Chief Executive Officer

• May 1992 - Present

Freelance Recruiter | Virtual Assistant (HR) | Customer Service

• Jan 1992 - Present

Serving as a Freelance Recruiter and a Virtual HR Assistant, I source and screen candidates, coordinate the interview process and facilitate offers and employment negotiations, whilst ensuring candidates have a pleasant experience. I also manage workforce, create best-fit schedules, track time / attendance, administer absence / leave, and measure productivity by utilizing Kronos online management system. Moreover, I build a remote customer support team from… Show more Serving as a Freelance Recruiter and a Virtual HR Assistant, I source and screen candidates, coordinate the interview process and facilitate offers and employment negotiations, whilst ensuring candidates have a pleasant experience. I also manage workforce, create best-fit schedules, track time / attendance, administer absence / leave, and measure productivity by utilizing Kronos online management system. Moreover, I build a remote customer support team from the ground up and provide backend support and full cycle recruiting for customer service agents by utilizing various Customer Service Software's including Zendesk. Some key achievements in this role include: • Enhanced employee engagement by effectively managing employee relations. • Amplified performance by providing new employees with initial training. • Offered 1 call resolution for over 95% of support tickets received.

Seasonal Team Lead / Trainer

• Aug 2013 - Apr 2014

Functioning as a Seasonal Team Lead, I managed the overall outcome of client required trainings and new hires classes. I also delivered training in a timely and accurate manner whilst following client requirements and company standards by providing, coordinating, analyzing, and consolidating all necessary data. Moreover, I ensured associates graduate from new hire trainings successfully by evaluating associate performance and providing necessary coaching and… Show more Functioning as a Seasonal Team Lead, I managed the overall outcome of client required trainings and new hires classes. I also delivered training in a timely and accurate manner whilst following client requirements and company standards by providing, coordinating, analyzing, and consolidating all necessary data. Moreover, I ensured associates graduate from new hire trainings successfully by evaluating associate performance and providing necessary coaching and development. Furthermore, I monitored trainees' attentiveness by utilizing VNC technology. Some key achievements in this role include: • Increased productivity by training new hires and all applicable clients using WebEx Virtual Training room. • Optimized the onboarding experience and created a culture of recognition and feedback resulting in 100% employee retention rate during trainings. • Demonstrated deep knowledge and strong understanding of TeleTech's policies / procedures and client requirements related to training duties. Show less Functioning as a Seasonal Team Lead, I managed the overall outcome of client required trainings and new hires classes. I also delivered training in a timely and accurate manner whilst following client requirements and company standards by providing, coordinating, analyzing, and consolidating all necessary data. Moreover, I ensured associates graduate from new hire trainings successfully by evaluating associate performance and providing necessary coaching and… Show more Functioning as a Seasonal Team Lead, I managed the overall outcome of client required trainings and new hires classes. I also delivered training in a timely and accurate manner whilst following client requirements and company standards by providing, coordinating, analyzing, and consolidating all necessary data. Moreover, I ensured associates graduate from new hire trainings successfully by evaluating associate performance and providing necessary coaching and development. Furthermore, I monitored trainees' attentiveness by utilizing VNC technology. Some key achievements in this role include: • Increased productivity by training new hires and all applicable clients using WebEx Virtual Training room. • Optimized the onboarding experience and created a culture of recognition and feedback resulting in 100% employee retention rate during trainings. • Demonstrated deep knowledge and strong understanding of TeleTech's policies / procedures and client requirements related to training duties. Show less

Human Resources Customer Service Rep

• May 2011 - Jan 2014

During this role, I responded to employee questions and inquiries regarding employee benefit programs and human resources policies. I also maintained information systems, prepared appropriate documentation, and processed necessary paperwork. Moreover, I resolved employee and manager inquiries/requests received via email, HR portal, phone, or other access channels. Some key achievements in this role include: • Saved time and resources by effectively documenting cases using EIC… Show more During this role, I responded to employee questions and inquiries regarding employee benefit programs and human resources policies. I also maintained information systems, prepared appropriate documentation, and processed necessary paperwork. Moreover, I resolved employee and manager inquiries/requests received via email, HR portal, phone, or other access channels. Some key achievements in this role include: • Saved time and resources by effectively documenting cases using EIC and SAP management tools to track and respond to employee/manager inquiries. • Guaranteed smooth flow of HR operations by efficaciously managing employee relations, new hires, payroll and time, organizational management, and compensation. Show less During this role, I responded to employee questions and inquiries regarding employee benefit programs and human resources policies. I also maintained information systems, prepared appropriate documentation, and processed necessary paperwork. Moreover, I resolved employee and manager inquiries/requests received via email, HR portal, phone, or other access channels. Some key achievements in this role include: • Saved time and resources by effectively documenting cases using EIC… Show more During this role, I responded to employee questions and inquiries regarding employee benefit programs and human resources policies. I also maintained information systems, prepared appropriate documentation, and processed necessary paperwork. Moreover, I resolved employee and manager inquiries/requests received via email, HR portal, phone, or other access channels. Some key achievements in this role include: • Saved time and resources by effectively documenting cases using EIC and SAP management tools to track and respond to employee/manager inquiries. • Guaranteed smooth flow of HR operations by efficaciously managing employee relations, new hires, payroll and time, organizational management, and compensation. Show less

Fraud Analyst

• Nov 2005 - Nov 2008

Handled inbound credit card fraud disputes and chargebacks. Opened fraud accounts for cardholders and re-aged accounts when appropriate to avoid negative effects on credit reports. Handled inbound credit card fraud disputes and chargebacks. Opened fraud accounts for cardholders and re-aged accounts when appropriate to avoid negative effects on credit reports.