Customer Service Social Media
Resume:
Nancy McClelland
Humble, TX
ad8vfq@r.postjobfree.com
OBJECTIVE: A professional who strives to utilize and expound upon the skills obtained thus far within an organization with a solid reputation. Current experience hosts over 20 years of experience in serving and impacting community and private sector in managing projects related to career placement and development, sales and budget forecasting, and operational management in the retail and staffing industry. Successfully managed cross functional projects ensuring scope, time and financial goals defined and achieved.
EDUCATION:
Vanguard Institute of Technology Edinburg, Texas
Edinburg High School - Diploma, 1991
American Intercontinental University
CERTIFICATION:
2001 Certified Front-End Sales Operations Manager. Home Depot, Inc. Houston, Texas.
SKILLS:
• 10+ Years of Human Resource Management/Recruiter/RPO Experience, Manufacturing, Maintenance, Oil & Gas, IT (Latin America)
• Process Development and Training
• Manage Multiple Community Non-Profit Relationships (Nationally & Regionally)
• Strong Moral Code and Value System
• Microsoft and Google Suite, CRM Database Systems
• Solid Written and Verbal Communication Skills- Bilingual in English and Spanish
• Self-Starter with The Ability to Thrive Independently and In Group Setting
• Record & Database Management
• Detail Oriented with Strong Sense of Time Management
• Event Planning- Able to Plan Large Networking and Recruiting Events
• Solid Rapport with Several Large Fortune Recognized Organizations
• Taleo
• ICIMS
• Workday
• Avionte
• ADP
• Great Customer Service
• Focused
• Recruitment Process Outsourcing
• Talent Acquisition Experience
• High Volume RPO’s Experience
PROFESSIONAL EXPERIENCE:
Aug 2023 – Currently Here ResultsCX Sebring, Fl
Customer Service Representative
Helping resolve customer issues. Perform job duties with a positive attitude, patience, and the ability to solve problems. Providing the upmost excellent customer service over the phone, via email and /or online chat. Multitasking on multiple computer screens and windows to attend to the customers’ concern. Resolve issues while providing and an exuberance customer service experience.
June 2021- Dec 2022
Senior Recruiter Connect Search LLC Chicago, IL
Partnered and collaborated with management to identify current and future hiring needs, design job descriptions, source candidates through databases and social media, conduct interview’s, facilitate offers and employment negotiations, all while ensuring candidates have an outstanding experience. Established close, trusted relationships with hiring managers and provided strategic market guidance to brin the top tiered talent to the table for consideration. Worked closely with other members of HR to ensure onboarding deadlines are met and candidates are well informed.
Jan 2021 – May 2022 Cielo Brookfield, WI
Talent Acquisition
Responsibilities, Finding Candidates: complete a detailed job scope conversation with the hiring leader to determine position specifications. Timely review of applicants who have applied via the applicant tracking system. Build and deploy effective recruitment marketing campaigns specific to job openings. Source candidates via resume databases and networking sites using sophisticated Boolean search language. Source candidates via social media channels and deep web sourcing techniques. Generate targeted lists of passive candidates using member subscriptions and technologies. Solicit and pursue referrals from business networks and/or internal referrals. Utilize proprietary software for mobile and email campaigning to talent communities.
Engaging Candidates:
Use a sophisticated mix of media to connect with talent community (phone, email, campaigning, network introductions and social media. Provide value propositions uniquely tailored to each candidate’s situation and interest level in the job. Prepare candidates for interviews, providing logistical information, interview schedule, appropriate attire, and expectations for follow up from the recruiter, additional counsel as needed. Ensure all candidates are provided with timely updates concerning the status of their applications and interviews. Throughout the process, keeps a strong pulse on the interest levels and/or concerns of top candidates.
Assessing Candidates:
Conduct professional and thoughtful phone interviews that are infused with industry/role specific probing questions as the conversation/interview dictates. Navigate difficult conversations in order to gather appropriate information. Compare candidate phone interview notes and skills assessments with requisition specifications to determine if the candidate is a match for the role. Apply consideration for factors relative to candidate fit to team and cultural fit. Issue skills testing as needed and evaluate results (if process dictates). Review background and reference information (if process dictates).
Influencing the Hire:
Keep candidates engaged throughout process. Continuously build talent pipeline to ensure there are always multiple candidates in play. Keep hiring manager up to date on any market changes that would impact the hiring process or talent community.
Articulate a job offer and drives for candidate acceptance. Partner with the hiring manager to ensure the offer is accepted by the candidate. Proactively and regularly communicates the status of each search to the hiring manager.
March 2020 – November 2021 TMD Staffing Services Spring, TX.
Senior Recruiter
Maintain and grow employee headcount. Pre-screen, interview, and qualify prospective employees, Manage, and maintain correct and current records for office reports. Assign and monitor employees’ assignments, stay up to date on job postings and communicate with applicants. Communicate with existing and prospective clients to maintain a positive relationship, follow strict guidelines on processing paperwork. Monitor and process payroll, performed client visits as needed, knowledge of Ziphwhip, PeopleNet, Background checks, E-verify, social media.
