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Customer Service Support

Santa Clara, California, United States
August 28, 2017

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Bobby Burse

**** ********* ***, *** ****, CA ****1



To obtain a role as a technology recruiter where I will utilize my research, client relationship management, and customer service skills to identify and engage qualified candidates for opportunities in any discipline.

Key Skills

Advanced research methods

Cold Calling

Client Training

Customer Support

Account Management

Process Improvement

Microsoft Office, Google Docs, SalesForce, various CRMs

Professional Experience

Barracuda Networks– Campbell, CA March 2015 to Present

Technical Recruiter

•Manage full cycle recruiting process for our Engineering, Product Management and Sales organizations ensuring a smooth and positive candidate experience using the Jobvite ATS

• Innovate on ways to build a talent pipeline and recruit in a variety of venues using various search methods

• Creatively source qualified, top-notch candidates for a diverse range of levels and functional areas (sourcing includes extensive cold-calling as well as internet and database searches and networking)

• Screen and conduct first round interviews on sourced leads to determine appropriate potential fit within the organization

• Draft, update, revise job descriptions

• Process Job Requisitions

• Post jobs on various employment platforms

• Ensure that received resumes are appropriately responded to, and that applications are printed out and filed correctly

• Maintain records for various metric reports related to recruitment

• Communicate via telephone and email with jobseekers and hiring managers

• Deliver weekly reports on candidate activity

• Implementation of Applicant Tracking System

• Coordinate and schedule interviews for hiring managers

• Drive offer process - including extending offers, closing candidates, and generating offer letters

• Coordinates job fairs, career days, and annual public events

• Process new hire paperwork

• Scheduled, coordinated all pre-employment activities

Duran Human Capital Partners – Campbell, CA August 2014 to March 2015

Technical Recruiter

Engage with clients on a regular basis to drive the recruitment process for direct placement roles

Responsible for generating a solid pipeline of candidates utilizing various research methods and heavy cold-calling

Build and maintain relationships with candidates throughout the recruiting process

Manage a minimum of 10 reqs concurrently for various Silicon Valley based clients

Currently sourcing for: Software Management, Software Engineering, Hardware Engineering, Marketing and HR roles

Partner closely with client based immigration and relocation specialists as necessary

Vocera Communications, Inc. San Jose, CA June 2006 to August 2014

Customer Support Specialist (July 2011 to August 2014)

First point of contact for customer inquiries via telephone and email

Document client support issues and escalate to engineering

Responsible for reviewing candidate resumes

Conducted phone screens for prospective team members

Interviewed candidates in the final stage of the interview process and provided interview feedback to management

Manage accounts for East and Midwest regions

Principal trainer for new team members

Led webinar trainings to facilitate customer education and promote retention efforts

Documented Customer Support and RMA procedures and created email templates for responses to frequently asked customer questions; identified areas for improvement and made necessary modifications to internal documentation

Customer Support Representative (July 2009 to 2011)

Troubleshot tier-1 product and system issues with customers and escalated issues to engineering as needed

Managed customer complaints through to resolution

Responsible for providing training to new support team members on all aspects of the customer support role and RMA process; provided on-going support to team members who needed additional assistance post-training

RMA Coordinator (June 2006 to 2009)

Handled all product warranty returns and managed vendor relationships

Tracked and monitored all outstanding orders and followed up with vendors as needed

Ran daily, weekly, and quarterly reports to maintain adequate inventory levels and ensured contractual SLA was met

Tracked and analyzed reconciliation reports to ensure that vendor inventory levels were maintained to meet future demand

Pitney Bowes Management Services San Jose, CA August 2005 to June 2006

Lead Customer Service, Associate

Responsible for responding to customer inquiries and researching issues

Maintained excel spreadsheet to track payments received

Responsible for the daily work distribution and communication to Associates

San Jose Mercury News – San Jose, CA August 2004 to November 2004

Outbound Sales Representative (contract)

Responsible for making outbound calls to new and existing customers in order to create new contracts, extend contracts, reactivate accounts, and collect on past due accounts

Responsible for maintaining and updating customer account information in internal database

Made at least 100 outbound cold calls per day


San Jose state university San Jose, CA

Bachelor of Arts in Behavioral Science May 2004

Professional Training

Duran Human Capital Partners: Technical Recruiting and Sourcer Certification (2014)

Fred Pryor Training courses: “Train the Trainer” and “Skills for New Supervisors and Managers”

Allegory, Inc. Training courses: “Public Speaking” and “Professional Presentations”

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