Dahlia S.
Junior Human Resources Specialist
Open to offersNew to PlatformAbout
Dahlia S., an accomplished graduate in International Relations from The University of the West Indies, specializes in human resources with extensive experience in employee records management, payroll, HRIS systems, and recruitment coordination. As a Human Resources Specialist at Ibex Global in Portmore, St. Catherine, since July 2024, Dahlia has been instrumental in managing full-cycle HR operations, ensuring data accuracy, and maintaining compliance with labor regulations. She expertly manages Leave of Absence processes, addresses payroll inquiries, and supports HR audits. Previously, as a customer service agent at the same company, she excelled in handling high-volume customer interactions and maintaining CRM systems, consistently exceeding key performance indicators. Her proficiency in employee relations, payroll processing, and HR software underscores her ability to support organizational growth and enhance employee experiences. Dahlia's adaptability and effective communication skills are pivotal in her collaborative efforts to drive HR initiatives and optimize operational efficiency.
Experience
Human Resources Specialist
Ibex Global · 2024 — PresentSupported HR operations involving recruitment, onboarding, training, and employee relations. Maintained HRIS data integrity, ensuring proper employee records and compliance. Managed Leave of Absence processes alongside managers and employees, and addressed payroll inquiries by conducting investigations and escalating issues. Ensured adherence to company policies, labor regulations, and workplace safety standards while maintaining employee personnel files and confidential documentation. Assisted audits and external requests, including government documentation, while addressing employee relations issues through counseling and conflict resolution. Collaborated with diverse teams to enhance HR initiatives and participated in reporting, meetings, and process improvement efforts.Agent in customer service
Ibex Global · 2023 — 2024Managed a substantial volume of inbound and outbound customer interactions via phone, email, and chat. Efficiently resolved inquiries and complaints to maintain high customer satisfaction. Documented customer interactions accurately in CRM systems such as Salesforce and Zendesk. Achieved KPIs related to Average Handle Time, First Call Resolution, and Customer Satisfaction by addressing complex issues appropriately and ensuring timely follow-up. Processed transactions including orders, refunds, and service requests in alignment with company policies while providing product and service information and troubleshooting basic technical issues. Maintained comprehensive knowledge of products and services, fostering strong customer relationships through effective communication and problem-solving. Adhered to quality assurance standards, compliance policies, and data protection guidelines while collaborating with colleagues to enhance service delivery.
Skills & Expertise
Education
- Bachelor of Science, International RelationsThe University of the West Indies, Mona · — — 2023
- Associate of Science, SociologyExcelsior High School · — — 2018
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