Branch Manager Resources Generalist

Nana Yaa Cudjoe-Cole

Odenton, MD ***** 240-***-**** **********@*****.**.** LinkedIn.com/in/nana-yaa-cudjoe-cole-07083633

HUMAN RESOURCE GENERALIST

Passionate, resilient and adaptable Human Resources professional, enthusiastic about bringing skills and knowledge to a long-term position by assisting with and fulfilling organizational staffing needs and requirements, committed to translating business vision into HR initiatives that improve performance, profitability, growth and employee engagement. Self-motivated leader, team player and builder, who supports and empowers companies and top executives with a unique perspective and appreciation that human capital is every organization's greatest asset and must be managed excellently to harness all full potentials. Excellent ability to manage competing priorities and communicate effectively across all organizational levels. Genuine influencer who thrives on challenges and aims to use dynamic interpersonal skills and organization skills to achieve your HR initiatives.

HR SKILLS AND COMPETENCIES

Excellent Communicator Employment law & HR best practices

MS Office Suites Workforce planning & development

Talent acquisition Staff coaching & mentoring

Employee relations & diversity Compensation and benefits

Succession planning File and records management

Risk management Performance Management

Project Management Advertising, marketing & negotiation

Organizational development Change management

Alternative Dispute Resolution Customer relationship management

General management Administrative support

HRIS applications (ADP, Work day) Business operations

Job design, descriptions, titling & evaluation processes Diversity initiatives

WORK EXPERIENCE & ACHIEVEMENTS

Director of Human Resources 06/2021 to date

Trust Home Care Inc. Bowie, MD

Responsible for managing the Human Resources Department and overseeing all personnel issues.

Responsible for payroll preparation and entries, FMLA, Worker’s compensation, OSHA.

Developing and implementing company’s policies and programs including reports on quality assurance; quarterly.

Ensuring that all policies comply with legal regulations

Developing, monitoring and implementing company’s people management strategy

Managing the HR department’s annual budget

Reporting on the performance and progress of the HR department to senior stakeholders

Directing change management and organisational development

Performing other duties as assigned.

Responsible for the recruitment and selection of employees based on applicant’s credentials and qualifications including training and licensure.

Organizing and coordinating orientation program for all new employees, including an introduction to the organization, staff and employee rules and responsibilities.

Ensuring that all employees receive ongoing education, including in-services, training and other activities to maintain and improve staff competence.

Ensuring that all employees meet their required mandatory training, keeps records of in-services and files employee's certificate of attendance in the employee personnel folder.

Ensuring that all employees are meeting the performance expectations stated in his/her job descriptions by collaborating with the supervisors.

Ensuring that all employees are in compliance with the mandatory requirements for employment.

Responsible for other miscellaneous duties pertaining to staff record updates and files

Occasionally attended outside meetings and/or conferences on behalf of company to meet with clients

Human Resource Assistant 05/2021 to 06/2021

Langton Green Inc. Annapolis, MD

Partnering with employees and management to communicate various Human Resource policies, procedures, laws, standards and government regulations.

Undertake recruitment processes by posting job advertisements, scheduling and conducting interviews.

Maintain employee confidentiality and privacy at all times according to policies and procedures; uses discretion when discussing confidential matters and adheres to HIPAA.

Manage the agency compliant record keeping system for maintenance of employee files and maintaining and updating the Human Resources Files.

Prepare and verify employment information to include verifications and references.

Assist with onboarding new employees to include evaluating credentials, setting up for drug screens, background checks, orientation and training.

Participate in administrative meetings and seminars as necessary and to represent the department and agency.

Coordinate and assist with facilitating Human Resource projects (meetings, trainings, survey etc.).

Participates in developing and tracking department goals, objectives, and systems.

Assists with the implementation and tracking of company safety and health programs.

Participates in planning and implementing various employment relations and employee satisfaction surveys.

Monitors company review websites and responds to reviews.

Assists in promoting participation in community events.

Partnering with Finance department on staff payroll and check payments.

Ensuring completion of all termination, and rescinded letters.

Keep up to date with the latest HR trends and best practice.

Support all internal and external HR related inquiries or requests and assist with performance management procedures.

Compile monthly personnel reports for the executive team which include but is not limited to the following information: List of potential applicants, interviews and placement conducting a listing of open positions, demographic information related to sex, race, nationality of EEOC and other government reporting agencies, vacancy rate and turnover rate.

Conduct all Human Resources Disciplinary Action for employees to include investigating the disciplinary, write, send to Deputy Director for approval, and present the disciplinary action to the employee with the manager or supervisor present.

Completing exit interviews and provide feedback to the executive team.

Store Manager 10/2020 to 04/2021

Walgreens Company Odenton, MD

Maintained store staff by recruiting, selecting, orienting, and training employees.

