Customer Service Talent Acquisition

MICHELE MCCULLOUGH

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CUSTOMER SERVICE TALENT ACQUISITION EXECUTIVE ADMINISTRATION Highly effective corporate recruiter with five years’ experience in full lifecycle recruiting. Goal driven individual who has achieved success in a variety of roles, with increasing levels of responsibility. Proficient in building rapport and trust. Continuously seeking innovative methods to locate talent. Strong analytical management and organizational skills. Proven success working on-site/call center-type environment and via remote (work from home). Computer and technical skills include Workday,Sieble, MS Office, iCIMS, indeed, Zip Recruiter, People Fluent, Social Media Job Boards, Simply Hired, People Soft, Team Building, CRM/VMS, AFIS, E-Verify, and HR/Onboarding. Detail-oriented professional, skilled in the review, research, and writing of complex information, and underwriting assistance

Articulate, diplomatic communicator, with persuasive and problem-solving abilities as a customer service professional

Proven ability to work in a complex, time sensitive and performance driven environment

● Quality Review ● Microsoft Word, Outlook,

Excel

● General Writing

● Customer Care ● HR Assist ● Office Administration

● Analytical/Problem Solving ● Corporate Communications ● Research Analyst PROFESSIONAL EXPERIENCE

People Scout

Nordstrom /Sysco Trucking

Talent Acquisitions Partner / Senior Recruiter

● Manage full life cycle recruiting process from specification through the employment offer.

● Provided administrative support for the HR/Recruiting/completed recruiting activities such as scheduling interviews, drafting offer letters and new hire processing/managed hiring responsibilities with confidentiality, accuracy and efficiency.

● Answered general employee inquiries regarding benefits, policies and procedures. Assisted in processing new hire onboarding paperwork.

● Utilized company provided sourcing tools Indeed and ZipRecruiter to recruit qualified top talent candidates. Used various sourcing methods via craigslist, simply hired, mighty recruiter, and social media job board & groups. /Build and deliver customized sourcing and recruiting plans to address unique business needs of Nordstrom

● Facilitated pre-employment screening and orientation for hiring managers and employees. /Reviewed all new hire paperwork; verified eligibility to work in the U.S. using E-Verify; ensured that I-9 forms are completed and maintained appropriately. CROSSMARK, Plano, TX 2020-2021

EXECUTIVE ADMINISTRATIVE ASSISTANT

● Providing administrative assistance, such as writing and editing e-mails, drafting memos, and preparing communications on the executive’s behalf

● Maintaining comprehensive and accurate records

● Performing minor accounting duties

● Organizing meetings, including scheduling, sending reminders, and organizing catering when necessary

● Answering phone calls in a polite and professional manner

● Welcoming visitors and identifying the purpose of their visit before directing them to the appropriate department

● Managing the executive’s calendar, including making appointments and prioritizing the most sensitive matters CROSSMARK, Plano, TX 2018-2020

RETAIL & ENGAGEMENT TALENT ACQUISITION SPECIALIST SENIOR RECRUITER II

● Manage full life cycle recruiting process from specification through the employment offer.

● Lead a team of up to 4 direct reports composed of recruiters & coordinator(s).

● Consult with hiring managers on the recruiting process, strategy, and expectations.

● Prepare candidates for interviewing with specific hiring managers by providing detailed information on the company, business strategy, job descriptions and expectations.

● Organize post-interview debrief/feedback with interview teams and candidates.

● Maintain records on department specific recruiting activities via detailed metrics and reporting.

● Develop an effective pipeline of key talent potentially available for immediate hire as succession planning needs dictate.

● Stay informed of trends and innovative recruiting techniques to attract and compete for top talent in the market.

