GRACE BOLAJI OLUBUSOLA ALAMU
Balch Springs,TX
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
PROFILE SUMMARY
A MSc International Business with Human Resources Management student at Ulster University, Birmingham
with over 8 years of experience in legal, real estate, retail, hospitality and manufacturing. Able to demonstrate
strong verbal and written communication skills and the ability to build and maintain productive relationships
within and outside the organization. Possess knowledge of HR practices such as reward and compensation,
employee life cycle and HR policy development and implementation. Currently seeking a challenging and
rewarding HR career within a progressive team.
Overview
6
6
years of professional experience
Work History
Customer Service Advisor
Concentrix CVG CMG UK Ltd
10.2022 - 11.2023
- Attending to average of nine customer enquiries (per hour) on inbound calls and providing adequate support to effectively resolve their queries
- Working with designated client to provide excellent customer experience within acceptable organizational standards
- Managing customer issues in line with laid down processes in a timely and efficient manner
- Identifying risk factors and dealing with customer data in line with applicable laws such as GDPR and ensuring that necessary measures are put in place to protect customer data privacy.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Maintained 3 minute on call resolution time by using strong listening, consultative and problem-solving abilities and scripted sequences to address all concerns.
- Helped about 50 customers per day in high-volume call setting and exceeded 93% quality target on consistent basis.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Met customer call guidelines for service levels, handle time and productivity.
HR Intern
Sertec Group
02.2023 - 05.2023
- Designed and implemented the launching of a Talent Management/HR Policy project aimed at talent recognition and deployment within the organization and sponsored innovative ideas in relation to employee engagement, recognition and reward
- Designed and deployed 360 Degree Performance Appraisal templates, information packs and feedback report format for use throughout the organization
- Assisted HRBPs in managing ER issues such as disciplinarians, grievances, occupational health, absences and provided adequate guidance to leaders where needed
- Partnered with the Learning and Development team to identify learning needs and arranged appropriate training with external training providers for about 100 employees over a 12weeks period
- Contributed to the development and deployment of the company’s first ever e-Learning Management
- System as well as the deployment of other employee engagement and benefits policies
- Collaborated with the Shared Service Team to audit right-to-work documentation for existing employees, ensuring that they were up-to-date and complied with governmental regulations
- Contributed to the management of employee lifecycle specifically issues relating to attraction, recruitment, on-boarding and development.
- Created and updated tracking spreadsheets using MS Excel.
- Assisted human resources and recruiting teams by scheduling phone screenings and on-site interviews.
- Posted job openings, screened resumes and scheduled interviews to fill positions with qualified candidates.
- Worked with HR team to coordinate company events.
- Answered phone and performed clerical duties to assist human resources department.
- Maintained relationships with personnel using strong collaboration and teamwork skills.
- Supported efforts to optimize employee engagement, diversity and inclusion.
- Drafted technical documents, social media posts and internal memoranda.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
Ticketing Agent- 2022 Olympics
Hap Hospitality Solutions Group
04.2022 - 10.2022
- Sold, printed and issued tickets to over 1000 guests during the Olympics games.
- Directed attendees to correct event locations and access points.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Responded to customer inquiries related to services or event access and promptly addressed issues or complaints.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
Program Coordinator (Volunteer)
Sickle Cell Aid Foundation
06.2017 - 05.2022
- Developed and executed ideas for fund raising for the execution of the organization’s programs.
- Scheduled and supervised volunteers meetings to discuss new ideas and update participants on program details and milestones.
- Developed and maintained relationships with external partners to facilitate program operations.
- Collaborated with other program coordinators to achieve consistency in program objectives and services.
- Organized and managed program development from conception through successful execution.
- Developed program marketing and outreach strategies to increase awareness and attract new participants.
- Motivated and directed volunteers to align operations with organizational mission using appropriate training initiatives and presentations.
- Oversaw volunteers schedules and assignments to handle programming demands.
Education
MSc - International Business with Human Resource Management
09.2023
Advanced Practice
Modules include: Managing and Leading People in International Organizations, International Human
Resource Management, Global Strategy Development and Implementation and Global Marketing and Sales
LLB. Hons - Civil Law
11.2008
Class Modules include: Corporate Governance, International Business Law and Nigerian Labour Law.
Skills
- Conflict Management
- On-boarding Processes
- Data Management
- Employment Law
- Communication Skills
- Recruitment and Selection
- Microsoft Office
- HR Policies & Procedures
- Negotiation Skills
- Microsoft PowerPoint
- Collaborative Environments
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
HR Intern - Sertec Group
02.2023 - 05.2023
Customer Service Advisor - Concentrix CVG CMG UK Ltd
10.2022 - 11.2023
Ticketing Agent- 2022 Olympics - Hap Hospitality Solutions Group
04.2022 - 10.2022
Program Coordinator (Volunteer) - Sickle Cell Aid Foundation
06.2017 - 05.2022
Ulster University - MSc, International Business with Human Resource Management
Obafemi Awolowo University - LLB. Hons, Civil Law
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