OMOLABAKE KIKELOMO JOSHUA
Esenyurt |Turkey
Mobile: +90 -; Email:-
HUMAN RESOURCES SPECIALIST
Personal Summary:
Accomplished and results-driven Human Resources Specialist with 12 years plus of extensive experience across multiple industries, including real
estate, logistics, sales, banking, consultancy, and management. Highly skilled in delivering strategic HR initiatives and driving organizational
performance through effective talent management, employee relations, and data analysis.
With a proven track record of enhancing HR functions and aligning them with business goals, I excel in managing HR projects, creating policies, and
fostering positive work environments. My expertise lies in:
Talent acquisition and retention strategies | Performance management and employee development | Workforce planning and succession management
| Compliance with labour laws and regulations | Stakeholder engagement and communication.
Throughout my career, I collaborated with cross-functional teams and stakeholders to implement industry best practices and innovative HR solutions.
My strong analytical and problem-solving abilities enabled me to identify and mitigate risks that ensured the achievement of business objectives.
In addition to my practical experience, I have continuously invested in my professional development, obtaining relevant certifications and participating
in targeted training programme. As a dedicated and proactive HR professional, I am committed to contributing my expertise to a dynamic organization
that values innovation and growth.
Skills:
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HRIS & ATS, MS Word, Excel, Power Point, Training, leadership & management.
Core Skills and Knowledge Base:
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Proficient in using HR software and tools such as HRIS,
ATS, and payroll systems.
Excellent written and verbal communication skills.
Relationship building and conflict management.
Negotiating & influencing skills.
Comprehensive knowledge of performance appraisal
systems, goal setting, and feedback mechanisms.
Proficient in conducting performance reviews and
supporting continuous improvement.
Communication and interpersonal skills.
Decision-making.
Expertise in sourcing, interviewing, and selecting right fit
candidates for the organization.
Analytical thinking and problem solving.
Employee relations & engagement
Comprehensive knowledge of performance appraisal
systems, goal setting, and feedback mechanisms.
Proficient in conducting performance reviews and
supporting continuous improvement
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HR policy development & compliance
Strong focus on promoting diversity, equity, and inclusion.
Proficient in designing and delivering training programs
that enhance skills and performance.
Strong analytical skills with the ability to interpret HR
metrics and data.
Experienced in using data to identify trends, assess
program effectiveness, and support strategic initiatives
In-depth knowledge of compensation structures and
benefits administration.
Experienced in conducting salary surveys and designing
competitive compensation packages.
Experienced in utilizing data analytics tools for HR
reporting and decision-making.
Knowledgeable in implementing and managing digital
learning platforms for employee training.
Organising and leading workshops & meetings.
Leadership and troubleshooting /problem solving.
Negotiation and Influencing People.
Documentation and presentation.
MS Word, Microsoft Excel, Power point.
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Certifications:
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Master’s in Business Administration – Istanbul Okan
University, Esenyurt, Turkey (In view)
Bachelor of Science, International Relations University of Lagos
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CitiHigh Business School – Certificate of
proficiency in Leadership and management
Chartered Institute of Personnel – Level 11
Work Experience:
Assistant Manager(CRS):, Dehenz Xpress Global, Esenyurt, Turkey; – (01/2024 To date).
As a Customer Relations Specialist, I successfully delivered a target operating model (TOM) and undertook business
process redesign and transformation initiatives to revamp company's web presence and digital channels, enhancing online
and public engagement strategies. I played a pivotal role in defining requirements for a new customer logistics and supply
chain business platform and ensured budget management compliance to align with the overarching organizational digital
transformation programme strategy and customer expectations.
Key Responsibilities and Achievements
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Answer customer questions via phone, email, live chat, or in person, providing accurate information about
products, services, and policies
Handle customer complaints or concerns by providing solutions, processing returns, refunds, or exchanges, and
ensuring customer satisfaction.
Assist customers with placing orders, processing payments, and ensuring timely delivery of products or services
Update and maintain customer accounts and records, tracking interactions, preferences, and purchase history for
better service.
Educate customers on products or services, offering recommendations based on their needs and preferences.
Process customer returns, exchanges, and warranty claims following company policies.
Work with other departments, such as sales, marketing, and technical support, to ensure customers’ needs are
met efficiently.
