Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
AccountManager
CAROLINE AFRIYIE

CAROLINE AFRIYIE

Grand Prairie,TX

Summary

Dynamic Human Resources Generalist with 12 years of experience managing broad range of human resource functions while serving as on-site specialist. Supports and guides cross-functional team members while implementing best practices within HR team. Serves as HR champion in administering and advancing HR functions while acting as resource on policy interpretation and implementation.

Overview

16
16
years of professional experience
1
1
Certification

Work History

QA/QC Analyst and Team Lead

WittoBrien
10.2021 - Current
  • Ensure accuracy of data and documentation submitted in support of program activities.
  • Contribute to development of checklists and job aides.
  • Ensure data accuracy and reporting.
  • Identified issues, analyzed information and provided solutions to problems
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Used Microsoft Word and other software tools to create documents and other communications
  • Carried out day-to-day duties accurately and efficiently.
  • Prepared variety of different written communications, reports and documents.
  • Onboarded new temps by entering employee information into systems.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Prepared variety of different written communications, reports and documents.
  • Developed team communications and information for meetings
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Maintained energy and enthusiasm in fast-paced environment.

Human Resources Generalist

CXL Footwear (Champ XL)
Grand Prairie, TX
12.2019 - Current
  • Developed and enforced company policy and procedures relating to human resources activity.
  • Updated key human resource metrics on turnover and terminations using reporting tools on HRMS database.
  • Provided guidance to managers and employees on talent management, payroll, FMLA and benefits.
  • Conducted salary survey research for both exempt and non-exempt positions.
  • Coached managers through employee engagement, documentation, discipline and performance improvement plans.
  • Facilitated criminal background check process for new hires.
  • Built comprehensive employee recruiting strategy.
  • Implemented and supervised orientation procedures for new hires.
  • Guided leaders and employees as subject matter expert in areas of employee classification and compensation studies, talent management and training.
  • Understood, interpreted and mediated human resources inquiries to support administration of human resources policies, procedures and programs.
  • Improved operational processes resulting in productivity increase in HR department.
  • Verified that vendors received timely enrollment information, changes and terminations.
  • Collaborated with payroll to complete and upload pay data and worked with managers to support proper wage and hour compliance.
  • Improved quality of hiring decisions by working with hiring managers on new comprehensive employment selection processes.
  • Processed unemployment claims and acted as company representative at unemployment hearings.
  • Conducted career fairs, screened resumes and interviewed applicants to build candidate pipelines and enhance company culture.
  • Handled new-hire orientation and basic recruiting tasks for best-in-class talent identification.
  • Met with staff to resolve difficult situations related to performance and conflict management.
  • Managed change through open communication for addressing employee concerns, allowing for different opinions and publicizing new strategies.
  • Provided advice to leadership on implementation of HR policies and procedures, collective bargaining and union agreements and business rollouts.
  • Developed and built internal and external relationships with project teams, department managers and consultant teams to improve delivery of HR services.
  • Liaised with HR and payroll to coordinate and manage employee leaves of absence.
  • Executed redesign of organizational structures to enhance team and leadership effectiveness through operational analysis, needs assessments and process mapping.
  • Spearheaded talent acquisition, playing instrumental role in building and retaining high-caliber teams.
  • Audited workplace, employee and management policies and procedures.
  • Coached and educated management throughout organization on appropriate guidelines for maintaining legally compliant workplace.

Executive Resolution Specialist

Wells Fargo Bank
12.2018 - 04.2022
  • Working independently and effectively in a fast-paced environment while demonstrating success in high production, within daily pipeline and report management for enhanced assigned case.
  • Negotiated resolutions with consumers following escalation team goodwill guidelines.
  • Referred complex issues to higher-level staff, resulting in timely resolution.
  • Composed adjustment and appeal letters to resolve payment rejections and denials.
  • Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
  • Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
  • Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
  • Initiated repossession process or service disconnection upon failure of other collection methods.
  • Improved operations through consistent hard work and dedication.
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement.

