Rebecca Keating
Grande Prairie,AB
Summary
Dynamic HR professional with over ten years of exceptional experience in enhancing customer service, quality assurance, talent management, and employee relations. Leading innovative initiatives to optimize talent acquisition and foster operational excellence. Adept at providing both strategic and hands-on support to build high-performance cultures that effectively achieve organizational goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Manager, Talent Management, and Organizational Effectiveness
EMTS LTD
09.2023 - 08.2024
- · Developed and implemented a comprehensive talent management strategy aligned with EMTS's business goals to improve organizational effectiveness with a staff strength of over 1000.
- · Led the "talent nurturing" initiative, successfully managing programs that directly contributed to the organization's growth and effectiveness.
- · Created and executed strategies to establish a strong talent pipeline, meeting both current and future business role requirements.
- · Collaborated effectively with HR teams to deliver strategies that promote Career Growth and Employee Retention, ensuring a cohesive approach to talent development.
- · Managed and analyzed metrics for talent and organizational development, using data to provide strategic insights that align with EMTS's growth objectives.
Acting Manager, Talent Management, and Organizational Effectiveness
EMTS LTD
02.2023 - 09.2023
- · Delivered innovative approaches, creative ideas, and strategic business insights to HR leadership, significantly enhancing the effectiveness, reach, and visibility of career programs.
- · Established and monitored key performance indicators to promote a culture of accountability and efficiency, driving continuous process improvements within the team.
- · Acted as a subject matter expert by offering consultative guidance on career solutions and proposing data-driven recommendations aligned with company policies and regulations.
- · Kept up-to-date with industry best practices and trends, utilizing insights to identify improvement opportunities and collaborate with subject matter experts.
- · Advised on and supported the creation of customized tools to enhance the Talent Management process, aiding in strategic decision-making and planning.
Specialist, Talent Management
EMTS LTD
09.2020 - 02.2023
- · Led initiatives to align talent identification, acquisition, and development with EMTS’s organizational objectives, ensuring a cohesive and integrated approach.
- · Researched departmental needs, employee feedback, and training effectiveness, applying best practices to improve overall recruitment and training processes.
- · Utilized data from various systems and platforms related to talent, performance, and engagement to generate insights, supporting informed decision-making in talent management.
- · Created, analyzed, and presented reports on talent initiatives, including talent ratings, succession planning progress, flight risks, and assessment data, making informed decisions and recommendations for subsequent actions.
- · Aided in integrating talent initiatives with broader HR programs, such as Employee Engagement and Talent Acquisition, promoting cross-functional collaboration.
- · Assisted in diagnosing and analyzing talent needs across the organization, developing tailored solutions to address individual and business requirements.
- Assisted in diagnosing the need for inclusiveness in gender distribution across management level using data analytics.
Specialist, Employee Relations (Job Rotation)
EMTS LTD
02.2020 - 09.2020
- · Mastered the onboarding process by creating a seamless and welcoming experience for new hires, ensuring smooth integration into the organization.
- · Effectively onboarded new employees during the COVID-19 lockdown, providing essential support to facilitate their integration into the organization.
- · Took the lead in managing employee health initiatives, overseeing comprehensive registration, resolving issues promptly, and promoting engaging health programs.
- · Gained valuable insights through exit interviews and guided expatriates through HR processes, ensuring a smooth transition.
- · Facilitated optimal performance by coordinating the provision of office space, furniture, and facilities.
- · Generated detailed reports that contributed to data-driven decision-making and strategic HR planning.
Specialist, Quality Assurance
EMTS Etisalat
09.2013 - 02.2020
- Executed quality assurance/control functions, ensuring unwavering compliance with a total quality management framework across all Customer Care groups.
- Mentored and monitored front-line teams daily, ensuring steadfast adherence to set customer experience standards.
- Played a pivotal role in the recruitment of front-line staff, contributing to the assembly of a high- performing team.
- Conducted regular audits on Key Customer Related processes, optimizing operational efficiency.
- Generated intelligence and trend reports, managing efficiency indicators of the department with a keen eye for improvement.
Customer Care Executive
EMTS (ETISALAT NIGERIA)
06.2011 - 09.2013
- Responded to inquiries with precision, clarifying desired information through meticulous research and prompt information provision with an average of 80 calls per day.
- Resolved complex issues by delving into comprehensive research, exploring alternative solutions, and implementing effective resolutions. Escalated unresolved problems for swift resolution.
- Showcased adept tele-marketing skills, capitalizing on opportunities to up-sell and cross-sell company products, contributing to revenue growth.
- Maintained call center database with precision, ensuring accurate and up-to-date information for seamless operations.
- Updated job knowledge continuously, actively participating in knowledge verification tests, and staying abreast of trends and product innovations for enhanced customer service
Education
Bus Admin PDip Certificate in Human Resources - Human Resource Management
Northwestern Polytechnic
Grande Prairie, AB04.2025
Professional Certificate in HRM - Human Resources
Chartered Institute of Personnel Management
Nigeria07.2020
Bachelor of Science - Plant Science (Botany
University of Ilorin
Nigeria10.2006
Skills
- Talent Management
- Quality Assurance
- Human Resource Management
- Customer Service Excellence
- Analytical Skills
- Leadership and Supervision
- Training and Development
- Strategic Thinking
- Communication and Relationship Management
- Organizational Efficiency
Languages
English
Full Professional
Certification
Certified Contact Center Quality Analyst (CCCQA)
Timeline
Manager, Talent Management, and Organizational Effectiveness
EMTS LTD
09.2023 - 08.2024
Acting Manager, Talent Management, and Organizational Effectiveness
EMTS LTD
02.2023 - 09.2023
Specialist, Talent Management
EMTS LTD
09.2020 - 02.2023
Specialist, Employee Relations (Job Rotation)
EMTS LTD
02.2020 - 09.2020
Specialist, Quality Assurance
EMTS Etisalat
09.2013 - 02.2020
Customer Care Executive
EMTS (ETISALAT NIGERIA)
06.2011 - 09.2013
Bus Admin PDip Certificate in Human Resources - Human Resource Management
Northwestern Polytechnic
Professional Certificate in HRM - Human Resources
Chartered Institute of Personnel Management
Bachelor of Science - Plant Science (Botany
University of Ilorin
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