Customer Service Talent Acquisition

Yahudiah Chodosh

Phone: 312-***-****

Email: ********@*****.***

PROFESSIONAL PROFILE

Detail-oriented, analytical, expert professional with experience performing administrative support, talent acquisition, conflict resolution and customer service duties. Constantly seeking techniques to optimize efficiencies and improve effectiveness. Prioritizes daily assignments and completes projects and responsibilities ahead of schedule with minimal supervision. Continually seeking new opportunities to broaden skills and knowledge. Uses knowledge and experiences make tasks more manageable to increase productivity.

PROFESSIONAL EXPERIENCE

Program Assistant 06/2023 – Current

Loyola University of Maryland/Robert Half Baltimore Maryland 40 hours/week

Supervisor: Neil Andrito 410-***-****, may contact

SUMMARY: Talented Program Assistant working in the office of Residence Life and Housing. Assistant to (2 Associate Directors, 2 Directors, and 6 Assistant Directors.)

CUSTOMER SERVICE: Oversee scheduling and calendaring, address or screen emails and calls and refer call to other offices as necessary, Coordinate, compose, edit and prepare office correspondence and reports. Maintain office equipment, order supplies, schedule maintenance and repairs. Assisted and responded

COMPUTER LITERACY: Proficient with the Microsoft Office Suite consisting of Word, Outlook, Excel to create personnel spreadsheets, PowerPoint, OneNote, Microsoft Teams, SharePoint, OneDrive, Colleague, StarRez,Teams, Tawkto, and Access.

EFFECTIVE COMMUNICATION: Conducted follow-up correspondence via written and oral communication daily for the department. Carefully documented notes on personnel files after all calls. Guide and train 10 Office Assistants. Educated new hires on the proper procedures and policies to follow when accessing customers’ sensitive information in the database.

DATABASE MANAGEMENT: Knowledge of personnel data systems. Managed budget, office, and employee files, forms and highly confidential information in computer database.

Key Accomplishments:

Evidence of excellent customer service, strong multi-tasking and follow up skills, ability to manage and meet deadlines, maintain confidentially and use discretion, planning, and maintain poise.

Account Expert 5/2023 – 06/2023

T-Mobile. Augusta, GA 40 hours/week

Supervisor: Alex Rouse, Sr. Trainer, 762-***-****, may contact

SUMMARY: Answering hundreds of inbound calls daily to assist with a variety of complex issues. Performed frequent troubleshooting methods to resolve customers’ device failures. Conducting follow-up interactions by telecommunication to ensure all issues are resolved.

CUSTOMER SERVICE and CLERICAL SUPPORT: Assisting and responding to customer inquiries in regards to their bill, products, and services. Educating customers on the benefits of the products and services we offer. Reviewing customers’ files and documents in the computer database to analyze warranty information recommend coverage. Accepting electronic payments over the phone and ensuring the confidentiality of sensitive information. Providing a resolution for issues to prevent customers from calling back multiple times.

MARKETING AND SALES: Recommending services and products for customers to have the best outcome with their devices. Explaining the benefits of services and confidently offered sales on all calls.

EFFECTIVE COMMUNICATION: Disseminating information with stakeholders via written and oral communication daily. Carefully documenting notes on customer files after an interaction to keep colleagues and managers updated on customer’s issues.

DATABASE MANAGEMENT: Accurately recording all sales data to track metrics and ensure that goals are being met.

Key Accomplishments:

Maintaining productivity by exceeding First Call Resolution (FCR) goals.

Staffing Recruiter 2/2021 – 2/2023

Career Personnel, Augusta, GA 40 hours/week

Supervisor: Mark Smith, 706-***-****, may contact

SUMMARY: Talent acquisition specialist that assisted the company in fulfilling staffing needs for various employers within the company’s network. Frequent interaction with the public when hosting job fairs. Conducting follow-up correspondence with candidates in reference to their application status.

CUSTOMER SERVICE: Assisted and responded to candidate inquiries in regards to job openings. Reviewed candidate files and documents in computer database to verify eligibility for available positions. Scheduled appointments for candidate interviews. Conducted candidate interviews virtually and in-person to find the right fit for the vacancy.

COMPUTER LITERACY: Proficient with the Microsoft Office Suite consisting of Word, Outlook, Excel to create personnel spreadsheets, PowerPoint, OneNote, Microsoft Teams, SharePoint, OneDrive, and Access.

EFFECTIVE COMMUNICATION: Conducted follow-up correspondence via written and oral communication daily. Carefully documented notes on personnel files after all interviews to select the candidates that are best qualified.

DATABASE MANAGEMENT: Knowledge of personnel data systems. Managed candidate files and highly confidential information in computer database. Assisted new hires with managing onboarding files in company’s database. Educated new hires on the proper procedures and policies to follow when accessing customers’ sensitive information in the database.

Key Accomplishments:

Successfully interviewed over 200 candidates for employment.

