Amera Osei Kuffour
Houston,Texas
Summary
Results-driven, self-motivated, and adaptable operations Associate/HR/Customer Success professional with over three years of experience resolving customer concerns, managing multiple client accounts, helping with creating company workflows and managing a team of five or more junior-level staff. Expertise in technology, HR and Customer focused roles. Possess superb communication skills, excellent problem-solving skills, and a significant ability to lead and manage a team of people. Focused on building fantastic customer/client relationships, working to identify their needs, providing resolutions, making sure business needs are met and contributing to process guidelines for organizational growth.
Overview
4
4
years of professional experience
Work History
New Hire Onboarding Assistant
Amazon
07.2022 - 09.2022
- Created and maintained onboarding schedules in concert with organizational needs and instructor training/availability.
- Collected, analyzed, and reported training data.
- Identified relevant data correlations to maintain program success and initiate improvements where applicable.
- Connected the new employee with key information, resources, and people within the organization via the onboarding process.
- Translated requirement into trainings that will groom employees for the next step of their career path.
Seasonal HR Assistant | CRC Associate
Amazon
08.2021 - 07.2022
- Interacted directly with Amazon employees in a way that build trust and displays empathy by providing accurate information and resolving issues.
- Assessed new claims and made accurate classifications about the type of absence required.
- Responsible for actively listening to employees concerns and questions, and providing information about HR policy, time off policy, pay impacts, benefits information and other HR items.
- Navigated complex claim requests and applied good judgement about how to apply policy and regulations to the case in question.
- Took ownership of call flows and ownership of employee contacts by de-escalating difficult conversations and ensuring that each contact is accepted and resolved with a high degree of customer focus.
- Assessed and processed queries received via phone or web case and log contacts into the shared service case management system.
- Identified claims and benefit discrepancies and complete more complex adjustments as needed.
- Demonstrated solid relationship management skills with internal and external client.
- Carried out duties in compliance with all company, state, and federal regulations and guidelines whiles maintaining confidentiality.
Home Operations Coordinator - Seasonal Part Time
Opendoor
06.2021 - 07.2022
- Responsible for managing multiple home issues ticket with scheduled timelines and metric expectations via JIRA.
- Maintaining an average metric score of 90% to increase production and reduce delays in deliverables.
- Analysing relevant home information by leveraging tools built by the internal engineering teams, review customer inputs as well as governmental records to arrive at repair decisions.
- Partner and collaborate with internal teams and local management to resolve edge-case scenarios and improve overall processes.
- Assisting in the execution of repair and renovation scopes on time, on budget, and at or exceeding our quality standards
- Collaborated with area managers to evaluate needs and optimize operational plans.
- Implemented troubleshooting, root cause analysis and issue resolution.
- Reconciled monthly operating budgets and shared information with home management team.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Developed and implemented daily operations plans such as work progress, vendor assignments and onboarding strategies.
Seasonal Client Relations Specialist
Vanguard
01.2021 - 06.2021
- Exhibited strong organizational, managerial, and personal skills to successfully communicate and negotiate with internal and external customers
- Resolved customer complaints, managed database records, and drafted status reports on customer service issues.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Logged call information and solutions provided into internal database.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Scored in top 10% of employees for successful Client retention and satisfaction.
- Improved overall efficiency to 98% by anticipating needs and providing outstanding support.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
Recruiting Coordinator
One Source Staffing Agency
Houston, Texas
10.2020 - 03.2021
- Consult with leaders, hiring managers and HR team on position descriptions, requisition creation, compensation and sourcing strategies
- Strong understanding of staffing principles, laws, and procedures and a solid working knowledge of recruitment programs
- Recruit and perform talent acquisition activities such as resume & phone screens, candidate interviews, recommend final selection of applicants and close qualified candidates
- Operated and maintained applicant tracking and candidate management systems.
- Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
- Scheduled and conducted 15-20 interviews each week.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
- Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials, and conducting initial interviews and pre-screening assessments.
- Compiled and produced qualified candidates' information for hiring manager review and liaised between parties to coordinate formal, management interviews.
Executive Assistant
Prairie View A&M University
Prairie View, Texas
05.2019 - 05.2020
- Provided real-time scheduling support for Executive Director of Procurement and Disbursement Services department .
- Managed and coordinated projects and processes in support of effective business operations.
- Accurately maintaining detailed records, coordinating meetings, and multitasking within fast- paced atmospheres
- Liaised with executive and senior administrative assistants to handle requests and queries from senior managers.
- Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team productivity.
- Organized envelopes, postage and mail correspondence for staff and management, maintaining postage meter and coordinating with delivery and courier services.
- Updated executives on changing business needs by thoroughly documenting internal and client meetings.
- Developed and maintained automated alert system for upcoming deadlines on incoming requests and events.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
- Volunteered to help with special projects of varying degrees of complexity.
- Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.
Education
Bachelor Of Business Administration - Computer Information System
Texas A&M University - Central Texas
Killeen, TXSkills
- PROFESSIONAL SKILLS
- Mastery of Microsoft Office (Word, Excel, PowerPoint), Google Suite (Docs, Sheets, Slides, Calendar ), and Slack
- Skilled in Project Management software as Asana, ClickUp, Monday
- Experienced using Zendesk, Salesforce, Hubspot, and JIRA
- Excellent communication skills with a focus on team-building and customer/Stakeholders’ Relations
- Benefits consultation
- Outstanding organizational, multitasking, and problem-solving abilities
- Proficient in creating SOP’s, optimizing and automating client and employee onboarding systems and processes
- Effective Written and Verbal Communication
- Creativity and Quality focus
- Software troubleshooting
- Chat/Email support
- Use of multiple systems/software
- Flexibility and adaptability
- Data Analysis
Additional Information
- Outstanding Customer Service Award – Vanguard March 2021. Recognized for outstanding service to clients and dedication to fellow employees. Received one of two awards given in a corporation of 1000+ employees.
Timeline
New Hire Onboarding Assistant
Amazon
07.2022 - 09.2022
Seasonal HR Assistant | CRC Associate
Amazon
08.2021 - 07.2022
Home Operations Coordinator - Seasonal Part Time
Opendoor
06.2021 - 07.2022
Seasonal Client Relations Specialist
Vanguard
01.2021 - 06.2021
Recruiting Coordinator
One Source Staffing Agency
10.2020 - 03.2021
Executive Assistant
Prairie View A&M University
05.2019 - 05.2020
Bachelor Of Business Administration - Computer Information System
Texas A&M University - Central Texas
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