Henry Vincent

• Provided Subject Matter Expertise (SME) on core HR processes, managing a team of 7 members, and driving performance through mentorship and leadership.
• Authored and implemented Standard Operating Procedures (SOPs) for HR operations across seven countries, streamlining processes and ensuring uniformity.
• Processed payroll for employees across diverse geographies, ensuring compliance with country-specific payroll regulations and maintaining data accuracy.
• Managed end-to-end new hire and exit processes, including onboarding and documentation, facilitating smooth transitions for employees across multiple regions.
• Led pre-boarding and exit processes, ensuring compliance with organizational policies and positive employee experiences.
• Processed country reassignment requests, ensuring timely and accurate updates to employee records and compliance with country-specific regulations.
• Maintained accurate records for active and inactive employees in HR systems, supporting data accuracy for payroll and compliance.
• Proactively updated and managed all other HR-related tasks for employees, including benefits, time-off balances, and employment history.
• Monitored quality control for the team, ensuring processes met organisational standards and satisfied client expectations.
• Conducted comprehensive Quality Control (QC) reviews across diverse regions, including Canada, Africa, MENA, Brazil, Argentina, Guyana, Mexico, Colombia, Peru, and the Bahamas, ensuring adherence to regional compliance standards and organizational policies.
• Conducted regular training and refresher sessions for team members to ensure updated knowledge on process changes and best practices.
• Adapted to changes in processes and ensured the team was promptly updated on new workflows, maintaining operational efficiency.
• Supported US recruitment processes as an HR recruiter, managing candidate screening, interview scheduling, and offer generation.
• Worked on Workday, Oracle, Service now, Docusing, Sap and Success factor.

• Provided constructive feedback to agents during performance reviews to enhance their service delivery.
• Monitored live and recorded calls to identify areas for improvement in customer service.
• Conducted research on monitored calls to provide actionable resolutions to the business.
• Maintained and updated attendance records for the team on a daily basis.

Monitoring live and recorded calls
Do research on the monitored calls and provide the resolution to the business
Providing feedback to the agents

• Maintained smooth operation of credit portfolio, providing responsive and effective services to internal and external customers.
• Reviewed delinquent accounts regularly to identify root causes, supporting proactive credit management strategies.
• Contacted customers regarding past due invoices, facilitating resolution of disputed invoices to ensure timely payments.
• Collected receivables using established collection procedures on a portfolio of customer accounts.
• Reconciled invoices and accounts for unapplied cash and credit to ensure accurate financial records.

• Implemented strategies to prevent fraud in offline and online orders.
• Compiled and distributed order reports to keep the team informed on performance.
• Generated daily Avaya reports to provide insights for team decision-making.
• Sent transport updates to team members to ensure timely communication.

• Achieved all SLAs in accordance with process guidelines, ensuring consistent service quality.
• Meeting sales targets, having knowledge of the campaign and the product.
• Answered calls using the most efficient method for each call type.
• Supported team with process knowledge and quality updates, enhancing overall performance.
• Motivated team to achieve company and team goals, fostering a collaborative environment.
• Managed attendance records to ensure punctuality and performance standards.
• Escalated calls to the Unit manager when assistance was required.
• Granted access to Client Database System to perform necessary updates.

• Managed calls for technical process, ensuring prompt resolution of customer inquiries.
• Served as the single point of contact for quality updates, ensuring team awareness and compliance.
• Coordinated team meetings during TL absence to maintain communication and project continuity.
• Prepared daily, weekly, and monthly reports.
• Engaged in extra-curricular activities to enhance team spirit and collaboration.

• Managed outbound calls for Providian bank credit card division, ensuring high-quality customer interactions.
• Achieved key result areas by consistently meeting established targets, contributing to overall team performance.
• Assisted team with process knowledge and quality updates, enhancing operational consistency.