Sheza Ali

Key Responsibilities:

• Managed end-to-end recruitment cycle for multiple positions in various industries.
• Coordinated with Department HOD’s understanding their requirements for defining job position.
• Prepared offer letter, employment contract, and job descriptions, completing joining formalities and documentation.
• Scheduled and arranged training while coordinating with external trainers and training programs.
• Evaluated the effectiveness of the respective training programs by obtaining feedback from employees.
• Prepared final settlements, leave, salary, and all employee benefits.
• Compiled & processed attendance data in the attendance system.
• Maintained employees’ personal files & records and communicated HR policies across the organization at all levels.
• Prepared employees’ onboarding by establishing and conducting orientation programs for new hires.
• Heard and resolved employee grievances.
• Maintained management guidelines by preparing, updating, and recommending HR policies and procedures.
• Enters employee data in HRIS (Prime HR) regarding PF, travel expenses, and salary breakups.
• Address employee grievances and manage or facilitate other managers in managing workplace conflicts and employee issues.
• Help in HR audit.
• Responsible to coordinate with the bank for opening the bank account for the new staff.
• Scheduled and arranged travel visa & accommodation for management as per requirement and operations.

• Screened applicant resumes and coordinated both phone and in-person interviews.
• Organized new employee orientation schedules for new hires.
• Delivered friendly assistance with new hires throughout interviewing and hiring process.
• Filed paperwork, sorted, and delivered mail and maintained office organization.
• Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
• Answered and redirected incoming phone calls for office.
• Applied mediation and collaboration to successfully resolve employee complaints and grievances.
• Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
• Scheduled and coordinated interviews between hiring managers and potential candidates.
• Aided staff with employee performance review paperwork and documentation.
• Responded to employee inquiries regarding benefits and other HR topics.
• Coordinated employee relocation processes.
• Updated and maintained employee attendance records.
• Set up orientations and initial training for new employees.
• Participated in job fairs to recruit new talent.
• Compiled employee records from individual departments to maintain central files.
• Participated in recruitment and selection process for new hires.
• Tracked various statistics and kept detailed records to support human resources department.
• Conducted exit interviews with terminated employees.
• Checked references for potential candidates.

• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
• Provided responses to guest reviews on TripAdvisor, Booking.com and other websites.
• Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
• Held office meetings with staff to answer questions, resolve issues, and keep employees informed of changes.
• Trained new staff on correct procedures, compliance requirements, and performance strategies.
• Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
• Handled tasks and responsibilities for front office employees during periods of understaffing.

• Promoted company brand and unique offerings through personalized customer service.
• Provided primary customer support to internal and external customers.
• Assisted call-in customers with questions and orders.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Completed data entry to record call notes, suggestions and questions.
• Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
• Established and accurately prepared customers accounts to complete new purchases.
• Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
• Communicated with clients regarding account services, statements, and balances.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Developed customer service policies and procedures to meet and exceed industry service standards.
• Tracked customer service cases and updated service software with customer information.
• Processed customer service orders promptly to increase customer satisfaction.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Utilized customer service software to manage interactions and track customer satisfaction.