JESUS J MELHEM

Year-Round Recruiter | July 2022 - Present

• Contributed to key projects including BizTax, TPA to TS, and Cohorts.
• Mentored new recruiters, contributing to their success.
• Achieved Top Performer status in 2022 & 2023.
• Trained recruiters as a Super User for TextRecruit.
• Managed high-volume recruiting, including screening and offers.
• Collaborated with SMEs to ensure seamless hiring.
• Developed and implemented recruiting strategies.

Seasonal Subject Matter Expert (SME) (TTL) | July 2024 - April 2025

• Served as the go-to Subject Matter Expert for 40+ recruiters, providing real-time support on processes and systems.
• Proactively communicated updates and led training sessions via Zoom.
• Managed candidate assignment, reports, and one-on-one support.
• Collaborated with Program Director, TAM's & Leads to enhance Slack Workflows.

Certified Trainer | Liberty Mutual Business | June 2021 - March 2022

• Managed all aspects of Liberty Insurance training.
• Selected as Trainer based on Billing Representative performance.
• Handled billing calls during non-training periods.
• Developed and led team exercises to enhance engagement.

TurboTax Live - CSR | High Volume Recruiter | July 2020 - June 2021

• Communicated job details to applicants.
• Managed employment termination paperwork.
• Managed full recruitment lifecycle.
• Gathered candidate information.
• Developed recruiting strategies.
• Conducted new employee orientations.
• Conducted background checks.

TurboTax Live | Tier 2 Resolution Specialist - Agent Assist | January 2020 - July 2020

• Obtained information for claims resolution.
• Built strong customer relationships.
• Escalated unresolved customer issues.
• Analyzed customer data for reports.
• Maintained communication consistency.
• Provided information and resolved complaints.
• Resolved customer issues with account adjustments.
• Provided agent support and coaching.

• Addressed customers courteously using suitable methods and problem-solving skills.
• Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
• Responded to telephone inquiries and complaints following standard operating procedures.
• Investigated and researched issues to determine root causes and appropriate resolution methods.
• Utilized automated systems to log and retrieve call information.