Talent and Performance Lead - Emiratization
Confidential
Total years of experience :11 years, 8 Months
Experienced Hire Recruiter
Deliver recruitment and selection activities for EY staff
Develop strong relations with internal managers and external parties
Support the recruitment planning process, consult on and design
sourcing strategies
Candidate management including sourcing, screening, interviewing
and testing, reflecting all activities on Taleo
Promote firms strategy of direct hiring through the use of online sites,
data-mining and promoting vacancies through appropriate channels
such as social network sites and events
Promote referrals and internal mobility
Develop and maintain relationships with recruitment vendors, using
those on PSL when direct routes have been exhausted
In charge of recruitment across 7 Nakheel departments
Responsible for overall quality system in HR department
Understanding and executing staffing requisition, requirements and
issues from all departments
Draft and update of documents such as job descriptions, employee
handbook, performance appraisal, forms, policies and other HR related
documents
Sourcing candidates via recruitment agencies and job online
advertisement
Screening the candidates by resume shortlisting, phone interview and
personal interviews with coordination with the concerned departments
& background verification of the shortlisted candidates
Issuing Letter of Offer/Intent/Employment to the selected candidate
Maintain employees’ leaves, medical and attendance record
Keeping track of employees’ attendance / absenteeism and report to
Operations Manager
Review, update and maintain proper filing such as employees’ medical
insurance policies
Conduct orientation program and briefing to new employee
Setting up / Update / Forward email addresses for new employees and
resigned employees
Attending / Understanding employee’s grievances in their work
engagement level and implement corrective measures for them
Conduct exit interviews to identify reasons for employee’s termination
Planning of company events or activities on occasions by
management’s approval
Organizing training sessions for employees ensuring they are fully
equipped to be able to perform their duties
Called Candidates to setup interviews
Checked incoming CV’s
Answered all incoming calls of the administration
Organized and filed documents
Manage and coordinate internal and external training while following
up with nominated candidates and other admin coordinators
Manage administrative roles within the department dealing with
employee relations such as staff attendance, complaints, appraisals
and internal communication
Open and maintain customer accounts by recording account information
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Maintain financial accounts by processing customer adjustments
Recommend potential products or services to management by collecting customer information and analyzing customer needs
Prepare product or service reports by collecting and analyzing customer information
Contribute to team effort by accomplishing related results as needed
Manage large amounts of incoming calls
Generate sales leads
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/team sales targets and call handling quotas
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure
resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Go the extra mile to engage customers
Resolve customer complaints via phone, email, mail or social media
Use telephones to reach out to customers and verify account information
Greet customers warmly and ascertain problem or reason for calling
Cancel or upgrade accounts
Assist with placement of orders, refunds, or exchanges
Advise on company information
Take payment information and other pertinent information such as addresses and phone numbers
Place or cancel orders
Answer questions about warranties or terms of sale
Act as the company gatekeeper
Suggest solutions when a product malfunctions
Handle product recalls
Attempt to persuade customer to reconsider cancellation
Inform customer of deals and promotions
Sell products and services
Utilize computer technology to handle high call volumes
Work with customer service manager to ensure proper customer service is being delivered
Close out or open call records
Compile reports on overall customer satisfaction
Read from scripts
Handle changes in policies or renewals
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