Felicia Roberson

Actively Looking for Employment

Akron, OH 44313

adr0ei@r.postjobfree.com

+1-330-***-****

Authorized to work in the US for any employer

Work Experience

Recruiter, Talent Acquisition

VXI Global Solutions - Canton, OH

Present

• Leverage online recruiting resources, social media outlets, and in-house Applicant Tracking System

(ATS) to identify qualified candidates.

• Prescreen all applicants by utilizing pre-ap proved questions and assessing candidates’ schedule availability.

• Provide complete, accurate, and inspiring information to candidates about the company and position.

• Schedule phone, video and in-person interviews for Recruiters and Hiring Managers. • Escort all prospective employees to (and from) the Recruiting Office.

• Ensure candidates complete applications, and administer computer-based skills testing prior to Talent Acquisitions interview. • Assist with Employment Offer Letter distribution. • Initiate Background Check process and schedule applicant drug testing and help to ensure that results are received prior to confirming employment start date. • Maintain accurate and organized documentation of all recruiting activities including the Employee Referral Bonus program.

• Provide recruiting administrative support as needed by ensuring candidate files and ATS are complete and current. • Stay informed of trends and innovative recruiting techniques. • Work with Talent Acquisitions, Client Services and Candidates to provide status updates. • Suggest creative means to attract top quality talent. • Schedule and attend job/career fairs and networking events to represent VXI and prospect for potential talent.

• Take a process improvement approach to document/work flow. • Proactively seek out and complete project work that is beneficial for the organization, as well as personal development. • Develop and maintain professional relationships with colleges and universities as a source to generate qualified applicants.

Staffing Specialist/Recruiter

Surge Staffing - Canton, OH

December 2019 to April 2020

A leader in staffing and workforce solutions

• Perform searches, refer to established candidate pool and other staffing boards to fulfill client orders

• Recruit, conduct interviews and follow-up with candidates and temporary associates

• Recruit, train and retain temporary associates, coach and counsel temp. associates

• Established contacts in the business community - actively participating in local networking events

• Implement and manage detailed marketing programs for sales calls, direct mail in-office demo. and public relations for assigned branch

• Present customers with additional Surge Staffing products and services Claims Adjuster

Progressive Insurance Company - Akron, OH

November 2018 to December 2019

Providing customer service in a fast-paced office environment, while relying on decision-making and multitasking skills to resolve a high volume of claims. Planning, prioritizing and organizing.

• Making coverage and liability decisions.

• Interview customers, claimants, and witnesses involved in the accident.

• Partner with appraisers/estimators to manage vehicle repairs.

• Negotiate with customers and other insurance carriers.

• Validate damage is consistent with the report of the accident.

• Identify and refer fraud related claims to Special Invest. Units. Technical Trainer / Implementation Specialist

First Communications - Akron, OH

October 2017 to November 2018

Akron, Ohio

Leading technology solutions provider offering data networking, voice, and managed services. Technical Trainer / Implementation Specialist (promotion, 10/2017- 11/2018) Handpicked by VP to conduct in-person training sessions to help new clients with the set up and configuration of their cloud IP PBX Phone equipment (Polycom and Yealink phones).

• Work with a project manager to schedule, coordinate and implement the migration of client data.

• Perform and troubleshoot technical task necessary for successful training and product implementation.

• Recognize and identify potential areas of improvement. Major Accounts Service Manager

First Communications - Akron, OH

February 2016 to November 2018

Akron, Ohio

Leading technology solutions provider offering data networking, voice, and managed services. Major Accounts Service Manager (2/2016 - 11/2018)

In between on-site Cloud IP PBX client training's, served as a liaison for large business customers, processing service changes on accounts, billing audits, proposals, and follow up on escalated issues.

• Advance troubleshooting addresses all product related inquiries.

• Provide technical, product and business knowledge, and support the sales process.

• Process customer contract renewals move and regroom orders.

• New hire training, develops processes and training programs. Corporate Technical Trainer

VXI - Canton, OH

August 2015 to February 2016

Canton, Ohio

Customer experience and contact center - outsourcing company that collaborates with the world's leading brands to enable them to engage with their customers and keep them at the front of their market. Corporate Technical Trainer - COMCAST (8/2015 - 2/2016) Certified Corporate Trainer for COMCAST project.

• Facilitate and deliver course instructions to call center employees (10 -15 new hires).

• Collaborating with the management team to discuss/review policies & procedures.

• Maintaining an average attrition rate of 90%, monitor, evaluate and provide feedback to trainees. Additionally, sustained schedules, timekeeping, and payroll.

• One-on-one coaching and development for each team member - Oversee the nesting period for new hires.

Employee Development / Team Lead

First Communications - Akron, OH

November 2013 to August 2015

Akron, Ohio

Leading technology solutions provider offering data networking, voice, and managed services. Employee Development / Team Lead (11/2013 - 8/2015)

• Created process and procedures for Customer Care Department.

• Quality Assurance - Coaching and feedback, weekly and monthly reporting.

• New hire training and special projects - develop and maintain training materials.

• Support and encourage all company policies, review, and analyze statistical reports to a manage team's productivity.

Associate Business Process Analyst

Dominion Energy

2012 to 2013

Customer Service Representative

Beaumont - Beaumont, TX

2005 to 2007

Assist team with escalated customer issues.

Education

Associate in Science (AS) in Business Management

Kaplan University-Davenport Campus

February 2005 to May 2009

Associates of Business Management in Business Management Kaplan University

2009

Skills

• KEY PROFICIENCIES

Managed services, voice/data networking, budget management, time-management, employee development, Cloud IP/VOIP, sales, major account management, corporate technical trainer, technical/implementation specialist and a customer experience advocate.

• Business Management

• Employee Supervision

• Employee Engagement

• Training & Development

• Training

• Recruiting

• Staffing

• Account Management

• Business Analysis

• Help Desk

• Microsoft Windows

• Technical Support

• Problem-solving

• Flexibility

• Reliability

• Team Work

• Management

• Leadership

• Active Directory

• Project management

Certifications and Licenses

First Aid Certification

Assessments

Customer service — Proficient

March 2021

Identifying and resolving common customer issues

Full results: Proficient

Call center customer service — Familiar

May 2020

Applying customer service skills in a call center setting. Full results: Familiar

Customer focus & orientation — Expert

March 2021

Responding to customer situations with sensitivity Full results: Expert

Work style: Reliability — Expert

April 2020

Tendency to be dependable and come to work

Full results: Expert

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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