Shivanie De Franca
Summary
Accomplished Quality Assurance and Talent Acquisition Specialist from Optima Communications International Inc, excelling in problem-solving and team leadership. Enhanced team performance and streamlined processes, significantly improving efficiency and customer satisfaction. Skilled in conducting detailed internal audits and fostering exceptional team collaboration, demonstrated through successful recruitment and retention strategies.
Overview
11
11
years of professional experience
Work History
Quality Assurance Specialist
Optima Communications International Inc
07.2013 - Current
- Led regular meetings with staff to review performance metrics, address any concerns or challenges, and provide updates on organizational initiatives related to quality assurance.
- Enhanced team performance by providing regular training, feedback, and guidance to agents.
- Promoted a positive work environment by fostering open communication, recognizing individual achievements, and supporting teamwork within the team.
- Coached employees on a daily basis by addressing and resolving escalated issues promptly and professionally.
- Demonstrated exceptional problem-solving skills to help challenging customers scenarios and finding solutions that met their needs as well as aligned with company polices.
- Make outbound calls to existing customers about insurance products and services that's available as well as cross-sell and upgrade when possible.
- Streamlined callflow process to increases efficiency in handling customers objections and concerns.
- Evaluated individual performance metrics to identify areas of opportunities (improvement) providing targeted coaching sessions to boost results.
-
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Talent Acquisition Specialist
Optima Communications International Inc
09.2018 - 01.2020
- Sourced and screened candidates for customer contact representative roles and worked with hiring managers to coordinate interviews, offers, and onboarding.
- Increased retention rates through thorough pre-screening of candidates and regular follow-up on new hires'' satisfaction levels.
- Collaborated with hiring managers to determine job requirements and understand departmental needs.
- Enhanced candidate experience by implementing a streamlined application process and timely communication.
- Conducted telephone and in-person interviews to assess candidate experience and qualifications.
- Provided regular updates to hiring managers and HR staff on recruitment activities and progress.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Completed human resource operational requirements by scheduling and assigning employees.
Education
High School Diploma -
Sir Wilfred Laurier Collegiate Institute
Toronto, ON05.2012
Skills
- Problem-solving skills
- Customer Service
- Internal Audits
- Team Leadership
- Decision-Making
- Team Collaboration
- Detail Oriented
- Customer Focus
- Problem-Solving
- Multitasking
- Excellent Communication
Languages
English
Full Professional
Timeline
Talent Acquisition Specialist
Optima Communications International Inc
09.2018 - 01.2020
Quality Assurance Specialist
Optima Communications International Inc
07.2013 - Current
High School Diploma -
Sir Wilfred Laurier Collegiate Institute
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