Learning Specialist, Customer Service
Air Canada
Total years of experience :19 years, 1 Months
• Trained over 200 employees on customer service techniques and airport systems and held a record of 8 years with no immigration violations.
• Facilitated and delivered 60 classroom and virtual training sessions for 10 participants each and communicated concerns and recommendations to the design team and management.
• Prepared web-based invitations and completed related administrative training tasks.
• Provided operational support to stations, acted as on-job coach, and completed related reports.
• Implemented a comprehensive recruitment process that reduced time to fill positions by 40%, increased the quality of selected candidates by 20%, and decreased the overall attrition rate by 25%.
• Completed and managed HRIS entries, edits, and ensured data accuracy.
• Improved recruitment process for international staff, by improving turnaround to 7 days.
• Designed 20 Job descriptions and job postings and Introduced tracking.
• Developed and implemented HR and administrative policies, processes, and procedures to ensure the smooth running of the organization, with a 25% reduction in hiring cycle time while achieving 100% compliance with statutory regulations and laws.
• Facilitated the recruitment of 3 executive-level officers, providing guidance to the selection committee.
• Initiated and managed a business relationship with 5 international recruitment agencies.
• Coordinating a change management project resulting in improved culture, employee, and management dynamics.
• Reduced overall recruitment costs by 35%, reduced time to hire from 60 to 15 days, and identified 80 additional potential candidates through successful implementation of the recruitment & placement process.
• Championed recruitment (full cycle) and managed related contracts with international recruitment & placement companies.
• Handled all HRIS-related matters and developed and updated related workflows improving efficiency by 20%.
• Negotiated and administered 5 housing contracts and 3 placement agency agreements.
• Initiated mediation to avoid a potential lawsuit of 120, 000 USD against the company for housing contractual violation.
• Successfully sourced and recruited 7-10 viable candidates over a period of 4-6 weeks, resulting in an 85% acceptance rate.
•Improved recruitment process efficiency by 35% by automating the application process, utilizing applicant tracking systems and digital job postings.
• Administered all company recruitment activities and related processes and prepared weekly and monthly recruitment reports.
• Project manager and developer of EPIC recruitment (employ potent ideal caliber), leading and designing the pre-employment testing system since 2008 and improving the hiring quality rate by 40%.
• Created 50 job descriptions and held 7-10 interviews daily.
• Monitored and maintained local warehouse inventory of $500K value to ensure the availability of approximately 300 requested items and prepared 40 requisitions per month.
• Supervised 20 employees distributed in housing, recreational facilities, and office compound.
• Created and maintained 400 employee files and coordinated 15 company events annually.
• Successfully managed the project of a full-time trainee's program for central processing facility field operations including 35 candidates.
• Successfully coordinated 15 company events annually and received an award for outstanding performance.
• B Sc (Business and Management) from University of Maryland, University College (UMUC) European Division, Germany (2001)
