Employee Relations Customer Service

Omowunmi Josephine Okunuga

Mississauga, Ontario

*****.*******@*****.*** 416-***-**** linkedin.com/in/omowunmiokunuga

Human Resources Coordinator

Analytical, results-driven administrative professional with experience leading HR initiatives. Expertise in talent recruitment, acquisition, training, and retention. Creative problem-solver with superior communication skills and passion for people development. Demonstrated ability to facilitate organizational change, enhance productivity, and bolster staff morale. Aptitude for leveraging technology to reduce redundancy and increase accuracy. Track record of systemizing operations with strong focus on record keeping and data management. History of delivering superb customer service. Pursing HR Management Postgraduate Diploma with anticipated graduation in 8/2020.

Core Competencies

Talent Recruitment & Acquisition

Staff Onboarding & Training

Learning & Development

Standard Operating Procedures

Exposure to diversity & inclusion

Employee Relations & Satisfaction

HRIS & Records Management

Process Optimization

Data Analytics & Performance Metrics

Tech

Career Experience

BMO Bank of Montreal, Mississauga, Ontario

Customer Service Associate, 6/2019 – Present

Implement strategies to deepen existing client relationships. Identify, troubleshoot, and resolve issues for average of 200 calls per week. Listen, understand, and clarify client concerns. Develop customised solutions to meet unique needs of each customer in accordance with banking standards and industry regulations.

Key Contributions:

Exceed key performance indicators; consistently surpass monthly scorecard target by 5% and repeatedly recognized for excellent customer service delivery.

Promote learning and development; mentor and motivate peers, model best practices, and create job aids to standardize responses and optimize productivity.

Employ de-escalation techniques and strong problem-solving skills to bolster client satisfaction.

Maximize profitability; engage prospective customers, build rapport and trust, and connect them to banking products matching their needs to achieve 70% of monthly revenue target.

Access Bank (formerly Diamond Bank), Nigeria

Human Resources Coordinator, 12/2016 – 3/2019

Directed talent recruitment and acquisition. Counseled management and staff on HR policies and procedures. Provided guidance on labor relations and employee development, management, and retention efforts. Investigated staff complaints to determine validity and veracity of claims, documented results, and recommended solutions to address grievances. Utilized HRIS to generate reports on new hires, performance appraisals, and other metrics.

Key Contributions:

Innovated process efficiencies; redesigned hiring practices, reducing hiring time from three to two weeks.

Spearheaded recruitment efforts; drafted job descriptions, posted vacancies, screened qualified candidates, conducted interviews, and onboarded minimum of 10 new hires quarterly.

Fostered collaborative relationships and emphasized people development; prioritized quality hiring decisions, achieving over 60% good hire rate for 18 consecutive months, resulting in lower attrition rates.

Streamlined records management; revamped policies for documenting new hire information in HRIS to increase availability, accuracy, and accessibility of data.

Cultivated continuous learning environment; facilitated quarterly meetings with department heads and staff representatives to manage employee expectations and solicited feedback during exit interviews.

Human Resources Assistant & Customer Service Representative, 11/2010 – 11/2016

Compiled comprehensive personnel files. Collected, analysed, and interpreted data to support daily HR operations. Scheduled meetings and HR activities. Created and distributed agendas. Complied with regulatory standards.

Key Contributions:

Contributed to full-cycle talent acquisition efforts from sourcing and qualifying prospects to interviewing and reference verification; assisted with screening over 50 applicants weekly.

Integrated technology to mitigate risk; managed online database, processing and updating employment records to minimise lost files, reduce redundancy, and increase accuracy.

Crafted engagement strategy and utilised customer-centric approaches to connect clients to financial solutions as Customer Service Representative; superb performance resulted in promotion within two years.

Education and Credentials

Postgraduate Diploma in Human Resource Management (anticipated August 2020)

Humber College – Ontario, Canada

Bachelor of Science, Mass Communication (2009)

Bowen University Iwo – Osun State, Nigeria

Technical Proficiencies: QuickBooks, Sage, Microsoft Office Suite

Training, Associations, & Community Leadership

Introduction to Human Resources, CIMT College, 2019

Chartered Institute of Personnel Management (CIPM), 2012

Content Editor Volunteer, Ekiti State Government, Nigeria, 2010

Clerical & Office Administration Volunteer, House of Assembly Jos Nigeria, 2009

Reference

Holly Fife, 647-***-****, *********@*****.***

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