Natasha Murray

• Reached out to qualified referral candidates to obtain applications.
• Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
• Followed up with notable applicants sourced via industry-specific pipelines, events and job fairs.
• Operated and maintained applicant tracking and candidate management systems.
• Evaluated strengths and weaknesses of candidates through effective screening processes.
• Scheduled and conducted 40 interviews per week.

• Managed applicant tracking system (ATS) database by entering, updating and maintaining candidate contact details, resumes and supporting documentation.
• Managed employee rewards programs.
• Developed guidelines, questionnaires and processes for assessing, interviewing and onboarding phases.
• Developed and facilitated new-hire orientations.
• Collaborated with manager to determine department's short and long-term hiring needs.
• Advocated for staff members, helping to identify and resolve conflicts.
• Planned, monitored and appraised employee work results by training managers to coach and discipline.
• Interviewed, hired and mentored over 80 new personnel and oversaw all staffing operations

Monitored CSR phone conversation to ensure that they are providing a first call resolution to the customers.

Reporting back to managers on a daily basis my findings that I observed during each and every call.

Providing detail feedback on any findings that I may have heard during calls.

• Reviewed internal systems and organized training plans to address areas in need of improvement

• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Evaluated account and service histories to identify trends, using data to mitigate future issues.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Recommended products to customers, thoroughly explaining details.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Handled over 200 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services