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Manager Customer Care

Location:
Montreal, Quebec, Canada
Posted:
November 29, 2017

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Resume:

Mariea Jenifair

*****, *** ** **********,

Pierrefonds, Quebec- H9K 1R9

Phone #: 438-***-****

Summary

Results oriented and energetic Senior Technical Recruiter, with sound technical knowledge and business/Management acumen. A people’s person with strong networking skills and an effective communicator with excellent interpersonal skills. Expert at managing multiple tasks simultaneously. A self- starter and a fast learner.

Motivated recruiter with more than 10 years of experience in interviewing, candidate generation, screening resumes, sourcing and prospecting. Possess an all-round experience with educational background in both Computer science and HR.

Education

Degree

Year of Passing

University

Bachelor of Science in Computer Science

Apr 2000

Madras University

Post Graduate Diploma in Human Resource Management (PGDHRM – equivalent to MBA in HR)

Sep 2002

Loyola Institute of Business Administration

Post Graduate Diploma in Computer Applications (PGDCA)

Apr 2000

Loyola Institute of Business Administration

Experience Summary

#

Organization

From

To

Role/Functional Role

1

Coesys Solutions

Oct-11

Till Date

Sr. Technical Recruiter/Resource Manager

2

Live Connections Staffing Services

Jan-07

Jan-08

Recruitment Manager

3

ICICI Lombard General Insurance

May-04

May-06

Operations Manager

4

Accenture India Services

Jun-03

Mar-04

Operations Lead-Technical Care Consultant/SME(Customer Care Representative)

5

America Online (AOL)

Aug-02

Jun-03

Team Lead/ Customer Care Consultant

6

Live Connections Staffing Services

June-00

Jun-02

Senior IT Recruiter

Detailed Work Experience

Coesys Solutions –Senior Technical Recruiter/Resource Manager

LIVE CONNECTIONS STAFFING SERVICES- Senior IT Recruiter

Recruitment

Conducted pre-screening interviews, high level technical screening and worked with subject matter experts to perform in-depth technical evaluation of candidates.

Expertise in handling various levels of consulting positions including Software *Engineers/Architects (Distributed and Mainframe), Database /Architects/Developers/Administrators, Network/System/Security Engineers, Web Developers, Quality Assurance/Test Engineers, Technical Program/Product/Project Managers, Development Managers, and Business Analysts.

Expertise in pre-screening candidates in various technologies including Java, J2EE, JavaScript, Spring, Hibernate, Struts, JBoss, JQuery, JDBC, Caching (ehCache, Coherence), Messaging (Tibco, JMS, MS-MQ, MQ Series), EJB, Business Objects, SAML, SPML, Multi-Threading, Flex, SOA, GWT (Google Web Tool Kit), Remoting, AJAX, GUI, Web Services, Websphere, Weblogic, Tuxedo, Oracle RAC, Sybase, DB2, SQL Server, C#, .NET, ASP.NET, VB.NET, ADO.NET, SharePoint, XML, HTML, XHTML, DHTML, CSS, Visual Studio, XSLT, MVC2, MVP Framework, SWIFT, WCF, WPF, Win Forms, Web Forms, MOSS, C/C++, Objective C, Cocoa Touch, ETL, Shell, UNIX, Linux, AIX, Solaris, PL/SQL, Scripting, Version Control (CVS, PVCS), Source Control, Batch, Tibco BW/EMS, PEGA, Ab Initio, x509 Certificate, ISO20022, Security Authentication, Smart Card, CAPI, PKCS, PKI, Tomcat, Eclipse, PHP, MySQL, LAMP, Perl, Ruby on Rails, Silverlight, JSP, Agile/Waterfall/RUP methodologies, MS Office Suite (PowerPoint, Word, Excel, Access, and Outlook), Rational Requisite Pro, Test Director, Mercury Quality Center.

Major clients were software client and minor clients were FMCG, Financial Institutions, telecom and manufacturing companies.

Provided in-depth analysis of technologies and tools related to requirement to account manager and other recruiters.

Creatively utilized internet sourcing, social media and industry contacts to identify, network and recruit.

Evaluated and verified technical skill set of the candidates to the requirement.

Sales Activities:

New business generation by making cold calls to local business and utilizing company’s database to maintain existing clients.

New client visits and service existing clients.

Write and place advertisements on job portals.

Meet sales targets.

Client Management:

Serve clients, identify their needs and provide the right candidates.

Network both internally and externally with prospects and clients.

