Haneen Kenanah

1- Maintain personnel files with high confidentiality of information, easy retrieval, and up to date documents, including Process, verify, and maintain documentation relating to personnel activities.
2- Helps with the implementation of services, policies, and programs for staff, answering general HR inquiries.
3- Providing assistance in hiring process activities such as posting jobs on job board or website, reviewing applications and maintaining a spreadsheet on tracking an applicant, including and not limited to schedules interviews for qualified applicants, coordinate recruitments and examinations needed documents and space, help in conducting job interviews as required.
4- Schedules orientation and notifies specific departments for training purposes, make sure that new staff has all required facilities to start, badges, entrance permit, RI email address, medical insurance, Mobile phone, stationary
5- Administration of staff medical insurance and staff inquiries.
6-Gathering, verifying payroll information such as time sheets and attendance, leave forms; obtaining necessary signatures.
7- Follow up with social security
8- Implement monthly over time reports

1-Issue daily and weekly reports including the performance of employees, number of calls, types and duration of problems faced, comparison reports, complaints and faults related reports using customer care systems and recording calls.
2- • Supervise and coordinate activities of customer care staff to ensure work schedules, training, etc. Instruct customer care staff in order to ensure high quality of service and enhance customer satisfaction.
3- • Interpret and communicate work procedures and policies to the staff in conformity with high performance standards.
4- • Resolve complaints and answer questions of customers regarding services and procedures to enhance customer satisfaction.
5- • Responsible for staff scheduling to include: work assignments/rotations, employee training, employee vacations, employee breaks, overtime assignment, back-up for absent employees, and shift rotations.
6- • Analysis of call volume on continuous basis. Keep manager informed of call volume changes. Make recommendations if more staff is required or if change of process will assist in meeting Service Level Agreements (SLA’s).

7- • Work as an information source to answer staff questions, assigning tasks, following up and giving instructions as needed.

1- Answer calls and using the necessary systems perfectly
2-Research required information using available systems-
3-Manage and resolve customer complaints
4- Provide customers with product and service information
5- Identify and escalate priority issues