Deborah Hawkins
Marietta,Georgia
Summary
Experienced recruiter and customer service management professional bringing 6 years in sales and support. Talented people motivator and problem solver.
Overview
16
16
years of professional experience
Work History
Senior Technical Support Rep
Comcast
Alpharetta, GA
04.2016 - Current
- Provide key support to field personnel to complete all current DOJ (Day of Job) activities for all lines of business.
- Provide operational guidance and customer resolution to technicians and customer account executives for installations and order discrepancies.
- Oversee assignments, re-scheduling and daily workload of team of technicians.
- Identify opportunities for improvement in processes and procedures, and recommend solutions.
- Review contract and validate services with customer to ensure accuracy.
- Ensure contracts meet all submission criteria and compliance requirements, and approve or reject as appropriate.
Customer Service Supervisor
Alorica
Kennesaw, GA
10.2014 - 04.2016
- Developed best practices that improved associate efficiency and performance metrics from 87% to 95.13%.
- Oversaw team performance quality of all Call Center associates with approximately 100+ calls per day.
- Managed agent performance/talent development utilizing coaching methods, statistical analysis, observation, bi-weekly/monthly touch-bases including self development plans and follow-up.
- Hired and trained customer service staff to deliver high class customer service.
- Provided supervision and technical assistance to customer service team to attain departmental and organizational goals.
Talent Acquisition Recruiter -Tempoary
Alorica Kennesaw
Kennesaw, GA
09.2015 - 01.2016
- Consults with corporate and site operations to ensure alignment between recruiting needs and recruiting strategy.
- Performs comprehensive targeted research strategy for qualified candidates via internal databases, job boards, schools, professional associations, business contacts with other companies and discussions with other research personnel.
- Interviews and screens candidates to ensure their qualifications meet open positions.
- Conducts skills testing and office interviews to measure capability and aptitude.
- Oversees all pre-employment requirements (e.g., background investigations including reference checks, drug testing, physical exams) to ensure compliance and proper applicant tracking flow and records maintenance
Operations Manager
Wal-Mart
Pelham, AL
05.2010 - 10.2014
- Supervised and ran general operations of store.
- Oversaw teams of up to 6 Department Managers and 17 Associates including full-cycle recruiting, selection, placement and management performance.
- Led, coached and managed performance accountability in payroll, supply budgeting, shrink results and visual merchandising standards.
- Monitored sales and marketing to ensure accurate completion.
- Conducted staff interviews and coaching.
- Addressed customer service issues.
- Contributed to goals and sales target of store.
Recruiter
Snelling Staffing, LLC
Homewood,, AL
02.2008 - 04.2010
- Full-cycle recruiting: sourcing/candidate generation, cold calling, marketing, research, interviewing, assessments, presentation, negotiation and closing.
- Employ creative sourcing to include: direct recruiting, self-driven research, prospecting and referral sourcing into target companies, job boards, associations, targeted email campaigns, and social networking both internally and externally.
- Perform Talent Acquisition Planning with Hiring Managers and provides consultation to make effective hiring decisions. Leads task force and talent networking events to effectively raise and evangelize talent.
- Stay abreast of industry best practices and business trends and constantly imbed creative practices into on-going recruitment.
- Use Applicant Tracking Systems
- Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials, and conducting initial interviews and pre-screening assessments.
Education
Bachelor of Arts - Communications Management
University of Alabama
Birmingham, AL2006
Skills
- Strong verbal communication
- Team leadership
- Project management
- Staff development
- Self-motivated
- Skilled in Taleo, Icims
- Job fairs planning
- Training and development
- Sales techniques
- Networking and applicant sourcing
- Applicant tracking systems
- MS Office proficiency
- Interviewing and onboarding
- Assessments and qualifications
- Pre-screening candidates
- Customer service
Timeline
Senior Technical Support Rep
Comcast
04.2016 - Current
Talent Acquisition Recruiter -Tempoary
Alorica Kennesaw
09.2015 - 01.2016
Customer Service Supervisor
Alorica
10.2014 - 04.2016
Operations Manager
Wal-Mart
05.2010 - 10.2014
Recruiter
Snelling Staffing, LLC
02.2008 - 04.2010
Bachelor of Arts - Communications Management
University of Alabama