Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Melanie Cuervo

Melanie Cuervo

Summit,IL

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

3
3
years of professional experience

Work History

Recruiter

SURESTAFF
Summit, IL
11.2022 - Current
  • Identified best practices for recruiting process improvement.
  • Reviewed resumes, conducted phone screens, and managed candidate pipelines.
  • Provided feedback to unsuccessful applicants on the status of their applications.
  • Coordinated background checks on successful candidates prior to offer acceptance.
  • Explained job duties, compensation and benefits to potential candidates.
  • Reviewed employment applications, candidate backgrounds, skills, compensation needs and other qualifications.
  • Facilitated job application processes for qualified candidates.
  • Selected qualified job applicants or referred to managers to make hiring recommendations.

Customer Service Representative Team Lead

Scotiabank Customer Contact Center
Colombia
02.2021 - 06.2022
  • Maintained accurate records of employee attendance, vacation days and sick leave requests.
  • Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
  • Conducted regular one-on-one meetings with staff members to discuss individual performance goals.
  • Analyzed customer feedback surveys to identify areas for improvement within the team.
  • Analyzed daily reports from agents on call trends, individual performance metrics and overall customer satisfaction levels.
  • Identified opportunities for process improvements within the organization's existing systems or procedures.
  • Resolved customer complaints or answered customers' questions.

Education

High School Diploma -

Nuestra Señora Del Carmen
Bogotá, Colombia
12-2018

Some College (No Degree) - Language

Universidad EAN
Bogota, Colombia

Skills

  • Fluent in Spanish and intermediate level in English
  • Partnership Development
  • Talent management
  • Talent Acquisition
  • Recruitment
  • Excellent communication skills
  • Data Entry
  • Microsoft Office

Languages

Spanish
Native/ Bilingual
English
Professional
French
Elementary

Timeline

Recruiter

SURESTAFF
11.2022 - Current

Customer Service Representative Team Lead

Scotiabank Customer Contact Center
02.2021 - 06.2022

High School Diploma -

Nuestra Señora Del Carmen

Some College (No Degree) - Language

Universidad EAN

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Melanie Cuervo