Maintained store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.

Maintained operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.

Completed store operational requirements by scheduling and assigning employees; following up on work results.

Achieved 60% financial objectives through the preparation of an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Identified current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements.

Ensured availability of merchandise and services by approving contracts; maintaining inventories.

Secured merchandise by regular monitoring of security systems.

Ensured the safety of employees and customers by providing a safe and clean store environment.

Maintains the stability and reputation of the store by complying with legal requirements.

Determined marketing strategy changes by reviewing operating and financial statements and departmental sales records.

Maintained professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

Human Resources Generalist (Internship) 08/2019 to 01/2020

Compass Inc. Beltsville, MD

Assisted with the planning of company events such as annual benefit enrollment week, house managers appreciation week and Christmas party for the Individuals.

Responded to staff inquiries regarding HR policies, employee benefits like FMLA, and other HR-related matters such as injury and compensation.

Facilitated delivery of HR services by establishing and maintaining positive relationships with teams and leadership across organization.

Supported monthly top talent identification and recruitment processes by interviewing candidates and executing all HR steps, including onboarding, orientation, training, and off boarding.

Conducted benefits administration for 100 benefit-eligible employees.

Chaired monthly safety committee meetings which evaluated the causes of work-related accidents and devised measures and regulations that minimized such incidents, with staff becoming more aware of work hazards and how to safely handle them.

Evaluated staff performance at multiple facilities and made recommendations for training improvement.

Engaged in operations analysis, needs assessment and process mapping and optimized departmental structures and leadership.

Maintained records of personnel documents, including payroll forms, leave notifications, employee files, benefits information and workers' compensation files.

Human Resource Specialist (Contracted) 05/2019 to 08/2019

House of Divine Glory Church Beltsville, MD

Supported client with HR practice development and program creation, including performance management and evaluations, job descriptions and salary ranges, corrective action and disciplinary measures.

Applied comprehensive understanding of HR principles and employment laws and regulations to provide counseling to their Administration and updated organizational policies.

Trained a 15-member management team on interviewing techniques and best practices, conducting workshops and coaching sessions that contributed to sound recruiting and hiring decisions.

Assisted with the planning and organization of church events and activities such as Easter, Christmas, Evangelism, Bootcamps and donations.

Coordinated all HR and Administrative activities.

Developed process improvements and streamlined procedures which effectively resolved employee discrepancies.

Undertook staff training and imparted knowledge of federal, state and local regulations and requirements on labor and employment.

Zenith Bank Ghana Limited May 2007 to November 2018

(worked various roles) Takoradi, Ghana (West Africa)

Human Resources Generalist

(09/2015 to 11/2018)

Set up two HR business partners for two new branches.

Fostered a teamwork environment which was conducive to positive dialogue across the organization. Personal efforts were cited as the driving force behind branch's employee-retention rate of 80% within an industry where high turnover was the norm.

Facilitated transition from paper to electronic time sheet for staff, improving flexibility and eliminating manual entry time and also increased punctuality and time management.

Planned recruitment events for interested applicants and organized onboarding activities for newly hired employees which saw the employments of some top talents within the period.

Maintained employee records, including payroll forms, leave notifications, employee files, benefits information and workers' compensation files and made retrieval and periodic updating very easy.

Engaged in operations analysis, needs assessment and process mapping which led to HR department restructuring and leadership.

Worked with branch management as HRBP and ensured compliance of company policies and procedures, which made external auditors very pleased, since this meant zero lawsuits on federal labor law malpractices.

Held exit interviews and used information received to improve HR employee retention efforts.

Participated in corporate seminars and meetings covering employee programs and stay updated on initiatives to keep employees engaged through proper workplace management.

Liaised with staff and management in analysis and resolution of issues, grievances and conflicts.

Facilitated quarterly meetings which helped to develop strategies that positively influenced workplace relationships.

Evaluated staff performance at multiple facilities and made recommendations for training improvement, job redesign and job rotation which increased work productivity.

Processed all salary and compensation changes stemming from merit increases, promotions, bonuses and pay adjustments.

Participated in updating employee handbooks, including design and layout, compensation and benefits.

Prepared employees for assignments by establishing and conducting orientation and training programs.

Reviewed strategies for performance evaluation, corrective action and disciplinary measures and minimized bias by 25%. This made staff happy as they saw fairness in the process.

Deputy Branch Manager and Head of Marketing

(08/2014 to 08/2015)

Optimized staff productivity by managing inter-team conflict resolution, yearly performance reviews, hiring and terminating processes, training initiatives, scheduling, time, and attendance in collaboration with the Branch Manager

Achieved all-time best total branch deposit figure; 70% of 2018 set branch deposit

Developed annual branch business plan for maximum profitability and effectiveness with the Branch Manager

Built strong rapport with existing clients to better serve financial needs and promote branch loyalty and boosted customer base by acquiring new customers.

