Mahder Tesfu

• Planning, advising, developing, and implementing strategies to convey information with key decision-makers.
• Maintaining up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
• Driving the end-to-end recruitment process, partnering with the People Manager and People Lead providing market insights and accountable for candidate experience, including tracking, assessment, feedback and offer (for externals) and assists with internal offers as needed.
• Working with People Managers to establish business requirements and to determine applicant requirements, leads and coaches managers throughout process to drive identification, selection and landing of best talent.
• Leading to understand and implement processes, drive continuous improvement and provide quality service.
• Driving operational efficiency with a focus on continuous improvement, candidate and hiring manager experience and meeting SLAs.

RPO for a leading Banking and Financial Services Organization (HSBC Bank):

- Coordinating the full recruitment process of all directly sourced candidates up until the offering stage(where the recruiter takes over). Mainly in Risk and compliance, Product Control, Global Private Banking, Global Transformation GP, Global Transformation WPB/RBWM, and Wholesale Market Risk departments.
- Assisting with the coordination of the overall recruitment process
- Sourcing candidates through direct search method (LinkedIn Recruiter)
- Screening candidates to learn more about their experiences, qualifications, and other essential info
- Verification of candidates in ATS and subsequent creation of candidate profiles/applications making sure to keep ATS updated throughout the entire recruitment process
- Finding out the availability of candidates and Hiring Managers, and subsequent scheduling of interviews
- Occasionally supporting with the preparation and presentation of offers
- Preparing reports (Based on the needs of clients and managers)
- Partaking in briefing/intake calls to learn about open requisitions and current business needs
- Gathering interview feedback and communicating with applicants during and after the interview process
- Creating/posting job ads
- Other tasks as requested by the TA Manager

Arup, our client, is a world-class firm of designers, planners, engineers, architects, consultants, and technical specialists working in all areas of daily life. Quality of service is critical. Our responsibilities are to coordinate with recruiters to identify job requirements and promote our employer brand online and offline. And maintaining applicant databases (e.g. Via our Applicant Tracking System). Crafting and sending recruitment emails and identifying qualified candidate profiles using various sourcing techniques (e.g. Boolean search) and various proactive recruitment strategies. Focusing on providing a great candidate experience at every opportunity.

During my time at Sitel Call Center, I had the opportunity to work on 4 different projects.

1. Ride Sharing Company, - My duty here was receiving high volume of calls and handling them accordingly; also received emails from customers, Highly interested in technical area, IT literacy (MC suits, windows). I received good percent feedback from customers. Assisted with escalating cases, having the ability to follow guidelines and instructions. I was later transferred to the Senior Team.

Tools Used: Zendesk, TOM, Twilio, Okta, Slack, STC, Teleopti WFM, Compass, Microsoft Powerpoint, Microsoft word, Zoom

2. Instacart Grocery delivery and pick-up service - My responsibilities here was Implementing the ability to use tools and resources to support Instacart customers. And Successfully complete and approve training and quality requirements (learning measures, coaching tool, email simulations, etc.) also providing a high level of professional and competent service assistance. Effectively communicating resolution to customer issues, summarizing ideas and providing concise answers. Plus, creating a positive impression of the Instacart brand whenever interacting with customers.

Tools Used: Zendesk, Twilio, iMail, Omni Channel, Confluence, Microsoft word, Zoom

3. HP Printer and Computer. - Here, I was expected to have professional work flow with tools like Microsoft Dynamics, programs, and software to support HP. - Developed my Internet navigation skills.

Tools Used: Outlook, Microsoft Dynamics, AST, IMail, Microsoft Teams, Microsoft Powerpoint,

4. Abbott Diabetes Care. - In this project, my responsibilities are receiving high volume of calls and helping customers with the products that the company provides. - Proper and accurate documentation is extremely important as we support medical equipment. - Completing commitments and expectations set with the customer. And using probing questions as needed to understand issues and proactively offer solutions to customers.

Tools Used: Salesforce, Magento, NICE, Call Miner, Outlook, Microsoft Powerpoint, Zoom

My job there was to set up candidate interviews with hiring managers. Interacting with potential candidates through professional networks and social media, and recommending and discussing a candidate's application with the hiring team. Also attended monthly meetings where we reported on procedures, service levels, and other KPIs. I also help with any kind of work that comes from both the customer and the employees, including product quality analysis and production continuity. Later, I was transferred to the management team.

Being a customer service associate in this company thought me a lot as it was my first job. My responsibility there was to handle high volume of calls and to report customer inquiries to the company's management.