Henna Naseem, BA

916-***-**** adyjha@r.postjobfree.com

Customer Service Representative

Professional 1 Time Management l Microsoft Office l Customer Service l Organization l Team Player l Resourcefulness

Summary

Energetic, results-oriented Customer Service Representative eager to bring strong administrative and customer service skills to a growing company in need of top-level support. Excellent organizational, communication, customer service, and relationship building skills. Articulate and friendly with a professional demeanor. Provided the administrative and customer service support to ensure smooth operations of the organization. Supports managers and employees through organization and communication. Ability to handle sensitive information in a confidential manner. Also, administrative writing skills, analyzing information, supply management, and inventory control. Possess a B.A. in Human Resources, certificate in Accounting and Secretarial training, and expertise in Microsoft. Ability to critically think and implement ideas will help your company reach more consumers and expand its outreach. Looking to leverage my knowledge and experience into a role as a Human Resources Management.

Qualifications/Qualities

Customer Service Experience (36 years)

Filing Systems Development

Office Procedures Coordination

Client Relations

Cost Containment & Control

Accounts Payable/Receivable

Training and Coaching

Creative Problem-Solver

Proposals, Quotes & Invoicing

Strong Interpersonal skills

Organizational Skills

Hard Worker

Team Player

Meets Deadlines

Ability to Multi-Task

Time Management Skills

Excellent Customer Service

Financial Accounting

Work Well Under Pressure

Speaking Skills

Telephone Skills

Supply Management

Dependable

Attention to Details

Family and Medical Leave Act (FMLA)

Strong Communication Skills

Excellent Listening Skills

Quick Learner Honest and Loyal

General Administrative Support

Computer literate

Disciplined and flexible problem-solving approach that balances business goals with employee needs.

PROFESSIONAL KNOWLEDGE AND EXPERIENCE

University of Phoenix, Sacramento, California, Education provider in different fields 4/2012 – 4/2018

Graduated – Bachelor of Science in Business with a concentration in Human Resource Management

Learned to develop new business initiatives, foster employee engagement, mobilize talent, and management of budget. HR transformation into a true strategic business partner in the aftermath of an end-to-end HR restructuring. Championed HR vision while forging sustainable HR infrastructure, systems, processes, and practices. Oversee budget and staff. Manage and support internal change, restructuring, and absent leadership. Supported corporate repositioning, guiding recruitment of professional staff. Create staff models and recruiting strategies to meet organization or department’s unique requirements. Create and implement hiring policies, procedures, systems, and technologies to support organization’s long-term growth and expansion. Manage staffing and onboarding for administrative, customer service, sales, and organization personnel.

Recruitment: Manage the recruitment process for employees using standard recruiting and hiring practices and procedures necessary to recruit and hire a high-quality workforce.

Leadership Skills: Able to direct a staff and oversee the operations of the department. Able to coordinate work activities and ensure that workers in the department complete their duties and fulfill their responsibilities.

Training and Development: Provide necessary education and materials to managers and employees including workshops, manuals, employee handbooks, and standardized reports. Maintain mandated employee training records. Schedule new employee orientation and related training.

Compliance and Reporting: Knowledge of complying with existing governmental and labor legal and government reporting requirements includes any related to the Equal Employment Opportunity (EEO), the American With Disabilities Act (ADA), the Family and Medical Leave Act (FMLA), Employee Retirement Income Security Act (ERISA), the Department of Labor, Worker Compensation, the Occupational Safety and Health Administration (OSHA), and so forth Ensures minimal company exposure to lawsuits. Performs records keeping and reporting functions, including file maintenance, incident/injury reporting and record keeping, ensuring compliance with mandatory training, reporting, and audits.

HR Organization Leadership: As an organization’s HR Manager Direction for HR professionals in staffing, recruiting, benefits, employee compensation, training, leadership development, succession planning, onboarding, and regulatory compliance. Heavy emphasis on leading through rapid HR change and transformation programs.

International HR Launch: Created HR organizations – recruitment, staffing, onboarding, and training – for both expatriates and local national hires.

Organization Transformation: Operational change essential to reduce HR cost. Facilitate redesign of core business operations, including site closures and fast-track expansion.

Organizational Development: Knowledge of monitoring the organization’s culture to support the attainment of the company’s goals and promote employee satisfaction. Assist with the company’s wide programs including the wellness, training, environmental health and safety. Assist with employee communication and feedback through such avenues as company meetings, suggestion programs, employee satisfaction surveys, newsletter, employee focus groups, one-on-one meetings, and Intranet use.

