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
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Work History
HR BPO, 01/2015 to 04/2015
Hennepin County – Minneapolis , MN
Hennepin County – Minneapolis , MN
- 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 identifiedopportunities 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
Enterprise Information Services – Merced , CA
Enterprise Information Services – Merced , CA
- 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 – City , STATE
Crisis Assistance Ministry – City , STATE
- 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 – City , STATE
Crisis Assistance Ministry – City , STATE
- 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 - City, State
University of North Carolina At Charlotte - City, State
Associate of Arts: General Education, 12/2010
Central Piedmont Community College - City, State
Central Piedmont Community College - City, State
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
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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