Keep track of customer service metrics, such as response time, resolution time, and customer satisfaction, to
report on performance.
Identify opportunities to recommend additional products or services that may benefit the customer.
Follow up with customers after an issue is resolved to ensure satisfaction and maintain a positive relationship.
When necessary, escalate complex or unresolved issues to higher management or specialized departments for
further resolution
Human Resources Manager; - City Planners Property and Investment Limited | Lagos, Nigeria | January 2013 – January 2023
I effectively managed a workforce of over 150 employees leveraging on my extensive expertise in HR management and business operations. My
efforts led to the successful implementation of transformative HR programme that drive HR functions and strategic initiatives. Throughout my tenure, I
increased employee satisfaction by 25% through the development and execution of employee engagement programme and improved retention rates
by 15% by implementing equitable compensation policies. I also delivered comprehensive training and development programme, resulting in a 20%
improvement in employee performance. I excel in conflict resolution, having successfully resolved over 50 workplace disputes, and building strong
employee relations by addressing their needs and concerns effectively. My strategic workforce planning ensures that HR operations align with the
company's broader goals. In addition, I implemented effective solutions that contributed to a 10% increase in overall productivity by analyzing data to
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identify areas for improvement. My approach to HR management brings a personal touch and ensured every employee feels valued and supported,
which significantly contributes to the company's success.
Key Responsibilities and Achievements:
• Implemented work processes promoting employee harmony, fostering a collaborative and positive work environment.
• Arbitrated a highly controversial harassment case, ensuring a fair and just resolution.
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Interviewed, hired, and trained 30 individuals for the sales team within a tight deadline, contributing to a 25% increase in sales.
Tracked vacancies, initiated recruitment processes, and organized HR seminars to attract and retain top talent.
Implemented a compensation policy that increased employee retention by 60%.
Introduced ongoing training procedures that improved customer service quality by 70%.
Organized team-building activities and work processes that promoted employee harmony and cohesion.
Developed and implemented a comprehensive employee engagement program that improved engagement levels by 70%.
Developed and implemented a salary structure ensuring equitable pay across the organization.
Managed the recruitment process, resulting in the successful hiring of key employees.
Introduced a comprehensive employee health benefits plan that lowered healthcare costs by 80% for the company.
Analyzed employee survey data and identified areas of improvement, leading to a 40% increase in employee retention.
Developed and implemented a comprehensive benefits program that improved employee satisfaction and morale.
Conducted salary surveys to ensure competitive compensation packages for employees.
Developed and implemented a comprehensive employee relations program that significantly improved employee satisfaction.
Successfully enhanced employee satisfaction and retention through strategic HR initiatives.
Improved customer service quality and employee productivity through effective training and development programs.
Fostered a positive and harmonious work environment, contributing to overall organizational success.
Assistant Human Resources Manager; - CitiHigh Resources Limited | Lagos, Nigeria | January 2013 – August 2012
Played key role to delivered strategic HR solutions and services by managing comprehensive records for over 200 staff members and championed
diversity and inclusion initiatives. I assisted managers in implementing HR policies and improving compliance by 15% by collaborating closely with
different departments. I also developed tailored staff handbooks, administered payroll, and created long-term HR planning strategies. My focus on
training programs led to a 20% improvement in employee onboarding. I excelled in recruiting, from writing job descriptions to interviewing candidates,
achieving a 95% success rate for client hire. With expertise in data analysis, I ensured clients' HR operations were efficient and compliant with
employment laws. My efforts in conflict resolution and promoting a safe work environment were instrumental in fostering positive workplace relations.
Overall, my role significantly contributed to the success of both CitiHigh Resources Limited and our clients by creating supportive and productive work
environments.
Key Responsibilities and Achievements
• Maintained comprehensive records and databases of over 200 staff and ensured data accuracy and confidentiality at all times.
• Spearheaded the digitization of records, which improved data retrieval efficiency by 40%.
• Led initiatives that fostered an inclusive workplace culture that actively promoted equality and diversity. My professional input and efforts
resulted in a 25% increase in employee satisfaction related to workplace inclusivity.
• Collaborated closely with various departments, often stepping into a consultancy role to provide tailored HR advice and support that enhanced
interdepartmental collaboration by 20%.
• Assisted line managers in the seamless implementation and understanding of HR policies and procedures that ensured compliance and
consistency across all levels of the organization.
