Amaris Khan
Martinsburg
Summary
Dynamic Talent Acquisition Partner with over four years of experience in full-cycle recruitment. Skilled in candidate relationship management, mentoring junior recruiters, and driving diversity initiatives to align with organizational goals. Committed to enhancing recruitment efficiency and candidate experience.
Overview
21
21
years of professional experience
Work History
Talent Acquisition Partner
Trugreen LLC
Martinsburg, WV
07.2019 - Current
- Led full-cycle recruitment processes to attract top talent for diverse organizational needs.
- Developed and implemented innovative sourcing strategies to enhance candidate pipelines.
- Collaborated with hiring managers to understand staffing requirements and align recruitment efforts.
- Utilized Applicant Tracking Systems (ATS) for efficient candidate management and reporting.
- Conducted comprehensive interviews to assess candidate fit with company culture and values.
- Mentored junior recruiters on best practices in talent acquisition and interview techniques.
- Developed strong relationships with hiring managers, understanding their unique needs and providing tailored recruitment solutions.
- Led diversity and inclusion initiatives within the talent acquisition team, promoting an inclusive work environment for all employees.
- Reduced time-to-fill for critical roles with strategic sourcing techniques and efficient interview scheduling.
- Championed employee referral programs, incentivizing current staff members to recommend high-quality candidates for open positions.
- Analyzed recruitment metrics to identify trends and drive continuous improvement initiatives.
- Streamlined the talent acquisition process by implementing an applicant tracking system and improving candidate experience.
- Established a robust talent pipeline through networking events, career fairs, and proactive outreach efforts.
Customer Care Coordinator
Scotts Miracle-Gro/TruGreen LLC
Dulles, VA
02.2014 - 07.2019
- Coordinated customer inquiries and resolutions, enhancing overall service satisfaction.
- Developed training materials for new staff, promoting consistent knowledge across teams.
- Streamlined communication processes between departments, improving response times to customer issues.
- Analyzed customer feedback trends to identify opportunities for service enhancements.
- Implemented best practices for conflict resolution, reducing escalated complaints significantly.
- Mentored junior coordinators on effective customer engagement techniques and tools usage.
- Took ownership of customers issues to follow problems through to resolution.
- Assisted call-in customers with questions and orders.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Reduced customer complaints by proactively identifying potential issues and implementing solutions.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged call information and solutions provided into internal database.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Exceeded performance metrics through diligent attention to detail and commitment to customer care excellence.
- Performed duties and provided service in accordance with established operating procedures and company policies.
Customer Service Representative Manager
Paul & Partners Direct Marketing
Dulles, VA
07.2011 - 10.2012
- Led customer service team to achieve optimal resolution rates and enhance client satisfaction.
- Developed and implemented training programs for new representatives, improving onboarding efficiency.
- Analyzed customer feedback data to identify trends, driving process improvements in service delivery.
- Coordinated cross-departmental initiatives to streamline communication and enhance customer experience.
- Mentored staff in conflict resolution techniques, fostering a collaborative work environment.
- Established performance metrics to assess team productivity and customer service quality consistently.
- Implemented new CRM tools, enhancing tracking of customer interactions and support requests.
- Established strong relationships with clients, promoting trust and loyalty in our brand.
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Identified opportunities for process improvements, leading to increased efficiency in handling customer concerns.
- Managed escalated cases effectively to achieve timely resolutions while maintaining professionalism under pressure.
- Implemented feedback loops for continuous improvement of customer support processes and policies.
- Collaborated with cross-functional teams to ensure seamless service delivery across all departments.
- Implemented company policies and procedures for professional, cohesive customer care.
Front Office Operations Manager
Hampton Inn Suites
Leesburg, VA
11.2010 - 07.2011
- Oversaw daily front office operations, ensuring exceptional guest service and satisfaction.
- Implemented streamlined check-in and check-out processes, reducing wait times for guests.
- Managed staff scheduling and training programs to enhance team performance and service quality.
- Developed and maintained standard operating procedures to improve operational efficiency across departments.
- Collaborated with housekeeping and maintenance teams to address guest concerns promptly and effectively.
