Manager & Recruiting Specialist
Resume:
Imara Brown
*****.*****@*****.***
Summary
Skilled ambitious business professional with superb customer satisfaction.
Professional Experience
ACE – Parking Sky Harbor Airport
Customer Service & Training Manager
• Implemented a review and respond process for all customer inquiries from emails, Zendesk, & surveys
• Investigate negative customer feedback relating to employees, present finding to management team to
determine action.
• Perform monthly customer service meeting to discuss previous months performance and address top
questions/concerns from customers.
• Use customer feedback, site observations and transaction data, determine action items to improve the
customer experience.
• Prepare annual Customer Service plan for the City of Phoenix
• Implemented an orientation process by coordinating with recruitment and management team to conduct
bi-weekly or as needed for new hires.
• Conduct and track trainings pertaining to customer service topics and safety. Conduct annual customer
service training in conjunction with ACE corporate & City of Phoenix.
• Update operations manual to reflect current policies and SOPs.
Ajilon Healthcare
Talent Attraction Specialist 09/2021 - Current
●Seek qualified applications through different sourcing strategies such as Linked-In, Indeed and ATS.
●Determines applicant qualifications by interviewing applicants, analyzing responses, and verifying references.
●Evaluates applicants by discussing job requirements and applicant qualifications with managers to determine the best fit for them.
●Full follow up with candidates going through the onboarding process.
Aerotek - Professional Division
Recruiter 03/2020 - 08/2020
●Seek qualified applications through different sourcing strategies such as Indeed and Career Builder.
●Determines applicant qualifications by interviewing applicants, analyzing responses, and verifying references.
●Evaluates applicants by discussing job requirements and applicant qualifications with managers to determine the best fit for them.
●Full follow up with candidates going through the onboarding process.
Aerotek - Southwest Airlines
Phone Screener 06/2019 - 03/2020
●Send email blasts and call each candidate to let them know how to fill out the formal application that I have sent them, and what to expect for the interview process
●Follow up and schedule calls with each applicant to go through their application and read through the required questions and open-ended questions to determine eligibility for the desired position
●After completion of the interview I determine whether to move that individual forward in the hiring process
●Carefully audit all interviews performed for quality, formatting, and language/grammar purposes
Bishco LLC
Customer Service Representative 01/2018-02/2019
●Providing quality customer service by adhering to company standards while handling customer inquiries.
●Educating new and returning patients on all products while participating in ongoing education and professional development.
●Assist patients with choosing the right products according to their ailments and verifying patient’s allotment.
●Uncovered a six figure product shortage among the team.
●Weekly and daily inventory reconciliation.
Consumer Cellular
Team Support Specialist 01/2015-12/2017
●Communicate effectively to resolve technical issues both internal and external.
●Handle customer service requests while ensuring customer retention and satisfaction.
●Sell new or additional services, billing and account research, assisting with service or equipment issues, dispute resolution, port activations, and equipment or service changes.
●Maintain knowledge of commonly used concepts, practices, technology and procedures within the cellular industry.
●Follow company policies for products, services, billing, collections, warranty and sales procedures.
●Ensure customer information stays secure, and confidential.
Convergys
Team Leader 09/2012- 12/2014
●Develop and coach associates according to company procedures.
●Communicate effectively with both associates and upper management to meet deliverables.
●Manage timecards and attendance while following HR procedures.
●Review financial statements, sales activity reports, and other key performance indicators.
●Monitor and track project milestones and deliverables.
●Perform individual evaluations; ensuring associates are adhering to quality expectations.
Education History
Central High School
High School Diploma
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