Human Resources Customer Service
Resume:
Yara Bahaa Mohamed, page *
Yara Bahaa Mohamed
Future City Cairo.
+20-122******* **********@*****.***
SUMMARY
An experienced Human Resources professional with experience in various fields of HR Management as well as in customer service and financial services. Seeking an opportunity to use and grow my skills in a long-term role with a leading organization. EDUCATION
American University in Cairo, School of Continuing Education, 2017 Certificate in Human Resource Management (including modules in: Organizational Behavior, Recruitment & Selection, Compensation & Benefits, Employee Relations, Talent Management, Performance Appraisals, Strategic Management) Ain Shams University, Faculty of Commerce, 2011
Post-graduate Financial Accounting Diploma
Ain Shams University, Faculty of Commerce 2007
BS in Commerce
HUMAN RESOURCES EXPERIENCE
Kyndryl Company, August 2022 – Present
HR Senior Associate Feb 2023 – Present
EMEA HR Professional Services Advisor August 2022 – January 2023 HR Management
Works closely with MEA HR manager as needed on strategic HR initiatives that may include Performance Management, Workforce Planning, Employee Learning and Development, Diversity, Compliance, Recruitment, Exit, and Compensation-related action items.
Promote a positive work culture and high employee engagement through various HR programs and initiatives.
Stay current on Cairo labor laws and regulations, ensuring that HR practices and policies are compliant.
Advise management on legal requirements and implications. Yara Bahaa Mohamed, page 2
Conduct employee surveys and feedback sessions to assess and improve workplace satisfaction.
Attends conferences and meetings, as an employee-management liaison, to facilitate communication between parties.
Providing guidance and support to management and employees on human resource issues, including employee relations, performance management, compensation and benefits, and talent acquisition.
Ensuring accurate record-keeping and data management related to personnel files, HRIS systems, and other HR databases.
Leading investigations into employee complaints and concerns and recommending appropriate actions to address any issues.
Staying up-to-date on changes in HR laws and regulations and making recommendations for changes to existing policies and procedures.
Providing Country HR administrative support including employee registration and de- registration processes; Social Insurance administration and related regulatory authority requirements; Employment contract administration.
Ensuring remote HR support is available for all MEA countries via the ticketing system within the service level agreement (SLA).
Being committed to providing live chat support for one hour per day to cater to all HR- related inquiries for EMEA.
Benefits and Employee relation:
Developing, implementing, and managing employee benefit programs such as health insurance, and other employee benefits.
Communicating benefit information to employees and answering their questions regarding coverage, eligibility, and other related issues.
Working with benefit vendors and brokers to ensure compliance with regulatory requirements and to negotiate competitive rates.
Maintaining accurate records and administering benefit enrollment, changes, and terminations.
Conducting employee surveys and gathering feedback to evaluate the effectiveness of benefit programs.
Developing and maintaining positive relationships with employees and management to promote a positive and productive work environment. Onboarding and Offboarding:
Conducting new hire orientation and onboarding processes.
Developing and implementing onboarding and offboarding programs to ensure a positive experience for new hires and existing employees.
Serving as the primary point of contact for new hires and exiting employees, providing guidance and support throughout the process.
Coordinating with hiring managers and the HR team to ensure appropriate exit dates and accurate termination records.
Ensuring all credential requirements for each new hire are obtained, documented, verified, filed electronically, and uploaded into the HRIS system as well as in the physical personnel files.
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Tracking any expiration/renewal dates and coordinating with the credentialing department.
Creating and maintaining onboarding and offboarding documentation, including checklists, templates, and forms.
JTI- Nakhla Tobacco Company, December 2018 – July 2022 Human Resources Associate
Conducting candidate screening, assessments, and interviews.
Maintaining attendance records, include vacation, sick leave, and absences.
Conducting calculations for payroll, including overtime, deductions, staff bonuses, etc. using the Attendance software application.
Completing personnel records and reports, including expense reports.
Responsible for office space and equipment, including stocks and supplies.
Following up on all staff events including key contacts and supply-chain support.
Arabian Company for Trading (ACT), March – November 2018 Human Resources Generalist
Supporting and participating in organizational restructuring in light of company’s market expansion.
Implementing recruitment plan according to the restructuring;
Helping to establish organizational policies and procedures regarding HR competencies, KPI, Staff Regulations, etc.
Monitoring gaps in the implementation plan, and identifying causes and solutions;
Conducting calculations for payroll, including overtime, deductions, staff bonzes, etc. using the Attendance software application.
Recommending training and staff development systems and assisting with implementation.
JV- Passavant Energy & Environment Acciona Agua Hassan Allam 2015–2017 Senior Human Resources Specialist
Overseeing the hiring process, including job postings, resume review and interview with HR and technical department.
Administering HR-related documents for new hires, including employment contracts.
Ensuring that the relevant HR database is up-to-date and complies with legislation.
Maintaining HR records including new hires and associated paperwork, transfers, terminations, and changes in job classifications.
Liaising with the contracted medical insurance provider for all employee requests and requirements.
Tracking employee attendance including sick leave and vacation.
Conduct new staff orientation.
Monitoring the implementation of HR policies and procedures for new and existing employees.
Coordinating training and development programs based on performance appraisal outcomes.
Addressing all employee-relations issues, including complaints and harassment allegations.
Yara Bahaa Mohamed, page 4
Maintaining the employee filing system.
CUSTOMER SERVICE & ACCOUNTING EXPERIENCE
Teleperformance Company Expedia Canada Account, Jan – Aug 2015 Customer Service Agent
Supporting customers in Canada, UK and Ireland with reservations.
Coordinating with airlines and hotels with customer requests and issues.
Royal Logistics Company, 2012 - 2014
Accounts Receivable, Oracle User
Issuing customer invoices via Oracle.
Following up on collections with the customer service team and directly with customers.
Coordinating with clearance and transportation teams on documentation and receipts until shipments have been delivered to the customers.
Following up with bank accounts regarding cash and transfers.
Seoudi Group, 2009-2011
Accountant
Following up on the accounts of major customers. ADDITIONAL SKILLS
ICDL (MS Office, Windows, Advanced Excel
R 12 Oracle Financial Application
Work effective in a team and individually
Excellent communication and interpersonal skills
Creative problem solving
Languages: Arabic mother tongue; English excellent written and oral; French intermediate
ADDITIONAL TRAINING
Ain Shams University, 2009
Financial Accounting English Language Course
Misr Bank, 2006
In-house Summer training program
E-LEARNING ONLINE SELF-STUDY
Talent Management.
Yara Bahaa Mohamed, page 5
HR Guidelines everyone should know.
Crisis Communication for HR.
Learning Data Analysis.
Strategic Workforce Planning.
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