Kitania L.

Seasoned Call center professional & Administrative Assistant. Seeking to work within a organization that enables me to contribute and positively develop that organization by adding my years of valuable experience as well as my dynamic personality, fast learning ability, reliability, dependability and moreover, honesty. SKILLS Client relationship management Motivated Candidate pre-screening Recruiting and selection techniques Team assistance Administrative assistance Coordinating new hire paperwork Resume scanning Screening, interviewing, and onboarding Pre-interviewing Meeting new hires [Rightnow Now Cx, Salesforce, Mailchimp, Zendesk] CMS software Tracking spreadsheets Program support EXPERIENCE 03/2017 to 02/2019 Recruiter /Owner Smart Contact Solutions INC Smart Contact Solutions Inc was a small virtually based call center that I owned and operated from home. I was responsible for processing payroll to my agents and my assistant, recruiting and interviewing new agents and conducting QA support to ensure clients policy and procedures were being followed. 07/2015 to 06/2017 Recruiter Versatel Marketing I was responsible for posting new jobs online, scheduling and conducting interviews, assist with the on-boarding process of new agents, assist with development of call flow, listen to and grade calls to ensure that agents were following call flow. 08/2013 to 07/2015 Account Manager Corporate Consulting Associates I was responsible for, Posting Jobs online, Recruiting new agents, Hiring new agents, managing Agents, monitored and listened to agents calls to provide feedback and support on areas of opportunities as well as highlight areas of strength. Executive Assistant/Coordinator Apollo Limos and Party Buses My responsibilities included, Appointment Setting, Payment Processing, Calendar Management, Customer Service, Email Management, Order Management, CRM Management. Quality Analyst/Manager H&R Blocks I was responsible for, listening to H&R blocks recorded calls that was answered by the front desk, I would also conduct mystery calling to see if call flow was being followed, I also coached front desk assistants on following call flow as well as send out QA scores for them after grading recorded calls and mystery calls. 08/2013 to Current Hiring Manager, Recruiter, Trainer, Quality Analyst Odesk Corporation Limited/Upwork Odesk/Upwork is a virtual freelancer website that I have been employed with since 2013, I have held different roles such as Account Manager, Quality Analyst, Trainer, Executive Assistant and Recruiter. 10/2011 to 05/2013 Engagement Specialist Accent Marketing Limited I was responsible for handling, Inbound Calls, Outbound Calls, Email handling, Chat Support, Microsoft Office Suite and Google Docs management. 04/2011 to 10/2011 Recruiter, Call Center Manager, Executive Assistant and Team Lead Fullgram Solutions - Telemarketer I was responsible for handling; Inbound Calls, Outbound Calls, Email handling. 10/2010 to 04/2011 Customer Care Representative The Jamaica Livestock Association I was responsibly for conducting, Face to face Customer service, Email handling, Order Processing. 11/2009 to 12/2009 Intern Coffee Industry Board EDUCATION AND TRAINING 2021 Associate of Science: Registered Nursing Track Indian River State College-Current Student - Florida 2013 Certified Nursing Assistant Global Institute of Certified Specialists 2010 High School Diploma Jose Marti Technical High School - Jamaica