►Implement and monitor operational processes and system resulting in increased revenue generation and better customer servicing.
►Implement and maintain a recruitment plan to secure the best personnel which satisfy the skills/experience mix to enable the Company to operate effectively – both tactically and strategically.
►Co-ordinate all Administrative activities.
► Co-ordinate staff payroll and welfare.
►Provide information, advice and resource to support the implementation of all aspects of human resources deployment, motivation, development and training in order to meet team and company objectives.
► Design and implement reporting templates. Prepare reports on each account managed.
ACHIEVEMENTS: Successfully created a HR department from scratch and formulated HR policies where there was non existent.
► Involved in the formulation and implementation of corporate policies and initiatives.
► Managed human resource related matters for staff strength of 122
► Assisted in the development, reviews and editing of job descriptions for positions in the organization.
► Involved in the preparation, developing and editing of articles for the company newsletter.
► Designed, scheduled and facilitated training for staff members
► Collected and analyzed human resource data, and made recommendations to the Head, Human Resources.
► Handled payroll administration, staff benefits and welfare.
► Implemented and monitored operational processes and system resulting in increased revenue generation
► Developed training calendar and content and ensured regular departmental training of the entire operations team
► Identified and Implemented the key performance measure for the entire operations team (122 people)
ACHIEVEMENTS: Ensured improvement in service delivery via specially designed and extensive training programmes that recorded change in attitude and an improvement in quality of service rendered upon completion. Also ensured compliance with set standards and procedures via monitoring of work processes.
► Worked directly with the Chief Executive Officer, planning and managing daily schedules while ensuring a smooth transition of all activities within the office of the CEO.
► Successfully planned and organized several company special events.
► Represented the CEO at meetings and prepared minutes of same. Ensured the timely development of necessary action points for stakeholders.
► Carried out protocol duties for all outside engagements for the CEO.
► Was responsible for travel and accommodation logistics for all expatriate guests.
► Effectively handled data and records management
ACHIEVEMENTS: Ensured timely management of all activities and improved file management systems.
► Supervised the day to day customer relationship department processes and operations
► Handled customer complaints and difficult or aggrieved customers which resulted in customer retention
► Monitored and ensured team performance to match the expected performance resulting in revenue generation and team improvement
► Managed and ensured excellent customer relationship management with existing clients resulting in customer retention
► Generated reports and analysis for management decision
► Generated new clientele and business partnerships which helped achieve organizational target
► Provided prompt, excellent customer care support for new and existing business client
ACHIEVEMENTS: Re-positioned the business through effective customer servicing and cost cutting techniques which resulted in a significant increase in revenue.