Anetria Greene
Eight Mile Rock, Hanna Hill, Freeport
Summary
Proven HR Coordinator with a track record of enhancing staff engagement and compliance at Itel. Skilled in HRIS data management and talent acquisition, I boosted employee satisfaction and streamlined onboarding processes. My adept handling of regulatory compliance and commitment to fostering a positive work environment have been pivotal in achieving organizational goals.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
8
8
years of professional experience
Work History
HR Coordinator
Itel
04.2021 - 01.2025
- 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.
- Enhanced company culture by organizing team-building events and professional development opportunities.
- Maintained accurate employee records in HRIS systems, enabling efficient data retrieval for reporting purposes.
- Supported human resources staff with new hire orientations and monthly departmental meetings.
- Explained employee compensation, benefits, schedules, working conditions, and promotion opportunities.
- Coordinated employee recognition programs, boosting morale and increasing overall satisfaction levels within the company.
- Increased compliance with labor laws by conducting regular audits of HR policies and procedures.
- Conducted exit interviews to gather valuable insights into areas for improvement within the organization.
- Managed employee relations issues with tact, conducting investigations and providing guidance to managers for resolution.
- Managed FMLA requests and ADA accommodations, maintaining compliance with federal guidelines while supporting employee wellbeing.
- Supported HR functions with emphasis on record keeping, data entry, and general HR tasks.
- Conducted new employee onboarding and provided ongoing orientation training.
- Handled employee inquiries and complaints regarding policy and benefits issues.
- Completed employee employment verifications and unemployment paperwork prior to hire or termination.
- Instructed senior leaders on appropriate employee corrective steps.
Call Center Supervisor
ITel BPO
03.2018 - 01.2021
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Conducted performance reviews to identify areas for improvement, setting clear objectives for team members.
- Achieved high levels of employee engagement by implementing recognition program for outstanding performance.
- Maintained up-to-date knowledge of products and services offered to customers.
Customer Service Representative
Itel BPO Smart Solutions
02.2017 - 03.2018
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Documented and detailed calls and complaints using call center's CRM database.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Detailed payment options and explained price, receipt and billing details to customers.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
- Assisted team members in improving their performance through constructive feedback and sharing best practices.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Business
St. Paul's Methodist College
Freeport, Grand Bahama06-1994
Office System And Administration
BTVI - Bahamas Technical And Vocational Institute
Grand Bahama06-2003
Skills
- Human Resources Policies
- Onboarding Processes
- Data Management
- Conducting Background Checks
- Information Privacy
- Payroll Coordination
- Staff Engagement Initiatives
- Regulatory Compliance
- New Hire Orientation
- New Hire Onboarding
- Human resource information system HRIS
- Talent Acquisition
Timeline
HR Coordinator
Itel
04.2021 - 01.2025
Call Center Supervisor
ITel BPO
03.2018 - 01.2021
Customer Service Representative
Itel BPO Smart Solutions
02.2017 - 03.2018
Business
St. Paul's Methodist College
Office System And Administration
BTVI - Bahamas Technical And Vocational Institute
Similar Profiles
Shamika MondesirShamika Mondesir
Customer Service Rep at ItelCustomer Service Rep at Itel
Kristine PeterKristine Peter
Customer service representative at ItelCustomer service representative at Itel
Omar Josué Rivera LópezOmar Josué Rivera López
Customer care representative at itelCustomer care representative at itel