Workforce Planning and Development: Systematically identified and analysis of what an organization is going to need in terms of the size, type, and quality of workforce to achieve its objectives. Determined what mix of experience, knowledge, and skills are required, and it sequences steps to get the right number of right people in the right place at the right time.

Post-Acquisition HR Integration: Streamline integration of different systems of the organization, help organizations to expand. Ensure strategic alignment of HR with new business objective and minimized business interruptions through execution of workforce integration plans.

HRIS Technology: Knowledge of transitioning from outdated HR systems into a fully integrate HRIS platform. Instantly improve analysis, reporting, and planning capabilities while streamlining daily HR functions.

Employee Relations: Knowledge of introducing proactive employee relations and communications programs to resolve previous labor and management issues and restore the creditability and employee-centric focus of the HR organization. Partner with management to communicate HR policies, procedures, programs, and laws. Handle labor complaints between employees and management, and coordinate grievance procedures. Advises managers and supervisors regarding the steps in the corrective action system of the company and counsels managers on employment issues. Establish a positive employer-employee relationship and promote a high level of employee morale.

Career Coaching: Knowledge of rolling out the company’s first HR shared services center for delivering internal coaching services. Help people develop their career goals. Even if someone is unsure of their career goals. Help people determine where they would like their career to go and develop plan to achieve the goals.

Workforce Expansion: Knowledge of ramping up organization’s new employees in short time.

Workforce Integration: Knowledge of integrating staff in the aftermath of acquisitions, steering flawless workforce assimilation into core business operations. Contribute to profitable turnaround.

HR Operations: Consolidate HR functions into a single consolidated organization to manage all generalist affairs. Train and supervise HR assistants.

General Administrative Support: Managed, maintained employee records, employee recognition, answered phones, and office management tasks as needed.

Benefits Administration: Knowledge of providing day-to-day benefits administration services. Assist employees with any claim issues. Administration of 401 (k) plan and complete yearly compliance reporting. Administration of disability and worker’s compensation claims. Establish employee account and manage employee and employer contributions.

Decision-Making: Able to balance the strengths and weaknesses of different options and decide the best course of action. Best decisions which have a significant impact on operations or workers, such as deciding whether to hire an employee.

Organizational Skills: Able prioritize tasks and manage several projects at once. Ability to use time, energy, resources in an effective way to achieve the goals.

Speaking Skills: Strong speaking skills to give presentations and direct the staff. Clearly communicate information and instruction to the staff and others

Interpersonal Skills: Strong interpersonal skills to interact regularly with people and collaborate on teams and develop positive working relationships with colleagues.

Sacramento City Unified School District l Sacramento, CA l Different Grade Levels and Schools 9/2014 - Present

School Office Manager (Substitute)

Communicate with students, parents, and public to explain policies, procedures and regulations related to school functions and programs; make decisions related to procedural matters using established guidelines.

Basic Functions: Answer phones, verify student attendance, answer phones, and administer first aide and authorize medication to students. Help with organizing student files.

Computer Operations: Operate computer and related software to input, output, update, and access to variety of records and information. Operated standard office equipment

Sacramento City Unified School District l Sacramento, CA l Rosemont High School 05/2013 – 6/2014

Attendance Technician (Substitute)

Performed complex duties related to the preparation and maintenance of accurate student attendance records, permanent records, and cumulative folders; prepared and submitted reports for ADA purposes; provided work direction to student assistants.

Customer Service: Received and answered inquiries regarding student attendance and permanent records; communicate with students, parents, faculty, administered, and authorities regarding attendance, discipline, truancy, suspensions, and permanent student records. Interacted with parents, venders, staff, visitors, and other public to provide information in response to inquiries regarding our classes, and services, and handled resolved complaints. Responsible for determining the customers’ issues, offer possible solutions or provided follow-up as needed

Attendance Responsibilities: Performed routine duties related to the preparation and maintenance of accurate student attendance records. Issued admittance slips and early dismissals to students.

Supervision and Training of Student Assistance: Provided work directions to student assistants.

Maintained Student Records: Organized and maintained attendance records, and related student information including emergency cards information. Performed a variety of related clerical duties including file maintenance, operated a computer and related software to input, output, and updated records and information

Prepared Attendance Reports: Compiled information, prepared, and submitted reports for local, state and other ADA purposes.

Abilities: Establish and maintain cooperative and effective working relationships with others meet schedules and time lines, perform computational tasks with speed and accuracy. Communicate effectively, orally and in writing. Understand and follow oral and written directions. Complete work with interruptions. Operated computer, scanner, copy machine, fax machine, related software, and standard office equipment. Interpret, apply, and explain rules, regulations, policies, and procedures.

