RUFUS JOHNSON
Washington,DC
Summary
Accomplished HR Generalist and Customer Service Representative with a proven track record at The University of Maryland, enhancing customer loyalty and streamlining HR processes. Expert in conflict resolution and data entry, significantly improved operational efficiency. I am skilled in fostering workplace diversity and driving strategic HR planning. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
The University Of Maryland
01.2021 - 06.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
HR Assistant
Howard University Hospital
01.2020 - 06.2023
- Documented human resources records and maintained confidentiality of sensitive personal information.
- Responded to inquiries by answering telephone calls, in-person questions and emails.
- Updated Human Resources Information System (HRIS) database, maintained data accuracy and assisted with system changes.
- Maintained office supplies, distributed mail and processed invoices for payment.
- Ensured accuracy of personnel records by meticulously maintaining confidential files and databases.
- Oversaw and managed hiring process and assisted human resources.
- Reviewed and screened applicant resumes to identify qualified candidates.
- Maintained compliance with labor laws by conducting thorough audits of HR practices and policies.
HR Generalist
MRO
03.2018 - 12.2020
- Ensured compliance with labor laws, reducing legal risks through regular policy reviews and updates.
- Reviewed and screened applicant resumes to identify qualified candidates.
- Reviewed existing policies and procedures to make recommendations for enhancing work productivity, recruitment, hiring processes, and talent management.
- Collaborated with cross-functional teams to achieve organizational objectives through strategic HR planning.
- Served as a trusted advisor to employees at all levels of the organization regarding career development, workplace policies, and conflict resolution.
- Prepared detailed reports on key HR metrics for senior leadership''s review, facilitating informed decision-making related to human resources operations strategy adjustments.
- Planned and managed recruitment activities for new hires using strategic personnel, staffing, and position management practices.
- Coached managers on effective performance management techniques, fostering a culture of continuous improvement among staff members.
- Managed benefits administration, ensuring accurate enrollment and timely processing of claims.
- Streamlined HR processes for increased efficiency and reduced administrative workload.
- Enhanced workplace culture by promoting diversity, inclusion, and open communication initiatives.
HR Coordinator
DECO
10.2013 - 09.2016
- 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.
- Assisted in payroll processing, ensuring accurate compensation for all employees based on hours worked and applicable deductions.
- Assisted with recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in interview process and drafting offer letters.
- Streamlined HR processes for increased efficiency, reducing time spent on administrative tasks.
- Reviewed human resources paperwork for accuracy and completeness.
- Enhanced company culture by organizing team-building events and professional development opportunities.
Education
Bachelor of Science - BACHELOR OF SCIENCE
Howard University
Washington, DC05.2023
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
Timeline
Customer Service Representative
The University Of Maryland
01.2021 - 06.2023
HR Assistant
Howard University Hospital
01.2020 - 06.2023
HR Generalist
MRO
03.2018 - 12.2020
HR Coordinator
DECO
10.2013 - 09.2016
Bachelor of Science - BACHELOR OF SCIENCE
Howard University
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