Business support assistant
World Food Program - Other Locations
Total years of experience :11 years, 5 Months
Received & handled a maximum number of calls and complaints. Achieved 15% of full calls received by hotline operators (with an average rate of 90 calls/day) without compromising data quality.
• Log cases full details into CFM/Hotline database upon receiving a call. This process includes segregating cases into different categories based on their nature, and into different priorities based on their criticality\sensitivity. Regularly update the status of all cases based on the responses received from the relevant units (CO programme unit /FOs /CPs /SC). Moreover, respond and close cases when the required information to handle cases are readily available or based on earlier feedback received from relevant units.
• Make feedback calls to the caller informing them of the results of their cases/complaints upon receiving satisfactory responses from the relevant units (CO programme unit/FOs/CPs/SC).
• Working on Data cleansing by preparing the CFM daily report, which is about data cleaning, as well as analysing the data and highlight the more frequent problems.
Microsoft Word, Excel, Outlook, PowerPoint, SharePoint
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Database management- Calendar management
• QuickBooks and Xero- Proficiency with photocopiers, scanners, and projectors
• Accurate data entry- Inventory and supply management
• Strong ability to execute work with a diversity, equity, and inclusion lens.
• Significant executive support experience, including supporting C-level executives
. • Expert proficiency with Microsoft Office and desktop publishing software; ability to design and edit graphic presentations and materials
• Strong verbal and written communication skills.
• Editing and Proofreading- Billing and record-keeping- Business Knowledge
• Prioritization and problem-solving
• Organization and planning- Research and analysis- Attention to detail
• Customer service- Phone Etiquette
• Discretion- Emotional Intelligence- Responsibility
• Teamwork and delegation- Management and training- Flexibility and efficiency Provided backup support to other departments, which was highly admired by General Manager.
• Accelerated the appointment system by incorporating an interactive calendar, resulting in hassle-free appointment scheduling.
• Collaborated with other departments of the company in order to centralize the database for easy retrieval of information.
• Demonstrated excellent customer service skills by assisting the marketing department in promotional activities and campaigns
. • Introduced a user-friendly electronic filing system, which reduced file retrieval time by 30%.
• Developed policies that saved the company 200 hours a year.
• Trained three interns in office tasks which later became full-time employees.
• Maintained appointment calendar for 10 conference rooms.
Recruitment/New Hire Process: • Participating in recruitment efforts • Posting job ads and organizing resumes and job applications • Scheduling job interviews and assisting in interview process • Collecting employment and tax information • Ensuring background and reference checks are completed • Preparing new employee files • Overseeing the completion of compensation and benefit documentation • Orienting new employees to the company (setting up a designated log-in, workstation, email address, etc.) • Conducting benefit enrolment process • Administering new employment assessments • Serving as a point person for all new employee questions Payroll and Benefits Administration: • Processing payroll, which includes ensuring vacation and sick time are tracked in the system • Answering payroll questions • Facilitating resolutions to any payroll errors • Participating in benefits tasks, such as claim resolutions, reconciling benefits statements, and approving invoices for payment Record Maintenance: • Maintaining current HR files and databases • Updating and maintaining employee benefits, employment status, and similar records • Maintaining records related to grievances, performance reviews, and disciplinary actions • Performing file audits to ensure that all required employee documentation is collected and maintained • Performing payroll/benefit-related reconciliations • Performing payroll and benefits audits and recommending any correction action
Completing termination paperwork and assisting with exist interviews • Prepare paperwork for HR policies and procedures • Coordinate HR projects, meetings, and training seminars • Prepare reports and presentations for internal communications
Business Administration
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