July 2016 – February 2019 All Tex Staffing & Personnel Houston-TX
Senior Recruiter
Oversaw marketing efforts and communicated requirements on internet job-boards and using email broadcasting tools. Managing sub-vendors and nonprofit referral source relationships. Interviewing Candidates for internal as well as End-Client’s requirements. Handle the full life cycle of Recruitment. Work against severe deadlines for several clients simultaneously. Primarily focusing on Industrial industry domain. Effectively recruited Industrial skilled candidates in a time-sensitive environment. Perform these duties by searching internal database, cold calling, referrals, networking, job fairs, and other strategies. Qualify candidates for appropriate positions through a process of sourcing, screening, and interviewing. Performed reference checks, scheduled drug screens, background checks, extended offers, and closed candidates. Developed requirements and job descriptions. Create and develop Internet job postings. Develop databases for client and candidates contact information. Candidate Tracking Systems, Applicant Tracking systems. Lead and manage a team of junior recruiters.
2015 – 2015 Reliable Staffing Houston, TX
Branch Manager/Recruiter
Responsible for developing and managing client relationship, building Reliable Staffing business, hire, train, and coaching branch personnel and act as key contact between the client, the branch field staff and Reliable Staffing Corporate Office. Develop and builds client relationships at all supervisory and management levels. Fill client orders with qualified field staff promptly and according to our commitment. Ensure that weekly quality and productivity checks (audits) are performed Assist in growth and development by expanding client usage through quality staffing and customer service client site facilities, productivity tracking processes and client established metrics. Hire train, coach, and mentor branch personnel and or field staff. Operate in compliance and efficiently with Reliable Staffing proprietary software program. Select, train, and provide an environment for individual development of each staff member. Act as CSR when required, recruit, select, interview field staff employees. Resolved issues for clients, branch personnel and field staff. Communicated and coordinated the various aspects of branch operations required to ensure compliance (Worker’s Compensation, Unemployment, Human Resources, Legal, WOTC, etc.)
July 2014 –September 2015 Kelly Services Houston, TX
Senior Recruiter Specialist
Responsible for providing best-in-class service to Kelly’s customers and temporary employees. Customer-related service including taking and filling orders, managing the order life cycle, resolving problems, and developing business through customer service calls and proactively marketing candidates. Temporary employee-related service includes recruiting, screening, hiring, training, conducting orientations, resolving problems, and managing employee relations issues. Focus on profitable pricing, expense, and cost-of-service management (e.g., unemployment and workers’ compensation) to achieve targeted contribution. Always strive to meet and exceed service delivery goals and customer expectations. Operating within company policy, exercised discretion and independent judgment in making decisions. Duties also include building relationships, communicating effectively, and accomplish many detail-oriented tasks simultaneously. In addition, demonstrate a strong customer focus, team orientation, and technical proficiency (i.e., computer skills).
Sept 2006 – Nov 2014 Link Staffing Services, (Franchise Owned) Katy, TX
Branch Manager/Recruiter/Trainer - Katy/Brenham, TX.
Worked to dominate the high-end industrial business in designated market, developed and build client relationships. Filled client orders for field staff promptly and according to our commitment. Ensured that arrival calls, first day and weekly quality checks are performed. Visited all active and inactive clients according to established policy. Assisted in sales development with the market by expanding client usage through internal sales. Implement established Risk Management Systems. Learn, perform, and manage all aspects of the operations of the company related to the use of the telephone, recruiting, selection, interviewing, and placement of field staff. Hired, trained, coached, and mentored all branch personnel. Managed office profitability. Assisted the Credit Department in the collection of receivables. Selected, trained, and provided an environment for individual development of each staff member. Assigned all branch responsibilities to branch personnel in writing. Provided written work schedules four (4) weeks in advance of the current week for office personnel. Established monthly and annual goals and developed strategies to achieve those goals. Acted as an additional salesperson/CSR when required, recruited, selected, interviewed field staff employees. Resolved issues for clients, branch personnel and field staff. Completed administrative task assignments daily, update and maintain client and field staff files daily. Participate in weekly branch meetings to create new ways to build branch business. Perform quarterly audits for five branch offices in the Katy/Bryan/Temple/Waco and Brenham areas.
July 1998 – Sept 2006 The Home Depot, Inc., Retail Operations Houston, TX
Operations Manager / Front End Sales
Developed and implemented goals, objectives, and operational metrics for staff of thirty-five (35) retail sales associates responsible for customer service and cashier operations. Developed and implemented customer service and register training classes for store retail sales associates. Responsible for achieving annual improvements to product loss metrics by implementing register processes, loss prevention training and quarterly departmental loss prevention reviews. Managed cashier monetary operations achieving 99.9% accuracy in register receipt reconciliation.
Office Manager / Training Coordinator
Managed the Human Resource processes for associate hiring, training, benefits, performance reviews and employee communications. Lead project manager implementing corporate mandated projects. Achieved 100% of schedule, scope and budget metrics for Employee Review Project, Corporate Benefit Program and Employee Relationship Management Project. Analyzed data and authored annual store Profit and Loss Reports. Lead Training Coordinator responsible for identifying, scheduling, and tracking employee skill training courses.
Inventory Manager / Special Services Associate
Responsible for managing the daily operational activities of the inventory process ensuring product price change / signage and inventory accounting accuracy. Coordinated team to resolve discrepancies identified in the Inventory Review Report. Managed the special service ordering process from product identification to order quality assurance.
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