Implement and manage a strategic, high volume and specialty recruiting process for the PNC Care Center, Digital, and ATM lines of business.

Manage a high volume recruiting and staffing process for the contact center at PNC Bank.•Lead, implement, and continuously develop the internal and external recruitment process for multiple positions and multiple groups within 3 Call Center sites. •Build and maintain strong relationships with hiring managers and other levels of management, providing recommendations and guidance, resulting in an efficient and effective business plan, as well as improving internal processes.•Possess… Show more Manage a high volume recruiting and staffing process for the contact center at PNC Bank.•Lead, implement, and continuously develop the internal and external recruitment process for multiple positions and multiple groups within 3 Call Center sites. •Build and maintain strong relationships with hiring managers and other levels of management, providing recommendations and guidance, resulting in an efficient and effective business plan, as well as improving internal processes.•Possess a detailed and in-depth knowledge of the line of business, job competencies, and standards, resulting in a high level recruitment and hiring process, which lead to a number of 175 hires within a 5 week period.•Effectively utilize external recruiting sources (LinkedIn, CareerBuilder, Monster, Diversity Job Boards, etc.), as well as an extensive networking system to source and attract passive candidates, ensuring that top candidates are introduced into the applicant pipeline.•Partner with various lines of business to provide recruiting support, including Consumer Lending and Supply Chain Management. Successfully attracted, sourced, and hired multiple senior-level positions within a four month period of time.•Create and conduct presentations and participate in workshops for various organizations, including the Pittsburgh Regional Compact Group, Pathfinders, The Pittsburgh Urban League, and The Pittsburgh Work Center, with the goal of increasing and revitalizing the workforce of Western Pennsylvania. Show less

•Develop and execute highly effective and creative sourcing strategies, utilizing internet mining, employee referrals and other methods to build a talent network for current and future organizational needs•Responsible for a high volume requisition load of typically 30-50 openings on a monthly basis in multiple locations for multiple managers •Engage applicants and evaluate candidates for potential fit with the organization as well as against qualifications of the position •Establish… Show more •Develop and execute highly effective and creative sourcing strategies, utilizing internet mining, employee referrals and other methods to build a talent network for current and future organizational needs•Responsible for a high volume requisition load of typically 30-50 openings on a monthly basis in multiple locations for multiple managers •Engage applicants and evaluate candidates for potential fit with the organization as well as against qualifications of the position •Establish effective relationships with hiring managers •Utilize ATS system to maintain accurate records of all hiring activities and decisions. Show less

•Trained and developed staff and team, assessing and improving daily operations, selling techniques, and product knowledge, while ensuring that compliance with policies/procedures is maintained.•Conducted behavioral interviews, assessing candidate’s qualifications and making hiring decisions.•Communicated and consulted with different lines of business and management levels on various projects, supporting business goals and training development, making business recommendations, and… Show more •Trained and developed staff and team, assessing and improving daily operations, selling techniques, and product knowledge, while ensuring that compliance with policies/procedures is maintained.•Conducted behavioral interviews, assessing candidate’s qualifications and making hiring decisions.•Communicated and consulted with different lines of business and management levels on various projects, supporting business goals and training development, making business recommendations, and improving call center operations.•Managed and developed teams of new hire consultants, analyzing and reviewing their performance, increasing their knowledge and comfort level, and completing their transition from training. Show less

•Managed the daily operations of a branch within PNC’s Regional Community Bank.•Directed the sales and service process, to include consumer and business products, ensuring client retention, as well as growth at the branch and market levels.•Served as a liaison between PNC Bank and its business clients, promoting customer satisfaction and growth opportunities.•Managed employee and customer satisfaction in order to create an extraordinary banking experience, resulting in a high level… Show more •Managed the daily operations of a branch within PNC’s Regional Community Bank.•Directed the sales and service process, to include consumer and business products, ensuring client retention, as well as growth at the branch and market levels.•Served as a liaison between PNC Bank and its business clients, promoting customer satisfaction and growth opportunities.•Managed employee and customer satisfaction in order to create an extraordinary banking experience, resulting in a high level of mystery shops and IVR responses. Show less

•Managed, trained, and coached 12 consultants. Supported 80 market consultants in the resolution of escalated issues and technical difficulties. •Developed and implemented a training procedure for the use of TDD machines, assisting hearing impaired customers. •Supervised a service group of 20 representatives, analyzing and reviewing performance trends, in order to successfully improve efficiency and productivity.•Served as work leader in the creation of an Account Retention team… Show more •Managed, trained, and coached 12 consultants. Supported 80 market consultants in the resolution of escalated issues and technical difficulties. •Developed and implemented a training procedure for the use of TDD machines, assisting hearing impaired customers. •Supervised a service group of 20 representatives, analyzing and reviewing performance trends, in order to successfully improve efficiency and productivity.•Served as work leader in the creation of an Account Retention team, improving the capability of retaining PNC customers. •Served as work leader in a Customer Call Management project, successfully improving branch efficiency by diverting customer contact to the call center. Show less