Maximized branch revenue by optimizing daily operations and increasing efficiency in coordination with the Operations Manager

Analyzed applicants' financial status, credit, and property evaluation to determine feasibility of granting loans

Recommended changes to products which enhanced customer interest and boosted sales numbers significantly.

Analyzed consumer behaviors and market trends and adjusted email and advertising campaigns based on current knowledge.

Designed sales-driven programs and promotions to facilitate team objectives.

Head of Operations (branch & Agency)

(10/2011 to 07/2014)

Implemented effective customer service procedures and encouraged positive feedback which maximized customer satisfaction and improved bottom-line profitability from 50% of target to 85% within the term.

Established departmental performance goals and generated daily operational reports for corrective action and/or continuous improvement.

Assessed and identified each employee's individual strengths and delivered mentoring and training, thereby improving weak skill levels. Recommended internal candidates for general management promotion opportunities.

Reduced process lags by effectively supervising employee daily work routines and streamlining activities to better serve customers for productivity, efficiency, and cost savings.

Engaged staff in socialization activities that enhanced cordial workplace relationships and enabled them to build rapport and nurture relationships with customers as well.

Evaluated financial statements and reports with the branch manager and marketing team in performance monitoring and devised solutions which improved branch sales by 20% and reduced wastage in branch operations by 15%.

Facilitated HR operations, which included strategic workforce planning, six-month's periodic performance appraisal, staff promotions, realignments, and redundancies as necessary and administration of benefits

Worked with the branch manager in strengthening and managing operational risks and sustainability through periodic review of company practices as against industry and federal regulations, and protected company assets which earned the branch, the best compliant in 2013.

Customer Service Representative

(05/2007 to 09/2011)

Welcomed and interacted with customers, ascertained their needs, and offered them great services.

Answered over 50 inbound calls per day and addressed customer queries concerning bank accounts opening processes, products and services. Effectively communicating with customers allowed for the opening of at least 50 accounts per week, which was 70% of weekly target achieved: a very well commended performance.

Proactively reviewed high net worth customer accounts and service histories to identify errors, low patronage through decreased account activities and unaddressed issues, and proffered solutions. This increased customer loyalty and retention to 80% from 50% in about 5 years.

Collected customer feedback every quarter and recommended procedural or product changes to enhance future service and product delivery and implemented process improvements to reduce workloads and bolster callback efficiency.

Consulted with upset customers and resolved their challenges with the help of the various departments concerned. Customer delight ratings went up to 75%.

Cultivated strong value-added relationships with customers by delivering product knowledge to drive business development

Facilitated activities for new hire onboarding and training on procedures and policies and maximized team performance

Educated customers on special pricing opportunities and company offerings.

EDUCATION

Master of Arts: Human Resource Management 05/2020

Webster University St Louis, MO

SHRM-CP (in progress) shrm.org

IHRMP (Professional Human Resource Certification)

Institute of Human Resource Professionals Accra, Ghana (07/2022)

MBA: International Business 06/2013

Kwame Nkrumah University of Science And Technology Kumasi, Ghana

Bachelor of Arts: Information Studies 05/2007

University of Ghana Accra, Ghana

HOBBIES

Research Writing

Networking and socializing

Motivation speaking and Presentation

Travelling

Events Organization

Music and Dance

Watching movies

Trainings Participated

Employee engagement and mentorship

Alternative Dispute Resolution

Workplace diversity initiatives

Superior Customer Service

Leadership

Basic Credit and Writing skills

Negotiation skills

Operations Risk Management and Sustainability

Networking and Customer Retention

EXTRA-CURRICULAR ENGAGEMENTS AND RELIGIOUS ASSIGNMENTS

Choir Executive – March 2019 – To date (House of Divine Glory Church, Gaithersburg- MD)

Choir Executive January 2007 – November 2018

Women's Ministry Organizing Secretary March 2017 – March 2018

Voluntary Church worker January 2013 to date (Holyfire Revival Ministries Church, Takoradi – Ghana.)

First deputy Electoral commissioner September 2005- September 2006 (Mensah Sarbah hall, University of Ghana, Accra - Ghana.)

Women's wing organizing secretary September 2006- September 2007

Choir choreographer September 2004- September 2007

Choir secretary September 2005- September 2006

Choir hall representative September 2004-September 2005

(Campus Christian Family Fellowship, University of Ghana, Accra -Ghana)

Spanish Language Oral class representative September 2004 - September 2005 (University of Ghana, Accra - Ghana)

Cadet (Airforce Basic School) September 1997 - September 1998

Cadet - September 2001 - August 2002

House Prefect September 2001 - August 2002 (Archbishop Porter Girls' Senior High School)

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