Customer Service Human Resources
Resume:
Ali Malik
Daly City CA
***.******.*****@*****.***
Results-driven Customer Service professional with over 10 years of customer service and human resources support experience. Self-confident, with integrity and commitment to excellence. Creative, pragmatic and proactive problem-solver. Organized and attentive to detail, with demonstrated time management skills. Proficient in customer mediation and negotiation. Energetic team player who is focused on providing best customer satisfaction.
Summary of Experience:
Southern New Hampshire University.
Student
Actively pursuing Master’s degree in Human Resources Management online. CURRENT
Law Office of Robert B. Jobe – San Francisco CA [Relocated Overseas due to family]
Office Manager/ HR Admin. Jan 2009 – Oct 2013
Acted as a single point of communication for outside government entities including but not limited to US Immigration, State of California courts, IRS along with vendors and individual customers.
Provided support to 8 paralegals and 8 attorneys. Reviewed employee applications, verified references, conducted pre-employment background checks, interviewed and hired paralegals and attorneys.
Maintained employee files and the HR filing system along with employee onboarding, time keeping, budgetary analysis, employee grievances and exiting procedures.
Provided paralegal, administrative and secretarial support for the office.
Analyzed and organized office operations and procedures including financial management, vendor management, personnel, records management, supplies and equipment.
Composed, prepared and processed legal, general and confidential correspondence.
Planned and managed case allocation to attorneys and paralegals.
Managed calendar, employee vacation reports, applications and approvals. Coordinated schedules, appointments, meetings and employee training events.
Independently screened and provided information in response to telephone calls.
Organized and managed the office file system. Created and maintained contractual documentation.
Coordinated meetings, acted as the one point of communication for questions regarding overall departmental, bureau or office policies, procedures, and practices.
Addressed client specific errors and complaints, provided information assuring appropriate follow-through and resolution.
Managed vendors and suppliers. Reviewed, audited and verified invoices before approving them for finance department to issue payments.
Lasth.com/Talent 6- Santa Clara, CA [contract, internship]
Software Quality Assurance Tester 2007-2008
Created test cases for clients facing software solutions.
Worked on extensive testing initiatives using SILK.
Coordinated test result reports and presented them to executive management.
Citibank – San Francisco CA
Service Officer/ Operations Supervisor Oct 2003 – March 2007
Coordinated and managed marketing and cross selling of financial bank products.
Performed operational functions required to maintain compliance with regulatory guidelines (i.e. customer/branch research monitoring completion of back office duties, reporting, etc.)
Acted as a service officer managing direct customer facing service functions.
Managed bank personnel activities such as employee counselings, balancing work load and scheduling shifts.
Managed bank self audits (i.e. certifications). Trained and supervised customer service staff including tellers.
Ensures compliance with all rules and regulations. Oversaw regulatory operations related to money laundering prevention procedures.
Kept customer centric manuals, training documentation up-to-date with bank products, services, processes and regulatory compliance and governance controls of the bank and the local regulator.
Bank of America San Francisco CA
Teller Coordinator 1995 – 2001
Reviewed and approved customer service requests on the Bank system for static data change, check book requests, debit card requests and balance inquiry.
Managed customer feedback channels – including drop boxes, helpline, suggestions/comments boxes – monitor the level to services offered and areas for improvements.
Managed customer refunds and charge reversals. Supervised tellers, opened individual bank accounts and performed other teller operations.
Managed operation of the bank vault.
Managed customer complaints and worked with customer service officers towards grievance resolution.
Managed scheduling activities for bank personnel.
Educational Qualifications
Degree Program Degree Awarded Year Name of Institution
BS in Business Administration 2005 San Francisco State University
MS in Human Resources Mgmt. In Progress (online) Southern New Hampshire Uni.
Professional International Certifications
Certifications Title Certification Year Name of Institution
Human Resources Management 2012 San Francisco State Univ.
Software Quality Assurance 2008 Portnov Computer School
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