الميرة Quizon

• End-to-End Recruitment: Managed full-cycle recruitment activities for client requirements across
multiple industries in the UAE, GCC, and Asian markets.
• Candidate Sourcing: Sourced active and passive candidates using LinkedIn Recruiter, job portals, and
internal databases to build and maintain strong talent pipelines.
• Screening & Assessment: Conducted candidate screenings and profile evaluations aligned with client
requirements and role-specific qualifications.
• Interview Coordination: Coordinated interview scheduling between candidates and hiring managers
to ensure smooth and timely recruitment processes.
• Pipeline Management: Maintained candidate pipelines and recruitment trackers for 9+ active requisitions; utilized Google Apps Script and AI tools to automate candidate data transfers into central tracking databases, while leveraging AI automation to parse and reformat CVs into standardized agency layouts.
• Candidate Submission: Prepared and submitted shortlisted candidates to clients with detailed
summaries and evaluations.
• Candidate Management: Managed candidate follow-ups, onboarding coordination, and application
status updates throughout the recruitment cycle.

• Conducted quality reviews of customer interactions across chat, email, and voice channels.
• Evaluated communication quality, policy adherence, issue resolution accuracy, and customer handling
standards.
• Identified performance trends and areas for operational improvement to support customer satisfaction
goals.
• Collaborated with operations teams to improve service quality and escalation handling processes.
• Provided coaching and feedback to support KPI improvement and team performance.
• Monitored SLA adherence, quality metrics, and overall service standards in a high-volume
environment.

• Handled escalated customer concerns related to account access, onboarding issues, transaction
inquiries, and service-related concerns.
• Investigated customer complaints and provided timely resolutions while following company policies
and procedures.
• Delivered advanced customer support across chat, email, and inbound channels.
• Assisted frontline agents with escalation handling, issue resolution, and process clarification.
• Coordinated with internal departments to resolve sensitive customer concerns within SLA timelines.
• Maintained accurate case documentation using CRM and ticketing platforms including Intercom and
Jira.
• Ensured customer interactions met quality and operational standards.

• Assisted customers with account inquiries, onboarding support, payment-related concerns, and general
service requests.
• Provided customer support through voice, email, and chat channels in a fast-paced environment.
• Resolved customer concerns efficiently while maintaining high service quality and customer
satisfaction standards.
• Escalated sensitive cases in accordance with internal procedures and support guidelines.
• Maintained accurate customer records and case documentation using internal systems and CRM
platforms.
• Consistently achieved service quality and productivity KPIs.

• Candidate Sourcing & Screening: Conducted candidate sourcing, pre-screening interviews, and
applicant assessments for open job requirements.
• Job Matching: Matched candidate qualifications, experience, and preferences with suitable job
opportunities.
• Candidate Communication: Managed candidate communication regarding application updates,
interview schedules, and onboarding instructions.
• Recruitment Administration: Maintained applicant records, recruitment trackers, and
documentation while coordinating with internal teams via Slack and recruitment systems.
• Talent Acquisition Support: Supported recruitment timelines and staffing requirements through
proactive sourcing strategies.