Customer Service Manager
Resume:
Sara Fifi (Lotfi)
New Orleans, LA 70124
Mobile: 206-***-****
E-mail: **********@*******.***
Challenge driven Human Resources & Project Manager expert seeking opportunity for growth & improvement.
Education
September 1999-June 2003 University of Washington
Seattle, WA
Bachelor of Arts, English, Creative Writing
Languages/Skills
Fluent in Farsi and conversational proficiency in Spanish
Expert in MS Office Suite, (Word, Outlook, PowerPoint, Excel), SharePoint, Microsoft HR tools; XP10, Headtrax, MS People
QuickBooks Pro subject matter expert
Employment
June 2010– September 2010 (Contract) Starbucks Corp.
Relocation Program Specialist
Domestic & International Internal Relocation Team Seattle, WA
Developed, tracked and refined all external & internal relocation processes & policies for all relocated hires through SharePoint & MS Office.
Coordinated all relocation logistics with suppliers & vendors to ensure positive relocation process for international & domestic relocations.
Provided feedback to Management and audited process for improvements.
March 2008– March 2009 Microsoft Corp.
Human Resources Staffing Consultant
Business Online Services Group, (BOSG), Server & Tools Redmond, WA
Strong a-z, full lifecycle Human Resources experience, great technical & sourcing skills, solid client partnership and process management experience.
Developed & maintained training projects as part of the STB Diversity Triad to further recruit & develop BOSG’s diverse talent pool.
Drove the recruiting process for Messaging & Collaborations Tools Group within Microsoft’s Business Online Services Group, Server & Tools Division.
Subject Matter Expert on Microsoft Staffing Tools Recweb, XP10, Report Manager, Headtrax
Created and improved upon recruiting processes in partnership with Hiring Managers, HR generalist team and peers in Recruiting.
Sourced, screened, interviewed, tracked & presented domestic & international offers to candidates for all technical positions.
Managed and worked to continually track & improve Microsoft’s background check & relocation process for all new external hires.
Acted as an HR expert/coach to Hiring Managers & other business clients to ensure effective HR communication, guidelines as well as keep all HR managers training updated.
Updated all business clients on new HR/Staffing programs & guidelines through direct marketing, communication.
Assisted & facilitated external candidates through the interview, offer, relocation & benefits learning process.
Responsible for the administration & implementation of Microsoft compensation policies and programs including variable pay programs, incentive programs, compensation and Microsoft job leveling for all BOSG new hires.
Created, updated & presented monthly business reports & hiring metrics to business clients & leaders.
Managed all hiring manager’s calendars for technical screens, offer discussions & technical informationals.
Assisted HR Business Partners on a stretch project & coordinated BOSG Women’s Council to attract a targeted level of female technical candidates in order to assist them in training in getting to the next level in their career.
As part of the BOSG Diversity Triad, planned & coordinated Tools of Engagement & Micro Messaging Training Sessions, (Power of Small Classes), a series of communication improvement trainings for BOSG Executives & Managers.
Assisted BOSG HR Business Partner on projects to monitor & improve the health of client team.
Partnered with BOSG Internal Recruiting team to plan, monitor & facilitate Internal Brown Bag Recruiting Drives.
Partnered with hiring managers to develop successful recruiting plans by facilitating requisition reviews & take part in meeting updates to ensure candidate quality & interview integrity.
Calculated new offers & negotiated new level adjustments for international candidates.
Partner with client team, HR Business Partners and recruiting staff to facilitate successful hiring plans within OFCCP hiring guidelines.
May 2007 –March 2008 Microsoft- Corestaff Vendor
Operations Staffing Consultant Entertainment & Devices- Xbox Global Marketing & Finance
Redmond, WA
Facilitated & drove the internal recruiting process for Xbox Finance & Global Marketing teams within Microsoft’s Entertainment & Devices Division for an average of 30-50 candidates per month.
Created successful recruiting plans in partnership with hiring managers, HR generalist team and peers in Recruiting.
Managed the external and internal hiring process by submitting & staying on top of the relocation process.
Created, in alliance with External Recruiter, a plan to source & screen lower level/introductory candidates within the X-Box Finance Team.
Managed complex calendars to set up & monitor Internal MS technical screens & for Requisition Review Meetings.
Managed internal recruiting process by sending out all offer letters & hire packets for internal candidates within the E&D teams.
Calculated new offers & negotiated new level adjustments for international candidates.
Monitored existing open positions to ensure execution & accuracy of OFCCP guidelines.
Acted as a partner to both hiring team & recruiting teams to give sound advice on offers.
Submitted interview loops for both internal & external candidates & make sure RC's are on top of scheduling & come up with solutions for any last minute scheduling changes or issues.
Partnered with hiring managers to develop successful recruiting plans for internal positions by facilitating requisition reviews & updates on resume submissions.
February 2006 – May 2007 Issaquah, WA
Microsoft, Spherion Vendor Recruiting Coordinator, Sales, Marketing & Services Group
Acted as a liaison & main point of contact between hiring groups, recruiters & external & internal candidates to facilitate & maintain the integrity of the Microsoft interview & hiring process.
Established and maintained communication with candidates, hiring groups & recruiters within a strict service level agreement.
Managed all calendars for hiring manager team, candidates, as well as External Recruiting team.
Maintained internal Microsoft Hiring XP10 database.
Coordinated all relocation logistics and area tours for new hires.
Created and executed interview day schedules and logistics for 100+ candidates monthly, including +65 Senior Level Candidates, including facilitating Senior Level 68 candidates through the hiring process.
Managed all candidate documentation including applications, interview feedback, travel arrangements, and expenses.
Established and maintained relationships with all three lines of business, specifically hiring managers and recruiters.
SMSG Recruiting Coordinator Team continuously received highest overall satisfaction rating from Microsoft business partners and recruiters.
Ameriprise Financial Advisors July 2005- February 2006
Operations Manager & Financial Advisor Assistant Seattle, WA
Transitioned from assisting Seattle corporate offices in designing & implementing new business processes for acquiring individual and corporate clients, (which resulted in higher insurance & investment sales by $6,000 a month), to assisting in a private, Platinum level investment firm.
Assisted individual & groups of advisors in new client acquisition, marketing research for business growth & account & client management
Managed all Advisor calendars for client meetings, sales strategy reviews & business travel needs.
Produced and followed through on implementation of marketing projects that increased number of clients by 5 new investment & financial planning clients per month
Enhanced business sales and productivity significantly by directly improving client service and bringing on a total of 50 new clients per year
Planned & implemented marketing events to acquire new candidates for planning & investment needs through partnering with local business such as Tully’s Coffee, in turn bringing on 10 new private & commercial business candidates per week.
Maintained all relevant compliance records in accordance with strict NASD rules & regulations
July 1999- February 2005 Bank of America
Customer Service Representative & Merchant Teller Seattle, WA
Handled all Customer Service inquires in person and via phone banking.
Assisted Seattle Metro merchant business clients in account management, accounting & meeting business needs through bank product sales & implementation.
Handled all product & cash needs of 100 + merchant clients, (University Business Branch) & managed daily accounting & balancing needs
Participated in monthly banking sales contests where a strict business quota had to be met per branch.
Met strict daily cash balancing requirements & managed weekly bank vault balancing, ordering & auditing needs.
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