Healthcare Recruiter

• Jun 2022 - Present

Operations Manager

• Sep 2020 - Aug 2022

- Managed luxury e-commerce YNAP brands: NET-A-PORTER, MR PORTER, and THE OUTNET.- Expanded team from 20 consultants in California to 60 consultants (4 senior consultants and 2 lead consultants) including new locations such as Connecticut and Portugal.- Increased consultant productivity by 20%.- Initiated quality checks on department emails, live chats, and calls while providing constructive feedback.- Averaged team QA score of 87% for BU21 and 93% for BU22.- Built monthly schedules based on different time zones: PST, EST, and GMT.- Analyzed and tracked KPIs using Salesforce and Vonage reporting, summarized data on Excel, and created client weekly, monthly, quarterly, and annual presentations via PowerPoint.- Processed bi-weekly payroll of employees by accurately validating hours and attendance and fixing any discrepancies via Paychex. Show less

Department Supervisor

• Feb 2018 - Sep 2020

- Oversee a team of 20 consultants including 2 senior consultants.- Exceeded and established department productivity targets by +7%.- Troubleshoot and investigate escalated calls and cases while providing the customer with a solution to sustain customer loyalty.- Recruited and evaluated applicants by discussing job requirements and applicant qualifications with managers, interviewing applicants on a consistent set of qualifications.- Created brand training materials, deliver, and execute training for new consultants.- Raised technical issues via JIRA, Confluence, and Service Now. Show less

Senior Customer Care Consultant

• Oct 2017 - Feb 2018

Customer Care Consultant

• Apr 2017 - Oct 2017

Assistant Store Manager

• Oct 2016 - Mar 2017

Sales Associate

• Jan 2016 - Oct 2016

Senior Sales

• Feb 2016 - Oct 2016

Sales Associate

• Apr 2015 - Jan 2016