● Organized and efficient with daily practices including ATS, reporting, iCIMS, Excel, active and closed requisitions, new requisition guidelines, interview procedures and training, workflow processes and other team responsibilities, as necessary. GLOBE LIFE (TORCHMARK) INSURANCE COMPANY, Frisco, TX 2015-2017 POLICY ADVOCATE & CUSTOMER SERVICE

● Reviewing and processing loans

● Provide accurate resolutions to customer inquiries in a professional and courteous manner

● Work to research and resolve problems in a timely manner while maintaining productivity standards and performance

● Responsible for selling new policies and processing claims WINGSPAN PORTFOLIO ADVISORS LLC, Frisco, TX ● 2012-2014 PROCESS SUPPORT SPECIALIST DEFAULT WORKFLOW

● Reviewed and analyzed Bank of America customer mortgage loan documents, and implemented corrections as necessary

● Processed mortgage loan types for underwriting

● Applied advanced and highly specialized servicing techniques to turn non-performing loans into performing assets

● Utilized the Customer Relationship Manager (CRM) Tool, a default workflow application, to assign loan documents CUSTOMER ADVOCATE DEFAULT SERVICING COMPLAINT RESOLUTION (DSCR)

● Researched and responded to daily customer inquiries associated with loss mitigation and remediation efforts

● Served as liaison for customers and approved third parties, including investors, attorneys, trustees, and courts

● Effectively implemented organizational methods to manage up to 16 assigned service requests at any given time

● Handled customer requests regarding modifications by liaising with all parties, including Subject Matter Experts

● Documented all efforts, and assisted in the prevention of repeat complaints, and reduction of complaint volume

● Compiled and presented descriptive results in a detailed report to each customer, in written and table format

● Worked closely with Customer Relationship Managers to resolve issues impeding complaint resolution RIGHTWAY AUTOMOTIVE CREDIT, Livonia, MI ● 2011-2012 ACCOUNT MANAGER AND CREDIT COUNSELOR

● Performed cold calls to interview and screen potential customers

● Researched and contacted customers who submitted inquires through company’s online database

● Provided credit counseling services to high risk customers MILAYKEN MEDIA, McKinney, TX● 2006-2012

SPEAKING AND MEDIA SERVICES CONSULTANT

● Provided motivational speaking services for several clients regarding healthcare issues

● Served as backup for sales, office assistant, and operator of a multi-line switchboard

● Performed special projects assistance in audio engineering, and visual production for broadcast media outlets MOTOR CITY CASINO, Detroit, MI ● 2007-2009

CUSTOMER ENTERTAINMENT SERVICE

● Responded to general inquires made by internal and external hotel and casino guests

● Provided information about dining, valet, current promotions, VIP and directions regarding the property CBS RADIO, Southfield, MI ● 2005-2006

ADMINISTRATIVE OFFICE CLERK ON-AIR TALENT

● Answered and effectively operated a multi-line switchboard and directed incoming telephone calls to appropriate staff

● Responded to all inquiries about radio station promotions

● Verified winning listeners, entered information into station database, and distributed prize giveaways upon their arrival IKON OFFICE SOLUTIONS, Novi, MI ● 1999-2005

PRINT PRODUCTION SPECIALIST

● Worked with highly complex printing machines to prepare, inspect, compile and assemble various sized projects

● Performed significant maintenance routines to achieve optimal performance and minimize interruptions in service jobs

● Effectively organized large print jobs to ensure timely delivery of service requests FED-EX KINKO’s, Gross Pointe, MI ● 2001-2003

SALES ACCOUNT MANAGER

● Increased print production that resulted in division revenues increasing by 30% in 2 months

● Broadened sales to include mass market accounts

● Assisted in expanding department’s sales force of 50 to 100 representatives EDUCATION

UNDERGRADUATE CERTIFICATE

BROADCAST MEDIA ARTS, 2004

SPECS HOWARD SCHOOL OF MEDIA ARTS

COURSES COMPLETED TOWARDS

BUSINESS ADMINISTRATION

WAYNE STATE UNIVERSITY

SANFORD BROWN COLLEGE

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