Arden Towne Apartments l Carmichael, CA l Rental Property 7/2011 – 4/2013

Apartment Manager

Found tenants, kept the properties in good shape, managed budgets.

Tenant Management: Answered phones and showed available apartments to prospective tenants. Marketed and advertised open units, screened tenants, handled and processed leases and paperwork including credit, background checks, and timely move-ins. Completed move-in procedures accordance with the company’s and community’s established policies and procedures. Performed apartment move-ins and move-outs. Collected rents, security deposits, and issued receipts. Issued verbal warnings, fines or eviction notices when tenant breached the terms of a lease.

Customer Service:

Interacted with customers to provide information in response to inquiries regarding our apartments and services

Handled and resolved complaints.

Determined client’s issues, offered possible solutions or provided follow-up as needed.

Resolved customer’s service or billing complaints by performing activities, such as repairs, cleaning, pest control, and water issues.

Refunding rent money and adjusting bills.

Maintained rental records and monthly statements

Issued rent receipts

Handling Complaints/Emergencies: Dealt with maintenance requests, noise complaints, parking complain, and other emergency situations. Enforced property rules and regulations. Mediated disputes between neighbors.

Maintenance and Repairs: Checked for leaks, landscape, and prevented property maintenance to keep it functional in top condition, maintained to keep tenants happy and attract new tenants. Ensured that rental units are compliant with local and state building codes. Issued parking permits and managed the upkeep of amenities, such as swimming pools and laundry rooms.

Supervising Responsibilities: Supervised maintenance crew, contractors, and ground keeping personnel.

Finances: Assumed responsibilities to keep property maintenance costs within a landlord’s budget and oversee day-to-day accounting matters.

Maintained Records: Maintained property records, such as signed leases, inspections, maintenance requests, complaints, repairs, rent collections and insurance costs.

Sacramento City Unified School District l CAJ Skills and Business Education Center l Sacramento, CA 8/2003 – 6/2011

Account Clerk II

Performed routine, accounting clerical work to support accounts and budgets for assigned programs.

Receptionist Duties: Managed front desk area, including greeting visitors, and responding to telephone and in-person requests for information. Served as a central point of contact for all outside vendors needing to gain access to the building. Dispensed incoming mail to correct recipients throughout the office. Made copies, sent faxes, and handled outgoing correspondence.

Customer Service:

Responded to high-volume phone calls and maintained daily direct and indirect customer relations including acting as point of contact when customers called in, providing company information.

Forwarded appropriately based on needs.

Facilitated customer satisfaction through immediate resolution of conflicts for strengthened client retention and loyalty.

Drove customer loyalty initiatives and productivity gains through effective and efficient customer relationship management.

Administrative Support: Provided high-level administrative support and managed organizational policies and procedures.

Drove customer loyalty initiatives and productivity gains through effective and efficient customer relationship management.

Accounting Responsibilities: Processed financial information including books and program sales, reconciled cash register, verified accuracy of the data, prepared deposits, operated a computer and related software to input, output, and updated, access records and information, generated records, reports, and summaries. Performed functions related to cashiering such as, operated cash register and credit card machine. Recorded, balanced, prepared daily bank deposits of bookstore according to established procedures, and prepared sales reports

Sacramento City Unified School District l Fremont School for Adults l Sacramento, CA 08/2001 – 7/2002

Office Technician III

Performed different, complex clerical and technical duties required specialized knowledge and independent judgement action within a specific office functional area or provided sole clerical support for an assigned area or program. Involved frequent and responsible public contact; provided for proper input and output of a variety data.

Administrative Duties: Performed diverse, clerical and technical duties requiring specialized knowledge and independent judgment. Answered telephones and customer service questions regarding classes and programs school offered. Assisted and registered students, helped students with preparing resumes, cover letters, and interview techniques. Conducted orientations regarding programs and services offered at school.

Customer Service: Received and answered inquiries regarding the program from parents, faculty, administrator, curriculum, schedules, requirements, and other issues. Responded to phone calls, e-mails, and other communications.

Sacramento City Unified School District l Old Marshall School for Adults l Sacramento, CA 1/1998 – 7/2001

Office Technician II

Performed routine, complex clerical duties to support school; prepared and maintained logs, files, and records. Clerical support duties involved independent judgement in the interpretation and application of school and district policies and procedures.