Personal Banker I/ Loan Officer

WELLS FARGO Bank
07.2016 - 12.2018
  • Met assigned deadlines and self-set development goals daily, while still operating in team environment, while paying attention to close details.
  • Organizing records and producing reports.
  • Updating databases on daily basis.
  • Creating and distributing training documents.
  • Held responsibility for onboarding new hires.
  • Remained in compliance with all company and state policies and procedure to mitigate risk.
  • Consistently educated me on policy and procedure updates to perform duties and to be able to continue to follow all bank policies, procedures, federal regulations and compliance requirements.
  • Demonstrated proven ability to problem solve, conduct thorough research, and skills in conflict resolution, while maintaining accurate, timely, and required documentation of activities to ensure quality
  • Always willing to provide peer to peer coaching and feedback to help fellow team members improve their numbers throughout day.
  • Also, walked floor to provide coverage for fellow Team Members when management is unavailable.
  • Provided friendly advice to diverse clientele through exceptional customer service to our customers while promoting bank’s products and services.
  • Contributing to training and professional development of staff.
  • Achievements: Highest daily customer interaction, Trainer for new hires, Business Advocate, Hands on Banking Advocate, & Community Campaign Fundraising Leader (2016, 2017, & 2018).
  • Originated, reviewed, processed, closed and administered customer loan proposals.
  • Examined customer loan applications for loan approvals and denials.
  • Complied with regulatory requirements of Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
  • Maintained strict confidentiality of bank records and client information.
  • Closely monitored performance of current portfolio of specialty loans and made changes to achieve performance targets.
  • Submitted loan applications to underwriter for verification and recommendations.
  • Advised clients on mortgage, education and personal loans.
  • Developed and maintained relationships with local real estate agents.
  • Assisted senior-level credit officers with complex loan applications.
  • Explained very technical financial information to applicants in easy to understand language.
  • Proactively identified solutions for customers experiencing credit issues.
  • Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
  • Established plans and payoffs for customers' loans, prioritizing control of overall costs.
  • Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.

Counter Manager

NORDSTROM, Amore Pacific
07.2014 - 05.2016
  • Developed and implemented sales strategy that focuses on channel, consultants, end-users and installers that enables territory management and sales growth.
  • Created personal excel sheets for sales tracking volume and special projects.
  • Maintained inventory, resulting in executed sales targets.
  • Created team building techniques to maintain positive and healthy work environment, while building and maintaining strong vendor relationships to maximize business results.
  • Built lasting relationships with customers by contacting them to follow up on purchases, suggest new products and invite them to upcoming events using proper phone etiquette.
  • Managed scheduling and execution of vendor events, projects, and promotions.
  • Recruited interviewed and hired new employees and developed several employees.
  • Held responsibility for Onboarding new hires.
  • Conducted corrective action, ongoing monitoring plan, and performance reviews.
  • Achievements: All Star customer award winner. This is highest recognition award in Nordstrom.
  • It is presented to individuals that provide exceptional customer service, teamwork, possess leadership characteristics, always leading by example, creating positive work environment for entire team, constantly arriving to work with attitude to win, motivating others, possessing integrity, accepting constructive criticism which enables growth and development, and being dedicated to team success.
  • Recruited, coached, motivated and trained countless new associates.
  • Endorsed products by making recommendations and promoting specials, increasing overall sales by 90%.
  • Communicated regularly with vendors, planners, distributors and buyers regarding stock needs, customer preferences and special events.
  • Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs.
  • Supervised and performed human resource management functions for 10 subordinates.
  • Encouraged departmental employees to present positive, exemplary image to customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Developed detailed plans based on broad guidance and direction.
  • Reduced workflow inconsistencies by recruiting and hiring capable staff members.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Utilized exemplary negotiation skills to obtain manufacturing service agreements and assure quality standards.

Assistant Manager

Sephora
10.2009 - 07.2014
  • Human Resource Management (recruiting, interviewing, hiring, scheduling, conducting dispute reviews to include corrective action and performance reviews etc.).
  • Delivered training sessions; reviewing staff job results and learning needs with retail store manager; developing and implementing new product training.
  • Forecasted/re-forecasted sales goals to meet current financial trends.
  • Business plan, focusing on productivity to meet sales goal while planning, coordinating, and executing all Merchandise Calendar direction, campaigns, and sales promotions in timely manner.
  • Evaluated competition by visiting competing stores, gathering information such as style, quality, and prices of competitive merchandise.
  • Maintained accurate, timely, and required documentation of activities to ensure quality employee relations records and metrics.
  • Assisted Store Manager with providing strong leadership presence and control in store, while ensuring that all customers receive good service and quality merchandise, in addition to partnering with corporate office personnel with project management, increasing sales, drive/promote merchandise categories, and expand markets.
  • Regularly communicated with Store Manager and District Manager to discuss strengths, opportunities, and trends in business.
  • Ensured company standards are met for store and associate appearance at all times.
  • Held responsibility for hiring and onboarding new hires.
  • Achievements: Completed Sephora’s Coaching 101 course in addition to numerous Leadership courses, Awarded several of Sephora’s VIA (Values In Action) Awards.
  • Teamwork, Respect for All, Passion for Our Clients, Leadership, and Innovation.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Reduced financial discrepancies to minimize threats to health and productivity of business.
  • Strengthened operational efficiency to remain cost-effective while maintaining quality service.
  • Recognized staff for contributions to company success to foster engagement and increase productivity.
  • Made hiring recommendations to increase company's productivity and profitability with quality workers.
  • Established objectives to offer team members clear roadmap to help company achieve overall goals.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Increased employee performance and job satisfaction to strengthen retention and engagement.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Developed organizational structure to outline and direct rules, roles and responsibilities.
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.

