Bilingual Managerial experience in a wide range of human resources areas: career services, recruitment, training, professional development and employee relations. Open to learning new ideas and processes to meet the desired goals of an organization. Enjoy collaborating with employees in all levels of an organization and external parties to meet objectives set forth within a public or
Bilingual Managerial experience in a wide range of human resources areas: career services, recruitment, training, professional development and employee relations. Open to learning new ideas and processes to meet the desired goals of an organization. Enjoy collaborating with employees in all levels of an organization and external parties to meet objectives set forth within a public or private setting.
Technical Recruiter/Sourcer (West Region) @ • Provide full cycle talent recruitment up to 50+ requisitions: finding, acquiring, assessing, and hiring candidates to fill roles to meet the evolving needs of the organization in order to deliver best talent. Main recruitment focus: HVAC, Refrigeration/Appliance Service Technicians and Administrative operational position: Supervisor, Safety Support Specialist, Asset Coordinators, etc.
• Drive candidate volume utilizing a variety of sources to identify qualified candidates, such as, internet based sourcing, social networking websites, community networking, web posting, and college/university career fairs.
• Awards/Commendations- 1st Recruiter/Sourcer to obtain below 20% reduction in past due requisitions. Awarded Team Spirit Award by embracing changes in CTA with enthusiasm by building team spirit. Received Written and Verbal Commendations from leaders of the business-common thread- results driven, focused, quickly filled requisitions with high quality of candidates.
Skills/Qualifications: A Passionate Spirit, Recruiting, Interviewing Skills, People Skills, Supports Diversity, Employment Law, Results Driven, Professionalism, Organization, Project Management, Applicant Tracking Systems Experience, Intermediate-Microsoft Office From November 2013 to Present (2 years 2 months) Coordination Supervisor, Prime Therapeutics Specialty Pharmacy @ Assisted Specialty Pharmacy Call Center start up focusing on employee relations, contract staffing in the areas of insurance verification, billing & reimbursement,patient care representatives and nurses, training and monitoring production in testing environment.
Point of contact for personnel agencies for all human resource issues with payroll (Kronos) and performance management,such as: Total Rewards, Attendance: FMLA, Compensation reviews, etc.
Assisted in creating Standard Operating Procedures (SOP) employee specific call center roles and policies, such as Patient Care Representative, Insurance Verifications Specialists,and On-Call procedures for after hour assistance.
Assisted in the interviewing of call center positions ensuring compliance with applicable regulations and practices.
Contributed to the successful official launch of the Prime Therapeutics Specialty Call Center on August 1, 2012 with a team of exceptional employees ready to service the needs of our customers. From January 2012 to March 2013 (1 year 3 months) Supervisor, Curascript Specialty Contact Center @ Direct report of 25 service representatives who consistently met/exceeded overall metrics: Quality, . Focus on employee relations, staffing, training and monitoring the production of employees. Established work procedures to meet productivity goals. Monitored calls to ensure quality standards met. Point of contact for all human resource issues with HR net, payroll and performance issues.
Call Center point of contact for seven week new hire training sessions. Assisted HR in interviewing new candidates in English or Spanish for the call center specialty department ensuring compliance with applicable regulations and practices.
Express-Scripts National 1st place winner of the Leonardo Da Vinci Award- Created the process by which HR streamlines a new hires profile which impacts an average of 2,215 new hires annually.
Created Call Center monthly incentive contests to improve direct metrics in Average Handle time (AHT), Quality observations, Adherence, and Attendance. Example: March Madness Average Handle Time Contest reduction in AHT of 7.26%. From January 2011 to December 2011 (1 year) Manager @ Served as Administrative manager to the Director in all matters pertaining to: personnel; policy issues; handling external correspondence and reports; lead representative on councils and committees in matters pertaining to diversity/multi-cultural affairs for internal departments, elected officials statewide and the general public events; assisted in strategies relating to recruitment and retention programs.
Project Manager for a two million dollar five year training program to increase minority employment in the construction industry. Worked directly with local college to implement a minority construction training program in East St Louis.
Executed recruitment strategies, coordinated and attended 50-75 recruitment events for colleges and universities, outreach programs and job fair.
Personnel Manager- Lead interviewer for the Illinois Department of Transportation, ensuring compliance with applicable regulations and practices. From February 2004 to October 2009 (5 years 9 months) Regional Call Center Facilitator/Bilingual Manager @ Three years of regional 5 state, 21 call centers, 5000+ employees: Facilitator at the strategic level to upper management, mid level and call center staff: coaching, sales performance, instructional designer creating e-learning material, Web ex, train-the-trainer, orientation for new hires pre/post overviews, reporting to all levels of management, bilingual (Spanish) training.
Four years as a call center bilingual manager, experience in the interviewing, hiring, training, supervising, assessing and developing employees for success, handling union employee related issues, maintaining a professional work environment, comprehensive knowledge of call center operations and call routing systems.
Proficient in Microsoft programs, Information Mapping, From September 1993 to November 2000 (7 years 3 months)
Master's, Educational Leadership @ Lehigh University From 2001 to 2002 Bachelor's, Organizational Management @ North Park University From 1995 to 1997 Certified Sourcing & Recruitment Professional Certification, Human Resources-Talent Acquisition: Sourcing & Recruitment @ The Sourcing Institute Issa CSRP is skilled in: Customer Service, Coaching, Compliance, Problem Solving, Performance Management, Employee Relations, Staff Development, Organizational Development, Change Management, PeopleSoft, Interviews, Training, Recruiting, Human Resources, PowerPoint
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