Raymonde Dufresne-JEROME
Trumbull,United States
Summary
Working in a position where my experience and qualifications acquired can be valued. Help the company/organization to fulfill its mission.
Overview
21
21
years of professional experience
1
1
Certification
Work History
French Bilingual Customer Services Representative
AMERICAN CUSTOMER CARE/ World Education Services
03.2023 - Current
- Handle Customer/Applicant inquiries and complaints in both English and French
- Provide information about the credential evaluations for International Students Immigrants and Job seekers for 203 countries and territories
- Update and document customer/applicant records based on interactions
- Maintain a knowledge base on the evolving evaluation equivalency services
- Increase customer/applicant retention by implementing creative problem-solving skills
- Work in one or multiple Queues and use skills sets and good judgment over various customer service platforms (Email, Telephone, Social Media, etc...)
- Handle numerous customer inquiries promptly, accurately, and efficiently
- Navigate between computer screens (CRM Software, ACD System, Email and Web Browser) while actively listening and entering customer information
- Translate in both French and English contents based on Customer/Applicants language.
- Maintain high customer satisfaction standards to meet or exceed targets.
- Handle customer issues with confidence, using complex problem solving to provide effective resolution.
- Suggest additional services to customers in order to meet upsell goals.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Documents problems and corrective actions to maintain records.
- Follow up with customers to offer additional support and check resolution satisfaction.
Human Resources Administrative Manager
CAPITAL BANK
04.2017 - 10.2022
- Overview of all the Human Resources Administrative related issues
- Lead and direct the routine functions of the Human Resources (HR) department including managing annual and sick leaves and enforcing company policies and practices
- On-board new staff members of all departments
- Train new team members of the HR Department
- Oversee the daily workflow of the department
- Provide constructive and timely performance evaluations
- Handle discipline and termination of employees in accordance with Capital Bank policy
- Partner with the leadership teams to understand and execute the company human resource and talent strategy particularly as it relates to current and future talent needs, recruiting, retention, and succession planning
- Provide support and guidance to the HR Officer and the HR Clerk, and the Branch Managers, and other management staff when complex, specialized, and sensitive questions and issues arise; may be required to administer and execute routine tasks in delicate circumstances such as providing reasonable accommodations, investigating allegations of wrongdoing, and terminations
- Collaborate with departmental managers to understand existing competencies required for promotion
- Record New hires information on the Human Resources System/Talent Management System (TURBO)
- Record the employees’ performance evaluation on the HRS
- Research and propose competitive incentive bonus programs to ensure the organization attracts and retains top talent
- Research development programs and initiatives that provide internal development opportunities for employees
- Maintain compliance with public authority employment laws and regulations, and recommended best practices
- Maintain knowledge of trends, best practices, regulatory changes, and new technologies in human resources, talent management, and employment law
- Perform other duties as assigned by the Head of the Direction.
- Coordinated employee grievances and disputes in timely and professional manner by finding constructive solutions.
- Evaluated employee onboarding programs and presented strategic improvement recommendations to upper management.
- Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
- Monitored and handled employee claims involving performance-based and harassment incidents.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Discovered and resolved complex employee issues that affected management and business decisions.
