Gelin Feliz
Riverview,Florida
Summary
Organized and dependable candidate with strong knowledge of office administration and common human resources operations. In-depth understanding of customer service, data entry, and file management. Highly skilled in reviewing policies and suggesting actionable improvements aligned with industry best practices.
Overview
24
24
years of professional experience
Work History
HR Assistant / Manager Contract Services/Recruiter
ADL Delivery
04.2012 - Current
- Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
- Maintained company compliance with local, state, and laws, in addition to established organizational standards.
- Facilitated onboarding sessions and on-job training for new employees and contractor drivers with job position knowledge and skillset.
- Motivated employees through special events, incentive programs, and constructive feedback.
- Directed job fairs to bring in local talent for long-term and seasonal positions.
- Streamlined HR efficiencies, coordinated new hire orientations, and provided onboarding and training for 500 new and existing Independent Contractor Drivers .
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Operated and maintained applicant tracking and candidate management systems.
- Developed recruiting strategies to identify qualified candidates and build network.
- Educated management on successful policy implementation and enforcement actions to prevent employee legal entanglements.
- Directed onboarding and training for new employees managers and drivers each year, keeping company operations smooth and production efficient with skilled candidates.
- Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
- Documented human resources records and maintained confidentiality of sensitive personal information
- Responded to inquiries by answering telephone calls, in-person questions and emails
- Reviewed and screened applicant resumes to identify qualified candidates
- Partnered with management team to coordinate on-boarding and off-boarding processes
- Performed internal and external audits and research and administrative reviews of programs and plans to support HR administration
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures
- Created and completed personnel action forms for hires, terminations, title changes and terminations
- Coordinated employee training programs to improve productivity and performance
- Applied mediation and collaboration to successfully resolve employee complaints and grievances
Bilingual Customer Care Specialist
Pro Care -Transportation & Language Services
10.2010 - 04.2012
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managing more than 75 to 100 calls per day
- Initiated outbound calls to respond to inquiries and to follow up with previous contacts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly, and escalated major issues to supervise
- Updated account information to maintain customer records
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Met customer call guidelines for service levels, handle time and productivity
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
Customer Service Representative
Coleman And Associate / Verizon Call Center
11.2008 - 09.2010
- Offered customer advice and assistance, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Communicated with vendors regarding back order availability, future inventory, and special orders.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, and handle time and productivity.
- Handled inbound customers in fast-paced setting.
- Providing best prices for customer services and maintained accuracy when determining quotes
- Effectively communicate with customers about account changes, new products or services, and potential Clients
Assistant Branch Manager, Operations
HSBC Bank USA
02.1999 - 07.2008
- Supervised team to branch employees and made recommendations regarding performance evaluations.
- Trained new employees on proper protocols and customer service standards.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Monitored daily cash discrepancies, inventory shrinkage, and drive-off.
- Monitored over 10 to 15 employees' day-to-day activities and made plans to rectify issues resulting in ATM and cash discrepancies.
- Trained and developed new team members in alignment with branch service standards and objectives
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement
- Demonstrated knowledge of branch financial products, loans, and lines of credit
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals
- Completed filings and upheld strict compliance with regulatory agencies and supervisors
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines
Education
Associate of Arts - Hospitality Manager
Monroe College
The Bronx, NY01.1990
Skills
- Policy Improvement Recommendations
- Accident Investigations
- Health and Safety Programs
- New Employee Orientation
- Employee Referral Programs
- Wages and Salary
- Complaint Response
- Employee Performance Reviews
- Personnel Recruitment
- Company Organization
- Human Resources Department Processes
- Payroll Coordination
Bilingual
I am fluent and proficient in Spanish
Languages
Spanish
Native or Bilingual
Timeline
HR Assistant / Manager Contract Services/Recruiter
ADL Delivery
04.2012 - Current
Bilingual Customer Care Specialist
Pro Care -Transportation & Language Services
10.2010 - 04.2012
Customer Service Representative
Coleman And Associate / Verizon Call Center
11.2008 - 09.2010
Assistant Branch Manager, Operations
HSBC Bank USA
02.1999 - 07.2008
Associate of Arts - Hospitality Manager
Monroe College
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