Resourceful with the ability to succeed in a fast-paced work environment while demonstrating unparalleled leadership and team player qualities. A problem solver that understands the importance of recognizing each person’s unique needs. Successfully develops and implements strategies utilizing strong troubleshooting skills to convey appropriate solutions. Dynamic Recruiter with demonstrated record of success recruiting candidates for industries such as Healthcare and Banking. Skilled at reviewing and pre-screening applicants, setting up employer interviews and preparing contracts. Expertise in Nice InContact.
Hi, I’m
Gina Lewis
Orlando,FL
Summary
Overview
10
years of professional experience
Work History
Castellum US
Technical Recruiter
06.2022 - Current
Job overview
- Developed and executed talent acquisition strategies focused on proactively sourcing diverse and qualified candidates through direct sourcing, employee referrals, recruitment agencies, and online platforms.
- Optimized sourcing pipelines by maintaining and leveraging multiple sponsored job boards, ensuring strategic control over recruitment marketing spend to maximize ROI.
- Analyzed recruitment metrics and performance data to generate actionable insights and deliver regular reports and recommendations to key stakeholders.
- Partnered with HR and hiring managers to conduct compensation discussions, ensuring internal and external equity while supporting organizational retention goals.
- Negotiated recruitment contracts and managed associated budgets to control costs and align with company hiring objectives.
- Collaborated with company leadership on change management initiatives and talent solutions to enhance competitiveness in the labor market.
- Successfully filled numerous hard-to-source roles by utilizing creative search methods and tapping into niche networks.
- Streamlined recruitment processes for improved efficiency, utilizing applicant tracking systems and recruiting software.
Product Connections
Retail Recruiting Supervisor
05.2022 - Current
Job overview
- Manage a team of recruiters, providing mentorship, guidance, and performance feedback to foster professional growth and skill development.
- Implemented talent assessment tools to streamline the candidate evaluation process, providing valuable insights into candidate fit and potential for success.
- Played a critical role in reducing turnover rates by partnering with retention-focused HR initiatives such as onboarding and employee engagement programs.
- Reduced time-to-fill ratios by fostering strong relationships with hiring managers to understand their unique needs and expectations.
- Ensured legal compliance in all recruitment efforts by staying up-to-date on relevant labor laws and regulations.
- Increased recruitment efficiency by streamlining candidate sourcing processes and implementing targeted recruitment strategies.
- Conducted regular market research on industry trends and competitor updates, informing strategic adjustments within the recruitment team when necessary.
- Continuously improved recruitment processes through regular feedback loops with hiring managers, candidates, and other stakeholders in the talent acquisition lifecycle.
- Tracked key performance metrics for ongoing evaluation of recruiting efforts, making data-driven recommendations for continuous improvement.
Integrity Staffing Solutions Inc.
Lead Recruiter
07.2021 - 05.2022
Job overview
- Oversaw full cycle recruiting for a major client in the healthcare industry filling over 100 positions within a 3 month period.
- Developed recruiting strategies to identify qualified candidates and build network.
- Conducted comprehensive candidate screenings to assess qualifications and ensure alignment with company values.
- Created detailed reports for executive leadership, showcasing key recruitment metrics and progress towards strategic objectives.
- Collaborated with HR teams on workforce planning strategies, aligning recruitment efforts with organizational goals.
- Trained junior recruiters in interviewing, recruiting and onboarding strategies.
Kforce Temp Assignment
Customer Service Specialist II
02.2021 - 07.2021
Job overview
- Assist patients with obtaining and scheduling appointments for COVID-19 vaccine.
- Answer questions and schedule appointments through email, chat and phone calls.
- Handles escalated situations emailed by other agents.
- Handles coaching of agents for quality assurance purposes.
- Resolved problems, improved operations and provided exceptional service
- Used Microsoft Word and other software tools to create documents and other communications
- Demonstrated respect, friendliness and willingness to help wherever needed
- Created plans and communicated deadlines to ensure projects were completed on time
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Resolved issues and inquiries from plan participants regarding tax-favored health and welfare benefits and deductions through telephone, email and in-person interactions.
PLEXOSGROUP LLC
Virtual Call Center Supervisor
07.2020 - 02.2021
Job overview
- Oversaw employee performance to foster accurate prioritization and achievement of service level and productivity goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Developed quality employees within call center to take over leadership positions.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Cognizant Technology Solutions, CTS
Workforce Real Time Analyst
11.2018 - 05.2020
Job overview
- Maintain attendance and timekeeping records, Live monitor agents for Quality assurance, coach to ensure kpi’s are being meet if not exceeding, deliver corrective actions, resolve customer escalated calls, answered questions, and assisted agents on my shift through a chat forum.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Updated personnel handbooks and individual records to keep filed accurate and detailed.
- Gathered information about each position and related occupation with employee interviews, field observations and industry research.
- Collected, organized and modeled data using Microsoft Excel, Tableau and Power BI.
- Coached business leaders on Adherence Objectives and Identifying outliers; crested a report to assist in observing these metrics.
