Elie De Jesus
Clermont,FL
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Well-qualified People Resource professional with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges. Personable Human Resource professional with a solid background in talent acquisition, employee relations and performance management. Skilled in utilizing data and analytics to push strategic HR initiatives. Strong analytical skills and committed to implementing HR policies and procedures.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
18
18
years of professional experience
Work History
Human Resources Generalist
Powerback Rehabilitation
Kennett Square, PA
10.2022 - Current
- Provided guidance to managers and employees on payroll, FMLA, and benefits.
- Facilitated criminal background check process for new hires.
- Met with staff to resolve difficult situations related to performance and conflict management.
- Liaised with HR and payroll to coordinate and manage employee leaves of absence.
- Understood, interpreted and mediated human resources inquiries to support administration of human resources policies, procedures and programs.
- Collaborated with payroll to complete and upload pay data and worked with managers to support proper wage and hour compliance.
- Explained and administered medical insurance, disability and flexible spending accounts.
- Audited workplace, employee and management policies and procedures.
Human Resource Generalist
Startek USA
Denver City, CO
07.2021 - 07.2022
- As Human Resource Generalist, I complete many different roles including, HR training, New Hire Orientations, implementing best practices for team
- Implemented and supervised orientation procedures for new hires.
- Provided guidance to managers and employees on talent management, payroll, FMLA, and benefits.
- Facilitated criminal background check process for new hires.
- Met with staff to resolve difficult situations related to performance and conflict management.
- Liaised with HR and payroll to coordinate and manage employee leaves of absence.
- Handled new-hire orientation and basic recruiting tasks for best-in-class talent identification.
- Developed and enforced company policies and procedures relating to human resources activity.
- Conducted confidential investigations of discrimination, harassment, and workplace violence.
- Collaborated with payroll to complete and upload pay data and worked with managers to support proper wage and hour compliance.
- Processed unemployment claims and acted as company representative at unemployment hearings.
- Coached over 50 employees and educated management throughout an organization on appropriate guidelines for maintaining any legally-compliant workplace.
- Updated key human resource metrics on turnover and terminations using reporting tools on HRMS database.
- Provided advice to leadership on implementation of HR policies and procedures, collective bargaining and union agreements, and business rollouts.
Customer Service Manager
Support.Com
Redwood City, CA
08.2016 - 07.2021
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Resolved concerns with products or services to help with retention and drive sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring, and training team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated a mentoring program to improve areas of weakness.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Followed through with client requests to resolve problems.
Remote Customer Service Consultant
Nexfaktor LLC
Davenport, FL
10.2010 - 09.2019
- Provided Virtual Customer Service, Sales and Tech support for companies such as
- Carnival Cruise Lines, Turbo Tax, AT&T, Comcast, and Apple
- Performance Facilitator for a group of 20 agents with the specific goal of meeting and/or exceeding sales projections, implementing best practices through continued trainings, and conducting team member one-on-ones on a bi-weekly basis to improve team moral
- Worked as a calling coach for the Carnival Cruise company for 3 years mentoring new agents on policies and quality expectations.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
- Audited documentation to identify errors and documented findings for review and action.
- Collected and verified application data such as employment histories and financial documentation to determine plan eligibility.
Virtual Administrative Assistant / Market Researcher
JAC Sports Inc
BRONX, NY
09.2009 - 09.2010
- Conducted bookkeeping for 4 separate subsidiaries
- Performed market share research on organic materials for multiple hotels and organic-food vendors / distributors
- Compiled market data and generated power-point presentations for sales pitches.
- Completed administrative tasks by performing business correspondence, transcription and data entry.
- Managed electronic and paper filing systems by updating paperwork, maintaining documents and accurately recording information.
- Executed travel arrangements by researching and booking flights and accommodations.
- Analyzed and compiled data to prepare comprehensive reports for management.
Executive Operations Manager-Remote
CCS Rents LLC
Delaware City, DE
06.2008 - 01.2010
- Provided leadership for continual management and employee training initiatives.
- Oversaw staff and sub-contractor performance review assessments.
- Prepared documents for internal and external audits.
- Oversaw workforce management planning, volume predictions, and capacity planning.
- Optimized costs to contribute to productivity, cost development, and proficiency of central fulfillment operations.
- Procured contracting arrangements with sub-contractors and service providers.
- Promoted the use of multichannel communication strategies, automated chat, and social messaging.
Education
Bachelor of Arts - Business Administration
University of Phoenix
Phoenix, AZ07.2024
Bachelor of Science - Psychology
University of Phoenix
Tempe, AZ06.2024
Associate of Applied Science - Electronics Engineering
Johnson & Wales Univ
Providence, RI05.1999
Skills
- Zoom, Skype, Slack, Asana, Jira, MS Projects,
- QuickBooks, and TurboTax
- Adobe Systems Adobe Acrobat
- Microsoft Dynamics
- Talent Management
- Performance Management
- Google Docs
- Compensation and Benefits
- Team Bonding
- Report Generation
- Train Employees
- Performance Management Strategies
- Tax Software
- Leave of Absence Transitions
- Workers' Compensation
- HR Systems
- Apple macOS
- Adobe Systems Adobe Creative Cloud
- Instructing
- Training and mentoring
- ADP Workforce Now
Reading all Genres
I read all types of books from fiction to non-fiction. I love to do book clubs with my kids and have fun story telling. I have written a couple children novels but nothing highly publish4ed as yet still working.
Love to watch Anime and Rom.com movies with my daughter.
Timeline
Human Resources Generalist
Powerback Rehabilitation
10.2022 - Current
Human Resource Generalist
Startek USA
07.2021 - 07.2022
Customer Service Manager
Support.Com
08.2016 - 07.2021
Remote Customer Service Consultant
Nexfaktor LLC
10.2010 - 09.2019
Virtual Administrative Assistant / Market Researcher
JAC Sports Inc
09.2009 - 09.2010
Executive Operations Manager-Remote
CCS Rents LLC
06.2008 - 01.2010
Bachelor of Arts - Business Administration
University of Phoenix
Bachelor of Science - Psychology
University of Phoenix
Associate of Applied Science - Electronics Engineering
Johnson & Wales Univ
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