Tracy Sandman

• Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
• Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
• Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
• Advertised job opportunities on social media platforms and job boards.
• Assisted with onboarding and orientation of new hires to expedite acclimatization process.
• Evaluated strengths and weaknesses of candidates through effective screening processes.
• Coordinated schedules to arrange management interviews with applicants.
• Developed recruiting strategies to identify qualified candidates and build network.
• Studied job descriptions and qualifications to determine applicant requirements.
• Collaborated with hiring managers to understand job requirements and expectations.
• Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible.
• Operated and maintained applicant tracking and candidate management systems.
• Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments.
• Developed and maintained relationships with external recruiters to obtain referrals to qualified candidates.
• Collaborated with HR leadership regarding candidate salary determinations.
• Consulted businesses on successful recruiting and retention practices to help minimize turnover.
• Assisted with writing job postings and job descriptions for boards.
• Pre-screened resumes prior to sending to corporate hiring managers for consideration.
• Collaborated with managers to identify and address employee relations issues.
• Completed human resource operational requirements by scheduling and assigning employees.
• Created and delivered HR training sessions to staff, managers and executives.

• Operated and maintained applicant tracking and candidate management systems.
• Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
• Reached out to qualified referral candidates to obtain applications.
• Scheduled and conducted numerous interviews each week.
• Coordinated incoming job requisitions and applications.
• Pre-screened resumes prior to sending to corporate hiring managers for consideration.
• Assisted with writing job postings and job descriptions for boards.
• Developed and implemented onboarding and orientation programs for new employees.
• Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
• Worked alongside global business leader to deploy new training strategies.
• Completed human resource operational requirements by scheduling and assigning employees.
• Improved office efficiency by effectively managing internal communications and correspondence.
• Administered employee benefits programs and assisted with open enrollment.
• Created and delivered HR training sessions to staff, managers and executives.

(Phone/Chat/Email work)

• Provided excellent customer service by efficiently resolving issues and responding to inquiries.
• Listened to customers' questions and concerns to provide answers or responses.
• Collected customer information and analyzed customer needs to recommend potential products or services.
• Provided customers with updates and periodic statements on service developments and changes in trends.
• Used multiple softwares to prepare memos, correspondence and reports.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Handled customer inquiries and suggestions courteously and professionally.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Updated account information to maintain customer records.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services, and company information.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Provided primary customer support to internal and external customers.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Tracked customer service cases and updated service software with customer information.
• Developed customer service policies and procedures to meet and exceed industry service standards.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.

(Phone/Chat/Email work)

Customer Service Representative | 04/2010 to 07/2015

Concessions Abuse Prevention Team | 09/2015 to 04/2016

DART (Escalation Line) | 04/2016 to 07/2017

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services, and company information.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Provided primary customer support to internal and external customers.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Tracked customer service cases and updated service software with customer information.
• Developed customer service policies and procedures to meet and exceed industry service standards.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Met customer call guidelines for service levels, handle time and productivity.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Delivered prompt service to prioritize customer needs.
• Maintained up-to-date knowledge of product and service changes.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded proactively and positively to rapid change.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Promptly responded to inquiries and requests from prospective customers.
• Trained new personnel regarding company operations, policies and services.
• Sought ways to improve processes and services provided.
• Promoted available products and services to customers during service, account management, and order calls.
• Managed timely and effective replacement of damaged or missing products.
• Trained staff on operating procedures and company services.
• Cross-trained and provided backup support for organizational leadership.
• Increased efficiency and team productivity by promoting operational best practices.
• Cross-trained and backed up other customer service managers.
• Implemented and developed customer service training processes.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.