CERLIRIA LIGON
Laurens
Summary
Dynamic HR Manager & Recruiter with expertise in talent acquisition, employee relations, and training. Proven ability to enhance workplace culture and streamline recruitment processes, driving higher retention rates and improved team performance. Adaptable and reliable, ensuring alignment with evolving business needs. Compassionate human resources professional with drive for helping employers recruit, develop and retain qualified candidates. Motivating and positive with excellent interpersonal, coaching and communication skills.
Overview
18
18
years of professional experience
Work History
Human Resources Manager/Recruiter
Precept Staffing
Laurens, SC
06.2015 - 04.2026
- Managed employee relations issues, fostering a positive workplace environment through conflict resolution initiatives.
- Analyzed workforce data to inform strategic decision-making regarding staffing and talent management.
- Managed employee relations issues professionally, resolving conflicts efficiently while maintaining confidentiality at all times.
- Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
- Organized and led staff orientation programs and training to promote collaboration.
- Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
- Developed comprehensive onboarding programs to facilitate smooth integration of new employees into the organization.
- Optimized payroll processing procedures for accuracy and timeliness using advanced software solutions.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
- Monitored and handled employee claims involving performance-based and harassment incidents.
- Enhanced employee retention by implementing effective talent management strategies and fostering a positive work environment.
- Used technologically relevant digital systems to manage payroll and benefits programs.
- Spearheaded successful recruitment campaigns, attracting top-tier talent to fill key company positions.
- Streamlined HR reporting processes, enabling more efficient analysis and decision-making with improved data management practices.
- Developed and implemented effective sourcing strategies to attract top talent across various levels.
- Conducted in-depth candidate interviews, assessing skills and cultural fit for diverse roles.
- Collaborated with hiring managers to refine job descriptions and align recruitment efforts with organizational goals.
- Analyzed recruitment metrics to identify trends, driving improvements in sourcing effectiveness and time-to-fill rates.
- Facilitated onboarding sessions for new hires, ensuring smooth transitions into company culture and processes.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Coordinated schedules to arrange management interviews with applicants.
- Managed high-volume requisitions in a timely manner to meet client staffing needs efficiently.
- Enhanced recruitment process for faster hiring by utilizing various sourcing tools such as job boards, social media, and networking events.
- Provided exceptional customer service to both candidates and clients, fostering long-term partnerships.
- Studied job descriptions and qualifications to determine applicant requirements.
- Developed strong understanding of industries served, allowing for targeted recruiting efforts for specialized positions.
- Operated and maintained applicant tracking and candidate management systems.
- Increased candidate placements by developing and maintaining relationships with clients and candidates.
- Streamlined communication between candidates and hiring managers, leading to higher satisfaction on both sides.
- Organized job fair events that attracted diverse talent pools, increasing the company''s reach within local communities.
- Monitored recruitment metrics to identify areas for improvement and implemented changes accordingly.
- Improved employee retention rates through thorough candidate screening and interview techniques.
- Fostered positive candidate experience, leading to increased referral rates.
- Advocated for staff members, helping to identify and resolve conflicts.
Customer Service Representative
AMERICAN METRIC
Gray Court, SC
03.2013 - 07.2015
- Trained new team members on customer service protocols and system navigation.
- Processed orders and returns accurately, ensuring timely completion of requests.
- Managed escalated issues, providing solutions to enhance customer satisfaction levels.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Developed training materials to enhance team performance and operational efficiency.
- Analyzed feedback data to identify trends and implement service improvements effectively.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Created engaging job postings that accurately reflected position requirements while showcasing company culture.
- Partnered with HR teams to determine workforce planning needs, aligning recruitment efforts with business objectives.
- Maintained compliance with federal and state employment laws during entire recruitment process.
- Enhanced hiring quality by developing and implementing comprehensive recruitment strategies.
Call Center Representative
Sykes Enterprises
Greenwood, SC
02.2008 - 03.2013
- Handled customer inquiries and resolved issues efficiently through multi-channel communication.
- Assisted in training new representatives on call handling procedures and company policies.
- Developed knowledge base materials to improve response times and enhance service quality.
- Identified process improvements that enhanced workflow efficiency and reduced average handling time.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Education
No Degree - Business Management
Piedmont Technical College
Greenwood, SC08-2006
Skills
- HR policies and procedures
- Employee relations
- Microsoft office proficiency
- Training and mentoring
- Recruitment and hiring
- Talent acquisition
- Payroll administration
- Onboarding and orientation
- Employee onboarding
- Recruitment and selection
- Recruitment
- Background checks
- Leadership development
- Personnel recruitment
- Workforce improvements
- Problem-solving
- Onboarding, training, and development
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft Excel
- Call management
- Documentation
- Staff training
- Clerical support
- Spreadsheets
- Research
Timeline
Human Resources Manager/Recruiter
Precept Staffing
06.2015 - 04.2026
Customer Service Representative
AMERICAN METRIC
03.2013 - 07.2015
Call Center Representative
Sykes Enterprises
02.2008 - 03.2013
No Degree - Business Management
Piedmont Technical College