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Manager Customer Service

Rockville, Maryland, 20850, United States
April 10, 2018

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Clarissa D. Thompson

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

Rockville, MD 20850

Mobile: 804-***-****


Over ten years of recruiting and human resources experience with a proven track record for successfully empowering teams through coaching, effective feedback, mentoring, encouraging creativity, and rewarding efforts. Six years focus on recruiting cleared and non-cleared personnel for several government contracts. Dynamic and result-oriented individual with 10 years of technical recruiting experience, focused in the placement of 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. Thorough knowledge of government procedures and requirements for participation on GSA schedule and contract opportunities, SOW’s and RFP’s. Gained trust and built relationships with Executive’s and Hiring manager to ensure positive response to requests. Maintained 90% fill rate on a monthly basis. Seeking a position as technical recruiter to utilize my skills and which will require me to apply my business experience and education to assist the company in the accomplishment of its goals to align with the human resource department. I have exceptional ability to work with supervisors and management with profound ability to support the Company’s values, goals and objectives. I have strong ability to effectively articulate concepts in an easily understandable manner for employees. I was recognized as diplomatic and tactful. I’m able to quickly identify problems and successfully implement solutions.

Core Competencies

Full life cycle recruiting, salary negotiations, offer letters and full on-boarding process.

Designing and implementing recruiting best practices/policies and procedures, and workers compensation rates/unemployment

Strong knowledge of GSA scheduling and government contracts, immigration laws and compliance issues –employee authorized document, H1B Visa, green card, permanent resident

Extensive long term candidate pipeline

Business development, Brand Marketing and Client Services


NSS/TASC an Engility Herndon, VA 01/2015 – Present

Senior Recruiting/Hiring Consultant

As a Sr. Recruiting Consultant I’m responsible for evaluating Recruitment, hiring and employee relations and candidates' strengths compared with clients' requirements by evaluating, screening, and interviewing - candidates. I negotiate wage rates, salaries, and other terms and conditions of employment with candidates, staffing firms and gain commitment from candidates for current and future job requirements.

Developed and maintain relationships with clients and prospects through creative and consistent servicing techniques.

Researched current trends within the marketplace in order to remain knowledgeable about our clients and competitors.

Developed job descriptions, established performance management process, and acted as a consultant to ensure proper implementation.

Conduct full life-cycle recruiting process to include: advertising, job postings, sourcing, screening, scheduling, interviewing, reference checking and presenting job offers.

Provided full life-cycle recruitment of technical, executive, managerial, financial, and administrative candidates in a fast-paced corporate environment for the following markets: Dept. of Defense/State and Local government to include cleared (Secret, TS, TS/SCI, Lifestyle Poly/ Full Poly) candidates for government contracts. My normal workload is 25 -45 job requisitions/ Proposals (CIA, NRO, DOT, FAA, DOS, NASA, Army, DOE, White House, others.)

Recruiting Software engineers, .NET Developers, and other IT focus positions

Create sourcing plans and effectively identify candidates that meet clients’ expectations.

Develop job descriptions, and set recruiting strategies based on priority.

Analyze Client requirements, identify, screen, and interview candidates and negotiate salaries.

Refer applicants to hiring personnel with hiring recommendations

Analyzing candidate skills and experience to find a match for requirement

Search for candidates using major job boards e.g. Dice, Monster, LinkedIn, Indeed and other search sites

EXL SERVICE Richmond, VA 02/2011 – 12/2014

Sr. Recruiting Manager

Managed recruiting function for largest U.S. growth site and overseas, including direct management of eight employees engaged in hiring tested, non-tested, non-exempt, and exempt hires, college recruits, and MBA interns. Staff Training: Implementing customer service excellence training programs for all primary and ancillary departments. Worked closely with clients to support service excellence endeavors. Quality Improvement: Established and applied benchmarks that improved each overall performance. Created and implemented "best customer service practices" companywide. Team Building: Selected cross-functional staff for remediate service issues. Increased overall department satisfaction goals to 85%. Works with hiring managers to define open positions and outline responsibilities, requirements, and compensation and develops comprehensive targeted recruitment strategies for qualified candidates via calling and direct sourcing, database mining, client referrals, advertising, networking, professional communities, etc. Effectively evaluates candidate qualifications by conducting thorough interviews

Performed a wide variety of high-level projects, including company-wide compensation analysis, complex national and international relocation policies, offer negotiations, marketing and advertising, and assuring compliance of OFCCP/EEO/AAP laws and regulations by subordinates.

Clearance IT positions location in mid-west USA for satellite/wireless telecom, VoIP, managed network service providers, financial services, mortgage and lending, large commercial and government systems integration firms, positions requiring all levels of security clearance.

Successfully communicates each candidate’s experience and qualifications for the opportunity and advises hiring manager on candidate background, expertise and career potential -Manages and negotiates both the selection and offer process including candidate compensation, benefits, and relocation

Assist in performing reference and background checks for potential employees. Assist in writing and forwarding rejection letters. Assist in interviewing and selecting employees’ onsite. Assist in preparing and sending offer packages.

Conduct one on one discussion with potential candidates pertaining to his skill sets, career aspirations, technical expertise Conduct training classes to meet business objectives and create and implement new training procedures as needed.

Assess the progress of trainees, create individual improvement plans, and document a summary of the learning progress.

