Customer Service, Sales, Recruiter, Banking

Letitia S Farrell

*** ********* **, **********, ** 19803

*.*.*******@*******.***

Phone Number: 302-***-****

SUMAMRY

Excellent communication / listening skills used in identifying and satisfactorily addressing issues that bring about positive resolutions Confident working in a fast-paced, multi-tasking environment, Experience handling high call volume

Enthusiastic leader with strong communication, interpersonal and organizational skills within a diverse talent core

Fast learner and enthusiastic self-starter, Outstanding presentation and negotiation skills; Training Facilitator

Exceptional verbal and written communication talents

EDUCATION

Goldey-Beacom College - BS Degree, Business and Marketing Management

Padua Academy - College Prep

Skills & Group Affiliations

SHRM, a society for Human Resource

QuickBooks

Management professionals

FreshBooks

Applicant Tracking Systems (Bullhorn, Akken, TALEO)

Lotus Notes

Quest Diagnostic Online; LinkedIN; Job Boards

A-Check, Check Past

MS Office: Word, PowerPoint, Excel, Outlook

Windows

EXPERIENCE

NAMI - Delaware (National Alliance on Mental Illness) January 2018 – present

Volunteer Wilmington, DE

The Mission of NAMI – Delaware is to support, educate and advocate until there is a cure for severe and persistent brain illness, while eradicating the stigma one mind at a time.

Provider educator, reaching out to various medical offices informing doctors and their staff on our mission and services available to their patients.

Raise funds and awareness through NAMI NIGHT and NAMI Walks events

Saraga Builders & Property Management September 2015 – October 2017

Leasing Property Manager Wilmington, DE

•Managed and oversaw operations, maintenance, administration, and improvement of commercial and residential properties

•Looked after buildings, housing, commercial spaces and other property to make sure it was in good working order, clean and well-maintained

•Direct collection of monthly assessments, rental fees, and deposits and payment of insurance premiums, mortgage, taxes, and incurred operating expenses

•Collected rent monthly and handled late payments in a timely manner

•Planned, scheduled, and coordinated general maintenance, major repairs, and remodeling or construction projects for commercial or residential properties

•Determined and verified the eligibility of prospective tenants, following government regulations Act as liaisons between on-site managers or tenants and owners

•Advertised and marketed vacant spaces to attract tenants

Delaware Department of Labor, Div. of Employment and Training (contract-pt/seasonal) March 2014 - August 2015

Employment Service Specialist Newark, DE

•Outlined the services and resources available to the client; albeit training, job sourcing, various job board websites; directed client on how to upload resume to various job requisitions on career/company websites

•Established client objectives relative to policies established by state and federal agencies

•Administered state approved Career Planning and Training Workshops; participated in and facilitated training seminars at management request

•Aided client in building resume on Delaware Job Link, per DOL procedures and requirements

•Assisted in the Disabled Veterans Outreach Program training, followed-up with Military Veterans regarding the VRAP program, their opinion of it, how it helped and if there was any further assistance they may have needed; documented findings in a monthly report to upper management

•Maintained client confidence and protected operations by keeping information confidential

•Directed client to the appropriate office to register for Basic Computer Courses or the GED Program; encouraged client on continuing-education courses to build a stronger foundation for themselves and their career; conferred with management to develop and implement personnel policies and procedures

CSS Staffing September 2011 - June 2013

Career Recruiter Newark, DE

•Experienced Full Desk Recruiter; Engineers (Boeing, BAE Systems, Stryker, Philips Electronics, Raytheon, Siemens, L-3, Lockheed Martin), IT, Medical Staffing Professionals, Project Managers, Mechanical Assemblers, for the Aerospace Industries, Accountants and Administrative Support for both nationwide and local clients (contract, temp-to-hire and direct hire)

•Sourced (via internet, job boards, social networking, Linkedln, University Career Centers, Diverse pipeline and Referrals), screened and interviewed candidates that fit client's job requirements while actively listening to key components of our discussion; Negotiated employment / salary offers, keeping in mind companies cost

Performed behavioral style interviewing via telephone and face-to-face; coordinate interviews of pre-screened candidates with the hiring managers, while also participating in the day to day execution of various hiring and diversity initiatives; reviewed professional publications

