Jan 2024 – Present · 2 yrs 5 mos · Manchester Area, United Kingdom · Remote

May 2023 – Present · 3 yrs 1 mo · Manchester Area, United Kingdom · Remote

May 2023 – May 2024 · 1 yr · Atlanta Metropolitan Area · Remote

Jan 2022 – Jan 2023 · 1 yr · Regina, Saskatchewan, Canada · Remote

Nov 2020 – Dec 2021 · 1 yr 1 mo

• Delivered leadership and performance management training to program participants in the company.
• Assessed, monitored, and evaluated leadership development program's overall progress and created and submitted action plans for success.
• Collaborated with operations for future talents.
• Conducted performance management evaluations and proficiency assessments such as 1-1 coachings, facilitating team meetings, business reviews, etc.

Jan 2020 – Nov 2020 · 10 mos

• Managed performance and daily operations of a team of recruiters, and directed them to meet/exceed goals defined with clients.
• Developed and managed tactical sourcing and recruitment strategies, in partnership with the operations manager and client manager.
• Ensured successful implementation, continual operation and success of the account by collaborating with different work groups.
• Built recruiters’ competencies in sourcing and recruiting, according to the needs of their industry/client.
• Assisted client managers in maintaining positive client relationships.
• Other duties include employee development, reports generation and analysis.

Oct 2017 – Jan 2020 · 2 yrs 3 mos

• Provided first level of screening to qualified candidates to a specific job order provided by the clients from US companies.
• Sourced resumes of qualified candidates for specific job orders, using job boards, applicant tracking systems, company web sites, etc.
• Conducted phone interviews to pre-screen candidates, verifying their qualifications, availability and compensation requirements; documents these interviews
• Set up interviews between candidates and hiring managers
• Involved in recruiting passive candidates, through phone calls, emails and general relationship-building.
• Made recommendations on additional candidate pools and recruiting techniques, after evaluating market conditions

Apr 2014 – Aug 2017 · 3 yrs 4 mos

• Facilitated technical training classes for new hires and production agents
• Coached, motivated and developed representatives for all lines of business
• Ensured that all training requirements were met
• Conducted effective peer evaluations and mentoring
• Facilitated and completed deliverables to internal and external clients. Including but not limited to reports, meetings and evaluations.
• Conducted needs analysis on operational metric improvement

Feb 2013 – Apr 2014 · 1 yr 2 mos

• Coached, motivated and developed assigned new hires per class
• Conducted floor walk support and take escalated calls when necessary
• Ensured excellent results/metrics when scheduled to take phone time by providing world class customer service
• Conducted targeted training sessions for new hires who just recently graduated from classroom training
• Consistently part of the “Director’s Club” for top performers
• Was handpicked by the Training Manager to join the Training Team as a Product Trainer

Apr 2012 – Feb 2013 · 10 mos

• Delivered a world class customer service by resolving customers’ billing and technical concerns efficiently
• Answered inbound inquiries relating to products, services and current promotions
• Communicated and explained the value of the client brand and benefits of services to potential customers by establishing relationships and building strong rapport
• Created value by providing quality customer service in every call performed by applying phone ethics, principles and standards.
• Informed clients of products and/or service or add-ons that may or may not have been considered previously (up selling)
• Evaluated and responds to client inquiries and concerns properly and accurately (i.e. billing, finances, products etc.)
• Consistently part of the “Director’s Club” for top performers