Updated and maintained the Applicant Tracking System (MaxHire) and ran weekly recruiting reports. (Genworth, MetLife, AARP, AFC, AoA, FDA, others)

Positions Recruited: Software Developers, Database Administrators, Program Manager, Project Manager, Business Analyst, Quality Assurance Analyst, etc.

Developed Recruiting Profit Center based on Target Recruiting Goals and Gross Profit goals.

Improves manager and employee performance by identifying and clarifying problems; evaluating potential solutions; implementing selected solution; coaching and counseling managers and employees.

Developed a strategy execution plan including metrics, hiring goals, and improvement philosophy

Managed the requisition process and on-going recruitment efforts including sourcing, evaluation, and closing technical, customer service, marketing, operations, administrative and managerial candidates

GENWORTH Richmond, VA 04/2008 –12/ 2010

Senior Global IT Recruiting Manager

I was promoted to build a centralized global staffing model. Designed the guidelines and process, developed, then hired team, identified technology and established metrics to support initial staffing in North America. Expanded the model to support Europe and Asia. Managed and mentored a team of 25 including virtual members in the US and Europe.

Scheduled and coordinated meetings, interviews, appointments, events and other similar activities for supervisors, which also included travel and lodging arrangements.

Possess strong client focus and superior relationship building skills. Provide support all HR departments. Improve Direct Hire% and decrease TDY%. Advise on and implement improved corporate policies.

Develops human resources solutions by collecting and analyzing information; recommending courses of action.

Created expense report for Manager and approved expense reports for direct reports.

Managed, updated and submitted clear, concise and accurate purchase requisitions for department.

Successfully executed the full life cycle of recruiting Information Technology talent that included: sourcing, screening, interviewing, and closing candidates nationwide for our clients.

Worked exclusively on the national account for IT Group recruiting and placing candidates for contract and contract-to-hire positions. Focused on Software Architects, Database, Architects/Administrators, Network System/Security Engineers, Web Developers, Quality/Test Engineers, Business Analysts, and Program and Project Managers.

Coordinated with various staff for operational support activities of the unit; served as a liaison between departments and operating units in the resolution of day-to-day administrative and operational problems.

Verifies candidate’s background by contacting references. Enrolls new employees by issuing forms and applications; verifying completion. Used Taleo to manage hiring process.

Provides job candidates by screening, interviewing, and testing applicants; notifying existing staff of internal opportunities; maintaining personnel records; obtaining temporary staff from agencies.

HINES (contract through Venturi Staffing) New York, NY 01/2006 – 12/2008

Acquisition and Accounting Associates

Partnered with business managers and related third parties to define and document business processes and software requirements for reporting and technology initiatives.

Provide necessary assistance to the acquisition manager, analysts and other members of the acquisition team

Plan and support the acquisition process through detailed research and place orders to the vendors

Developed recommendations to solve problems and issues related to the business operations, personnel operations and communicated with other departments as necessary.

Identified business leaders’ needs and translated them to specific functional and technical requirements; supervised and coordinated activities.

Collaborate across Talent Acquisition, Human Resource, Personnel Administration, and Compliance to gain a clear understanding of workforce needs, in particular, in assigned area of responsibility. Proactively identify ways in which to address those needs of the company and the company be acquired.

Present HR due diligence reports and recommendations. Quantify major areas of HR risk and opportunities to included labor expenses, severance, benefits, employee relation issues and culture.

JPMORGAN CHASE New York, NY 06/2002 –11/ 2005

Special Service Manager

Earned three Service Star Awards from JP Morgan Chase for providing outstanding levels of customer support.

Monitor and wrote performance report to enhance the performance and efficiency of the Tellers staff.

Supervises the Floating “On Call” Teller staff and ensures branch coverage is available when needed.

Researched old accounts, followed-up and made inquiry calls on new accounts. I prepared multiple bank and balance sheet reconciliations. Entered process and check account payable records.

Responsible for training the Teller staff and ATM staff for my branch and that of two other branches.

Prepared and analyzed financial statements. Gathered and verified documentation for approval. Actively managed all aspects of the general ledger, including fixed asset, lease and intercompany accounting

XENIA LEWIS EVENTS Brooklyn, NY 09/1998 – 12/2007

Director of Employee Engagement and Human Resource Manager

Implements human resources programs by providing human resources services, including talent acquisition, staffing, employment processing, compensation, health and welfare benefits, training and development, records management, safety and health, succession planning, employee relations and retention, AA/EEO compliance, and labor relations; completing personnel transactions.

Maintains accurate human resources records. Manages, maintains, and creates files to manage records retention and archives.

Develops human resources solutions by collecting and analyzing information; recommending courses of action.

Planned, coordinated, and managed a variety of special events with full responsibility for all aspects.

Collaborated closely with clients to understand their vision and needs, providing sound advice and managing expectations to ensure high satisfaction levels

Researched and selected appropriate venues and vendors, negotiating terms of agreements. Developed comprehensive events plans that included budgets, timelines, and checklists

Monitored performance to ensure all deliverables met quality standards and was delivered in a timely manner.


American Intercontinental University Hoffman Estates, IL 2009

Bachelor’s in Business Administration

Certificate in Human Resources VCU, Richmond, VA Studying for SPHR/ SCP FINRA Series 6 Registered Representative


Society for Human Resource Management, 2011 ASTD (American Society for Training & Development), 2013

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