ADONIS TIPACTIPAC

▪ Managed inbound and outbound customer service calls, resolving a wide range of queries and complaints to maintain high customer satisfaction
▪ Resolved 50+ high-priority customer escalations weekly, achieving a 92% CSAT/NPS score through effective service recovery and strong customer
advocacy
▪ Acted as the primary escalation point for sensitive customer cases, using negotiation and conflict-resolution skills to de‐escalate situations and
secure positive outcomes
▪ Respond to customer inquiries via email, chat, and phone with timely, accurate information
▪ Use CRM and ticketing systems to log, track, and follow up on all customer interactions
▪ Meet or exceed KPIs for response time, resolution time, quality scores, and customer satisfaction
▪ Upsell and cross-sell relevant products during support interactions without compromising service quality

• Served as the first point of contact for employees, providing timely and professional support on HR policies, benefits, payroll, leave, onboarding, and HR systems
• Investigated and resolved complex employee concerns by collaborating with HR, Payroll, IT, and other departments to ensure accurate and timely solutions
• Resolved a high volume of HR inquiries through phone, email, and ticketing systems while consistently meeting service level agreements (SLAs) and maintaining high customer satisfaction.
• Maintained 100% compliance with UAE labour Law through effective management of employee documentation, contracts, and visa renewals.
• Identified recurring employee concerns and recommended process improvements that enhanced service efficiency and reduced repeat inquiries
• Resolved HR inquiries promptly and enhanced internal communication channels, contributing to improved employee satisfaction
• Created and updated knowledge base articles, standard operating procedures (SOPs), and HR guides to improve self-service resources and support consistency across the team

• Strategised with sales teams to prospect and qualify potential customers within assigned geographic territories.
• Developed and implemented value-adding strategies to increase product and service profitability.
• Generated new leads through networking at industry conferences and events.
• Launched new products with exceptional campaign planning.
• Completed market research to map key segments and expand customer base.
• Forecasted sales and market trends to improve business strategy.
• Researched competitor behaviour and adapted tactics to boost performance.
• Hosted focus groups to inform and enhance marketing strategies.
• Exceeded revenue goals by securing high-performing new accounts.

• Streamlined scheduling and documentation processes by introducing more efficient workflows, reducing administrative workload by 20% and improving overall operational efficiency
• Coordinated workforce deployment, crew scheduling, and transportation logistics, increasing resource utilization by 15% while ensuring seamless day-to-day operations
• Led employee engagement initiatives that boosted employee satisfaction scores by 25%, fostering a more positive and collaborative workplace culture
• Supported Day-to-Day and end-to-end HR operations, including employee relations, workforce planning, onboarding, and day-to-day HR administration across multiple projects, ensuring compliance with company policies and operational objectives

• Built positive relationships with recruiters to source external job candidates.
• Reduced staff turnover through improved training and incentive schemes.
• Maintained up-to-date knowledge of HR legislation for continued regulatory compliance.
• Enhanced workplace equality through tactical recruitment and training development.
• Provided one-to-one coaching sessions to identify relevant training opportunities.
• Led payroll teams in verifying prompt, accurate staff and freelancer payments.
• Implemented improved staff development initiatives for maximised employee retention.
• Interviewed and hired staff fitting job and team requirements.
• Coordinated reference and background checks for compliance with right-to-work guidelines.
• Led staff satisfaction surveys to identify improvement areas and implement strategic solutions.
• Wrote employee references for staff leaving company positions.

• Delivered comprehensive HR support across employee relations, compliance, and workforce administration functions to ensure effective workforce management.
• Streamlined management of employee records, HR documentation, onboarding activities, and benefits administration to enhance operational efficiency.
• Processed month-end payroll for prompt staff payments.
• Logged job applications, interviews and recruitment outcomes in orderly systems.
• Maintained clear, accurate salary records for improved department budgeting.
• Published current vacancies with clear job and applicant criteria.
• Coordinated staff meetings, booking appropriate spaces and communicating invites.
• Helped Improve employee retention by setting up enhanced training schemes.
• Approved invoices and timesheets ahead of payment to avoid payroll errors.
• Completed new joiner onboarding documentation and reference checks.

• Mentored and coached junior staff to produce high-performing, quality team members
• Promoted company values and vision, ensuring full team adherence and investment
• Upheld health and safety standards, maintaining complete compliance with department procedures
• Monitored staff performance levels, implementing necessary changes to improve productivity and meet targets
• Maintained staff compliance levels with HIPAA regulations through education and guidance
• Professionally handled difficult customer complaints and objections to maintain first-class customer service standards
• Fostered positive employee relationships through communication, training and coaching
• Supported team to overcome new challenges by forecasting knowledge and skills gaps

• Led a team of 15+ customer service representatives, increasing team productivity by 25% through coaching and performance management.
• Acknowledged for cultivating high-performing teams that significantly enhanced customer experience outcomes.
• Reduced the average response time by 18%, contributing to a 20% increase in customer satisfaction scores.
• Monitored KPI performance and quality metrics to uphold service standards and enhance operational excellence.
• Created onboarding programme that cut training time by 30%, enabling quicker integration of new hires.