Grace Abbo
Kampala,Uganda
Summary
Driven HR Director bringing 2 years of experience in human resources leadership and organizational development. Persuasive communicator and decisive team manager. Demonstrated strong business acumen with in-depth knowledge in team building.
Overview
6
6
years of professional experience
Work History
Human Resources Executive
Ok Fantastic Fumigators Company Limited
07.2022 - Current
- Developed succession plans and promotion paths for staff.
- Educated employees on company policy and kept employee handbook current.
- Interviewed potential hires, negotiated salaries and benefits and performed reference checks.
- Provided updates on HR policy changes to employees to satisfy compliance and state laws.
- Managed other HR staff and oversaw completion of tasks and initiatives.
- Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
- Coordinated and engaged with leadership in planning and organizing calendars, events and activities.
- Directed hiring and onboarding programs for new employees.
- Processed employee claims involving performance issues and harassment.
- Coordinated work activities for HR managers, specialists and recruiting agents.
- Maintained human resources regulatory compliance with local, state and federal laws.
- Directed job fairs to bring in local talent for long term and seasonal positions.
- Recommended appropriate resolutions to employee relations concerns and handled disciplinary issues and investigations of misconduct.
- Designed and implemented region-wide recruitment, behavior-based interviewing and skill matching procedure, decreasing employee turnover.
- Performed administrative and customer service functions by responding to general employee inquiries, addressing employee relations issues and scheduling meetings.
- Conducted investigations and assisted with handling employee complaints involving Affirmative Action and EEOC to promote equitable workplace.
- Evaluated human resources structure and plan for continual improvement and offered individuals professional and personal growth opportunities.
- Met with employees annually for progress reviews and performance assessments.
- Followed programs closely to assess effectiveness and make proactive changes to meet changing demands.
- Liaised between multiple business divisions to improve communications.
- Structured compensation and benefits according to market conditions and budget demands.
- Wrote employee manual to cover company policies, disciplinary procedures, code of conduct and benefits information.
- Conducted company-wide town hall meetings to convey updates.
Customer Service Executive
Youth Alife Initiative Africa
02.2019 - 05.2022
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Conducted regular performance evaluations, identifying areas for improvement and implementing necessary changes.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Streamlined communication channels for improved efficiency in handling customer concerns.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Played a pivotal role in successful product launches by effectively communicating features and benefits to potential clients.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Asked open-ended questions and researched issues in system to resolve various customer billing errors.
- Corresponded with delinquent customers to collect payments and make billing arrangements.
- Monitored key performance indicators to ensure continuous improvement in service quality.
- Implemented new protocols to optimize team performance and deliver consistent results.
- Informed customers of upcoming promotions and deals to boost sales.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Facilitated team meetings and workshops to encourage open communication, sharing of best practices, and the development of new ideas for enhancing customer service delivery.
- Drove process improvements aimed at increasing operational efficiency and reducing wait times for customers.
- Spearheaded initiatives that streamlined work processes, enabling the team to handle more calls efficiently without compromising on client satisfaction levels.
- Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
- Evaluated interactions between associates and customers to assess personnel performance.
- Organized training sessions focused on enhancing team members'' product knowledge and problem-solving abilities.
- Increased efficiency and team productivity by promoting operational best practices.
- Persuaded customers to sign up for customer loyalty program to generate additional company revenue.
- Developed and updated databases to handle customer data.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
- Implemented and developed customer service training processes.
- Trained staff on operating procedures and company services.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Created and maintained detailed database to develop promotional sales.
Education
Bachelor's In Public Administration - Public Administration
Uganda Christian University
Mukono-Uganda08.2021
High School Diploma - High School Subjects
Equatorial College
Butaleja District01.2016
Skills
- HR policies and procedures
- Organizational Culture
- HR analytics
- Payroll coordination
- Exit Interviews
- Employee Relations
- Staff Supervision
- Internal Communications
- Training development
- Training leadership
- Workforce improvements
- Occupational safety
- Succession Planning
- Training programs
- Job Analysis
- Recruitment strategy
- Recordkeeping
- Recruitment Strategies
- Employee Surveys
- Labor negotiations
Accomplishments
- Collaborated with team of 10 members in the development of Project name.
- Resolved product issue thorough consumer testing.
- Achieved a 100% results by hitting target within the first 2 weeks of the month with accuracy and efficiency.
Languages
English
Advanced (C1)
Luganda
Upper intermediate (B2)
Japadhola
Bilingual or Proficient (C2)
Lunyole
Advanced (C1)
Timeline
Human Resources Executive
Ok Fantastic Fumigators Company Limited
07.2022 - Current
Customer Service Executive
Youth Alife Initiative Africa
02.2019 - 05.2022
Bachelor's In Public Administration - Public Administration
Uganda Christian University
High School Diploma - High School Subjects
Equatorial College
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