Human Resources Coordinator
J/P Haitian Relief Organization Now CORE
12.2011 - 11.2016
- Act as Head of Human Resources to represent the HR department in the absence of the Human Resources Manager
- Act as Human Resources Manager Ad Interim in several occasions
- Collaborate in the elaboration and the effective implementation of HR policies and procedures of J/P HRO, as a freshly established organization operating in Haiti
- Monitor, support and coordinate all relevant activities of the Human Resources Department
- Oversee accurate payroll administration for local and international staff
- Assume the coordination of all J/P HRO’s recruitment process including job description review, vacancies, selection and onboarding for new staff
- Support and carry out various and all tasks and assisting with the day-to-day efficient operations of the HR department
- Ensure that all Human Resources policies are strictly adhered
- Conduct Meeting with Hiring Manager to identify essential requirements for vacant position
- Advertise vacant posts on relevant media as per Recruitment and Selection Policy
- Shortlist and Process Resumes from applications and internal database
- Conduct phone screening of all shortlisted candidates and advise hiring Manager of results with Human Resources Recommendation
- Liaise with new hires on on-boarding requirements
- Ensure follow-up for files record for new employees
- Facilitate the introduction/orientation of new staff
- Monitor contract start and end dates for national staff; ensuring managers are notified of contracts ending and that renewals are done promptly
- Monitor employees’ probationary period
- Remind managers to do the evaluation of staff when due and retrieve evaluation forms from the managers
- Advice as needed Managers on disciplinary processes
- Counsel as needed employees on disciplinary issues
- Work closely with Supervisor on Performance evaluation matters
- Manage and assist all department performance issue
- Manage influence and motivate staff affected by performance issue
- Work with Supervisors on employees’ performance improvement plan
- With the support of the Human Resources Director, provide training and guidance to departmental staff, managers, supervisors and on performance improvement
- Liaise with managers to ensure staff improvement
- Coordinate with managers on staff training needs
- Prepare and submit report to the head of the HR Department on issues regarding and arising employees’ poor performance management
- Monitor and notify in a timely manner employees’ yearly performance evaluation
- Record on HRM System all employee performance evaluation
- Advice Managers/Supervisors on what to do when poor performance continues to arise
- Facilitate legal separation where appropriate ensuring all correspondence to the employee and the Ministry of Social affairs is done in a timely manner
- Notify employee of successful end of probation and end of contract
- Prepare all letters and reports related to the HR Department
- Prepare final payment for staff contract termination
- Prepare weekly report for recruitment tracking purposes run the day-to-day HR and Administrative tasks activities.
- Supported HR functions with emphasis on record keeping, data entry, and general HR tasks.
- Assisted with recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in interview process and drafting offer letters.
- Maintained human resources information system and kept employee files up to date and accurate.
- Completed background and reference checks to facilitate hiring and onboarding of employees.
- Reviewed human resources paperwork for accuracy and completeness.
- Handled employee inquiries and complaints regarding policy and benefits issues.
- Conducted new employee onboarding and provided ongoing orientation training.
- Explained employee compensation, benefits, schedules, working conditions, and promotion opportunities.
- Compiled and monitored data for employee records and personnel documents to support accurate recordkeeping.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
Human Resources Officer
Tearfund Disaster Management Team, UK
10.2010 - 10.2011
- Assist the HR Manager in providing Human Resources administration and other support to the Tearfund Office in Port-au-Prince as it serves the Disaster Management Team Haiti Program
- Assist with all administrative duties related to the implementation of procedures
- Assist the HR Manager in writing Job Description
- Follow with all projects staff and other Departments on HR issues
- Draft letters and reports related to the HR Department
- Assist with the implementation of Tearfund’s policy and practice on recruitment, selection, briefing and induction for new staff members
- Attend project activities and support the teams who work on the field
- Attend and represent the organization on all HR forum and clusters with other NGO’s
- Assist the HR Manager with the recruitment, selection, orientation and exit procedures
- Develop and constantly update a Staff Development database
- Arrange for medical examinations, vaccinations and ID passes for all sites based staff
- Maintain and update of personal files for all sites based staff and other staff where necessary
- To closely monitor insurance covers for staff and make sure that cancellations and additions are promptly advised to the insurers
- To carefully check and approve insurance invoices for prompt payment
- Prepare payroll for national staff
- Run the day-to-day HR and Administrative tasks activities.
- Supervised job interviews and conducted exit surveys to verify compliance with HR best practices.
- Assisted managers and supervisors with employee disputes, disciplinary actions and other workplace issues.
- Processed paperwork and hiring details for promotions and lateral position changes.
- Coordinated new hire onboarding, completing background checks and reference checks to complete screenings.
- Facilitated employee relations, benefits administration and performance management initiatives to support workforce needs.
- Developed and implemented onboarding and orientation programs for new employees.
- Collaborated with managers to identify and address employee relations issues.
Receiving and Balancing Clerk
Fiserv Braintree
03.2008 - 01.2009
- Received checks for processing
- Verified all transactions from the Encoding department.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records.
Teller at OneUnited Bank
Robert Half Staffing Agency
12.2007 - 03.2008
- Serve customers at window, processing a variety of customer transactions within approved limits, balances cash and transactions
- Receive commercial and individual checking deposits, verifies cash and endorsements, issues receipts either at the window or by mail
- Receive savings and club deposits, pay withdrawals after verifying balances & signatures
- Receive mortgage, installment loan, cash reserve or any other payments, checking the due date
- Sell money orders, treasurer’s check, US savings bonds, and traveler’s checks
- Receive US savings bonds for payment
- Perform related clerical functions such as filing signature cards, or typing duties as requested by the Branch Manager
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Reconciled cash drawer and resolved discrepancies.
