Experience

• 

  Amazon

  Nov 2010 - now

  • Managing a team of internal recruiters responsible for recruitment across EMEA and MENA. • Build strategy plans for internal recruitment within launch sites with specific focus on launches for Customer Fulfilment and Amazon Logistics. • Build, engage, manage and develop a team of high-performing staff in an extremely fast-paced and ambiguous environment.• Set team performance goals and metrics, timelines and a formal tracking process to measure and manage progress.• Leading cross-business/cross-country special projects and initiatives related to talent acquisition.• Partner with key stakeholders (Business Leaders, Hiring Managers, HR Business Partners and Recruiting Managers) to determine future talent needs and set and drive enabling sourcing strategies• Work closely with business leaders to influence and deliver quality assessment and high touch candidate experience through all aspects of the recruitment funnel.• Focus on diversity standards and requirements across each business lane and region, ensuring goals are met. Show less • Managed, mentored, coached and trained 6 team managers and upwards of 130 customer service associates.• Provided organisational leadership to develop effective business plan and achieve organisational vision.• Collected, analysed, and applied data to identify opportunities to improve relationships between business and other entities.• Spearheaded special projects and increased efficiency through effective emergency resolution.• Provided top quality control to effectively eliminate downtime and maximise revenue. Such as overall adherence to productivity metrics and performance management of same.• Facilitated kudos awards by updating an employee recognition program to my organization.• Devised business and technology strategies to create performance metrics, reporting, and analysis systems in support of investigative operations.• Aligned operational boundaries between stakeholders to ensure collaboration was achieved with projects.• Expert in ER and HR policy management. Show less • Managed and built relationships between Amazon's internal stakeholders and external recruitment agencies, across Cork, Edinburgh, Leicestershire and the Virtual Contact Centre.• Regularly reviewed the work mix and tasks of all stakeholders, refined and developed scalable processes and rolled out to other global teams.• Streamlined the hiring strategy across all the above locations. Reviewed the progress/ success and documented learnings to share best practice globally.• Exceeded targets for fill rate, absence, attrition and overall performance.• Launched a new initiative with the agencies across all sites, to ensure customer service associates being "ramped down" at end of service were fully supported and equipped to be successful in other opportunities.• Reviewed headcount and staffing requirements with Amazon's internal workflow and capacity planning teams to ensure pipeline was available throughout the year if required to hire at short notice.• Worked with new agencies through the RFP process to launch new relationships with agencies across Ireland and the UK. Costings and contracts were reviewed to ensure a competitive price was achieved. Show less • Managed a team of 30+ customer service associates across varied locations, both virtually and site based.• Lead EU initiatives for quality and productivity improvements, such as reduction in average handling time and increase in positive response rates from customers.• Launched the virtual contact centre across both Ireland and the UK. Exceeded the business goal for headcount required at launch.• Completed a role standardization project to align our processes and policies across Ireland and the UK in line with working law and regulations.• Led a contact avoidance elimination project within the UK network, which resulted in new process, policy and performance management steps being rolled out.• Successfully partnered with my team to drive performance improvement to metrics while working on development and career progression.• Lead the performance management initiative for the site across peak, ensuring correct associates were converted and "ramped down" based on headcount requirements and performance in role. Show less

  • Recruitment Manager Student Programs - Software Development

    Sept 2021 - now

  • Talent Acquisition Manager

    Sept 2020 - Sept 2021

  • Customer Service Group Manager

    Mar 2019 - Sept 2020

  • Sourcing and Relationship Manager

    May 2017 - Mar 2019

  • Customer Service Team Manager

    Sept 2012 - Apr 2017

  • Customer Service Team Lead

    Aug 2011 - Sept 2012

  • Customer Service Associate

    Nov 2010 - Aug 2011