Customer Service Quality Assurance
Resume:
LATOYA CLAYTON
**** ******** *****, ******, ** **656
******.*******@*****.***
HUMAN RESOURCES
EXECUTIVE PROFILE
Quality Assurance Analyst~ Recruiter ~ Human Resources Representative
Dedicated employee with hands-on recruiting and job coaching experience in
a fast paced environment.
More than five years of administrative experience including marketing and
office management.
Strong work ethic that includes dedication and passion for company vision
and mission.
. Quality Assurance Analyst
. Recruiter
. Career and Services Specialist
. Executive Assistant
EDUCATION
LIBERTY UNIVERSITY, Lynchburg, VA MBA in Human
Resources, 2009
GEORGIA STATE UNIVERSITY, Atlanta, GA BA in
Pre-Law, 2003
PROFESSIONAL EXPERIENCE
ROLLINS, INC., Covington, GA 2006-
Current
QUALITY ASSURANCE ANALYST 2008-
current
Responsible for effective listening and data control management of national
sales and customer service center for Orkin, Inc.
Monitors calls for sales and customer service agents to evaluate key
components of sales.
. Use NICE system to monitor Orkin customer service and sales agent
phone calls on a regular and on-going basis.
. Evaluate monitored calls according to established guidelines and
standards.
. Perform transactional sales audits to monitor for thoroughness,
accuracy and content.
. Other duties as assigned
. Assists with recruiting effort including job fairs, administrative
work and reference checks
RECRUITER 2006-2008
Solely responsible for full cycle recruiting over 800 job applicants in
2007. Provided company with qualified employees by means of interviewing
and recruiting. Responsible for all candidate contact via phone, email and
fax. Administered all tests and ensured test scores were compliant with
company new hire standards.
. Managed; developed monthly off-site recruiting with colleges, and
community organizations in surrounding counties.
. Managed full cycle recruiting for management and employment positions
for national call center.
. Recruited, screened and interviewed hourly and salaried positions via
phone and in person.
. Administered all testing and administrative duties such as reference
checks, I-9 and new hire paperwork facilitation.
. Constructed information sessions/job fairs for prospective candidates
for Customer Service and Sales positions.
. Maintained and updated all applicant tracking systems.
. Created and was responsible for employment ads via internet, print and
mail.
GEORGIA DEPARTMENT OF LABOR, Covington, GA
2005-2006
DOL SERVICES SPECIALIST
Successfully placed applicant on permanent job within first week of hire.
Assisted job seekers by means of providing employee referrals from
companies around the state of Georgia. Interviewed applicants for
processing un-employment benefits insurance.
. Served as liaison for Department of Labor and other companies
recruiting for open positions.
. Edited and created resumes for customers.
. Performed job coaching and counseling for applicants in various
industries.
. Performed outbound calls to applicants for open positions within
Newton and Jasper counties.
. Served as liaison for companies who hired via Georgia Department of
Labor.
Clayton, page 2
HUMAN CAPITAL DEVELOPERS, Athens, GA
2004-2005
EXECUTIVE ASSISTANT
Developed, created leadership and organizational development training
material for President/Senior Associate.
Performed all administrative duties for private consulting company
specializing in Leadership and Organizational Development for
President/CEO. Created databases, memos and letters for company in regards
to consultations and presentations.
. Prepared, edited training materials for Owner/Senior Associate.
. Assisted in training classes/seminars with Senior Associate.
. Created online newsletters for marketing purposes detailing the
company's functions.
. Acted as Office Manager in absence of Owner/Senior Associate.
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