Billing Clerk at Partners Health System
Robert Half Staffing Agency
05.2007 - 11.2007
- Compiled, computed, medical records and other numerical data for billing purposes.
- Managed invoicing and payment processing operations.
- Verified accuracy of billing data and corrected discrepancies.
- Entered and maintained billing information in company internal databases for accessibility.
- Generated daily, weekly and monthly reports for billing department.
Deputy Branch Manager
CAPITAL BANK S.A
02.2006 - 10.2006
- Assist the Branch Manager and assume operation of the Branch in case of Manager’s absence
- Manage Internal Accounts and the Branch Funds
- Write reports on daily activities of the Branch for internal review
- Supervise Teller’s supervisor and the Customer representative group and ensure good quality of the Customer Service
- Take care Customer’s complaints as arise and escalated any issues to manager
- Coordinate branch activities and verify the daily transactions
- Train new hires, new Team leaders or Supervisors.
- Assessed employee performance and developed improvement plans.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Maintained friendly and professional customer interactions.
Senior Customer Service Representative
SOCABANK S.A
08.2003 - 02.2006
- Assist regular and business customers with opening and closing account
- Offer new service to existing and new customers – such as credit card
- Update customers’ records and verify information
- Train new hire and less experience customer representative
- Assist customers with complaints
- Signature Verification
- Clerical functions: Filing signature cars and folders.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Engaged clients in person and over phone to answer questions and address complaints.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Visited customer offices to handle on-site concerns and maximize account loyalty.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
SOCABANK S.A
07.2002 - 08.2003
- Assist customer with opening and closing account and any request made on their account
- Communicate with different department on issues or other bank services
- Escalated some issues to my supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
Human Resources Management -
Massassoit Community College
Brockton, Massachusetts12.2008
English as a Second Language -
Boston Academy of English
Boston, Massachusetts02.2008
Associate Degree in Business Administration -
Quisqueya University
Port-au-Prince, Haiti02.2004
Administrative Assistant -
Maurice Laroche University
Port-au-Prince, Haiti08.1997
Skills
- Excellent in Microsoft Office, Excel, PowerPoint, Outlook, Database, AS400, Branch Teller (FISERV)
- Good computer literacy and good at networking
- Customer Communication
Certification
- Human Ressources Strategies and all related aspects at ProUniq (02/01/15 - 05/01/15)
- Establish a system of Compensation and Incentive - Human Resources Training (04/01/13)
- Interview Technics - Human Resources Training
- Manage efficiently work relationship - Human Resources Training (08/01/12 - 09/01/12)
- SOFITRAINING (05/01/11)
Languages
English
Full Professional
French
Native or Bilingual
Haitian Creole
Native or Bilingual
Personal Characteristics
Very sociable and social, open-minded, culturally literate, ability to work in a multi-cultural environment, passionate about reading, documentaries, interior decoration and travelling.
Timeline
French Bilingual Customer Services Representative
AMERICAN CUSTOMER CARE/ World Education Services
03.2023 - Current
Human Resources Administrative Manager
CAPITAL BANK
04.2017 - 10.2022
Human Resources Coordinator
J/P Haitian Relief Organization Now CORE
12.2011 - 11.2016
Human Resources Officer
Tearfund Disaster Management Team, UK
10.2010 - 10.2011
Receiving and Balancing Clerk
Fiserv Braintree
03.2008 - 01.2009
Teller at OneUnited Bank
Robert Half Staffing Agency
12.2007 - 03.2008
Billing Clerk at Partners Health System
Robert Half Staffing Agency
05.2007 - 11.2007
Deputy Branch Manager
CAPITAL BANK S.A
02.2006 - 10.2006
Senior Customer Service Representative
SOCABANK S.A
08.2003 - 02.2006
Customer Service Representative
SOCABANK S.A
07.2002 - 08.2003
Human Resources Management -
Massassoit Community College
English as a Second Language -
Boston Academy of English
Associate Degree in Business Administration -
Quisqueya University
Administrative Assistant -
Maurice Laroche University
- Human Ressources Strategies and all related aspects at ProUniq (02/01/15 - 05/01/15)
- Establish a system of Compensation and Incentive - Human Resources Training (04/01/13)
- Interview Technics - Human Resources Training
- Manage efficiently work relationship - Human Resources Training (08/01/12 - 09/01/12)
- SOFITRAINING (05/01/11)
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