AMERICA ONLINE – TEAM LEAD

Job Responsibilities

Managed a team of 10 technical customer care consultants who would work on Internet technologies such as Java,J2EE, JavaScript, spring, Hibernate, Struts, JBoss, JQuery, JDBC, Caching (ehCache,Coherence), EJB, Business Objects,SAML, SPML, Multi-Threading, Flex, SOA, GWT(Google Web Tool Kit), Remoting,AJAX, GUI, Web Services, Websphere, Weblogic,C#, .NET, ASP.NET, VB.NET, ADO.NET, SharePoint, XML, HTML,XHTML, DHTML, CSS, Visual Studio, WCF, WPF, Win Forms, Web Forms.

Ensured daily, weekly and monthly targets were met.

Was senior point of escalation for any issues.

Conduct interviews and recruit technical resources for the team.

Worked with the hiring managers to develop a strong selection process and coordinate interviews through the use of creative and innovative techniques and tools as well as provide a service-level agreement that established a clear understanding of items such as position requirements, sourcing methods, cost and task owners, etc.

Monitor project roll-on and roll-off dates and employee transfers for maximum staffing and utilization of personnel.

Conducted performance appraisals for the team quarterly and recommended the performance bonus.

Achievements and Awards.

Consistently achieved quantitative and qualitative targets.

Improved First Call Resolution rate every month.

Maintained high standards in all the aspects of the metrics.

Received Appreciation letter from members.

ACCENTURE INDIA SERVICES-TECHNICAL CARE CONSULTANT/SME/Customer Care Representative

Job Responsibilities

Assisting Agents in improving their C-Sat scores.

Served as a Subject Matter Expert for Internet Technologies for clients such as SBC Yahoo.

Served as SME for pre-screening candidates in Internet technologies including Java, J2EE, JavaScript, spring, Hibernate, Struts, JBoss, JQuery, JDBC, Caching (ehCache,

Coherence), EJB, Business Objects,SAML, SPML, Multi-Threading, Flex, SOA, GWT (Google Web Tool Kit), Remoting,AJAX, GUI, Web Services, Websphere, Weblogic, C#, .NET, ASP.NET, VB.NET, ADO.NET, SharePoint, XML, HTML,XHTML, DHTML, CSS, Visual Studio, WCF, WPF, Win Forms, Web Forms.

Recruit Team members based on highly volatile requirement. Agile team building based on quick ramp up and ramp down requirements from clients.

As a customer care representative, was the single point of contact for the customer for any operational issues and escalations.

Was responsible for the total account business relations with the customer.

Handling of escalation calls.

Preparation of attendance reports, checking of open cases, and leave reports for the month.

Monitoring of break schedules of the team members.

Point of Contact between the Engagement Manager, client and the team.

Get performance feedback from the Technical Team lead and recommend pay hikes and yearly bonuses.

Achievements and Awards

Was selected by the management as the “BEST CSA”.

ICICI LOMBARD GENERAL INSURANCE LTD – OPERATIONS MANAGER

Job Responsibilities

Resolving the day-to-day process and people related issues.

Managing a team of five, interviewing new candidates for other in house departments, training them on operations process through direct intervention and coaching.

Quality check done on the proposal’s received.

Handling Escalations from the customers (External as well internal customers).

PMO reporting.

Team building for various medium to large scale internal projects.

Work with the business unit manager’s recruitment team to effectively develop and manage the pipeline of candidates required for the organization.

Advised management with employee relations issues and collaborated with managers with performance appraisal process.

Administered employee benefits programs including health and life insurance.

LIVE CONNECTIONS STAFFING SERVICES – RECRUITEMENT MANAGER

Job Responsibilities

Oversaw all aspects of recruitment efforts of the organization.

Was responsible to oversee all recruitment efforts of the organization, worked independently to research on requirement, worked closely with clients and candidates to co-ordinate profile submissions, interviews and closure.

Managed a team of 10 recruiter who would independently research requirements and sources candidates.

Served as contact person for all placed consultants and co-ordinate within organization to help consultants.

Leveraged social media and networked to generate and identify candidate resources

Rigorously sourced, screened, tested, hand selected top-tier talent.

Conducting performance appraisal and review for my team.

Develop positive rapport with management /employees to provide employee relations support, including conflict resolution, disciplinary action and performance management.

Achievements and Awards

Improved response times in 36 hours.

Improved ‘hit-rate’ by sourcing candidates and converting accounts by ‘matching the right profile with the right candidate’



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