Senior Technical Recruiter
Arthur Lawrence
Total years of experience :6 years, 10 Months
• Involved in team leading and managing a new Middle East team
• Recruited Tech and Non-Tech candidates such as SAP, Software Engineers, Cyber Security, Graphic Designers, Motion Artists and more for the fortune 500 companies
• Trained, mentored, and managed new resources for the Middle East team
• Recruited candidates for profound clients such as Deloitte, PwC, JPMC, Uber, LyondellBasell, EY, TCS, KPMG, Tesla, Coca-Cola, Energy Transfer, DEWA, MORO, DigitalX, Serotonin Technologies and more
• Prepared/cleaned resumes of candidates so they can be presented to the client
• Utilized Boolean search to enhance search on Dice, Monster, Bullhorn, Bayt, and LinkedIn Premium Recruiter
• Paraphrased Job descriptions received by the clients and sent them to the marketing team to be broadcast on different platforms
• Followed up with notable applicants sourced via industry-specific pipelines
• Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates
• Developed recruiting strategies to identify qualified candidates and build a network
• Followed full recruitment life cycle to ensure the candidate fits the clients requirement
• Evaluated strengths and weaknesses of candidates through effective screening pro cesses
• Advertised job opportunities on social media platforms and job boards
• Studied job descriptions and qualifications to determine applicant requirements
• Coordinated schedules to arrange management interviews with applicants
• Pre-screened resumes before sending them to corporate hiring managers for consideration
• Rephrased Job descriptions to be later posted on the companys page
Highlights
• Successfully generated more than $80, 000 in revenue for the company
• Worked with the Big Four
• Tailored resumes for a diverse range of candidates, including those in the tech industry such as SAP and software engineers, as well as non-tech professionals, ensuring each document effectively showcased their unique skills and experience
• Crafted resumes for clients, ensuring alignment with their specific needs and career objectives
• Collaborated with various recruiters to effectively identify, screen, and secure top -tier candidates for roles, contributing to successful talent acquisition efforts
• Developed compelling LinkedIn profiles for numerous clients, tailored to their professional goals and targeted audiences
• Provided comprehensive training and mentorship to recruiters, enhancing their skills and performance
• Evaluated employee skills and knowledge regularly by doing Quality evaluations
• Trained and mentored individuals who were lacking and provided them feedback either by email or by documenting them on PlayVox
• Led and performed Quality evaluations for more than 50 agents in a week (6 per agent)
• Kept track of employee weekly and daily performance
• Involved in training employees weekly and providing feedback to respective managers
• Prepared WBR (weekly business reports) and other statistical reports for the leadership team and quality
• Involved in weekly calibration meetings and sessions with the client
• Involved in Agent simulation (Chats - Emails) to identify the barriers that agents were not able to overcome
• Used to attend daily, and weekly meetings with the offshore clients to provide feedback o n the current SOPs regarding its statistics
• Involved in QA orientations and mentored new batches on the current processes
• Worked as a customer service representative (part-time) for the client Walmart
• Involved in weekly client meetings discussing upcoming SOPs later to be cascaded amongst agents
• Prepared shift summary reports to the supervisor and communicated regularly on goals and progress
• Delivered superior training and leadership to teams to boost performance and helped team members achieve performance targets
• Delegated daily tasks and responsibilities and made sure all compliances were being followed
• Fixed the identified issues to increase productivity and boost workflows
• Dealt with high-level escalations created by agents and make exceptions within SOPs to maintain CSAT (mostly Calls)
• Involved in agent simulations and informed Operations management and the Quality department of the findings and gray areas with the SOPs
• Catered clients on an hourly basis providing hourly stats over Slack channels
• Involved in mentoring other Shift leads, assigning them their floors, planning out their weekly shifts and break schedules
• Involved in making sure agents login on time to maintain client satisfaction
• Provided feedback to the agents who were not performing as per the KPIs
• Provided feedback to the candidates on managers requirements to improve CSAT (Customer Satisfaction)
• Involved in process improvement and reported to the senior auditor of the campaign
Highlights
• Received Shift lead of the month award by the HR department
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Involved in proactively making calls to avoid unnecessary escalations
• Provided mentorship to the new joiners
• Involved in agent shadowing and reverse shadowing
• Provided feedback to new joiners to improve their overall CSAT and QA
• Recommended products to customers, thoroughly explaining details
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
• Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up
• Provided information regarding charge accounts and loyalty programs
• Collected customer feedback and made process changes to exceed customer satisfaction goals
• Answered constant flow of customer chats with minimal wait times
• Cultivated customer loyalty, promoted repeat business and improved customer satisfaction
• Met customer call guidelines for service levels, handle time and productivity
• Investigated and resolved customer inquiries and complaints quickly
• Closed CSAT for the month with 100%
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Recommended products to customers, thoroughly explaining details
• Offered advice and assistance to customers, paying attention to special needs or wants
• Updated account information to maintain customer records
• Used company troubleshooting resolution trees to evaluate technical problems and find appropriate solutions
• Managed timely and effective replacement of damaged or missing products
• Guided customers when their orders were lost
• Provided refunds to customers after fraud checks to avoid money loss
• Provided customers with refunds for their missing orders that were either marked as delivered or orders went MIA
• Delivered prompt service to prioritize customer needs