Stephan Thompson
Surrey,BC
Summary
Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into HR initiatives. Strong communication and interpersonal skills and committed to pursuing best practices related to employee development and retention.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Workforce Analyst (Independent Contractor)
Care Solace
11.2022 - Current
- Collaborated with managers to identify and address employee relations issues.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Managed overtime, shift swaps, breaks and PTO requests for 400 employees.
- Developed and implemented onboarding and orientation programs for new employees.
- Completed human resource operational requirements by scheduling and assigning employees.
- Worked with management to develop strategic and tactical plans to meet different requirements.
Workforce Real Time Analyst
Sutherland Global Service
02.2020 - 01.2023
- Produced and updated documents, reports and tracking spreadsheets using HRIS, ADP and IEX.
- Administered performance-based incentive and bonus plans, encouraging employee excellence.
- Managed overtime, shift swaps, breaks and PTO requests.
- Managed real-time inbound call traffic across multiple contact center locations.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Set and adjusted to schedules to maintain optimal coverage and service levels for 2250 employees.
HR Specialist (Independent Contractor)
Lull Ventures
09.2021 - 11.2022
- Partnered with senior leadership to establish and develop corporate and HR policies and procedures.
- Developed and monitored employee recognition programs.
- Assisted with writing job postings and job descriptions for boards.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Analyzed and reported on employee turnover rates to determine root causes and make recommendations for improvement.
- Oversaw and managed hiring process and assisted human resources.
- Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Briefed job applicants regarding responsibilities, benefits and schedules to provide information regarding job specifications and logistics.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
- Developed and implemented onboarding and orientation programs for new employees.
- Completed human resource operational requirements by scheduling and assigning employees.
- Resolved employee complaints and grievances successfully through mediation and collaboration.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Reviewed and screened applicant resumes to identify qualified candidates.
- Collaborated with managers to identify and address employee relations issues.
Employee Resources Associate
Sutherland Global Service
02.2017 - 02.2020
- Carried out day-day-day duties accurately and efficiently.
- Answer calls and respond to emails from employees regarding issues related to their employment.
- Enters new employees information into system.
- Updates existing employees information.
- Process employment requests and make adjustments as needed to ensure employees' issues are resolved and needs met.
Customer Service Representative
Hinduja Global Solutions
10.2015 - 11.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative
Conduent
10.2013 - 04.2015
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
Bachelor of Science - Human Resource Management
University of The West Indies
Mona, Jamaica05.2023
Skills
- PeopleSoft HRMS
- Retention Program Development
- Applicant Qualification
- Employee Onboarding
- HRIS Applications
- Orienting New Employees
- Leave of Absence Transitions
- Recruitment
- Analytical and Critical Thinking
- Microsoft Office
- Time Tracking and Payroll Administration
- Staff Training
- Onboard New Hires
- HR Support
Certification
- Supervisory Management, University of the West Indies, Mona,Jamaica - November 2021
- Event Planing for Virtual and Live Event , VTDI - June 2022
Volunteer
- Tutor, Learnfreely.ca-Newfoundland, February 2023-Present
- Volunteer Coordinator, Mental Health is real health-Newfoundland, February 2023-Present
Timeline
Workforce Analyst (Independent Contractor)
Care Solace
11.2022 - Current
HR Specialist (Independent Contractor)
Lull Ventures
09.2021 - 11.2022
Workforce Real Time Analyst
Sutherland Global Service
02.2020 - 01.2023
Employee Resources Associate
Sutherland Global Service
02.2017 - 02.2020
Customer Service Representative
Hinduja Global Solutions
10.2015 - 11.2016
Customer Service Representative
Conduent
10.2013 - 04.2015
Bachelor of Science - Human Resource Management
University of The West Indies
- Supervisory Management, University of the West Indies, Mona,Jamaica - November 2021
- Event Planing for Virtual and Live Event , VTDI - June 2022
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