Ericka Singer Email & Phone Number

Miami, Fl, Us

Miami, Florida, Us

- Strategic Corporate Planning- Organizational Vision, Operational Strategy and Business expansion, Budget Planning- People Strategy & Process Management- Oversee employee productivity, building a highly inclusive culture ensuring, healthy engagement levels and achievement of organizational outcomes- Company Wide Communication & Event Management- Facility Administration & Property management- Facility Expansion Project management & Layout Planning

Miami, Florida, Us

- Responsible for driving a Culture of Constant Improvement through Team Engagement to attract and retain the best performing talent acquired.- Maximize/Increase Candidate Pool to achieve Hiring Projections & assure healthy scale-ability.- Installation of Competency Based Hiring System (Volume Role Specific), aligned with the Company Core Values (Role Specific Job Descriptions, Question Banks, Technical Assessments).- Deployment of Talent Development Program encompassing Professional/Leadership Development, Succession Planning, Career Development Plans with the purpose of developing and guiding those star employees to contribute to the company's success & growth.- Established a Framework, processes and standards that guide how employees conduct themselves.

Strategic Leadership- Develop and Implement HR Strategies- Organizational Development- Talent Management- Leadership DevelopmentOperational Excellence- HR Policies, Compliance & Reporting- Performance Management- Compensation and Benefits- People Development

Ticuantepe, Ni

• Creation & Deployment of custome-built ATS Platforl• Implementation of Facilities automated Inventory system• Automation of Finance & Payroll Reporting• Migration and automation of HRIS, Financial & Performance evaluation systems• Creation & Implementation of Performance Evaluation System - KPI Bonus Schemes• Creation of automated templates for P&L for KSPs

Ticuantepe, Ni

• Re-structure of company´s hiring process - Aligning all hiring procedures and assessments assuring World class standards, meeting client requirements(presented to all client partners in June 2013).• Hiring Profile Creation for all bilingual campaign types inbound/outbound (Customer Service, Tech Support & Sales specifics).• Project Owner & Design Making of Recruitment Online Platform built into Company´s Website.• Implementation of Biannual Demographic Study to inform selection strategy of new hires for following Ramp.• Oversee Design & Global Marketing Strategies Management for RAMP 2013 & 2014.• Deployment of Employee Referral Program which in 50% increment of Candidate Pool.• Creation & Maintenance of Master Data Base (Data Storage: 2008 - Sept 2014).

San Jose, California, Us

• Awarded with BEST TEAM recognition among all Citibank Sites (Philippines, China, Costa Rica, India and Guatemala - 9 teams in GUA) Top team for 5 consecutive months.• Customer Satisfaction, AHT, ACW, Resolution, Service Level Oriented• Project Owner of OT and AHT Metrics

San Jose, California, Us

• Networking, Antivirus & Tech Support Training | Product & Development Trainer.• Trained in Buffalo for the decommission of BMC Remedy ( Knowledge Base Application) and Implementation of AAD - Advanced Agent Desktop.• Project Owner for training all support staff and representatives on the platform, impacted in improving the client SLA. The end result was helping the clients achieve a 26% profit to ratio - which is a cost effectiveness factor. It improved a faster call handling time, which resulted in FCR - avoiding multiple contacts costumer end result was better CSAT Scores, better AHT, resolution rate and lower staffing.• Module Owner for creation of training Material | PIP (Personal Improvement Plan)• Design, or assist in the design of technical assessments.• Data Analysis - Reporting on AAD Application Usage .• Managed Transfer Rate Projects for P&L.• Became ACR (Account Change Request Manager) of the account for the creation, activation and deletion of encrypted logins.

San Jose, California, Us

• Data Analysis - Handled a Team of 40 Representatives.• Customer Satisfaction & Resolution Projects Owner.• Project Owner & Data Analysis of lacking parameters + Delivery of Module reinforcement.