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Customer Service Manager

Apex, North Carolina, United States
January 10, 2018

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Sadaf Khan

*** ******** *****

Apex, NC *****

Cell Phone - 415-***-****

Email ID –


oHuman Resources Professional with almost 8 years of experience with specialization in Performance Management, Employee Relations, Retention Management, Recruiting and Employee engagement.

oConducting Full-cycle Recruiting, which includes research, locating, screening, interviewing, recruiting, negotiating and closing candidates. - Identified, interviewed, evaluated, and recommended or rejected candidates in response to hiring requirements.

oInteracted with managers to discuss job requirements, candidate qualifications and recruiting strategies

oPerformed extensive research to prepare the perfect job descriptions

oSupported and implemented the company’s HR strategies and initiatives

oFacilitated appraisal and discussion and post appraisal feedback

oOrganized a wide variety of staff engagement programs such as town halls, meetings and holiday celebrations

oMaintained the employee data base and new employee file.

oHandled company organization chart and employee directory.

oActively involved in handling and solving employee disciplinary issues and grievances

oAbility to handle multiple responsibilities within the stipulated timelines.

oManaged the employee induction and orientation

oMaintained employee attendance and leave records.

oExtensive exposure to US work environment and hiring for candidates at all levels

oDeveloped and implemented rewards and recognition programs for employess

oStrengths include ability in meeting deadlines and deliverables while achieving excellence and quality of work

Technical Skills:

o Microsoft Office: Word, Excel and PowerPoint


oExecutive Program in General Management Certification from NMIMS, Mumbai

oCertified for Training Trainers

oLEAN trained

oBSc in Microbiology from University of Rajasthan

oCareer Edge from NIIT Jaipur

o10+2 or equivalent from St. Angela Sophia Senior Sec School Jaipur


oAwarded the Team Gold award for maximum conversions

oBronze Award for maximum referrals selected

oAwarded for being the most promising new member in hiring team.

oAccomplished stiff Hiring Targets well within the stipulated timeline

oConducted “CONNECT” for connecting families of employees with their workplace

oPromoted among the Top 10 % of Assistant Manager from the Resident Expert Batch.

oAll India English Language topper in High School

Professional Experience: Recruiter Ora Apps, Inc New Jersey (01/2012 – Present)

oHandled full cycle recruitment for IT and non-IT Professionals.

oProactively sourced for candidates through LinkedIn

oPreparing effective strategies for sourcing candidates to be placed across all levels

oManaged administrative and other HR functions occasionally

oScheduled telephone interviews, video and on-site interviews between candidates and employers

oWorked in collaborations with senior recruiters to identify recruiting needs and form strategic recruitment plans

oProvide feedback to candidates after interviews

oPosting jobs on multiple job posting sites

oConduct reference checks

oEnsured the smooth running of recruitment administration process.

Assistant Manager STORM Inc. – Hyderabad India (10/2010 – 01/2011)

oHandled overall HR functions for the organization that included development and implementation of policies and procedures and maintaining employee relations.

oMonitored employee performance evaluations and appraisals

oHandled employee relations counselling and exit interviews

oParticipated in administrative staff meetings and attended seminars and job fairs.

oSupported onboarding and other administrative tasks such as training and reporting

oHandling offer letters, appointment and experience letters

oSolving professional grievances of employees

oAnswered employee questions about company policies and procedures

oConducted full cycle recruitment using standard recruiting and hiring practices

oTracking hiring requirements

oMaintaining database of good candidates

oConducted face to face as well as telephone interviews

oPerformed screening and interviewing of candidates

oWorking together with Job portals for potential leads on eligible candidates

Assistant Manager GENPACT – Jaipur India (04/2005 – 11/2009)

oSpearheaded a project which involved recruiting 100+ employees as a part of Dell customer service

oImplement staffing strategies to maintain a qualified and diverse candidate pool.

oHandled full cycle recruitment for key leadership roles like Process owners and management trainees

oCoordinating Line interviews between candidates and Senior HR Managers.

oAssisting the recruiting team to pre-screen candidates and brief them about the job position.

oConducted the Pre Hiring Orientation and New Hire Orientation sessions for the new hire

oFacilitating and conducting face-to-face interviews, assessment centers and panel interviews

oOrganizing and conducting weekly staff meetings to discuss teamwork productivity, and recruiting strategies

oWorked as a Trainer and took sessions for the Team on SOPs, business ethics and other related topics

oImplemented employee retention initiatives in order to control rates of attrition

oWorked on the project involving redeployment of key roles following significant organizational restructure.

oRaised Service requests using Siebel.

oPreparing monthly dashboards highlighting Team’s performance

oCreation of internal assessment documents, feedback templates and candidates evaluation system

oConducting Voice & Accent as well as Soft skills training for associates.

oDesigning Training content on customer focus and experience

oCreating and Updating Learning Plans.

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