Customer Service Contact Center
Resume:
BRIAN C. COOK
************@*****.***
Denton, TX 76210
-OBJECTIVE STATEMENT AND SUMMARY OF QUALIFICATIONS- To contribute to the success of a progressive organization. I bring 23 years of very established recruiting strategies, knowledge and strengths, risk management, and a desire to help a company grow. My recruiting philosophy is a proactive approach and building relationships. Ability to make decisions, driven by company and personal goals, flexible to business needs, and an effective sense of urgency. Sales recruiting, contact center recruiting, corporate recruiting, medical recruiting, customer service recruiting, very high volume recruiting.
-EXPERIENCE-
Farmers Insurance – Keller, TX 11/2020 – 12/2023
District Recruiter
§ Sourcing and recruiting potential insurance agency owners and producers for current owners (60 offices)
§ Full understanding of all ownership possibilities in order to explain to potential owners the capital requirements and entire process from background check to opening doors.
§ Utilizing various and creative sources to uncover passive candidates (Discovery Data, LinkedIn Recruiter, Indeed, Zip Recruiter, cold calls) Horace Mann – Chicago, IL – Acquired NTA 7/2019 – 9/2020 National Teachers Associates Life (NTA) – Addison, TX 8/2018 – 7/2019 Sourcing Specialist for Horace Mann
National Talent Recruiter for NTA
§ High volume recruiting and sourcing Insurance Sales Representatives on a National scale
§ Sole Recruiter working with 10-12 Hiring Managers at any given time with multiple requisitions
§ Conducted intake with each individual Hiring Manager to determine what qualities are most important to them for their successful Representatives
§ Scheduled 10-25 interviews per week for Insurance Sales roles TruGreen – Lewisville, TX 10/2013 – 8/2017
Talent Acquisition / Recruiter II
§ Initially hired contract (along with 3 others) to help with high volume recruiting of approximately 150 Sales Associate openings in 3 months for the TruGreen call center peak sales season.
§ During on-boarding for the final training class, I was offered a full time position and given the opportunity to also assist with filling the ongoing Corporate needs for Customer Service, Inside Sales, Commercial Sales, General Managers, Workforce Development, Call Center Supervisors, Branch Employment Coordinators, and Systems Analysts.
§ Conduct behavioral interviews with consistent, qualifying questions in order to reduce risk, minimize attrition, and to identify top tier talent.
§ Building and maintaining relationships with internal customers: Regional Managers, Hiring Managers, Directors, Supervisors, HR Business Partners, HR staff, Help Desk, Workforce, etc…
§ Demonstrated consistent documentation within PeopleAnswers and Workday to ensure accurate compliance standards are met reducing risk relating to audits, payroll processes, logins, security access, etc…
Transamerica Life & Protection (an Aegon company) – Plano, TX – 4/2011 – 8/2013 HR Recruiter II
• Support and recruit staff for the Plano contact center in a high volume, deadline driven environment.
• Recruited Texas Licensed Life and Health Agents, Customer Service Representatives, Supervisors and Managers for two departments within the Plano contact center.
• Volume recruiting of 5 to 20 new employees when staffing levels warrant.
• Shortly after I started my employment with Transamerica, I began recruiting for all departments within the the Bedford contact center as well as all other departments within the Plano, Exton, PA, St. Petersburg, FL, and Cedar Rapids, IA, and Corporate facilities.
• Partnered with Hiring Managers to determine requirements and set service levels.
• Responsible for creating offer letters and all new hire paperwork.
• Participate in new hire orientation when needed.
• Daily, weekly, and monthly reporting to Senior Management.
• Participate in my own employee development with classes including subjects on organization, time management, and industry related policies to name a few.
• Attend HR and recruiting conferences including the HR Southwest conference in Fort Worth and the LinkedIn Recruiting conference in Las Vegas, NV.
• Experienced with Taleo, eRecruit, Peoplesoft, Workday. Cn Staffing inc., (Healthcare Recruiting/Staffing)– Dallas, TX 4/00 – 4/2011
• As Client Relations Manager, I was responsible for recruiting on a high volume scale. Many other responsibilities including: on-site Client visits, conflict resolution, maintaining and strengthening current Client relationships, fostering new relationships, contract negotiations, identifying a complete understanding of my Client’s needs and either effectively communicating to my staff or filling the need(s) myself. I have met with all hiring management levels: office management, supervisors, executives, and physicians and I am comfortable and confident with my abilities to effectively listen, understand, process, and resolve/develop/communicate/and understand different scenarios.
• My HR and Recruiting Management responsibilities included benefits administration, conflict resolution, unemployment/TWC claims and appeal processes, and EEOC inquiries. I worked a “full desk/full cycle recruitment process” (i.e. advertising, sourcing, recruiting, application process, background/criminal checks, budget control, salary negotiations, coaching/counseling, complete hiring process, terminations, disciplinary action, exit interviews, and managing internal and field employees) during this time as well
• Responsible for background checks to include criminal records, OIG verification, EPLS verification, employment verifications, and professional reference checks, random drug and TB screens, HEP B exposure, positive drug screens..
• Process and manage all Texas Workforce Commission claims for unemployment. This included all initial responses up to and including unemployment telephone hearings and appeals.
• Kept informed of all federal and state compliance updates and educated internal staff on those requirements.
• Community involvement included being a member of several local college advisement councils helping to improve scholastic integrity as well as recruitment efforts for the best possible candidates. I have also fostered relationships with five Independent Physician Associations and spoke at managers meetings on a variety of topics. Other community involvement included speaking engagements with D/FW Certified Professional Coder chapters as well as presentations to D/FW networking meetings and Professional Academic Council member of several local educational healthcare institutions.
• Overall Operations Management of the largest medical (only) specialty staffing company in Dallas per the Dallas Business Journal.
• Managed and motivated a team of 4 Staffing Coordinators as well as field employees.
• Developed new recruiting strategies to ensure the best possible candidate for each specific position.
• Met with Candidates to gain an understanding of what the Candidate’s salary and job expectations were.
• Recruited, qualified, screened, interviewed and placed administrative and clinical healthcare candidates utilizing recruitment methods including internet sourcing, print advertising, social networking, networking meetings, job/career fairs. etc…
• Grew the employee hours from 900 to 3000 hours over a 1 year period with employee hours at one point reaching a company high (to this day) of 4700 with 3 staffers and 1 assistant.
-EDUCATION-
Texas State University (formerly Southwest Texas State University) - San Marcos, TX BS Health Care Administration, May 1997
-ATS, HRIS, CRM EXPERIENCE-
§ Workday, iCims, Taleo, eRecruit, PeopleAnswers, as well as proprietary software, Ultipro, Salesforce Apex
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