- Helped leaders understand how to effectively manage Adherence and Occupancy.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
Cognizant Technology Solutions, CTS
Content Moderator
05.2018 - 11.2018
Job overview
- Responsible for ensuring that the contact center resources are effectively
- Managed content distribution to online channels and social media platforms.
- Utilized analytics and site metrics to determine areas of improvement.
- Directed content of website by gathering information and integrating data from other departments.
- Approved, reviewed and edited content flowing to website.
- Streamlined functions by developing and implementing processes and task management ticket systems.
TCM Bank N.A.
Team Lead
07.2016 - 04.2018
Job overview
- Promoted from Sr. Customer Service
- Assisted in day-to-day operations of the management team such as training and recruitment, supervising escalations, problem solving and reporting metrics.
- Assisted in projects and continuous improvement processes that improved efficiencies ultimately streamlining cost and growing revenue.
- Collectively lead a team of 21 associates along with 2 other supervisors.
- Handled workforce related tasks, provided coaching and conducted disciplinary actions sessions as needed.
- Facilitated team meetings and team building activities regularly.
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
- Managed schedules, accepted time off requests and found coverage for short shifts.
TCM Bank N.A.
Sr. Customer Service Associate
04.2016 - 07.2016
Job overview
- Assess customers’ various needs to provide expert service and advocate for the best solution to their problems.
- Minimize customer effort while showing a high level of passion and energy when problem solving will be essential.
- Showcase my already comprehensive skill set and became a trusted adviser to high-spend account customers when they encounter problems both big and small.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Promoted to Sr. Team Lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
HealthPlan Services
Customer Service Agent
01.2016 - 04.2016
Job overview
- Handling incoming requests from customers in a professional and timely manner, Anticipating the customers' needs and providing recommendations in order to deliver appropriate solutions to the customer, Following through to ensure all questions and issues are resolved, Assisting an average of 45-55 callers per day.
- Performed additional duties as needed
- Provided primary customer support to internal and external customers.
- Adapted to new applications and maintained knowledge of current technologies.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Sitel
Call Center Team Lead
03.2015 - 01.2016
Job overview
- Assisted in day-to-day operations of the management team such as training and recruitment, attendance management, facilitating team meetings, one-on-one coaching sessions, reviewed call evaluations and call calibrations.
- Led a team of 13 CSR.
- Oversaw team of 15 agents focused on Member service calls.
- Responded to team support questions quickly to maintain call center efficiency.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Developed quality employees within call center to take over leadership positions.
- Followed up with notable applicants sourced via industry-specific pipelines, events and job fairs.
- Developed recruiting strategies to identify qualified candidates and build network.
Education
Mercy CollegeDobbs Ferry, NY
Some College (No Degree) from Business Management
University Overview
Palm Beach CollegeLake Worth, FL
Some College (No Degree) from Business Management/Computer Science
University Overview
University of The Virgin IslandsCharlotte Amalie, VI
Some College (No Degree) from Computer Science And Programming
University Overview
Skills
- Project Staffing
- Full Cycle Recruiting
- Candidate Pipeline Management
- Team Leadership
- Conflict Resolution
- Extensive knowledge of FMLA
- Time management
- Database creation
- New hire training
- Administrative support
- HIPAA expert
- Candidate and client relations
- Applicant Tracking Systems
- New hire onboarding
- Excel spreadsheets
Timeline
Technical Recruiter
Castellum US
06.2022 - Current
Retail Recruiting Supervisor
Product Connections
05.2022 - Current
Lead Recruiter
Integrity Staffing Solutions Inc.
07.2021 - 05.2022
Customer Service Specialist II
Kforce Temp Assignment
02.2021 - 07.2021
Virtual Call Center Supervisor
PLEXOSGROUP LLC
07.2020 - 02.2021
Workforce Real Time Analyst
Cognizant Technology Solutions, CTS
11.2018 - 05.2020
Content Moderator
Cognizant Technology Solutions, CTS
05.2018 - 11.2018
Team Lead
TCM Bank N.A.
07.2016 - 04.2018
Sr. Customer Service Associate
TCM Bank N.A.
04.2016 - 07.2016
Customer Service Agent
HealthPlan Services
01.2016 - 04.2016
Call Center Team Lead
Sitel
03.2015 - 01.2016
Mercy College
Some College (No Degree) from Business Management
Palm Beach College
Some College (No Degree) from Business Management/Computer Science
University of The Virgin Islands
Some College (No Degree) from Computer Science And Programming
LinkedIN Profile
LinkedIN Profile
www.linkedin.com/in/lewisginam
References
References
Available Upon Request
Systems Knowledge
Systems Knowledge
Tableau
Bullhorn
CRM
HCM
NICE IEX
ATS HRM
Oracle Taleo
Bullhorn
Greenhouse
BambooHR
ADP
Career Builder
Workday
ICims
SAP Success Factors
Workable
LinkedIN Profile
LinkedIN Profile
www.linkedin.com/in/lewisginam
References
References
Available Upon Request
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