Customer Service Manager

Sonia Gupta

Recruitment Specialist (US Staffing / IN - House Recruitments)

Contact : 971-***-**** /956*******

E-mail: *************@*****.***

Fluent In: English and Hindi

Location: Gurgaon

Professional Summation:-

. Motivated and skilled Recruitment Specialist in US IT Recruitment,

Domestic Recruitment, In - House Recruitment, experience backed by

Professional Qualification

. Expert experience on US tax terms i.e. C2C, W2 and 1099.

. Extensive experience in full-life cycle recruiting, e-recruiting to

include direct sourcing, performing in-person/telephone interviews,

talent assessment testing, recruitment sourcing and advertising/

marketing strategies.

. Extensive background in managing all open requisitions including internal

/external advertising, requisition close-outs.

. Experienced in worker compensation- Wage/salary negotiations of new hires

and provided benefits information to new consultants

. Strong knowledge of databases platforms, development tools, programming

languages, and telecommunications technologies for recruitment

strategies.

. Developed & implemented recruiting strategies specializing in IT with

experience in Sales & Marketing, Administrative, Healthcare, and

Accounting & Finance professionals.

. Exceptional computer skills, experience with various operating systems

and software packages including Windows, MS Office, MS Outlook, other

proprietary CRM packages and web development software packages.

. Internet savvy with extensive experience using online resume databases &

recruiting resources. Member of several networking & user

groups/associations.

. Full life cycle recruiting experience including ad placement, source,

recruit, interview, & assess technical and interpersonal potential for

employment as well as establishing and maintaining strong vendor

relationships. Conduct reference & background checks. Negotiate terms of

employment, including contract terms, salary, benefits, & relocation

issues. Established and maintained valuable 3rd party relationships.

. Negotiated markups, bill rates, & permanent placement fees.

. Developed, managed, & maintained continuous, strong, professional

relationships with all Client Accounts, Candidates, & referral

contacts.

. Built a strong referral network by continuous networking & researching to

generate & develop leads, maximizing market potential to meet & exceed

goals.

. Loyal and proactive, always looking for better ways to improve business

vendor and client relations.

. Results oriented & motivated self-starter.

. Organized with the ability to multi-task.

. Excellent professional ethics & interpersonal skills.

Education:-

. PG in mass communication from IIMC Delhi.

. PG in Sales & Marketing from NIS Delhi.

. Graduation with B.com (Pass) from Ramjas College, Delhi University

. Done six months certification in Computers from NIIT Delhi.

Technology Specific Recruiting SKILLS:

. Dice.com, Monster.com, Career Builder, Jobsahead.com,

Naukri.com,Times.com, Industry specific job boards, Linkedin

. ERP, Middleware tools like WebMethods, websphere, Message Broker

. .Net, Java, Oracle Applications e-Business Suite, Database and tools

. Mobile Application (J2ME), Weblogic portal, Websphere Portal

. VXML, IVR, Content Management, Oracle SOA /BAM/BPEL / ODI

. Network Engineering / Administration, Project / Product Manager

. Offshore IT Outsourcing and Applications Management

. BPO / ITES Bulk hiring

. IT Staffing Sales and Recruitment

. BSA, PM

. In - House Recruitment

Professional exp

Primus Software Corp, Duluth GA OCT 2011 - feb

2013

Primus serves a diverse client base including large corporations in

multiple industry verticals, mid-sized and small companies that require

being agile, focused on quality and responsiveness while delivering

solutions of high value. They have served clients in industries such as

Consumer Products, Telecommunications, Media, Healthcare, Retail,

Financial and Logistics.

Manager - US recruitments (Account Management / Inhouse recruitment /

Full Time recruitment / IT recruitments)

. Leading a team of 12 people, working on various IT and Non IT

RECRUITMENTS.

. Extensively engrossed with Account Management, VMS Management and

In house recruitments directly for Primus.

. Done Fulltime Recruitments.

. Managed full cycle recruitment from sourcing, screening,

researching, Interviewing and overseeing other placement

activities.

. Hands on working Exp on Datawarehouse Architect, SAP, E-COOMERCE,

.NET ARCHITECTURE, EMBEDDED SOFTWARE, BI ARCHITECT, Peoplesoft,

Prpoject Manager, Oracle Apps, Oracle EBS Roles.