Support Program Manager

  • Established team to triage implementation concerns through productive interface with grant management platform providers, contractors, and other external partners.
  • Contribute to design of program specific auditing, monitoring and compliance protocols.
  • Extreme attention to detail.
  • Managing team of 11+ employees with many different personalities.
  • Provided coaching to increase team performance.
  • Provide supervisors with insight on team’s progress.
  • Track and maintain employee time off request.
  • Provide feedback to establish innovative progress.
  • Implemented application process improvement initiatives within department.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Established team priorities, maintained schedules and monitored performance.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Launched quality assurance practices for each phase of development.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Education

Master of Arts - Human Resources Management

Colorado Technical University
Colorado Springs, CO
12.2023

Bachelor of Arts - Human Resource Management

Colorado Technical University (CTU)
Colorado Springs, CO
08.2022

Bachelor of Arts - Humanities

York University
Toronto, ON
12.2016

Skills

  • Skills & Abilities
  • Leader -Ability to lead in all environments and situations
  • Motivator -Ability to motivate both individuals and teams
  • Dedication - Ability to persistently deliver dedication to each role and/or task
  • Trainer -Ability to effectively train peers and managers in one-on-one scenarios and group settings
  • Organization -Ability to create and develop consistent organized work environment
  • Time Management -Ability to complete countless task within set work schedule while delivering quality results
  • Optimist -Ability to create optimistic work environment regardless of circumstances
  • Innovative- Constantly developing new processes to simplify workload for higher productivity and accuracy levels
  • Exhibiting business knowledge in loan origination, collections, and customer service by understanding policies and procedures, while identifying and mitigating risk
  • Demonstrating independent critical thinking skills when researching and resolving complex customer concerns, while maintaining accurate, timely, and required documentation of activities in case management system to ensure quality
  • Equal Employment Opportunity (EEO)
  • Affirmative Action Guidelines
  • Recruitment Management
  • Retention Program Development
  • Employee Hiring
  • Policy Interpretation
  • Policy and Procedure Writing
  • Candidate Searching
  • Industry-Specific HR Regulations
  • Networking and Partnership Development
  • Performance Appraisal
  • Human Resources Management Systems
  • In-Person and Telephone Interviewing
  • Work Complaint Handling
  • Harassment Investigation
  • Employee Orientation
  • Termination Documentation
  • Employee Performance Management
  • Corporate Recruiting
  • Wages and Salary
  • Employee Relations Investigations
  • Employee Recognition
  • Benefits Administration
  • Biweekly Payroll Processing
  • Issue and Conflict Resolution
  • Onboarding New Employees
  • Temporary and Seasonal Employees
  • Training Development and Execution
  • Time Tracking and Payroll Administration
  • Compensation Structuring
  • HR Trend Tracking
  • Staffing Agency Coordination

Accomplishments

  • Received a promotion to Team Lead at WittoBriens within 6 months of employment.
  • 2020 Employee of the year for Irving, TX Wells Fargo Auto Office of The President (OTP)
  • Took advantage of expanding my knowledge throughout the bank by cross-training, shadowing, utilizing online resources, promotions, peer to peer interactions, and Special Project Management.
  • Trained new executive conflict/complaint resolution specialists on diverse subject matters, and reviewing policies and procedures across all lines of business to ensure that federal and compliance laws are followed precisely.
  • Provide coaching to team members and their management team to prevent errors going forward in the absence of adherence to prescribed policies and procedures.
  • Audit fellow executive office team members' research conducted on their cases prior to closing.
  • Provide Feedback and make required changes on high risk cases to assist fellow peers achieving the best possible Quality Reviews.
  • Increased Quality Reviews across the floor by 10% for fellow peers within 3 months and increased auditing pass rate by 15% to ensure all policy and procedures were followed to assist the department in a more consistent manner.
  • Achievements: 2021 Shining Star award recipient, 2020 employee of the year award recipient, 2019 Q2: Highest QM average, 2019 Q4 Highest Case Closure, Highest Case Closure for High Risk Cases February 2020, New Hire Training Facilitator, High Risk Case Virtual Training Facilitator, train your trainer leader, Daily pipeline report management, Case quality report management, Exempt Peer Review Team Member, Diversity and Inclusion Leader.

Certification

  • Information Technology & Cyber Security Frameworks, Cybervision Technologies - June 2019

Languages

English
Native or Bilingual
Twi
Native or Bilingual

Timeline

QA/QC Analyst and Team Lead

WittoBrien
10.2021 - Current

Human Resources Generalist

CXL Footwear (Champ XL)
12.2019 - Current

Executive Resolution Specialist

Wells Fargo Bank
12.2018 - 04.2022

Personal Banker I/ Loan Officer

WELLS FARGO Bank
07.2016 - 12.2018

Counter Manager

NORDSTROM, Amore Pacific
07.2014 - 05.2016

Assistant Manager

Sephora
10.2009 - 07.2014

Support Program Manager

Master of Arts - Human Resources Management

Colorado Technical University

Bachelor of Arts - Human Resource Management

Colorado Technical University (CTU)

Bachelor of Arts - Humanities

York University

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CAROLINE AFRIYIE