Carmen Mora Email and Phone Number

• In charge of managing project and goal deadlines• Organizing schedules and facilitating communication between consultants, clients, and customers. • Keeping track of incoming requests and assigning resources• Updating documentation and contact information• Vendor communication

• Partner with leading Financial and Healthcare clients to define strategic objectives and hiring needs.• Primary focus on technical roles, consistently working with multiple Developers, Engineers, QA Analysts, SCRUM Masters, etc. • Secondary focus on non-technical roles such as Project and Program Managers, Financial Advisors, Data Entry Clerks, etc.• Develop and maintain a book of business as well as manage client accounts, leading full cycle of sales process with clients• Administer job postings in various systems.• Assess candidates to ensure qualification match, cultural fit, and overall compatibility with client requirements.• Enter and track assignments and candidate data in Applicant Tracking Systems (ATS).• Establish and maintain a network of industry contacts through participation in professional/trade associations and other professional networking organizations.• Complete candidate hiring/onboarding processes in accordance with client/organizational requirements.

• Manage and develop onboarding training programs • Recruit, interview and hire candidates, especially in preparation for large hiring events• Manage and staff daily operations - execute and delegate when appropriate• Supervise the team in providing best-in-class service (focus on achieving Guest Satisfaction metrics)• Train, coach/mentor and develop the team. • Drive Associate engagement (organize and participate in social media/on site events in efforts to keep employee morale high and engaged)• Uphold operating procedures and service and safety standards• Focus on metrics that maximize profit and revenue (customer and employee satisfaction, quality of service)

• Maintain a high quality of Customer Support for multiple Triple-A gaming companies• Answer Level 2 inbound calls, emails, and web chats while assessing the customer’s technical support need• Handle/route cases with 100% precision to the Quality metric, using documented procedures and available tools• Provide coaching and assistance to all Tier 1 agents while promoting a positive work environment• Consult with management and employees to gain knowledge of work situations requiring training• Lead team discussions to assist in understanding of changes in policies, procedures, content and technologies• Report on progress of employees under guidance during training periods• Identify recurring issues and report trends when necessary• Train with management to learn new skills and functions in theworkplace

• Deliver advanced service and technical support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet• Provide in-depth training to new hires while promoting a healthy growth opportunity• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services• Correspond directly with one of Pole to Win's main clients, in order to provide walkthroughs for our Technical Support Team• Work with a Team in order to build the company's moral and brand.• Select or develop teaching aids such as training handbooks and computer walkthroughs• Work directly with client to optimize bug reporting efficiency• Conduct live-monitoring assessments to identify coaching opportunities or quality defect trends

• Worked directly with President/CEO, Mark Millman in aiding with all administrative duties such astravel, event planning, and internal office management• Identified candidates based on qualifications using cold calls, social networking, and research• Performed initial and follow-up phone screens, managed communications with candidates usingiCIMS• Managed all Millman Search Group Social Network pages including Facebook, LinkedIn, Twitter,CareerBuilder and Indeed (managed accounts, designed Ads/Promotions and created Job Postings)• Trained all company executives to use Microsoft Office Suite• Worked side-by-side with company executives to aid in finding high-level candidates• Aided in event planning for job fairs, meetings, and conferencesTechnical Environment: Bullhorn, CareerBuilder, LinkedIn Recruiter, Microsoft Office Suite, Indeed, Dice,Photoshop, Illustrator, QuickBooks, iCIMS