• Efficiently managed payroll processing for over 200 employees by maintaining meticulous records, timely and accurate compensation that
reduced payroll discrepancies by 15%.
• Developed and implemented HR planning strategies with line managers to address both immediate and long-term staffing needs, leading to
a 30% reduction in time-to-hire.
• Conducted comprehensive training needs analyses with departmental managers by identifying and addressing skills gaps, which led to a
20% improvement in overall team performance.
• Interpreted and provided guidance on employment law for compliance and minimized legal risks.
• Managed the end-to-end recruitment process professionally. I successfully developed job descriptions, prepared job adverts, shortlisted
candidates, and conducted interviews. Successfully recruited over 50 staff members and improved the selection process efficiency by 25%.
• Engaged with a wide range of stakeholders on policy areas such as staff performance and health and safety that ensured alignment with
organizational goals and enhanced policy compliance by 20%.
Customer Service Advisor; - 1004 Estates Limited | Lagos, Nigeria | February 2011 – December 2012
Consistently provided outstanding customer service by addressing client needs and concerns promptly. During my duration, I successfully resolved
over 1,500 customer inquiries with professionalism and courtesy that significantly contributed to the success of the organization. My efforts resulted in
a 98% customer satisfaction rate, that reflected my commitment to positive customer experience.
Key Responsibilities and Achievements:
• Efficiently addressed client needs and concerns that ensured high level of customer satisfaction.
• Resolved a substantial volume of customer inquiries in a professional manner.
• Demonstrated exemplary communication skills to convey information effectively and build strong relationships with customers.
• Collaborated with cross-functional teams to resolve complex customer issues.
• Consistently met and exceeded customer service targets that showcased my commitment to excellence.
• Delivered exceptional customer service that contributed to the overall success of 1004 Estates Limited.
• Played an active role in training and development programme, thereby enhanced customer service skills and knowledge.
Project Assistant Officer; - CitiAgric Capital Limited | Lagos, Nigeria | April 2009 – January 2011
Developed, maintained, and managed organized records of project schedules and deadlines that contributed to the successful execution of various
projects.
Key Responsibilities and Achievements
• Developed and maintained organized records of project schedules and deadlines for efficient project management and timely deliverables.
• Prepared high-level reports, memos, letters, and other documentation
• Maintained a professional and error-free communication.
• Managed the project manager's schedule, updated itineraries daily and notified promptly of any changes.
• Collaborated with cross-functional teams to gather and analyze project data, contributing to comprehensive reports and presentations.
• Implemented effective record-keeping systems and facilitated smooth coordination between team members.
• Delivered exceptional project support that contributed to the overall success of CitiAgric Capital Limited.
• Played an active role in training and development programme that enhanced project management skills and knowledge.
• Successfully managed the project manager's schedule and consistently met all deadlines and achieved project milestones.
Customer Service Officer (Internship); - United Bank for Africa | Lagos, Nigeria | March 2008 – March 2009
Managed high-volume customer interactions and demonstrated my ability to handle complex issues with professionalism and efficiency. My experience
honed my problem-solving skills and allowed me to collaborate effectively with team members to streamline processes and enhance customer
satisfaction.
Key Responsibilities and Achievements:
• Managed high-volume customer interactions, served over 100 customers daily during peak holiday season.
• Addressed and resolved customer inquiries and complaints that ensured a positive and satisfactory resolution for each case.
• Provided product and service information to customers, guided them through their banking needs.
• Conducted customer follow-ups to ensure issues were resolved and gathered feedback for continuous improvement.
• Successfully resolved a critical customer service issue by promptly addressing a conflict between a representative and a valued client.
• Demonstrated exceptional problem-solving skills and the ability to handle challenging situations with professionalism and tact.
• Collaborated with team members to streamline customer service processes, resulting in a 15% improvement in efficiency and a 20%
reduction in response times.
• Maintained accurate and detailed records of customer interactions and facilitated effective follow-up and resolution of issues.
• Contributed to a 10% increase in customer satisfaction scores during the internship period.
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Volunteer work:
Winners Chapel, Esenyurt |Turkey – (Data, Digital & Media) - To date (Weekends only)
NOF foundation, Lagos Nigeria – Online Programme Coordinator – on project basis.
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