•Initiated employee on-boarding process, including 1-9 verification, background checks and drug screenings per client requirements in a timely manner;

•Met daily with recruiting manager and talent acquisition specialists to discuss the best approach to new job requisitions; worked on multiple jobs daily depending on need and importance; easily adapted when a "hot" job came in and became priority; Self-motivated, confident and able to work effectively with little supervision; consistently took initiative

•Worked extensively with Bullhorn, Akken and TALEO (ATS), created various metrics, and access to vendor management systems for needed details

•Wrote and edited job postings on Monster, Career Builder, Craig's List, Delaware Job Link, various State / Federal Unemployment and College Career websites

•Built outstanding relationships w/ Hiring Managers while influencing them on best practices Tracked metrics for all recruiting activities and proactively provide solutions

•Maintained and updated human resources documents, such as organizational charts, employee handbooks or directories, and performance evaluation forms

•Provided management with information on training related to interviewing, performance reviews, counseling techniques, and documentation of performance issues

•Mentored and trained new staff associates on company recruiting policies, practices and procedures

•Continual follow-up with placements; open door policy with all recruited personnel; established solid networks and participated in professional societies

•Addressed employee relations issues, such as harassment allegations, employment complaints and other concerns

•Conducted exit interviews and ensure that necessary employment termination paperwork was completed per state and federal law / regulations

•Advised management on organizing, preparing, and implementing recruiting programs off-site at universities, state offices and career fairs

Bank of America (Randstad Solutions/contract) October 2010 - July 2011

Mortgage / Short Sale Counselor Wilmington, DE

Prepared written reports that estimate property values, outlined methods by which the appraisals were made, and standards met

•Searched public records for transactions such as sales, leases, and assessments

•Evaluated land and neighborhoods where properties are situated, considering locations and trends or impending changes that could influence future values

•Obtained county land values and sales information about nearby properties to aid in establishment of property values Verified legal descriptions of properties by comparing them to county records

•Interviewed persons familiar with properties and immediate surroundings, such as contractors, home owners, and realtors, to obtain pertinent information

•Examined the type and location of nearby services, such as shopping centers, schools, parks, and other neighborhood features, to evaluate their impact on property values

•Analyzed data and information pertaining to the property; updated using relevant trending knowledge and metrics

•Experience with appraisal, mapping and comparison data reporting

Saraga Builders & Property Management March 2008 - September 2010

Leasing Property Manager Wilmington, DE

•Met with prospective tenants to tour properties, explain terms of occupancy, and provide information regarding local areas

•Prepared detailed budgets and financial reports for properties while conferring with owners

•Maintained records of sales, rental or usage activity, special permits issued, maintenance and operating costs, or property availability

•Sourced and built relationships with prospective clients to expand business opportunities

Met with clients to negotiate management and service contracts, determined priorities, and discussed the financial and operational status of properties

•Prepared and administered contracts for provision of property services such as cleaning, maintenance, and security services

•Investigated complaints, disturbances and violations and resolve problems following management protocol and state regulations

•Reviewed leases to ensure that they were in line with rental markets

Discover Financial June 2005 - March 2008

Sr. Customer Service Acct. Manager / Internal Quality Control Auditor New Castle, DE

•Performed compliance and accuracy control reviews through account call monitoring of call center CS Reps regarding specific functions, including enrollment and sales verifications, in accordance with policy and procedure as well State and Federal agency regulations, enforced adherence to requirements

•Collaborated with team-members as a coaching resource to CS Team Leaders regarding proper account handling; determined specific needs of customer service reps that would enhance the call handling experience more efficiently

•Responsible for responding to inbound card member inquiries by phone and written communication; followed up with calls on emails received from account holders deemed high risk

•Recommended and sold credit card products and services to meet the customer's needs based on brands features; Researched and analyzed card member concerns and adjusted accounts per company policy, processed credit card payments

•Established sales objectives relative to brand priority for each card holder by understanding needs

•Provided feedback to Center Management, Team Leaders and Training Personnel that would help improve customer service satisfaction and increase sales revenue; advised management on needed actions

Discover Service Award 2006 - Recognized and honored by Senior Management for outstanding, quality Customer

Service and Sales by continually meeting or exceeding monthly personal and company sales goals

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