SHANNAIA L. HALL
Greater Portmore,St. Catherine
Summary
Results-driven HR and recruitment professional with over five years of experience in talent acquisition and customer service. Adept at managing full-cycle recruitment, sourcing top talent, and enhancing workforce efficiency. Strong background in customer relations, retention strategies, and technical support. Highly organized, detail-oriented, and committed to contributing to an organization's success through strategic hiring and exceptional service delivery. Proven ability to improve hiring processes, reduce turnover, and enhance workforce engagement. Passionate about creating inclusive and high-performing teams that align with business goals.
Overview
12
12
years of professional experience
Work History
Associate Recruiter
Advantage Communication Jamaica
09.2021 - Current
- Manage end-to-end recruitment processes, including sourcing, screening, and shortlisting candidates
- Coordinate interviews and assessments, ensuring an efficient and structured hiring process
- Collaborate with hiring managers to identify talent needs and align recruitment strategies with business goals
- Conduct follow-ups with new hires, enhancing retention and engagement
- Maintain applicant tracking databases and recruitment reports
- Implement best practices in recruitment, reducing time-to-hire and increasing hiring efficiency
- Successfully recruited and placed top talent, improving team productivity
- Streamlined the interview and assessment process, reducing hiring time by 30%
- Developed and implemented recruitment strategies that improved retention rates by 20%
- Strengthened employer branding, leading to a higher volume of qualified applicants
Chat Agent/Technical Support
Flow Digital
02.2020 - 09.2021
- Company Overview: WhatsApp/Social Media
- Provided real-time customer support via WhatsApp and social media channels
- Resolved technical issues, ensuring seamless digital service experiences
- Increased customer satisfaction by delivering prompt and effective solutions
- Identified recurring issues and provided feedback to improve service operations
- WhatsApp/Social Media
Customer Service Representative/ Chat Agent / Retention / Technical Support
Freedom Mobile
02.2019 - 02.2020
- Managed customer accounts, handling inquiries, troubleshooting, and retention strategies
- Assisted customers with technical support, increasing resolution rates
- Implemented proactive retention strategies, reducing customer churn
- Collaborated with teams to develop customer-focused solutions that enhanced brand loyalty
Customer Service Representative
Flow Mobile
01.2017 - 02.2019
- Provided exceptional customer service, addressing inquiries and resolving concerns efficiently
- Educated customers on services and promotions, increasing engagement and loyalty
- Consistently exceeded performance metrics, including customer satisfaction and response time
Customer Service Representative
Restaurant of Jamaica
01.2013 - 01.2015
- Managed cash transactions, order taking, and customer service in a high-volume environment
- Resolved customer concerns promptly, ensuring positive guest experiences
- Promoted company products through upselling and cross-selling strategies
- Maintained a high level of professionalism and service excellence
Education
Training Certification - Recruitment
Advantage Communications
Certificate in Business Management Supervision - Business Management Supervision
HEART NSTA Trust
12.2023
High School Diploma - CSEC: English A, Human & Social Biology, Integrated Science, Biology, Agricultural Science, CCSLC: Mathematics (Competent)
Winston Jones High School
01.2010
Skills
- Full-Cycle Recruitment & Talent Acquisition
- Interviewing & Assessment Coordination
- Employee Onboarding & Training
- Workforce Planning & HR Strategy
- Customer Service Excellence
- Retention & Engagement Strategies
- Conflict Resolution & Problem-Solving
- Technical Support & Troubleshooting
- Applicant Tracking Systems (ATS)
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Strong sense of responsibility and self-motivation
- Excellent verbal and written communication skills
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Access)
- Strong problem-solving and multitasking abilities
- Adaptability and resilience in fast-paced environments
- Team-oriented with strong interpersonal skills
- Strategic thinker with a focus on continuous improvement
Technical Skills And Strengths
- Strong sense of responsibility and self-motivation
- Excellent verbal and written communication skills
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Access)
- Experience with Applicant Tracking Systems (ATS)
- Strong problem-solving and multitasking abilities
- Adaptability and resilience in fast-paced environments
- Team-oriented with strong interpersonal skills
- Strategic thinker with a focus on continuous improvement
Professional Development And Training
- Advanced Recruitment & Selection Techniques, 2023
- HR Analytics & Workforce Planning, 2022
- Customer Experience & Retention Strategies, 2021
Early Career Experience
Restaurant of Jamaica, 01/01/13, 12/31/15, Customer Service Representative, Managed cash transactions, order taking, and customer service in a high-volume environment., Resolved customer concerns promptly, ensuring positive guest experiences., Promoted company products through upselling and cross-selling strategies., Maintained a high level of professionalism and service excellence.
Timeline
Associate Recruiter
Advantage Communication Jamaica
09.2021 - Current
Chat Agent/Technical Support
Flow Digital
02.2020 - 09.2021
Customer Service Representative/ Chat Agent / Retention / Technical Support
Freedom Mobile
02.2019 - 02.2020
Customer Service Representative
Flow Mobile
01.2017 - 02.2019
Customer Service Representative
Restaurant of Jamaica
01.2013 - 01.2015
Certificate in Business Management Supervision - Business Management Supervision
HEART NSTA Trust
High School Diploma - CSEC: English A, Human & Social Biology, Integrated Science, Biology, Agricultural Science, CCSLC: Mathematics (Competent)
Winston Jones High School
Training Certification - Recruitment
Advantage Communications
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