- Led initiatives to enhance guest experience, resulting in increased positive feedback and repeat business.
- Conducted regular audits of front office systems, ensuring accuracy in billing and financial reporting.
- Provided ongoing coaching and mentoring for team members, promoting professional growth opportunities within the organization.
- Analyzed operational data to identify trends, driving continuous improvement in service delivery standards.
- Established a proactive approach to handling guest feedback, resulting in improved online ratings on various travel websites.
- Maintained high standards of cleanliness and organization in the front office area, creating a welcoming environment for guests.
- Ensured seamless communication between departments for optimal guest experience and operational success.
- Managed room inventory effectively to maximize occupancy rates and revenue generation.
- Participated in budget planning, controlling expenses within allocated limits while maintaining quality service levels.
- Handled escalated customer complaints efficiently, demonstrating empathy towards their concerns while resolving issues quickly.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
Complex Sales Coordinator
PM Hospitality Strategies Inc.
Washington, DC
01.2007 - 09.2010
- Coordinated sales efforts across multiple departments to enhance communication and collaboration.
- Streamlined the proposal process, ensuring timely submissions and adherence to client specifications.
- Managed CRM system updates, maintaining accurate customer records and tracking interactions effectively.
- Developed training materials for new staff, improving onboarding efficiency and knowledge retention.
- Collaborated with marketing team to align sales strategies with promotional campaigns, boosting engagement.
- Oversaw scheduling of sales meetings and events, enhancing team organization and productivity.
- Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
- Increased sales revenue by establishing strong relationships with clients and identifying new business opportunities.
- Streamlined sales processes for improved efficiency and customer satisfaction.
- Supported sales team members in achieving individual goals and targets through coaching, mentoring, and guidance.
- Served as a liaison between internal departments such as production, logistics, finance, ensuring seamless end-to-end management of client accounts.
- Organized trade shows, conferences, and networking events to increase brand exposure and generate leads.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Negotiated prices, terms of sales and service agreements.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Kept detailed records of daily activities through online customer database.
- Attended monthly sales meetings and quarterly sales trainings.
- Built diverse and consistent sales portfolio.
Front Desk Guest Service Representative
PM Hospitality Strategies Inc.
Washington, DC
01.2006 - 01.2007
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Resolved guest inquiries and concerns, enhancing overall customer satisfaction and loyalty.
- Coordinated room assignments and maintained accurate reservation records using property management systems.
- Trained new staff on operational procedures, fostering a collaborative team environment.
- Led initiatives to enhance guest experience through personalized services and attention to detail.
- Oversaw daily front desk activities, maintaining high standards of professionalism and service quality.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Facilitated smooth communication between guests and hotel staff to ensure timely resolution of issues.
- Assisted in training new team members to uphold high standards of guest service at the front desk.
- Continuously sought opportunities for professional development through industry workshops, seminars or webinars.
- Collaborated with housekeeping staff to coordinate room availability and cleanliness for incoming guests.
- Managed phone lines effectively, directing calls appropriately while maintaining a courteous demeanor.
- Proactively addressed potential challenges or concerns before they escalated into larger issues affecting guest satisfaction.
- Exceeded expectations on secret shopper evaluations by consistently delivering top-notch service during mystery visits.
- Prepared reports on guest satisfaction levels and other metrics.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
Skills
- Recruitment process improvement
- Candidate relationship management
- Recruitment metrics analysis
- Boolean search techniques
- Job posting optimization
- Candidate assessment
- Behavioral interviewing
- Recruitment marketing
- Social media recruiting
- Video interviewing
- Workforce planning
- Technical recruiting
Timeline
Talent Acquisition Partner
Trugreen LLC
07.2019 - Current
Customer Care Coordinator
Scotts Miracle-Gro/TruGreen LLC
02.2014 - 07.2019
Customer Service Representative Manager
Paul & Partners Direct Marketing
07.2011 - 10.2012
Front Office Operations Manager
Hampton Inn Suites
11.2010 - 07.2011
Complex Sales Coordinator
PM Hospitality Strategies Inc.
01.2007 - 09.2010
Front Desk Guest Service Representative
PM Hospitality Strategies Inc.
01.2006 - 01.2007