Customer Service Specialist 1/2020 – 2/2021

Center For Disease Control (CDC) Contractor, Tampa, FL 40 hours/week

KForce Staffing Professionals

Supervisor: Jordan Wallace, 813-***-****, may contact

SUMMARY: Answered hundreds of inbound calls daily to assists clients with Covid-19 concerns. Researched policies and procedure to ensure all inquiries were addressed according to CDC guidelines. Frequently interacted with the public and provided excellent customer service.

CUSTOMER SERVICE and CLERICAL SUPPORT: Assisted and responded to clients’ inquiries in regards to the highly contagious Covid-19 virus. Educated clients on best course of action to take and how to proceed if infected according to the CDC script provided to us. Maintained the clients’ confidentiality according to HIPPA regulations.

EFFECTIVE COMMUNICATION: Disseminated information with stakeholders via written and oral communication daily. Carefully documented notes on clients’ files after all interactions to keep colleagues and managers updated on the interaction.

DATABASE MANAGEMENT: Accurately recording notes from all transactions to keep track of those affected by the virus.

Key Accomplishments:

Consistently maintained performance goals .

Claimant Service Representative 7/2019 – 12/2019

Florida Connect Unemployment Contractor, Tampa, FL 40 hours/week

KForce Staffing Professionals

Supervisor: Jordan Wallace, 813-***-****, may contact

SUMMARY: Assisted clients with filing unemployment claim benefits via telecommunication. Managed unemployment files to ensure completion for case review. Conducted follow ups to verify eligibility of clients’ unemployment benefits.

CUSTOMER SERVICE: Assisted and responded to clients’ inquiries in regards to benefit amount and duration of payout. Reviewed eligibility for continuation of benefits when initial payouts were exhausted. Scheduled client appointments for eligibility interviews. Conducted client interviews virtually and in-person.

COMPUTER LITERACY: Proficient with the Microsoft Office Suite consisting of Word, Outlook, Excel to create personnel spreadsheets, PowerPoint, OneNote, Microsoft Teams, SharePoint, OneDrive, and Access.

EFFECTIVE COMMUNICATION: Conducted follow-up correspondence via written and oral communication daily. Carefully documented notes on personnel files after all interviews for the case manager’s review.

Key Accomplishments:

Successfully processed over 100 claims.

Customer Experience Manager 11/2019 – 11/2021

Nestle Waters Inc., Tampa, FL 40 hours/week

Supervisor: Jennifer Malek, 877-***-****, may contact

SUMMARY: Monitored all employees’ performance and all evaluated employees’ ability to follow company policies and procedures. Assisted call volume by answering calls during peak hours. Handled and resolved many escalation calls daily. Conducted follow-ups via phone or email when necessary and by customer request.

COMPUTER LITERACY: Proficient with Microsoft Office Suite consisting of Word, Outlook, Excel to create training and personnel spreadsheets, PowerPoint, OneNote, Microsoft Teams, SharePoint, OneDrive, and Access.

LEADERSHIP AND ADMINISTRATIVE SUPPORT: Managed all calls and correspondence for employees and provided documented coaching when not in compliance. Managed employees’ attendance and administered verbal coaching when absent or tardy. Recommended improvements to existing policies and procedures.

ANALYSIS: Monitored the quality of services provided by evaluating employees’ interactions with customers and evaluating their overall job performance.

MARKETING AND SALES: Recommended products and services for customers according to their expressed needs. Explained benefits of products and confidently offered sales on all calls.

COMMUNICATION: Disseminated information with stakeholders via written and oral communication daily. Communicated with corporate and warehouse to resolve complex issues beyond our control.

DATABASE MANAGEMENT: Knowledge of personnel data systems. Managed company files and customers’ product information in computer database. Trained employees on managing files in company’s database. Trained employees on the proper procedures and policies to follow when accessing customers’ sensitive information in the database.

Key Accomplishments:

Successfully managed a team of over 50 employees.

Small Business Account Manager 7/2013 – 6/2019

Capital One Financial, Henrico, VA 40 hours/week

Supervisor: Ginamarie Signorile, 727-***-****, may contact

SUMMARY: Managed several small business financial accounts for small business owners. Offered the best products and services tailored to the company’s business needs. Conducted frequent follow ups to ensure company is satisfied with their services and inquire about improvements.

CUSTOMER SERVICE and CLERICAL SUPPORT: Assisting and responding to clients’ inquiries in regards to their portfolio, products, and services. Educating customers on the benefits of the products and services we offer. Accepting electronic payments over the phone and ensuring the confidentiality of sensitive information. Assisted with online banking, balance transfers, and redeeming rewards.

MARKETING AND SALES: Recommended products and services for small business owners according to their expressed needs. Explained benefits of products and confidently offered sales and upsells on all calls.

EFFECTIVE COMMUNICATION: Disseminated information with stakeholders via written and oral communication daily.

FINANCE: Prepared money reports for reconciliation at the end of day. Counted and bagged large amounts of money for safe drops. Provided armored truck access to safe for cash pick-ups. Processed money orders, cash checks, and completed electronic monetary transactions through Western Union.

Key Accomplishments:

Exceeded Expectations by consistently ranking in the top 5% for performance.

Education

Some College, Business Management,

High School Diploma, General Studies, DuSable High School, Chicago, IL USA 6/1989

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