. Was engrossed with Team Management, allocating requirements, Making

Reports, weekly reports, KRA's to get the best team effort.

. Mentored team in view of requirement understanding with best

results.

. Clients Handled: Cox Communication, Cox Enterprise, Auto

trader.com, Turner Broadcasting, NCR, Mckesson, POREX and IMMUCOR.

. Reason to quit: Relocation to Manesar Gurgaon.

ProSoft Technology Group, Noida

Jun 2010 - Sept.2011

ProSoft Group Inc. (an Inc.500 company established in 1995) is a leading-

edge, global IT service provider. These services include end-to-end Total

Business Integration, Service Oriented Architecture, Business Process

Management, Business Activity Monitoring, Enterprise Resource Planning,

Enterprise Portals and Composite Solutions.

Team Lead / Trainer (US IT Recruitments / In house Recruitment, Full Time

Recruitment)

. Leading a team of 6 people, working on various IT Non & Non IT

Requirements.

. Managed full cycle recruitment from sourcing, screening, researching,

Interviewing and overseeing other placement activities.

. Trained team on US IT Recruitments.

. Engrossed with In house Recruitment and Full time recruitment directly

for Prosoft.

. Managed team with Requirements handling, end of end recruitment cycle

and worked extensively on SAP, Web METHODS and Websphere.

. Responsible for maintaining corporate agreements and placement orders.

. Building good rapport with account managers, employment agencies and

recruiting firms

. Update the database & maintain record of selected, rejected, or on

holds candidates for future requirements.

. Managing all the reporting and MIS Back end work, Maintaining

Interview details, Interview sheets, Interview letters, Portal and

Agent searches, Feedbacks, Etc

. Thorough knowledge about working on in house portals, and VMS.

. Reason to quit: Company had shifted their base at Hyderabad

completely.

Client Handled: Rubber Maid, Boston Scientific, Johnson Control, ATPCO,

PCA, B&D, Brown Shoes, Northern Utilities, United Stationers, J&J, and

Hospira etc.

Requirement Handled: SAP ABAP, SAP HR, SAP BI/BW/BOBJ, Business Object, SAP

BPC, SAP SECURITY, SAP CRM, SAP SD/Logistics, SAP FICO, SAP QM, SAP PI/XI,

Net weaver, Websphere Engineer / Architect, Websphere Portal / Admin, Web

Methods, Message Broker, Information Security Etc.

Visnova - Newt Global, Irving TX Dec 2008 - May

2010

Senior IT Recruiter / teal Lead (US Staffing / Domestic Staffing)

www.newtglobal.com

Direct Clients: Verizon, AH. Belo Corp, RedHat, Southwester Airlines,

American Airlines etc.

Newt Global Consulting, LLC (Newt Global) is a minority woman owned

business that is a value driven provider of IT solutions in the areas of

ERP, CRM, Programming Languages and integration whose offerings encompass

software application as well as the hardware infrastructure. Newt Global

has an international consulting practice with headquarters in Dallas,

Texas. It was founded in May 2004 by young entrepreneurs with strong IT

background

Responsibilities

. Managed full cycle recruitment from sourcing, screening, researching,

Interviewing and overseeing other placement activities

. Sourced candidates from various Recruiting sources like Portals (Monster,

Hot jobs, Dice, Net-temps, CareerBuilder, Solo gig, and Linkedin)

Employee referrals, networking, etc and screening candidates based upon

defined technical questionnaire.

. Extensive experience in sourcing candidates through third party

companies. Actively involved in H1-B transfers.

. Involved in rate negotiations with the candidates and 3rd party Agencies.

Timely submission of qualified candidates for open requirements.

. Conduct interviews, technical screening and reference checks for

candidates to assess suitability.

. Recruiting H1-B, Green card holders, US Citizen and EAD for the

contracts.

. Providing hourly and yearly pay rates for the consultants based on the

competitive market rate provided by the client.

. Pay rates were provided for the projects based on 1099, W2 and C2C basis,

which includes or excludes expenses.

. Schedule and co-ordinate with Clients/Account managers for final

interviews for short listed candidates.

. Updating the candidate/vendor regarding interview schedule on a regular

basis.

. Developing relationships with approved employment agencies and recruiting

firms.

