Customer Service Human Resources

Jana Hycnar

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

+44-078********/074********, London – UK

SUMMARY

Since 2003 I have worked as a HR Specialist driven to improve morale, decrease turnover and improve productivity. Background in recruitment, selection, training, development and HR consultancy, being highly effective at incorporating creative leadership skills to achieve business objectives. Directs projects in structuring the core of human resources in enterprises, improving efficiency while meeting deadlines and budget requirements. I have recruited, trained and developed a wide range of teams over 300 employees with practical understanding of business needs in order to achieve its market strategies. Areas of expertise also include conflict management and employee training. HR Executive with extensive experience delivering innovative solutions at the local and regional level. Highly detail-oriented and organised. Human Resource Consultant who works with other executives to translate market strategies into HR actions that drive business results. CIPD qualified Human Resources Specialist with extensive experience in a full range of functions, as well as success in simultaneously managing multiple projects. Energetic professional who is self-motivated and results-driven with strong communication, analytical, problem solving and reasoning skills. EXPERIENCE

Training Consultant (L&D Coach), 06/2018 to Current Fixed term contract – Maximus UK – DWP Operations - London, UK

• Working strategically with Operations Manager to reduce employee attrition in order to improve retention of health practitioners (HCPs) across Assessment Centers in London Region.

• Providing one-to-one and group coaching sessions, using NLP techniques, identifying learning needs and implementing training strategies with a view to support Assessment Centre Managers, Team Performance Leaders, Clinical Leaders and also New Entrants (Trainees - HCPs) during their learning journey to be accredited as Disability Analysts by DWP – Department for work and pensions.

• Tracking performance via face-to-face and team meetings, gathering feedback, establishing coaching points, reviewing progressions, analysing attrition and identifying action required & control.

• Delivering soft skills course (Resilience, Questioning and Active listening) for HCPs, conducting self-reflection activities, role- playing and group exercises.

• Delivering Coaching for Success course to develop non-clinical managers and clinical leaders coaching skills regarding how to apply Active Listening and Questioning techniques to encourage the coachee to develop their own solutions; Know how to – Plan, Run and Review a coaching meeting; Apply the GROW / OPA Coaching models to conduct effective coaching meetings; Know which coaching approach to adopt in a given situation; Adapt coaching styles according to coachees’ personality traits, level of competency and motivation; Use a feedback structure to encourage improvement in performance and to motivate good performers; Develop an Action Plan to implement coaching within their teams.

• Being responsible to implement better induction structure across Assessments Centers.

• Providing psychological support to employees in relation to stress management and emotional intelligence.

• Conducting observations of all training stages (theory and practice) to assure quality. As well as supporting Central Trainers and Mentors to deliver topics covered in the lectures and face-to-face feedback consistently.

• Performing training evaluation via survey monkey system: Gathering course feedback, analysing results and presenting them to National L&D Team, Operations and Assessment Centre Management to measure post-training effectiveness. Business & Emotional Coach, 03/2017 to 06/2018

Self-employed – London, UK

• Testing and evaluating procedures in order to provide one-to-one and team support.

• Monitoring coaching costs to maintain the training budget.

• Delivering coaching sessions via role playing, simulations and team exercises.

• Leading coaching programmes (e.g. Leadership, Motivational, Wellness) based on NLP (Neuro-Linguistic Programming) and designed to implement new behaviour patterns for individuals and groups to achieve personal and professional goals.

• Creating effective coaching objectives, content and all materials.

• Delivering individual and group coaching via Seminars and Webinars (e-learning) such as Psychology of Marketing, Body Language, Career and individual insertion in the employment market, Global & Market trends guidance as well as interacting more topics related to Psychology and other areas in order to promote positive mental health, well-being and personal/professional growth.

