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HR BPO Resume Example

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HR BPO
  • https://www.linkedin.com/in/irvingosuna/
Professional Summary

I am seeking a position that will allow me to help serve and greet customers during their visit. I would also like to help the bank by establishing a bigger clientele and make sure goals are not just met but also exceed expectations. Also, I would like to help further establish a better relationship with any Spanish-speaking clients by providing them with any help by interpreting and helping resolve any concerns they may have. Experienced [Job Title] with over [Number] years of experience in [Industry]. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits. Enthusiastic [Job Title] eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of [Task] and [Task] and training in [Skill]. Motivated to learn, grow and excel in [Industry].

Skills
  • Coordinating site operations
  • Complaint resolution
  • Data entry
  • Technical support
  • Computer proficient
  • Administrative support
  • MS Office proficiency
  • Training development aptitude
  • Staff education and training
  • Warehousing functions
  • Quick learner
  • Operations Support
  • Safety and compliance
  • Order picking and processing
  • Loading and unloading
  • Customer-oriented
  • Exceptional time management skills
  • Record keeping strengths
  • Valid NC driver's license
  • OSHA requirements knowledge
  • Certified pallet jack operator
  • Physically fit and agile
  • Warehouse and manufacturing operations
  • Excellent sense of direction
  • Excellent time management
  • Detail-oriented
  • Event planning
  • Employee relations
  • Performance evaluations
  • Fluent in Spanish
  • Customer relations specialist
  • Operations management
  • Data analysis
  • Project management
  • Data collection and analysis
  • Report generation
  • Business Administration
  • Natural leader
  • Results-oriented
  • Warehouse operations oversight
  • Strategic partnerships
  • Staff management
  • Strategic planning
  • Employee relations and conflict resolution
  • Public speaking
  • Data management
  • Information verification
  • Scheduling
  • Process monitoring
  • Program leadership
  • Eligibility review
  • Incident reporting
  • Service prioritization
  • Rapport building
  • Document scanning
  • Patient assessment
  • Cultural awareness
  • Client relationship management
  • Volunteer tasking
  • Volunteer coordination
  • Relationship building
  • Program development
  • Volunteer orientation and on-boarding
  • Proficient in Office 365, Salesforce,
  • Customer service
Work History
HR BPO, 01/2015 to 04/2015
Aon Hewitt – Charlotte, NC
  • Answered and directed [Number] outbound and inbound phone calls per day.
  • Administered compensation, benefits and performance management systems and safety and recreation programs.
  • Managed and archived quality documentation and participated in internal and external quality audits.
  • Worked with [Job title] to resolve [Type] problems, improve operations and provide exceptional customer service.
  • Maintained regular contact with clients and identified opportunities to deliver added value to client relationships.
  • Developed standard operating procedures and document workflows for current and future process steps.
  • Developed, updated and maintained database of existing and potential customers in [Software].
  • Investigated and resolved customer complaints to foster satisfaction.
  • Conducted training and change management processes to improve operations.
  • Received incoming calls and messages and addressed or triaged phone requests.
  • Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele.
Driver, 08/2015 to 09/2016
Ajilon – Charlotte, NC
  • Updated personal logs and business tracking documents accurately and according to schedule requirements.
  • Answered, scheduled and responded to reservation calls at specific times and locations.
  • Generated consistent referrals and repeat business by providing friendly and fast service.
  • Coordinated efficient routes to avoid delays and optimize schedules.
  • Coordinated efficient merchandise loading and unloading to keep up with tight schedules.
  • Kept management looped in on daily activities by updating [Software] logs with information such as mileage, gas use and any special incidents.
  • Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads and avoiding dangerous driving actions.
  • Delivered goods and products to customer on time and in excellent condition.
  • Delivered employees and materials to job sites [Number] times per day.
  • Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
  • Upheld high standards of professionalism and discretion when working with high-value clients.
  • Loaded and secured items in trucks to avoid damage to parcels during delivery.
  • Verified over [Number] daily deliveries against shipping instructions before delivering to customers.
  • Maintained accurate logs of all deliveries, including [Type] and [Type] information.
Bilingual Customer Service Representative, 11/2016 to 04/2019
Crisis Assistance Ministry – Charlotte, NC
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Pursued opportunities to boost company profile with customers by providing exceptional support.
  • Tapped cultural knowledge and relationship-building skills to assist customers with explaining issues.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Managed numerous translation requests each day with positive and upbeat communication style to uncover and handle customer needs.
  • Compiled customer feedback and recommended service delivery improvements to management.
  • Filled out [Type] forms and related documentation to assist callers with obtaining required services and resolving issues.
  • Helped achieve [Result] by translating customer paperwork and company documentation.
  • Described and explained details about over [Number][Product or Service] options to inform customers and guide purchasing decisions.