. Continual dialogue with candidates in the pipeline to keep them updated

on the hiring process.

. Responsible for maintaining corporate agreements and placement orders.

. Building good rapport with account managers, employment agencies and

recruiting firms

. Update the database & maintain record of selected, rejected, or on holds

candidates for future requirements.

. Performed Lead activities by managing a team of recruiters, assisting

them on the daily requirements.

. Trained junior recruiters on full cycle recruitment.

. Reason To Quit: Visnova had ended their partnership with NEWT Global and

then NEWT Global shifted their base to Chennai.

Tools: Copernic, Job boards (Monster, Dice, Career builder and sologig),

technical user groups, Vendor Management Systems (VMS), Linkedin

US Tech Solutions, Noida JUN 2007-

Dec 2008

Sr. IT Recruiter (US Staffing)

www.ustechsolutions.com

Ustech Solutions Inc is a leading provider of IT solutions and services

with a focus on the IT industry. US Tech Solutions provides innovative and

cost-effective solutions that streamline operations, increase productivity,

and result in rapid growth and high returns on investment. From custom

application development and supplemental staffing to outsourcing, US Tech

Solutions allows clients to manage their IT and their businesses processes

better. With US Tech Solutions, clients can stay focused and have their IT

needs fulfilled in the most non-invasive and cost-effective manner. US

Techsolutions offers IT solutions and services across a number of industry

vertical markets such as healthcare, finance, manufacturing and

telecommunications.

Responsibilities

. Prioritization of the requirements within the team, ensuring clear

understanding of the skills and mentoring the team to source quality

profiles.

. Worked with Direct Clients and tier one Vendors like K-Force, Comsys,

Teksystems etc.

. Responsible for preparing search strings, sourcing requirements and

consultants or vice-versa and short-listing resumes based on the

requirements and sourcing requirements based on candidates.

. Handling HR interviews, negotiating the rates and sending relevant

profiles to the clients.

. Identifying the new talent pool of potential candidates in the market.

. Working with various vendors, Internet tools and networking skills to

fill up job orders on time.

. Identifying new vendors and up skilling them to handle niche

requirements.

. Reason to Quit : Personal reasons

Tools: Copernic, Job boards (Monster, Dice, Career builder and sologig),

technical user groups, Vendor Management Systems (VMS), Linkedin

HCL Technologies Ltd, Noida Nov 2005 to May

2007 Process Trainer / Superviser / BPO In-house Recruiter / Domestic

recruitments

www.hcltechnology.com

HCL Technology is one of the biggest IT Company which engaged in various

field. Hcl Bpo is one of their Branches which are all into customized

solutions, inbound and outbound process and other technical support. They

have more than 100 processes with them in all across India.

Responsibilities

. Joined as in senior customer service representative.

. Handled a leading financial inbound process of credit cards for a leading

store in US.

. Well versed with all the customer care deptt like Online Deptt, Logistic

Deptt, after Sales Deptt, Compliance Deptt, Billing Deptt, Packaging

Deptt etc.

. Worked for customer service deptt for leading credit card and US store

MACYS.

. Solving customer queries over the phone and online too through trouble

shooting.

. Been promoted as in supervisor through IJP after six months.

. Served as in quality call monitoring associate.

. Been promoted as in fast tracker after six months thru IJP and given an

opportunity to train new batches for the process.

. Well versed with all the customer care deptt like Online Deptt, Logistic

Deptt, After Sales Deptt, Compliance Deptt, Billing Deptt, Packaging

Deptt etc.

. Been promoted as In house Recruiter to hire candidates for candidates to

work for Macy client (Retail Domain, Financial domain.-)

. Been a part of hiring team while training a batch.

. Was involved in All HR functions like, Appraisals, salaries and

Promotions.

Delhi Call Centre Sahibabad

Apr 2004 to Oct 2005

Senior Customer care representative

. Handled a major telecom Australian Process called OPTUS (Inbound

Process).

. Worked for the customer service deptt.

. Taking care of all the incoming calls, activations, deactivation, billing

deptt, and online payment deptt.

. Been promoted in a compliance deptt.

. Been promoted a voice person handling escalation calls.

. Been promoted as in the trainer billing dep't.

. Hired candidates for Telecom billing department to train them in

particular domain.

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