Customer Service Employee Relations
Resume:
Francine Marguerite Semete Onkol
Baldwinsville, NY 13207
Mobile: 404-***-****
Email: ***********@*****.***
SUMMARY
Highly skilled bilingual professional with over six years of progressive experience in human resources, customer care, electronic payments, and payroll management. Proven track record in delivering value-added services to management and employees, with strong expertise in American and Canadian HR regulations and policies. Known for maintaining professionalism and patience, with a focus on building credible business partnerships and improving employee relations. Proficient in workday and Microsoft Office, with fluency in French and English.
HIGHLIGHTS
• Advanced expertise in HR management and payroll systems
• Strong computer skills including Word, Excel, SharePoint, and Outlook
• Fluent in French and English
• Knowledge of HR regulations in both US and Canada
• Conflict resolution and problem-solving skills
• Reliable with strong work-from-home skills
EXPERIENCE
Bilingual Human Resource Representative, Ryder
August 2022 – Present
• Facilitated onboarding processes and drafted offer letters for new hires
• Managed payroll for Canadian and US employees, including handling pensions and pre- employment checks
• Resolved employee inquiries and issues, collaborating with HR Operations Manager
• Assisted in the development and implementation of HR policies and procedures
• Assisted Canadian and US employees regarding diverse inquiries such as payroll, leave, time correction, and employee relations concerns
Bilingual Specialized Customer Support, Instacart
June 2021 – July 2022
• Provided exceptional service to users via chat, email, and phone
• Resolved support inquiries for shoppers and customers
• Identified trends in support interactions and escalated issues as necessary
• Created and maintained detailed records of customer interactions
• Developed strategies to improve customer satisfaction and retention
• Assisted in the training and onboarding of new customer support representatives Customer Service Representative, Incomm
November 2020 – December 2021
• Managed high volumes of customer inquiries related to financial service cards
• Ensured customer satisfaction through timely and accurate responses
• Investigated and resolved complex customer issues
• Collaborated with other departments to improve customer service processes
• Provided feedback to management on potential areas of improvement Correspondence Analyst Specialist, Incomm
December 2019 – November 2020
• Reviewed and analyzed customer correspondence
• Reported unusual card activity and compliance issues
• Assisted with escalated calls and proactive issue resolution
• Developed and implemented processes to streamline correspondence handling
• Provided training and support to junior analysts Bilingual Customer Service Representative, MarketForce July 2019 - December 2019
• Assisted clients in solving problems and provided exceptional service
• Documented all client interactions promptly and accurately
• Responded promptly to client inquiries and maintained communication logs
• Developed and maintained client relationships through excellent service
• Identified opportunities for process improvements to enhance service delivery Customer Service Representative Bilingual, Incomm
November 2018 – November 2019
• Handled inbound customer inquiries related to financial service cards
• Investigated and resolved customer inquiries regarding their cards
• Assisted with cardholder disputes and account management
• Provided training to new customer service representatives
• Maintained compliance with all company policies and procedures Human Resources Business Partner, DHL, Congo Kinshasa August 2010 – May 2014
• Managed HR functions including recruitment, employee relations, and compliance with HR policies
• Screened candidate resumes and conducted interviews
• Onboarded new employees and maintained employee records
• Prepared and implemented procurement activities, ensuring efficient HR operations
• Developed and implemented HR strategies and initiatives aligned with the overall business strategy
• Bridged management and employee relations by addressing demands, grievances, and other issues
• Managed the recruitment and selection process to ensure hiring of quality candidates
• Supported current and future business needs through the development, engagement, motivation, and preservation of human capital
• Reported to management and provided decision support through HR metrics
• Conducted performance reviews and developed career progression plans for employees English-French Interpreter, Congo Language Line
September 2008 to June 2010
• Provided accurate interpretation and translation services
• Handled phone calls from clients in specific languages, providing accurate interpretation and translation
• Interpreted and translated technical terminology and colloquial language, ensuring effective communication
• Assisted in training new interpreters on best practices and protocols EDUCATION
• High School Diploma, Kinshasa, Congo Democratic, 1997-2001
• Bachelor’s Degree in Law, Kinshasa, Congo Democratic, 2001-2006
• English Certification and Computer Training, Kinshasa, Congo Democratic, 2003-2004
• Human Resource Management Certificate, Kennesaw College of Continuing and Professional Education, May 2018
TRAINING AND CERTIFICATIONS
• Customer Service Training, Incomm, November 2018
• Anti-Money Laundering for Money Service Business Training, Incomm, August 2020
• Compliance US & US Data Privacy Training, Incomm, July 2020
• Anti-Bribery and Anti-Corruption Training, Incomm, August 2020
• Payroll Training, July 2024
I certify that the above information accurately reflects my qualifications and experience. Francine Marguerite Semete Onkol
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