Elizabeth Alade
5+ Years Experience in Customer Service and Human Resource
Management
Odubanjo Street, Pedro
Shomolu, Lagos
--
EXPERIENCE
SKILLS
Arami Essentials Cosmetics, Lagos— Customer Service
Executive
HR Information Systems (HRIS)
April 2022 - PRESENT
SuccessFactors]
Mastered CRM Tools: Proficient in using Zoho corporation, Zendesk,
Hubspot, and Sales Force to manage and track customer interactions,
[BambooHR, Workday, SAP
Communication Tools [Slack, Microsoft
Teams, Zoho, Zoom, Google Meet]
resulting in streamlined case resolutions and improved documentation.
Employee Engagement [ Culture Amp,
Consistently Maintained High Customer Satisfaction Scores: Maintained
Customer Relationship Management
an average customer satisfaction rating of 80% across over 25,000
(CRM) Tools [Salesforce, Zendesk,
customer interactions, ensuring prompt and effective resolutions.
Zoho, Hubspot]
15Five]
Decreased average response time by 70% through efficient ticket
management and proactive issue resolution, significantly improving the
Applicant Tracking Systems (ATS):
customer experience.
[Smart recruiters, Zoho recruit,
BambooHR]
Trained and Mentored New Hires: Played an integral role in onboarding
and training over fifteen new team members over the last two years,
Microsoft Office Suite (Excel, Word,
resulting in a 25% reduction in training time and faster team integration.
PowerPoint)
Implemented employee engagement and retention strategies that
reduced turnover by 45%, including introducing mentorship programs,
feedback systems, and personalized career development plans.
Resolved High-Volume Queries: Successfully handled over 100 inbound
calls/emails/queries per day, through the use of AI technologies such as
QUALIFICATION
Chatbot, Knowledge bases, and FAQS, Automated ticketing system,
Analytical & Data-Driven: Proven
Analytics, and reporting, demonstrating excellent multitasking and
ability to use data and metrics to drive
problem-solving skills while maintaining quality service.
decision-making, optimize HR and
customer service processes, and provide
Cross-functional Project Involvement: Actively participated in
cross-functional projects such as the launching of CRM software like
Zoho, Zendesk, and Salesforce to optimize customer support workflows,
leading to a 60% increase in team efficiency.
actionable insights.
Tech-Savvy: Comfortable working with
various HR and customer service
technologies, including [HRIS
platforms, CRM software,
Communication tools, and Employee
engagement software ].
We Share Group, Lagos— Human Resource Executive
Performance Management:
April 2020 - March 2022
Experienced in developing and
Talent Acquisition Success: Spearheaded the recruitment of over fifty
systems, providing continuous
new hires across various departments, reducing time-to-hire by 45% and
feedback, and aligning employee goals
improving overall candidate quality through streamlined recruitment
with organizational objectives.
processes.
Talent Acquisition Expertise: Proven
Employee Retention: Implemented employee engagement and retention
strategies that reduced turnover by 50%, including the introduction of
mentorship programs, feedback systems, and a personalized career
development plan
Improved Onboarding Process: Revamped the onboarding process,
reducing new hire integration time by 40%, and improving first-year
retention rates by 75% by creating more effective training and orientation
programs.
Performance Management Initiatives: Led the roll-out of a new
performance management system that enhanced employee feedback,
coaching, and career development opportunities, resulting in a 55%
improvement in employee productivity.
Learning and Development: Designed and launched a company-wide
training program that increased employee skill levels in key areas,
leading to a 35% improvement in internal promotions and professional
development outcomes.
Cost Reduction in Recruitment: Negotiated partnerships with
recruitment agencies and optimized in-house recruitment strategies,
resulting in a 30% reduction in recruitment costs.
Diversity and Inclusion Efforts: Championed diversity and inclusion
programs that increased workforce diversity by 50%, contributing to a
more inclusive company culture and higher employee engagement.
Pointek Limited, Lagos—
Human Resource Assistant
April 2019 - April 2020
Increased Employee Data Accuracy: Ensured 100% accuracy in
maintaining employee records by implementing a more efficient HR filing
system, reducing discrepancies in payroll and benefits administration.
Reduced Administrative Workload: Successfully introduced digital forms
for employee requests (such as leave, travel, and expense approvals),
reducing paperwork and cutting processing time by 50%.
Supported Payroll and Benefits Administration: Ensured the timely
managing performance appraisal
track record in full-cycle recruiting,
hiring, and onboarding processes that
have resulted in reduced time-to-hire
and improved employee retention rates.
Attention to Detail: High level of
accuracy in managing employee
records, service tickets, and compliance
documentation, ensuring data integrity.
Certifications
Associate Professional in Human
Resource International (Certification
Edge )
Customer Service Excellence (Business
Training Works, Inc.)
processing of payroll and benefits for over 200 employees, resulting in a
65% reduction in payroll discrepancies and improved employee
satisfaction.
Employee Relations Support: Helped resolve over 100 employee concerns
and issues by working closely with HR management, contributing to a
50% improvement in overall employee satisfaction.
Compliance and Documentation: Assisted in the review and updating of
HR policies, ensuring full compliance with labor laws and company
regulations, reducing compliance-related issues by 55%.
EDUCATION
University of Lagos, Nigeria
— MSc Industrial and Labor Relations
September 2024 - September 2026
Ekiti State University, Nigeria
— BSc Economics
October 2014 - March 2019
PROJECTS
Employee Wellbeing Initiative— To enhance employee
well-being, reduce absenteeism and staff turnover, reduce
stress, and increase engagement.
Key Actions:
Conducted employee surveys to identify key areas of concern related to stress, work-life balance, and health.
Collaborated with external wellness experts to create wellness initiatives, including fitness challenges, mental
health support, and nutritional counseling.
Introduced flexible work schedules, mindfulness workshops, and stress management seminars to improve mental
health.
Set up an Employee Assistance Program (EAP) offering confidential counseling and support services.
Results:
●
Achieved a 50% improvement in employee engagement and satisfaction scores related to health and
well-being.
●
Reduced absenteeism by 65 % within the first three months of the program's launch.
●
Increased participation in wellness activities by 55%, fostering a healthier and more productive workforce.
