Brenna T. Email & Phone Number

Irvine, California, United States

Irvine, California, United States

Irvine, California, United States

Technical Sourcing Recruiter & Project SpecialistRecruiting Functions:• Developed multiple sources of qualified applicants, screening applicants, scheduling and conducting interviews, administering tests, checking references and background, and evaluating applicant qualifications for high volume software engineering roles• Screened resumes and phone interviewed qualified engineers and technical professionals, creating and updating complete candidate profile and position status.• Worked with Managers to ensure requisitions are accurate and in compliance with state and federal regulations.• Established and maintained relationships with key management, Hiring Managers And Business Developers to forecast and determine current and future company staffing goals while successfully developing proactive recruiting strategies to meet those needs.• ATS and CRM management. Project Management Functions:• Recruiting program specialist focusing on internal process documentation, SOP creation and content management.• Mentored incoming and tenured colleagues in technical writing and project management fundamentals.• Developed and led training sessions as the subject matter expert, focused on various system tools, recruiting processes and techniques, project management tools (including Beamery CRM, HireEZ, Asana).• Built and maintained org-wide documentation repositories and internal wikis, using various source editing languages (CSS, HTML)

Seattle, Washington, United States

Management of high severity Amazon systems global outages, incidents and defects.• Real-time queue management of contact center agents, contact flows, queues and hour of operation.• Maintaining operational continuity for 8 global call centers with over 650 agents handling 500K contacts per month via SMS, chatand phone channels.• Technical project proposal writing with focus on analytical data and root cause analysis.• Management of technical project progress, implementation, and training of entire internal team of 13 peers.• Technical troubleshooting and rapid defect discovery for AWS Connect Console.• Technical testing in Sandbox and UAT environments for Salesforce quarterly major system updates and enhancements.• Development of SOPs used by wider Amazon organizational teams, including global field teams and third-party vendor partners• Notable projects include:o Creation of Command Center Specialist Training Program for an entirely new Global Command Center – additional 21headcount requiring full training, one-on-one assistance, and reference documents. Organized existing team of 8 peers’training responsibilities and schedule for new hires.o Global Command Center Team and Capacity Planning multi-level Website Creation – houses all standardized SOPs,training materials, reference documents, and database of previous outages and issues.o IVR Contact Flow tech enhancement in 20 phone queues globally. Introducing situational messaging during high contactor outage situations, including repository of situational messages in 5 languages.o Ownership of Call Center queue closure process and SOP maintenance for Europe, North America, Mexico, and rest ofworld phone, Chat, and SMS channels.o Developed and implemented customer contact callback process for missed contacts during outages.

Greater Seattle Area

High Volume Hiring Support, facilitate candidates, on-site HR teams, and HVH Technical Support teams.• Surpasses weekly performance metrics 142% for case handling and maintained 100% Quality Feedback for my entire tenurewith Amazon.• Delivers positive candidate experiences by providing efficient and effective troubleshooting and solutions.• Provides training and assistance to team members to maintain high productivity and performance metrics.• Performs weekly Quality assurance audits for call center case management to improve agent performance metrics andpositive candidate response rates.• Deep dives ad hoc issues for a variety of Amazon systems including Salesforce, People Portal, KNet, Quest, Remedy, Yeti,Quicksight, SharePoint.• Report building with extremely large data sets with a variety of variables.• Create and update digital records to maintain current, accurate and compliance documentation.• Communicates best practices among on-site and external personnel to align efforts and goals.

Master Of Arts - Ma, Counseling Psychology

Graduate Certificate, Applied Biostatistics

Bachelor Of Arts - Ba, Psychology