Customer Service: Provided excellent customer service by establishing positive relationships with district personnel, representatives from external organizations, and others; responded phone calls, e-mails, letters, and other communications. Greeted students, staff, and public and provided information and directed inquiries to the appropriate person or office; made phone calls to request, provide or verified information; interpreted the goals of the school or department to others and to the public.

Presentations: Conducted weekly presentations and provided information regarding our services.

Enrollment: Enrolled new trainees into our program.

Workshops: Conducted resume preparation and interview techniques’ workshops.

Counseling: Provided counseling related to personal issues, stress management, adjustment issues related to jobs and training, job retention, and provided insight into responsible behavior and attitudes. Documented monthly student counseling sessions and reported to supervisor and school principle. With my counseling skills I helped students shape their future and changed their outlook on life and ability to succeed. Because I was dealing with so many students, I kept a log book and individual files to record notes from each meeting. The notes included the student's goal list and the steps the clients completed to reach those goals. The information was disclosed to the supervisor, school principal, and other staff members. Kept the notes on each student file clear enough for other staff members to read and understand.

Case Management: Collaboratively assessed, planned, facilitated, evaluated, and provided options and services to students to meet their needs through communication and available resources to promote quality, cost-effective outcomes. Provided intensive advising to students who were at risk of dropping out and connected them to services to address their academic and nonacademic needs. Regularly monitored services and follow-up with students as needed to improve their educational outcomes. Monitored student academic performance and attendance; raising the expectations for students in setting educational and career goals and provided advice regarding postsecondary options. Improved student engagement in school; reduced the incidence of at-risk behavior and developed conflict resolution skills. Addressed family issues or concerns; and referred students to community resources for further assistance.

Assessments: Assessed and evaluated students continuously. Provided assistance to students in continuing their education and entering into additional training; and connected with community services necessary for successful transition from school to work. Used aptitude and achievement assessments, to help students evaluate their interests, skills, abilities, and values. Evaluated students’ background, education, and training to help them develop realistic academic and career goals developed a plan to achieve them. Helped students’ learn job search skills, such as interviewing and networking.

Reports: Submitted written reports and evaluations as needed to supervisor and school principle.

Administrative Duties: Typed letters, memoranda, reports, and other materials. Assisted supervisor with clerical, technical, and routine administrative tasks; facilitated communication among staff, students, district personnel, and others. Distributed incoming and outgoing mail.

Office Supplies: Maintained office supply and material inventory of the department.

Sacramento City Unified School District l Freeport Elementary School l Sacramento, CA 3/1996 – 12/1997

School Office Manager

Performed diverse, school office management duties to assist the Principal and staff with routine administrative tasks; performed public relations acted as a liaison for the Principal; utilized various computer programs; and coordinated the workflow of the school office. Implemented administrative systems, procedures, and policies, and monitored administrative projects.

Administration: Provided administration support for the school and ensured school administration staff are organized. Directed, trained, developed, and appraised to meet those requirements to support and facilitate the curriculum delivery. Completed procedures for coordination of different demands and uses of school site and facilities including promoting school facilities and costing of lettings. Organized supply teaching and supporting staff provision for planned and unplanned absences. Updated office procedures to reflect current practices and embraced new technologies. Assisted the Principal with specific administrative tasks as and when required. Inputted attendance, accounting, and budget data.

Recruitment: Assisted in recruiting and scheduled interview appointments

Maintained Scheduling and Event Calendars: Scheduled and confirmed appointments for parents, students, staff, and customers. Arranged for repairs when equipment malfunctioned.

Typing: Typed letters, memorandums, flyers, meeting minutes, and other correspondences.

Customer Service: Provided excellent customer service by establishing positive relationships with district personnel, representatives from external organization, and others. Received and answered inquiries; communicated with students, parents, faculty, administrators, and others regarding the district, curriculum, schedules, requirements, and other issues. Responded to phone calls, e-mails, letters, and other communications.

Organization: Greeted visitors or callers and handled their enquiries, directed them to the appropriate persons according to their needs. Ensured the effective operation of the school office, so that all visitors, staff, and students are greeted in a friendly and appropriate manner, their enquiries are dealt with promptly and they are directed to the appropriate person and location. Managed and oversee entry and exit procedures to and from the school for all staff, students, parents, and visitors. Assisted school staff in the organization of events.

Finance: Performed budget, accounting work and student body funds. Collected cash for different events. Reconciled the school funds and reconciled bank deposits and bank statements.

Mail: Received, sorted, and distributed mail. Prepared outgoing mail for processing. Maintained filing system and storage.

