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Joanna G. — Senior Recruiter from Philippines

Joanna G.

Senior Recruiter

Philippines 6+ years
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About

Joanna Marie P. is a seasoned Senior Recruiter currently at PSG Global Solutions in Makati City, where she excels in sourcing suitable applicants through job boards and relationship-building with passive candidates via phone calls and emails. She efficiently manages applicant tracking systems and coordinates with clients to meet hiring requirements. Previously, Joanna served as an Executive Customer Relations Specialist at Amazon.AE, Dubai, catering to high-profile clients and handling escalated customer interactions. Her expertise also includes roles in quality assurance and triage escalations, where she ensured excellence in customer support mediums and team performance. Her prior experience as a Retention Specialist at Hewlett-Packard involved closing the loop on customer feedback and managing sales promotions. Joanna's career began at TeleTech, where she provided comprehensive technical support. Her engineering education at Central Colleges of the Philippines underscores her robust analytical skill set within the technology and customer service sectors.

Experience

  • Senior Recruiter

    PSG Global Solutions · 2022 — Present
    Conducts research on job boards to source suitable applicants and posts jobs. Recruits passive candidates through Cold Calling, emails, and relationship-building. Conducts pre-assessment calls to verify qualifications, availability, and compensation. Organizes candidate files and tracks their activities and references. Coordinates hiring needs with clients and site managers while maintaining a record of candidates sourced. Creates end-of-day productivity reports.

  • Virtual Assistant

    Insta-Answer (Legacy Research Group) · 2020 — 2021
    Schedules appointments for potential subscribers and engages in outbound calling for sales. Manages emails and the ticketing system while creating end-of-day productivity reports.

  • Executive Customer Relations Specialist

    Amazon.AE · 2018 — 2020
    Provides tier three care to high-profile customers and large bulk orders via e-mail and social media, including Facebook and Twitter. Initiates outbound calls for escalated customer assistance. Creates write-ups and case studies reflecting changing customer demographics.

  • Triage Escalations

    Amazon.AE · 2017 — 2018
    Manages direct client interactions for walk-in customer complaints. Reports team performance and acts as a point of contact for administration. Delegates tasks to core team members.

  • Quality Assurance

    Amazon.AE · 2016 — 2017
    Provides real-time support to agents, ensuring quality across all support mediums and coaching underperforming agents.

  • Resolution Specialist

    Amazon.AE · 2016 — 2016
    Offers real-time support and assistance to agents in their interactions.

  • Customer Care Representative

    SOUQ.com (An Amazon Company) · 2015 — 2016
    Delivers tier one customer support through calls, chats, and emails. Collects information for customer shipping status updates and addresses other concerns.

  • Retention Specialist

    Hewlett-Packard · 2014 — 2015
    Facilitates customer retention with a smooth onboarding process and closes the loop on customer feedback. Keeps products and services at the forefront of customer awareness and rewards promoters and loyal customers. Tracks contract expirations and informs customers of these dates while collaborating with the sales manager on promotional activities.

  • Back Office Executive

    TELUS International Philippines · 2013 — 2014
    Executes market research and processes research data. Handles basic administrative duties, including printing, email communication, and ordering office supplies. Assists in coordination with the sales team and the Front Office team, as well as with inventory control.

  • Senior Technical Support Specialist

    TeleTech · 2011 — 2013
    Addresses customer technical issues by identifying problems, researching solutions, and providing guidance. Supports training program development to help customers use products effectively while recommending products, services, or procedures to alleviate customer challenges. Evaluates system problems for enhancement recommendations.

Skills & Expertise

HR and Recruiting

Education

  • Bachelor or Science in Electronics and Communications Engineering
    Central Colleges of the Philippines Quezon City