Charles Ukpai
Cincinnati,OH
Summary
Dynamic HR professional with a proven track record at National Open University of Nigeria, adept in change management and conflict resolution. Spearheaded the development of customer service policies at Toshiba Operations, UK, enhancing employee performance and stakeholder satisfaction. Skilled in data analysis and emotional intelligence, I excel in fostering organizational growth and employee morale.
Overview
14
14
years of professional experience
Work History
Human Resources Administrator
National Open University of Nigeria
09.2021 - 11.2024
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Answered and redirected incoming phone calls for office.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Organized new employee orientation schedules for new hires.
- Supported HR Manager in strategic planning sessions focused on organizational development and growth.
- Processed employee termination paperwork at direction of supervisory staff.
- Maintained compliance with federal and state labor laws by conducting regular audits of HR practices and documentation.
- Organized company-wide events for team building purposes, boosting overall morale among employees.
- Played a key role in conflict resolution efforts, resulting in improved workplace harmony.
- Organized team-building events, boosting morale and fostering collaborative work environment.
- Enhanced internal communication with development of monthly newsletter, highlighting team achievements and HR updates.
- Updated and maintained employee attendance records.
HR Assistant
Lilygate Hotel Nigeria
06.2017 - 11.2020
- Managed personnel files efficiently, ensuring confidentiality.
- Organized and processed incoming paperwork efficiently.
- Facilitated new employee orientation to ensure proper documentation completion.
- Answered and redirected incoming phone calls for office.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Arranged orientation schedules for new employees.
- Supported HR Manager in strategic planning sessions focused on organizational development and growth.
- Processed employee termination paperwork at direction of supervisory staff.
- Maintained compliance with federal and state labor laws by conducting regular audits of HR practices and documentation.
- Organized company-wide events for team building purposes, boosting overall morale among employees.
- Facilitated conflict resolution, enhancing workplace harmony.
- Organized team-building events, boosting morale and fostering collaborative work environment.
- Updated and maintained employee attendance records.
CUSTOMER SERVICE
TOSHIBA OPERATIONS, UK
09.2012 - 11.2012
- With my strong interpersonal skills, I managed all chains of communication and interaction between clients and the organization
- My core duties included satisfactory resolution of client complaints via email or telephone, scheduling of appointments with vendors as well as maintenance of the brand of the organization, to the satisfaction of all new and existing stakeholders
- I was highly instrumental to the formulation and development of the customer policy for the organization which was adapted and enforced for a long time
- In the line of my duty, it was also pertinent to ensure the safety of all employees at all times by reinforcing the use of the Health and Safety protocol which I created for the organization
- The adherence to this policy resulted in an overall spike in the performance of employees
ADVISER, CUSTOMER SERVICE
CAMELOT WATFORD, UK
03.2012 - 08.2012
- While leading a large team of dedicated staff, I was involved in developing the Lottery Sales strategy and pricing policy for a busy and dynamic contact center
- I demonstrated true skills of upselling by curating several sales options to meet the unique needs of customers
- I engaged in swift and satisfactory response to the needs of customers at all times
ADVISER, CUSTOMER SERVICE
SANTANDER BANK, UK
05.2011 - 03.2012
- Provided advisory support and enhancing user experience to customers who use the company’s products or services
- Some of my core responsibilities included answering customers’ inbound and outbound calls
- I was committed to resolution of all enquiries from potential customers at first contact
- I handled customers’ queries, requests, orders or complaints with immediate effect and provided them with detailed and well-researched information
Education
MA - International Human Resource Management
University of Bedfordshire
United Kingdom01.2012
B.sc - Psychology (Honors)
Ebonyi State University
Nigeria01.2007
Skills
- Executive Leadership
- Communication and Presentation
- Emotional Intelligence
- Data Analysis and Research
- Change Management
- Conflict Management
Accomplishments
- Special Advisor to the President of National Youth Council of Nigeria (NYCN)
- Member of the National Youth Council of Nigeria (NYCN)
Extra-Curricular Activities
Football Public Speaking
Timeline
Human Resources Administrator
National Open University of Nigeria
09.2021 - 11.2024
HR Assistant
Lilygate Hotel Nigeria
06.2017 - 11.2020
CUSTOMER SERVICE
TOSHIBA OPERATIONS, UK
09.2012 - 11.2012
ADVISER, CUSTOMER SERVICE
CAMELOT WATFORD, UK
03.2012 - 08.2012
ADVISER, CUSTOMER SERVICE
SANTANDER BANK, UK
05.2011 - 03.2012
MA - International Human Resource Management
University of Bedfordshire
B.sc - Psychology (Honors)
Ebonyi State University
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