HR and Support: Co-ordinated and managed the completed induced process for new staff to the school and also oversee the administration processes involved when a staff member left.

Resources: Operated relevant equipment and computing software such as MS Office, Outlook, and Google Chrome etc. Maintained office supplies for the office and teachers.

Management: Held regular team meetings with office staff to address any issues arising and to bring these to an acceptable conclusion. Co-ordinated the office team and responsible for specific aspects of the performance management and professional development for the office team.

General: Complied with policies and procedures relating to child protection, equal opportunities, health safety, and security, confidentiality and data protection; reported concerns to appropriate staff. Participated in training and other learning activities as required to participate in appraisal and professional development. Ensured the quality of work complied with current legislation and standards. Verified student attendance and prepared student attendance reports. Processed registrations, enrollments, and prepared cum folders for permanent records. Processed monthly certificated and classified absence reports

Support for Parents: Assisted parents, careers, and other stakeholders with inquiries. Performed reception duties, such as answered telephone calls and face to face enquiries, as required.

Sacramento City Unified School District l Accounting Services Department l Sacramento, CA 9/1989 – 2/1996

Account Clerk II

Performed routine accounting clerical work in support of accounts and budgets for assigned programs. Monitored department budget and performed specialized duties in support of accounting areas, such as prepared accounting reports and provided input to the City’s financial statements.

Accounting Responsibilities: Maintained and reconciled district’s cash revolving and alternative cash revolving funds.

Maintained Student Body and Body Cash Funds: Maintained and reconciled Student Body and Petty Cash Funds. Prepared bank deposits, maintained daily checks log, and reconciled monthly bank statements. Maintained and reconciled accounts receivable, accounts payable, prepared trial balance, and income tax reports. Prepared annual budgets and monitored disbursements to accounts.

A & B Asphalt Sealing Company l Sacramento, CA 1/1986 – 6/1988

Bookkeeper, Payroll Clerk, and Officer Manager

Performed basic functions of bookkeeping, created financial transactions and created financial reports from that information. The financial transactions created posting entries to accounting journals or accounting software from such source documents as invoices to customers, cash receipts, and supplier invoices. As a bookkeeper also, reconciled the accounts to ensure their accuracy. Other responsibilities issued financial statements and maintained annual budgets. Provided clerical and administrative support to management as requested.

Bookkeeping Responsibilities:

Customer Service: Provided excellent customer service at every level to satisfy customers, made employees happy and productive, motivated employees, attracted and retained talent, and built company’s positive reputation.

Administrative Support: Provided high-level administrative support and managed organizational policies and procedures.

Financial Reporting: Distinguished performance maintained timely and accurate financial reporting; including accounts payable and receivable.

HR Duties: Prepared new employee packages, processed termination papers, handled benefits information, created HR forms, explained complained company policies, and procedures to employees. Handled recruitment tasks, posted job openings, reviewed resumes, called candidates, and scheduled interview.

Supervision: Supervised two clerical staff that helped with basic tasks. Assigned tasks to organize work flow and verified accuracy of work.

Typing: Typed contracts, letters, and correspondences with speed and accuracy.

Accounts Receivable: Issued invoices to customers services, entered into the proper accounts in accounting system. Collected sales taxes from customers and payroll taxes from employees. Ensured that receivables are collected promptly to maintain good cash flow and liquidity. And recorded cash receipts and conducted periodic reconciliations of all accounts to ensure their accuracy. Once a month, prepared customer statements and sent out and contacted customer with past-due invoices to make payment arrangements.

Accounts Payable: Entered bills and paid suppliers invoices in timely manner, took reasonable discounts on supplier invoices, and paid debts when due for payments. Made credit card payments to vendors and maintained petty cash account. Monitor debt levels and compliance with debt covenants. Remitted government sales and payroll taxes to the government.

Payroll: Processed payroll in timely manner. Received employee time sheets, entered into the payroll journals. Processed and computed wages and deductions and posted payroll records. Reviewed wages computed, corrected errors to ensure accuracy of payroll, and sent reports to an outside accountant. Paid salaried employees reconciled paid commissions, reimbursed employee expense reports and processed wage garnishments.

Banking: Prepared bank deposits of payments received from customers and other sources, then entered the payments into the accounts receivable system. Reconciled the company’s monthly bank statements, researched and corrected any discrepancies. Reconciled monthly bank statements for different bank accounts and monitored cash flow. Received the credit card payments, reconciled and monitored.

General Ledger: Entered information into and reconciled

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