Rosy Joseph
Gurgaon
Summary
Total Experience : 10 years (immediate joiner)
Dynamic and results-driven Recruitment Specialist with [X] years of experience in talent sourcing, candidate screening, and interview coordination. Proven expertise in leveraging various channels to attract top talent, maintain a robust candidate pipeline, and enhance employer branding. Adept at collaborating with hiring managers to develop tailored recruitment strategies and ensuring compliance with relevant employment laws. Demonstrated ability to provide insightful reporting and contribute to a positive candidate experience.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
Work History
Team Captain
American Express
10.2022 - 01.2024
- Enhanced team performance by implementing effective communication and collaboration strategies.
- Maintained poise, optimism and bounced back quickly after mistakes to show teammates how to respond to negative situations.
- Set clear expectations for each member''s roles and responsibilities, leading to improved accountability across the board.
- Optimized resource allocation by identifying individual strengths within the team and assigning tasks accordingly.
Hiring Specialist
American Express
08.2022 - 01.2024
- Increased diversity in candidate pools through targeted outreach initiatives and strategic partnerships.
- Analyzed recruitment metrics to identify areas of improvement and implement data-driven solutions.
- Maintained compliance with federal and state labor laws throughout the recruitment process.
- Collaborated with HR team to develop attractive compensation packages, resulting in more accepted job offers.
- Utilized diverse sourcing channels including job boards, social media, and networking to attract high-quality candidates, resulting in a increase in candidate applications.
- Conducted initial screening interviews to evaluate candidates' qualifications, skills, and cultural fit, improving the quality of hires and reducing time-to-fill .
- Coordinated and scheduled interviews between candidates and hiring managers, ensuring a smooth and efficient interview process.
- Crafted and posted compelling job descriptions on job boards and company career page, enhancing job visibility and attracting top talent.
- Managed a pipeline of qualified candidates, maintaining regular communication to keep them engaged throughout the hiring process.
- Collaborated with hiring managers to understand staffing needs and developed effective recruitment strategies, resulting in successful placements.
- Ensured compliance with company policies and employment laws in all recruitment activities.
- Provided regular updates and detailed reports on recruitment metrics and activities to senior management.
Lead Specialist ( US )
American Express
08.2018 - 10.2022
- Acted as the primary point of contact for customers on multiple events, ensuring their needs and expectations were met and exceeded. Handling more than 150 business accounts, resulting in 20% increase in overall revenue.
- Managed all aspects from product demonstration till day to day queries of business clients, planning and execution to ensure successful outcomes.
- Handle incoming customer calls and inquiries, utilizing excellent communication skills to address their needs promptly and professionally.
- Provided consultation to clients like honeywell , Ceva , small business on leveraging Amex Virtual and Onsite Solutions functionality effectively.
- Developed and maintained constructive relationships with clients and internal teams to drive project success.
- Maintain a robust CRM system by accurately recording customer interactions, updating contact information, and tracking resolution status.
- Managed concurrent projects of varying sizes and complexities, adhering to internal processes and timelines.
- Identify customer needs and preferences to determine the appropriate specialist for resolution, ensuring first-call onboarding and servicing.
- Conducted regular training sessions for new hires , contributing to more skilled and motivated workforce.
- Awarded "Excellent client service" for three consecutive quarters in recognition of outstanding achievements in resolving client's queries with 9.1 average after ticket rating.
- Implemented workflows to automate follow-up processes, resulting in a 30% reduction in turnaround time for business/ client application processing.
- Strong negotiation and communication skills to effectively convey value proposition of premium credit card and insurance offerings. In-depth knowledge of credit card features, insurance policies, and industry trends
Customer Master Specialist ( US ) ( B2C )
American Express
04.2014 - 07.2018
- Handle incoming customer calls and inquiries, utilizing excellent communication skills to address their needs promptly and professionally.( B2C )
- Served as the primary point of contact for customer inquiries via phone, email, and chat, ensuring timely and accurate resolution of issues.
- Maintain professionalism and composure when dealing with challenging situations . Striving for positive outcomes in every interaction.Build strong relationships with customers by actively listening to their concerns, empathizing with their needs, and providing personalized assistance.
- Effectively navigate CRM systems and databases to access customer information, update records, and track interactions.
- Meet and exceed performance metrics, including response time, resolution rate, and customer satisfaction scores.
Guest Relationship Intern
Walt Disney World
01.2009 - 01.2013
- Assisted guests select products that best fit their personal needs.
Answered guests' questions and addressed problems and complaints in person and via phone. - Opened and closed the store, which included counting cash drawers and making bank deposits
- Offered exceptional customer service to differentiate and promote the Disney look.
- Balanced the needs of multiple guests simultaneously in a very fast-paced retail environment.
Education
Graduated - Business Administration
Michigan
01.2009 - 05.2013
12th -
Sacred Heart Convent School, Under Central Board of Secondary Education
03.2008 - 03.2009
Skills
Hiring
Training
CRM tools
Multitasking
Negotiation Skills
Networking
Ethical standards
Problem solving
MS office
Servicing
Timeline
Team Captain
American Express
10.2022 - 01.2024
Hiring Specialist
American Express
08.2022 - 01.2024
Lead Specialist ( US )
American Express
08.2018 - 10.2022
Customer Master Specialist ( US ) ( B2C )
American Express
04.2014 - 07.2018
Graduated - Business Administration
Michigan
01.2009 - 05.2013
Guest Relationship Intern
Walt Disney World
01.2009 - 01.2013
12th -
Sacred Heart Convent School, Under Central Board of Secondary Education
03.2008 - 03.2009
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