Customer Service Human Resources

Ketia Fequiere

718-***-**** • Lake Worth, FL ****3

• ********@*****.*** •

Business Management Human Resource Management Talent Acquisition Management Self-motivated, adaptable, creative, and dynamic professional Human Resource Generalist/ Specialist seeking opportunities to grow within a company after over 15 years of experience in the customer service/ management field with recent experience in the Human Resource field. Possess strong interpersonal, and superb communication skills, excellent problem-solving skills, a strong sense of focus, task-oriented, and significant ability to lead and manage a team of people. Focused on building fantastic employee relationships, identifying their/ the company’s needs, quickly resolving issues, and ensuring business needs are met. AREAS OF EXPERTISE

Employee Onboarding Employee Retention

Human Resources

Team Building & Training

Talent Acquisition

Business Management

Crisis Resolution

Technical Expertise

PROFESSIONAL SKILLS

• Mastery of Microsoft Office (Word, Excel, PowerPoint) and Google Suite (Docs, Sheets, Slides).

• Skilled in Business Management.

• Experienced in Training and developmental skills

• Time Management Skills

• Expert in Decision Making

• Excellent communication skills with a focus on team-building and customer/client relations.

• Outstanding organizational, multitasking, and problem-solving abilities.

• Scheduling Skills

WORK EXPERIENCE

Paybotic 7/2022- 8/2023

Human Resources/Talent Acquisition Coordinator

• Maintained accurate and up-to-date human resource files, records, and documentation.

• Answered frequently asked questions from applicants and employees relative to standard policies, benefits, hiring processes, etc.; refers more complex questions to appropriate senior- level HR staff or management.

• Maintained the integrity and confidentiality of human resource files and records.

• Performed periodic audits of HR files and records to ensure that all required documents are collected and filed appropriately.

• Provided clerical support to the HR department.

Ketia Fequiere 718-***-****

• Assisted with planning and execution of special events such as benefits enrollment, organization- wide meetings, employee recognition events, holiday parties, and retirement celebrations.

• Conducted or acquired background checks and employment eligibility verifications.

• Processes the onboarding of new hires into the HRIS

• Performed new hire orientation

• Reviewed, tracked, and documented compliance with mandatory and non-mandatory training, continuing education, and work assessments. This may include safety training, anti-harassment training, professional licensure, and aptitude exams and certifications.

• Assisted with recruiting and the interview process

• Facilitated the hiring of qualified job applicants for open positions.

• Collaborated with departmental managers to understand skills and competencies

• Performed other duties as assigned.

New Directions for Young Adults 09/2021- 06/2022

Human Resource Representative/Program Scheduling Coordinator

• Responsible for managing 60+ Client accounts in the Behavioral Health industry while ensuring quality service.

• Plan and manage recruitment and selection of staff

• Plan and conduct new employee orientation

• Identify and manage training and development needs for employees

• Develop and implement human resources policies and procedures

• Administer HR policies and procedures

• Implement and monitor performance management system

• Handle employee complaints, grievances and disputes

• Administer employee discipline processes

• Implementing and managing a complex scheduling system for our staff and students.

• Scheduling and managing staff and students/clients’ calendars

• Schedules change on a regular basis as our company grows and we accept more students/ clients and hire additional staff.

Law Office of Kanner & Pintaluga 11/2020 – 05/2021 Legal Case Manager

• Assisted attorneys with all aspects of case management, including docketing deadlines, billing, and providing reminders as necessary

• Responsible for managing 45+ accounts in legal industry while ensuring quality service.

• Organized and maintained all case files, and information concerning engagement, whether electronic or paper, in accordance with the law firm policies

• Conducted legal research to obtain documentation regarding health insurance, social security, medical records, and medical providers

• Drafted legal documents for attorney review

• Reviewed legal documents to ensure adherence to all legal and state requirements

• Communicated case status with clients and outside counsel as requested

• Developed processes and systems to ensure client satisfaction

• Promptly respond to customer inquiries in person or via phone, email, mail or social media.

• Maintained financial accounts by processing customer adjustments timely and professionally.

RJM Custom Homes– West Palm Beach, FL 02/2017 - 11/2020 Customer Service Manager

• Maintained a positive, empathetic and professional attitude toward customers at all times.

• Responded promptly to customer inquiries.

Ketia Fequiere 718-***-****

• Communicated with customers through various channels.

• Acknowledged and resolved customer complaints.

• Kept records of customer interactions, processed customer accounts and filed documents.

• Collaborated with team to quickly resolve customer complaints with appropriate action.

• Effectively managed approximately 100 incoming calls daily.

• Provided feedback on the efficiency of the customer service process

• Ensured customer satisfaction and provide professional customer support Red Hawk Fire & Security – Boca Raton, FL 06/2015 - 02/2017 System Administration Coordinator

• Entered work contracts in the System Database

• Executed Company procedures and systems to maximize operating efficiency and system controls

• Produced accurate monthly reporting and metrics

• Ensured Sales handoff documentation form was accurate and complete

• Closed out projects in system

• Other duties and responsibilities as assigned by District Managements EDUCATION

Capella University- Minneapolis, MN

Master of Science in Human Resource Management- Currently Enrolled Capella University - Minneapolis, MN

Bachelor of Science in Business with a concentration in Business Administration, March 2021 Human Capital Institute-

Strategic Talent Acquisition Certificate, May 2023 AIHR Academy-

Certified Talent Acquisition Specialist, April 2023 Certified Compensation and Benefits Professional, August 2022 Certified HR Generalist, August 2022

Certified HR Organizational Development Practitioner, August 2022 LANGUAGE COMPETENCIES

• English: Native language

• Creole/Haitian: fluent (speaking, reading, writing)

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