L&D Facilitator (Self-employed), 03/2016 to 10/2016 Transform People International UK – London, UK

• Delivered training modules via webinars (video conference) for leaders and teams from customer service department based on PNL (Neuro-Linguistic Programming) and group activities, assisting them to learn from each other and to identify potential changes to individual mind-sets and behaviours.

• Effectively trained supervisors and managers on techniques for managing employees.

• Implemented strategic business practices and organisational behaviour training concepts regarding organisation's shared vision of providing a great customer experience.

HR/Admin Support (Family Business), 04/2014 to Current MaxLogica Ltd – London, UK

• Assisting administrative and HR areas: Being responsible for the Consultant's time sheets; Generating and sending invoices; Dealing with pension scheme, health insurance and childcare vouchers; Liaising with accountant in respect to Finance & Accounting (Financial Services, Business Development & Law). Portuguese Teacher (Freelancer), 03/2012 to 01/2013 London, UK

• Portuguese lessons for foreigners. Conducting the lessons on creative way (e.g role-play, recording pronunciation, videos, games and other dynamic activities); Interacting and developing the language with the student. L&D Coordinator (Fixed term), 10/2011 to 12/2011

Southern Housing Group – London, UK

• Reviewed training programme cost effectiveness, meeting identified training needs.

• Delivered the corporate training plan.

• Led corporate training and course schedules.

• Liaised with external training providers on requirements, attendance, venues, supporting documentation and contracts.

• Liaised with trainers at courses: Booking staff, preparing handouts for corporate induction, events and liaising with speakers.

• Investigated new training providers/courses as required.

• Facilitated internal training activities, including liaison with delegates and their line managers.

• Coordinated the administration and facilitation of conferences and training activities such as delegate lists, evaluation forms, badges, course certificates, handout packs, training room – equipment, layout, training materials and catering.

• Conducted Personal Development Plan data to assist in the production a Learning Needs Analysis.

• Monitored, reported and updated course attendance and training evaluation forms.

• Published and updated relevant information pages on the Group intranet as required.

• Ensured training courses are marketed effectively.

• Developed specialist project work as required.

HR Administrator (Temp), 07/2011 to 10/2011

Royal College of Paediatrics and Child Health & Kids' City – London, UK

• Conducted new employee orientation to foster positive attitude towards organisational objectives.

• Advised CEO, managers and HR team on organisational policy matters and recommend needed changes.

• Directed HR projects such as introducing group interview and an induction programme.

• Identified staff vacancies and recruited, interviewed and selected applicants: developing job descriptions and person specifications, preparing advertisements, checking application forms, shortlisting, interviewing and selecting candidates.

• Recruited and interviewed 10 candidates in group per two hours, also applying ability tests which resulted in 4 candidates selected for a final interview with CEO and/or Manager which contributed to time saving and R&S effectiveness.

• Served as a link between management and employees by handling questions, interpreting and administering contracts, employee files and database, CRB checks and helping resolve work-related problems.

• Advised on pay and other remuneration issues (promotion and benefits), including payroll administration and employee record maintenance.

• Implemented policies on issues such as working conditions, performance management, equal opportunities, disciplinary procedures and absence management, which resulted in significant increase in staff productivity.

• Developed HR planning strategies with line managers, which consider immediate and long-term staff requirements in terms of numbers and skill levels.

HR Coordinator (Temp), 04/2011 to 07/2011

Tolerance International – London, UK

• Designed and implemented recruitment, selection, induction, training and development processes.

• Coordinated and assisted the teamwork.

• Conducted team performance assessment.

• Checked CRB (Criminal Records Bureau) background for the new collaborators.

• Produced newsletter about upcoming training, events, welcome note to any new collaborator, and others.

• Led the Programme Coordinator on workshops: lectures, case-study led discussion, cross-over and role-play, examination of images, budget, drama sketches, monitoring and evaluation.

• Implemented reward and recognition programs.

