech Computer Education – Kerala, India

Marketing Consultant, 2/2004 to 8/2004

Recruited ideal customers based on package offerings. Conceptualized initiatives to enhance business and compete effectively in the market. Simultaneously strengthened relationships with new and existing customers.

Additional experience as Business Development Coordinator for SSI Limited.

Educational Background

Bachelor of Arts, English Literature

Mahatma Gandhi University – St. Thomas College, Kerala India (2004)

Notable E-Learning Coursework: HR, Sales, Marketing, Human Rights, Resolving Conflicts, Principals of Marketing & Promotion Strategy, Goal Setting, Customer Relations Management, Negotiation, Decision Marking & Problem Solving

Skills Sets: Microsoft Excel, Word, Outlook / Date Entry Skills / Data Analyse & Researching / Generate Reports / Excellent Communications Skills / Frequent Follow Ups / Motivated / Proven ability to Multi Task / Proven skills of managing a team

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