  • Processed orders, credits and tracked returns.
  • Identified and responded to customer requests and concerns through email, online chat and phone for both English and [Type]-speaking customers.
  • Updated and maintained information in customer accounts for [Number] customers.
  • Communicated with management when customer issues escalated and worked to find resolutions.
  • Answered up to [Number] calls per day in busy, fast-paced office for both English and [Type]-speaking customers.
  • Helped [Number] customers every [Timeframe] by approaching conversations with positive attitude and [Action].
  • Tracked and expedited orders when necessary.
  • Accurately detailed customer concerns and problems as well as resolution outcomes.
  • Collaborated with team members to increase call volume efficiency and improve processing outcomes.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Maintained expertise in business [Language] to help [Type] customers navigate company systems.
  • Entered customer interaction details in [Software] to track requests, document problems and record solutions offered.
Furniture Bank Operations Manager, 04/2019 to 01/2020
Crisis Assistance Ministry – Charlotte, NC
  • Managed and archived quality documentation and participated in internal and external quality audits.
  • Received incoming calls and messages and addressed or triaged phone requests.
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Generated new donation leads through direct donor engagement, creating and developing outbound marketing marketing content collaboratively withMarketing team.
  • Developed, updated and maintained database of existing and potential customers in Salesforce.
  • Supported marketing programs and campaigns with content and messaging to drive demand.
  • Investigated and resolved customer complaints to foster satisfaction.
  • Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
  • Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision.
  • Conducted training and change management processes to improve operations.
  • Determined and recommended methods to address improvement opportunities.
  • Liaised with Director to organize and perform immediate quality standard training for new and existing staff.
  • Controlled digital access, used confidential waste bins and shredders, and locked document storage cabinets to protect confidential files, reports and fiscal data.
  • Managed logistics operations to meet customer expectations and financial standards and policies.
  • Collaborated with materials purchasing specialist to meet production requirements and quality standards.
  • Conceptualized and designed abstract ideas, built plans, and delivered details to CMO.
  • Led [Type] team in delivery of [Type] project requiring close cooperation among members to share information and develop solutions to meet broad array of deliverables.
  • Worked with [Job title] to resolve [Type] problems, improve operations and provide exceptional customer service.
  • Assisted with proactive client outreach initiatives through [Task] and documented client correspondence in [Software] CRM system.
  • Converted community contacts into potential clients through networking, consistency and credibility.
  • Managed high-value existing and new business partnerships to deliver on objectives and maximize corporate revenue, support and awareness.
  • Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele.
  • Monitored social media and online sources for industry trends.
  • Offered data-driven recommendations aligned with overall company strategies and prioritized process improvement initiatives.
  • Coordinated with [Type] team in developing project plans for prioritized initiatives.
  • Developed and executed targeted relationship and account development strategy.
  • Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
  • Inspected inbound and outbound products for compliance with established industry standards, company policies and procedures.
  • Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.
  • Supervised and led employees to high performance levels in cross-functional matrix management structure.
  • Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from [Product or service], protecting company reputation and loyal client base.
  • Created and managed knowledge base to offer staff and customers immediate informational access to products, services and organization.
  • Maintained regular contact with clients and identified opportunities to deliver added value to client relationships.
  • Monitered scheduling on Microsoft Outlook to efficiently and effectively recei and adhere to shipping commitments.
  • Welcomed visitors to office, communicated arrival to team and managed visit expectations.
  • Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations.
  • Tracked warehouse contents continually, maintained constant awareness of stock levels and performed formal inventory review weekly.
Education
Bachelor of Arts: Latin American Studies, 05/2014
University of North Carolina At Charlotte - Charlotte, NC
Associate of Arts: General Education, 12/2010
Central Piedmont Community College - Charlotte, NC
Accomplishments
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved database issues which led to a more streamlined design and input process.
  • Collaborated with team of 5 in the development of Standard Operating Procedures Manuals.
  • Resolved product issue through consumer testing.
  • Supervised team of 3 staff members.
  • Promoted to Operations Manager after only 16 months of employment.
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Resume Overview

Companies Worked For:

  • Aon Hewitt
  • Ajilon
  • Crisis Assistance Ministry

School Attended

  • University of North Carolina At Charlotte
  • Central Piedmont Community College

Job Titles Held:

  • HR BPO
  • Driver
  • Bilingual Customer Service Representative
  • Furniture Bank Operations Manager

Degrees

  • Bachelor of Arts : Latin American Studies , 05/2014
    Associate of Arts : General Education , 12/2010

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