Training Customer Service

Maria Jose Vicuna C.

Fulham Dr. Etobicoke, Ontario

Email: ************@*****.*** - Mobile 514-***-****

Human Resources - Employment - Training & development

Skills

- Very proactive, detail and results oriented. - Team player and comfortable working independently.

- Very communicative and supportive. - Strong organizational and interpersonal skills.

- Trilingual (English-French-Spanish) - Projects, events management.

Education

Master Degree in Human Resources and Industrial Relations Management.

Bachelor Degree in Education.

Andrés Bello Catholic University. Caracas - Venezuela

Professional experience

HR Specialist

UPS Canada, Mississauga, Ontario. July 2016 – Current

Directly responsible for candidate poll and flow generation for various positions, both union and non-unionized.

Provide support to managers and supervisors with issue resolution, employee concerns and requests related to workplace policies and general terms and conditions.

Work with the Health & Safety team to promote policies and conduct trainings for new hires.

HR point of contact to employees and HR Team to answer questions to employees, address concerns, provide HR-related advice/recommendations, and provide assistance as required.

Perform all on boarding, documentation, scheduling, bookings, training and orientation of new staff.

Working with the HR Manager, lead program developments and implementation for the organization

Design pre-screen and conduct interviews for entry-level and professional positions.

Secure and participate in off-site Job Fairs and on-site recruiting events

Build and facilitate onboarding and orientation sessions for professionals and entry-level hires.

Administration of the tuition reimbursement program.

Support operations retention and talent development initiatives as necessary – participating in pre-seniority meetings.

Develop and supervise training plans for new HR Specialist and HR Internship students.

Participate actively as a coordinator member of the Women Leadership Development Program and diverse weekend community driven events.

Coordinate and support annual JDRF and United Way Campaigns, nonprofit Organizations.

HR Specialist

UPS Canada, Montreal, Quebec. April 2008 – June 2016

Create, coordinate and execute end-to-end training programs for diverse positions.

Pre-screen applicant flow and conduct interviews for entry-level positions and professional positions.

Facilitate orientation sessions for professional/entry level hires including drivers.

Manage and keep up to date reports for all positions in the HR department.

Act as a resource person for employees, supervisors and management.

Coordinate Wellness week yearly with Health and Safety Dept.

Developed and implement the Soft Skills training for the new PT Supervisors Training Program.

Train new HR Specialist and HR Internship students.

Employee Development Coordinator

FARMATODO, C.A. Caracas, Venezuela. (Retail chain Drug Store/Pharmacy) March 2005 – Nov 2005.

Develop, implement and coordinate comprehensive employee development programs and activities based on competence models design by Hay Group.

Designing of development models for support FARMATODO vision and mission.

Coordinate performance evaluations.

Employee replacement (back up) plans and individual development plans.

Training and Development Coordinator.

FARMATODO, C.A. Caracas-Venezuela. (Retail Drug Store/Pharmacy) June 2002 – March 2005.

Design, implement and coordinate employee training and development programs to identify and develop internal mentors and coaches.

Select, outsource and supervised training companies.

Implement and evaluate a Customer Service Program (2000 employees).

Organize and execute multiple Corp events for up to 2000 attendants from across the country.

Follow up and control of the New Employees Program.

Training Coordinator

PETROLEOS DE VENEZUELA, S.A. (PDVSA). (Oil Industry) March 2001 – December 2002.

Design, develop, implement and coordinate SAP training materials within the corporate intranet.

Follow up and control SAP training and implementation projects.

Render advice to SAP Project Leaders on the implementation of the training programs.

Coach SAP’s technical and training staff (17 employees) on the strategies for on-line training.

Multimedia Instructional Designer (External Consultant).

Training Technologies (Tecnologías en Adiestramiento, TECADI).

Caracas, Venezuela. August 1997 – June 1999.

Design computer based instructional materials using a Self-Learning methodology.

Quality control and validation of software.

Coordinate computer based training workshops.

Spoken and Written languages

English, French and Spanish.

Technical Skills

Advanced user Word, Excel, PowerPoint, Taleo, SAP, UPS’s internal systems and software.

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