Jamala Ener

A seasoned HR Management and Quality Assurance Professional with an MBA and 15 years of international experience leading corporate compliance, talent management, and process improvement initiatives. Leverages strong analytical and observation skills as an active Independent Field Agent and Evaluator for elite customer experience networks, including Premier Service, Coyle, and Bare International. Recognized for exceptional field reliability, maintaining a Level 5 status and multiple performance badges on iSecretShop.

Combines precise corporate auditing capabilities with qualitative focus groups on Respondent to provide data-driven insights that optimize organizational performance and service standards.

Human Resources Manager at TelcoPlus LLC (2018-10 – Present)

• Documented employment contracts, orders, and recommendations.
• Prepared detailed plans of action and budget estimates for workshops, seminars, retreats, study tours, etc.
• Acted as the first point of contact for field staff inquiries.
• Ensured uniform application of staff rules, regulations, and procedures in accordance with headquarters' guidelines.
• Participated in the selection of internal candidates and submitted appropriate recommendations.
• Interviewed and tested new candidates and verified educational qualifications and previous employment records.
• Expatriated legalization works include work permits, residential permits, and visas.
• Recruited, hired, and trained new employees.
• Carried out the company's development and communication tasks.
• Managed the advertisement and filled local vacancies. Advised applicants on the nature of the responsibilities to be performed, as well as entitlements and career prospects.
• Maintained employee benefits programs and informed employees of benefits by studying and assessing benefit needs and trends; recommended benefit programs to management; directed the processing of benefit claims; obtained and evaluated benefit contract bids; awarded benefit contracts; designed and conducted educational programs.
• Performed coaching and policy recommendations and advised on salary, benefits, and performance management.
• Briefed newly arrived staff on related administrative formalities.
• Monitored the follow-up of correspondence between each sub/field office and Headquarters, ensuring that outstanding queries received a timely response after due analysis.
• Maintained and monitored leave records and requests for overtime.
• Provided support, guidance and training to personnel staff as required.

HR Manager / Project Manager at Aller Petfood A/S (2013-10 – 2016-10)

• Acted as the contact point for the company's overseas branches and advised on coherent HR processes throughout.
• Developed recruitment strategies to attract top talent.
• Provided guidance and support to employees and managers on HR policies and procedures.
• Created job descriptions and posted job openings.
• Screened resumes, conducted interviews, and made hiring decisions.
• Oversaw the onboarding process for new hires.
• Conducted investigations into workplace complaints and ensured resolution.
• Managed employee data and records.
• Generated HR reports and analytics to support decision-making.
• Contributed to strategic planning initiatives and organizational development efforts.
• Participated in workforce planning and talent management discussions.
• Identified opportunities for process improvements and implementation of HR best practices.
• Supported organizational change management initiatives.

Head of HR Department at TelcoPlus LLC (2006-04 – 2013-09)

• Developed and implemented HR strategies aligned with the organization's goals and objectives.
• Provided leadership and direction to the HR team, ensuring alignment with organizational priorities.
• Oversaw the development and execution of HR policies, programs, and initiatives.
• Led recruitment efforts to attract and retain top talent.
• Developed recruitment strategies and established sourcing channels.
• Oversaw the hiring process, including job postings, candidate screening, and interviewing.
• Worked closely with hiring managers to identify staffing needs and fulfill recruitment requirements.
• Managed employee relations issues and facilitated conflict resolution.
• Implemented initiatives to promote employee engagement and satisfaction.
• Conducted employee surveys and gathered feedback to address concerns and improve the workplace environment.
• Identified training needs and developed learning programs to enhance employee skills and competencies.
• Implemented training initiatives to support career development and succession planning.
• Collaborated with department heads to identify talent gaps and address training requirements.
• Established performance goals and conducted performance evaluations.
• Managed compensation and benefits programs to ensure competitiveness and compliance.
• Reviewed and updated HR policies as needed to reflect legislation or organizational requirements changes.
• Managed employee data and records in compliance with data protection regulations.

Data Analyst, Control Officer, Customer Relations Specialist at Azercell Telecom-Super Service (2001-10 – 2006-03)

• Monitored the implementation of a performance improvement process with non-performing employees.
• Controlled connection of post-paid numbers.
• Improved core business processes by effectively using customer relations management and providing leadership to team members.
• Managed and adjusted call center volume and workflow to promptly resolve customer problems.
• Conducted and reported on analyses of failures or errors to identify areas for improvement and prevent future issues.
• Developed, maintained, and delivered ongoing Global Support Center process training.
• Actively participated in the Global Support Center weekly discussions.
• Communicated with VIP clients.
• Acted as the first contact point with the clients as the customer relations representative.
• Helped the clients launch post-paid and pre-paid mobile lines.
• Handled all types of client complaints and advised on the appropriate solutions.
• Coordinated with the fraud department to manage data thefts, scams, and other related incidents.

Master of Business Administration in Global Human Resources Management – University of Liverpool (2012)

Master of Arts in English Language & Literature – Baku State University (2005)

Bachelor of Arts in English Language & Literature – Azerbaijan State University of Languages (2002)