Hr Generalist Customer Service

Hafsa Yusuph

077*******— adwdzn@r.postjobfree.com — LinkedIn.com/in/hafsa-yusuph

ACADEMIC HISTORY

Makerere University Business School – MA Human Resource Management (2012)

Conducted a thesis on Training Needs Assessment

Minored in Psychology

Makerere University Kampala – BA Secretarial Studies (2003)

Resource Team Uganda – Continuing Professional Development (Personal Development Program) Languages spoken

English

Swahili

Other local languages (Luganda & lusoga)

HUMAN RESOURCES PROFESSIONAL

I am a Human Resource Professional passionate about industrial psychology with over six year’s work experience and key interest in immigration and work permit processing, recruitment and selection, performance management, HRM systems, career guidance and development i.e., capacity building, staff program implementation, technical systems and HR analytics.

CAREER OVER VIEW

Human Resource Initiatives: Learning and development, starting a HR department to operational model

(contract formulation, clear policies and procedures are followed, exit and separation etc.)

Change Management: Organizational development and corporate transformations.

Core Competencies: Disciplined, flexible, problem-solving approach that balances business goals with employee needs, strong interpersonal & communication skills with ability to demonstrate discretion, integrity while dealing with confidential information. PROFESSIONAL EXPERIENCE

SERVICE COPS LIMITED, Kololo- Kampala October 2019 to November 2022. Human Resource Officer – Full HR generalist with a Fintech Company with over 150 employees from recruitment and selection, staffing, training and development, pay roll and welfare, compensation and employee relations

Supported in the formation & Implementation of the human resource manual, guidelines and other policies such as sexual harassment, internship, code of conduct & relationships.

Handled employee grievances and disciplinary issues

Formatted, developed & coordinated performance and evaluation exercise

Handled employee relations and ensured right staff counseling was given

Developed & implement HR strategies to improve good working conditions, staff well – being and compensation

Developed a training plan, schedule & shared it with the line manager to manage staff trainings

Supported risk & compliance department in the formation of documentation for the company.

Dealt with employee contracts & deployment

Coordinated the pay roll and welfare benefits including medical and GPA insurance for all

Custodian of records and file management

Handled and management the exit and separation process in accordance with HR policy

SERVICE COPS LIMITED, Kololo- Kampala August 2017 to October 2019. Client Relations Officer – Client support for all our customers by rectifying issues experienced by them as well aim at improving the organization’s over customer satisfaction at all levels.

Build positive and productive relationship with clients for business growth

Scheduled regularly meetings, discussions, teleconferences and visit client offices to strengthen the relationships

Understood client needs and customize existing business programs to meet their needs

Informed clients about company products, services and promotions

Provided client support and handled client communications effectively.

Managed and closed client businesses to achieve profitability

Maintained existing client and generate new clients to achieve revenue goals

Addressed client concerns promptly and professionally

Ensured that client requests are handled timely and accurately

Developed new strategies to improve client satisfaction

Maintained up to date knowledge about company products and services

Accomplished the sales and retention goals for clients

Telephone management

World Vision Uganda, Nakasero- Kampala August 2005 – February 2009 Human Resource Assistant – Assist HR Manager with recruitment & selection, record management, employee relations and pay roll

Supported the HR Manager & HRO with welfare and benefits on the issues related to salaries and review processes

Supported all internal and external HR related inquiries or requests

Maintained digital and electronic record management of employees

Served as a point of contact for staff and vendors

Assisted with the recruitment and selection process of identifying candidates by performing reference checks, and issuing employment contracts

Assisted with performance management procedures

Scheduled meetings, interviews, HR events and maintained agendas accordingly

Coordinated training sessions and seminars

Performed training sessions and seminars

Performed orientations and updated records of new staff accordingly

Completed exit and separation procedures

World Vision Uganda, Nakasero- Kampala November 2004 – July 2005 Receptionist – Handled a variety of administrative tasks from phones, receiving visitors to preparing meetings and trainings of both staff and stakeholders, sorting and distributing mail and making travel arrangements

Greeted clients and visitors with a positive and helpful attitude

Assisted clients in finding their way around the office

Announced clients as necessary

Helped and maintained workplace security by issuing, checking and collecting badges as necessary and maintained visitor’s log

Assisted with a variety of administrative tasks including copying, fax, taking notes during meeting and making travel plans for staff

Answered, forwarded and screened phone calls

Sorted and distributed mail

Provided excellent customer service

Scheduled appointments on behalf of the executives Office Manager—Top Notch Concepts (2013–2015)— Handled all administrative and HR duties —recruitment, staffing, payroll, general office management, record management, training, compensation, benefits, employee relations— with 20 employees.

Human Resources Associate (2015–2017)

Worked as Human Resource Assoicate for a consultancy firm (Learn Enterprise Kampala) and handled a variety of duties from recruitment and selection, performance evaluation and training and development. CHARACTER REFERENCES

1. Osbert Muganga

General Manager

ServiceCops Limited

Email: adwdzn@r.postjobfree.com

Cell: +256*********

2. Johnmark Luyima

Head IT

Service Cops Limited

Email: adwdzn@r.postjobfree.com

Cell: +256*********

3. Dr. Sam Luzobe

Senior Human Resource Management Consultant

Learn Enterprise Limited

Email: adwdzn@r.postjobfree.com

Cell: +256*********

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