• Established partnerships with universities, colleges, Institutes, employment and internship agencies in the UK and abroad. Team Coordinator/Teacher (Mornings/Evenings), 07/2008 to 10/2010 SENAC Faculty & E-Learning Center Public University (UNB) – Brasilia, Brazil

• Led lectures and workshops regarding 'Organisational Behaviour', 'Applied Psychology', 'Performance Management',

'Recruitment and Selection of Staff' subjects for graduates and postgraduates.

• Taught 'Human Resources Management' e-learning course (teaching activities, forums, argumentation, exam) for Business Administration graduates.

HR Coordinator, 02/2008 to 06/2009

Federação Nacional das Apaes (NGO), Inclusion of people with intellectual and physical disabilities – Brasilia, Brazil

• Created HR department in the organisation.

• Managed day-to-day payroll administration.

• Conducted recruitment, selection, induction, training and development processes.

• Dealt with employee benefits.

• Implemented health and safety at work.

• Coordinated internship program contract, training and development programmes related to employment law, talent management, diversity and equality according to APAE’S policies. HR Consultant (Self-employed/Flexi-time), 01/2003 to 10/2010 Public & Private Organisations – Brasilia, Brazil

• Private and public organisations: Ministerio das Minas e Energia, Procuradoria da Republica, Nova Casa Distribuidora

(wholesale company), Rede Setemares e Popsida (fashion group), Rede Vintage Vinhos (wine network) and others.

• Provided advisory and consultancy services to staff and management on a range of human resources issues, procedures and policies consistent with employee standards, legislation and guidelines.

• Monitored personnel team on payroll and other records: perform-hours rotating shifts, work on weekends, public holidays and overtime, criminal records, sick leave.

• Designed and implemented recruitment, selection, induction, training and development processes.

• Delivered Coaching for leaders and teams: developing motivational and leadership programmes in order to enhance teamwork spirit, communication skills and consequently, improving their productivity.

• Designed and promoted creative and dynamic events as well as strategic and operational policies in order to improve employee health, safety and well-being at work.

• Conducted organisational diagnosis and report results.

• Conducted ability and psychological tests.

• Implemented corporate culture survey and climate change.

• Promoted equality and diversity at workplace.

• Designed and conducted core competence analysis, plus performance appraisal.

• Implemented strategies to reduce turnover and absenteeism levels in enterprises.

• Established solid network to providing strategic HR solutions.

• Led total quality management and internal audit.

• Developed and trained stakeholders on a wide range of issues including i.e.: performance management, compensation, career plan, reward management, ombudsperson, conflict management and people development. EDUCATION

CIPD Qualified (Level 7) - MA in Human Resource Management. Kingston University, London, UK – 2016. Certificate in Employment Law. Richmond Adult Community College (RACC), London, UK – 2011. Certificate in Project Management. Development, Research & Information Project (DRIP), London, UK – 2011. Advanced Diploma in Human Resource Management (MBA). União Pioneira de Integração Social - UPIS University, Brasília-DF, Brazil - 2007 to 2008.

Bachelor’s Degree in Psychology. Centro Universitário de Brasília - UNICEUB University, Brasília-DF, Brazil - 1997 to 2002. MAJOR ACHIEVEMENTS/KEY SKILLS

• Specialist in structuring the core of human resources in enterprises.

• Lectures/Training courses (L&D) delivered in HR consultancy i.e.: Strategic management of human resources in the business world; Health and quality of life at work; Emotional intelligence; Marketing strategies; Customer service; Professional attitude; Teamwork; Conflict management; Internal consultancy; Motivation, creativity, leadership and others.

• Occupational Psychologist: promoting employee satisfaction focused on business productivity and profitability, motivating teams, dealing with conflict management and others.

• IT: Windows, Internet, Office Suite Applications (Word, Excel, Outlook, Power Point, Access, Publisher and others).

• Languages: Native Portuguese Speaker, Fluent English and Intermediate Spanish.

*References Available Upon Request

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