Senior Recruiter

Mar 2022 - Present

Sourced suitable applicants by conducting research on job boards, posting jobs, updating applicant tracking systems, and company websites. Recruited passive candidates through phone calls, emails, and relationship-building. Conducted pre-assessment calls verifying qualifications, availability, and compensation.

Virtual Assistant

Aug 2020 - Mar 2021

Scheduled appointments for potential subscribers. Conducted outbound calling for sales. Managed emails and ticketing system. Created end-of-day reports of productivity and results.

Executive Customer Relations Specialist

May 2018 - Mar 2020

Provided tier three care to high-profile customers and large bulk orders via email and social media platforms (Facebook and Twitter). Initiated outbound calls and assistance for escalated customers. Created write-ups and case studies reflecting changing customer demographics.

Triage Escalations

May 2017 - May 2018

Handled direct client-facing walk-in customer complaints. Reported team performance and served as point of contact for administration. Delegated and distributed tasks to core team members.

Quality Assurance

Oct 2016 - May 2017

Assisted agents in real-time by providing side-by-side support and assistance. Checked quality for all support mediums and provided coaching to underperforming agents.

Resolution Specialist

Jul 2016 - Oct 2016

Assisted agents in real-time by providing side-by-side support and assistance.

Customer Care Representative

Dec 2015 - Jul 2016

Provided tier one customer support via calls, chats, and emails. Collated information and provided updates for customer shipping status and other concerns.

Retention Specialist

Sep 2014 - Sep 2015

Retained customers with a smooth onboarding process. Closed the loop on customer feedback. Kept products and services top of mind. Rewarded promoters and loyal customers. Tracked contracts of expiry and notified customers. Worked with sales manager to implement sales promotion activities.

Back Office Executive

Jul 2013 - Sep 2014

Performed market research and gathered and processed research data. Performed basic admin duties including printing, sending emails, and ordering office supplies. Assisted and coordinated with sales team and front office team. Assisted with inventory control.

Senior Technical Support Specialist

Apr 2011 - Jul 2013

Provided help and answers to customers' technical issues through problem identification, research, and guidance. Guided users to become more productive. Supported development of training programs on product usage. Recommended products, services, or procedures to resolve customer issues. Evaluated system problems to recommend enhancements.