Customer Service & HR Operations Specialist

GABRIEL AWUDU

Landover, MD ***** 575-***-**** **************@*****.*** LinkedIn

PROFESSIONAL EXPERIENCE

PepsiCo, Inc. Cheverly, MD

Customer Service Specialist June 2024 – Present

• Handle 100+ inbound customer inquiries weekly, resolving ~85% on first contact by triaging and routing issues with precision across a fast-paced call environment

• Sustain a 95% customer satisfaction rate; consistently rank among top performers on monthly quality reviews by delivering empathetic support on complex and escalated cases

• Surfaced recurring customer pain points to sales and marketing teams, contributing to 3 script and process updates that improved call flow and reduced escalations

• Manage 20+ simultaneous priorities during peak periods, maintaining a sub-2% error rate on case documentation/routing Costco Wholesale Silver Spring, MD

Customer Service Associate November 2023 – May 2024

• Resolved customer inquiries across inbound/outbound calls and in-person interactions, handling returns, price discrepancies, and order fulfillment with a consistent same-day resolution rate

• As Service Coordinator, trained 10+ new hires on systems and procedures, cutting average onboarding time from 2 weeks to under 10 days

• Drove digital coupon and mobile app adoption through proactive customer education, contributing to a ~20% reduction in repeat calls related to promotions

• Produced accurate daily closing reports supporting cashier reconciliation across 15+ registers & inventory controls

• Formally recognized by management two quarters running for exceptional patience and service quality during high-traffic periods

Government of Ghana: Department of Education Accra, Ghana HR Management Associate February 2019 – March 2023

• Supported end-to-end HR operations for 500+ staff across recruitment, onboarding, benefits administration, and personnel records — maintaining zero compliance violations over 4 years

• Led a digitization initiative converting 70% of paper-based personnel files to digital format, cutting average record retrieval time from 2–3 days to under 2 hours

• Managed full-cycle recruitment for 30+ roles annually, reducing average time-to-hire by 3 weeks through streamlined job posting, screening, and interview coordination

• Primary point of contact for employee policy, leave, and benefits inquiries — resolving 95%+ of queries without escalation to senior HR staff

• Coordinated 20+ staff training sessions annually, tracking attendance and compliance records for 300+ employees across multiple departments

EDUCATION

University of Ghana (3.70 GPA First Class Honors) Accra, Ghana Bachelor of Science in Business Administration (Major: Banking & Finance) Conferred September 2016 Key Academic Projects

• Customer Experience Optimization: Analyzed 100+ customer survey responses to identify top service pain points and recommend standardized call scripts, follow-up templates, and escalation procedures to improve service consistency

• Enterprise CRM Development: Collaborated in a 4-person team to build Salesforce CRM features for customer data management and lead tracking; supported workflow analysis, testing, and on-time delivery, earning an A grade SKILLS & INTEREST

SKILLS: Customer Service Operations HR Administration Employee Records Management Recruitment Coordination Onboarding Support Conflict Resolution & De-escalation Salesforce CRM Microsoft Office Suite Data Entry & Documentation Policy & Benefits Support Process Improvement

INTERESTS: Community Service Cooking Modeling (Fashion) Photography Events Planning LANGUAGES: English (Fluent) Ghana Twi (Fluent) GA (Fluent) French (Basic)

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