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Rachel Pesnell
Strategic Support Services Manager
Multi-talented manager consistently rewarded and
promoted for continued success in operational
improvements. Bringing to the table over 17 years of
cumulative professional and supervisory experience
in fields such as HR Management, Customer Service
Management, Student Services & Strategic Support
Management. Proven to consistently meet
productivity, business and customer service
objectives. Expertise includes benefits administration,
compensation structuring and recruitment.
Work History
Strategic Support Services Manager
SBCS Global Learning Institute Limited, San Juan,
Trinidad
I've spent the last 15 years working at the School of
Business & Computer Science (SBCS) in Trinidad &
Tobago. My most recent promotion to Strategic
Support Services Manager includes key
responsibilities from my previous role as HR
Administrator, as well as responsibilities including (but
not limited to):
Manpower Planning – Collaborate with the
Executive Director (Weekly), HR Steering
Committee (Monthly) and Management (as
needed) to identify staffing needs and plan
appropriate action.
Industrial Relations: Preparation of Disciplinary
letters and other supporting documentation;
Counseling of stakeholders with regard to IR
Matters.
Performance Management – provide support for
Direct Managers during the conducting of
appraisals-
Address
Arima , Trinidad & Tobago
Phone-
Professional Summary
2019-03 Current
Contact
Human Resources Administrator II
SBCS Global Learning Institute Limited, San Juan,
Trinidad
Employee Benefit Administration: EAP, Health
E-mail-LinkedIn
https://www.linkedin.com
/in/rachelpesnell/
Skills
Excellent Communication
Customer Service
Management
Human Resources
Management
HRIS: Empxtrack
Student Services
Management
Stakeholder Management
Project Management
Microsoft Office Specialist
Organized & Meticulous
Insurance and NIS.
HR Reports: Absenteeism reports, Productivity
reports, etc.
HR Administration: Maintenance of HR Records filing and using HRIS (Empxtrack); Exit Interviews,
Vacation Planning and Staff Rostering and
Communication of staff updates.
Assist with monthly Payroll preparation (EZpay),
Established various employment recognition
programs-
Human Resources Assistant I
-
Facilities, Security, Health & Safety
Administrator
SBCS Global Learning Institute Limited, San Juan,
Trinidad
SBCS Global Learning Institute Limited, San Juan,
Trinidad-
Accounting Associate I
SBCS Global Learning Institute Limited, San Juan,
Trinidad
Managed Account Receivables portfolio.
Managed and maintained Accounts Receivable
customer database.
Customer Service – resolved queries as per
account and communicated with stakeholders.
-
Assistant Customer Service Team Leader
-
Customer Service and Call Centre
Operator
SBCS Global Learning Institute Limited, San Juan,
Trinidad
SBCS Global Learning Institute Limited, San Juan,
Trinidad
Managed call centre team's roster and activities.
Managed and ensured that established
parameters of Customer Service were maintained.
Responsible for the team in absence of the
Leader for both short and long term periods.
Accomplishments
Implementation of Reward and Recognition
Programme ("Ace of Attendance").
Implementation of Employee Anniversary
Recognition Programme.
Implementation of monthly HR email newsletter,
highlighting different teams, student news, health
updates, quizzes and more.
Implementation of the Employee Wellness and
Social Programme.
Introduced Paperless Recruitment Process.
Managed the national GATE "Government
Assisted Tertiary Education" student application
process.
Education-
Diploma: Industrial Relations
-
BA (Hons): Human Resources
Management
Cipriani College Of Labour And Cooperative Studies
- Trinidad & Tobago
University Of Greenwich - Trinidad & Tobago-
ABE Level 6 Diploma: Human Resources
Management
SBCS - Trinidad & Tobago
Professional Certificates & Workshops
Business Process Mapping (2017)
Employee Engagement For Business Success (2015)
Effective Delegation (2008)
Supervisory Management (2008)
Essential Communication Skills (2007)
Delivering Customer Service Excellence (2007)
SBCS Global Learning Institute - Trinidad & Tobago
Certificate: Employee Engagement For Business
Success
The Human Resource Management Association Trinidad & Tobago (2015)
