Emily S Fernandes
Georgetown,DE
Summary
I'm a dynamic and versatile professional with a proven track record in talent attraction, acquisition, and selection. With expertise across HR, customer success, digital marketing, quality assurance, learning and development, and operations management, I bring adaptability and efficiency to every role. My experience spans a decade in the BPO industry, excelling in remote management and driving organizational success. Known for my energetic approach and strong interpersonal skills, I believe in creating positive work environments and fostering strong relationships.
Key Skills:
Talent Management: Expert in recruiting top talent and optimizing selection processes.
HR Operations: Skilled in employee relations, performance management, and policy implementation.
Customer Success: Adept at building long-term relationships and driving customer satisfaction. Digital Marketing: Proficient in enhancing brand presence and boosting engagement.
Quality Assurance: Experienced in implementing robust quality frameworks.
Learning & Development: Passionate about designing and delivering effective training programs.
Operations & Project Management: Skilled in optimizing processes, managing projects, and improving efficiency.
Scrum & Lean Six Sigma: Knowledgeable in applying methodologies to drive process improvements.
Logistics & Cargo Management: Expertise in managing logistics and optimizing supply chains.
Overview
11
11
years of professional experience
Work History
Talent Acquisition Manager & People Services Specialist
itelCX
Georgetown
10.2022 - Current
- As a People Services Specialist and Talent Management & HR Strategist, I have had the privilege of collaborating with world-renowned brands such as Hilton, Harry & David, Kroger, Office Depot, Anyone Home, Walmart, ActivEngage, Grand & Toy, LivePerson, Altice, and Bed Bath & Beyond
- My passion for fostering dynamic work environments and unlocking potential has driven me to develop comprehensive talent management strategies that enhance performance, engagement, and retention
- I specialize in designing and implementing end-to-end people solutions, from sourcing top talent to creating meaningful onboarding experiences that cultivate success from day one
- With a focus on career development, I work closely with leadership teams to craft individualized development plans, ensuring that employees not only meet but exceed their professional goals
- Through coaching, I empower individuals to refine their skills, build confidence, and navigate their career paths effectively
- In my role, I leverage a wide range of HR expertise, including recruitment strategy, employee relations, learning & development, and diversity, equity, and inclusion initiatives
- My ability to balance strategic oversight with hands-on problem-solving has helped organizations attract, develop, and retain top-tier talent
- I focus on creating a strong employer brand and a culture of continuous growth and innovation
- Full-cycle recruitment management, including talent sourcing, interviewing, and placement for high-volume and niche roles across various industries
- Development of customized onboarding programs that accelerate time-to-productivity and increase employee retention
- Strategic workforce planning to identify and bridge talent gaps
- Creation of career path development frameworks and mentorship programs to ensure long-term employee growth
- Performance management and employee engagement initiatives that drive results and create sustainable business success
Remote Logistics Coordinator
XPO
Greenwich
08.2023 - 08.2024
- As a Remote Logistics Coordinator at XPO Logistics, I am responsible for managing and optimizing logistics operations to ensure the smooth and efficient movement of goods
- My role involves a range of duties aimed at enhancing operational efficiency and maintaining high service levels
- Coordinate and Manage Logistics Operations
- Monitor Inventory Levels
- Schedule and Track Shipments
- Liaise with Suppliers and Carriers
- Manage Documentation
- Optimize Logistics Processes
- Resolve Issues and Handle Inquiries
- Maintain Records and Reports
- Ensure Compliance
- Collaborate with Internal Teams
- Utilize Technology and Tools
Senior Talent Acquisition Specialist
Bayard Advertising Agency (now Appcast)
New York
12.2022 - 10.2023
- As a Senior Recruiter, I managed full-cycle recruitment for diverse industries, including customer service, healthcare, retail, and energy, with notable clients such as Teleperformance, Wellpath, Whole Foods Market, Hudson, and Suburban Propane
- My responsibilities included sourcing, interviewing, and placing top candidates in roles ranging from customer service specialists to management positions
- I specialized in talent management, customer success, and ensuring that hiring goals were aligned with the company's strategic objectives
- Additionally, I maintained a strong focus on creating a positive candidate experience and fostering relationships with hiring managers to meet recruitment needs effectively
Professional Freelancer
Upwork
Santa Clara and San Francisco
01.2022 - 08.2023
- Roles: Virtual Assistant, Resume Writer, HR Consultant, Digital Marketing Specialist, Content Writer, Project Manager, Market Research Analyst, Customer Service Representative, Onboarding Specialist, Customer Success Operations Specialist
Senior Human Resources Recruiter
Qualfon
Providence
12.2021 - 12.2022
- As a Recruiter at Qualfon, I specialized in sourcing, screening, and placing top talent for diverse clients, including 1-800 Flowers, Zulily, Amazon, FlexShopper, Frontdoor, ezCater, and CenturyLink
- I managed full-cycle recruitment processes, from developing job descriptions and conducting interviews to negotiating offers and onboarding new hires
- My role involved building strong client relationships, understanding their hiring needs, and delivering exceptional recruitment solutions to support their staffing goals and business success
Senior Account Management & Development Officer
itelCX
Georgetown
12.2020 - 12.2021
- In this senior leadership role, I led strategic training and development programs for account teams, focusing on advanced skill enhancement and performance optimization
- I designed high-impact training initiatives, mentored senior staff, and implemented comprehensive development strategies to drive team excellence
- My responsibilities included overseeing training operations, evaluating effectiveness, and aligning development efforts with organizational goals to ensure superior account management and team success
Account Trainer and Development Officer
itelCX
Georgetown
06.2019 - 12.2020
- In this leadership role, I spearheaded training and development initiatives for accounts teams, focusing on enhancing skills and performance
- I designed and delivered tailored training programs, assessed development needs, and implemented strategies to drive team growth and success
- My responsibilities included leading workshops, mentoring staff, and optimizing training processes to ensure high standards and effective account management
Senior Operations Supervisor/Acting Manager on Duty
itelCX
Georgetown
01.2019 - 06.2019
- As a Senior Operations Supervisor, I managed the day-to-day operations of the contact center, overseeing a team of supervisors and agents
- I was responsible for ensuring that operational goals were met, implementing strategies to improve efficiency, and handling complex customer issues
- My role included performance management, team development, and coordinating with other departments to streamline processes
Operations Supervisor
itelCX
Georgetown
01.2018 - 01.2019
- In the Operations Supervisor role, I supervised a team of customer service representatives, focusing on optimizing workflow and meeting service targets
- I provided guidance and support to agents, monitored performance metrics, and implemented process improvements
- My responsibilities also included managing shift schedules and resolving escalated customer complaints
- Promoted to Senior Supervisor
Quality Analyst and Customer Experience Auditor
itelCX
Georgetown
08.2018 - 12.2018
- As a Quality Analyst and Customer Experience Auditor, I was tasked with evaluating customer interactions and service quality
- I conducted audits to ensure compliance with company standards and identified areas for improvement
- My role involved analyzing performance data, providing feedback to enhance service delivery, and developing strategies to improve the overall customer experience
- I was then promoted to Operations Supervisor
Cargo Coordinator
Laparkan Air & Ocean Shipping ,International Division
Georgetown
12.2017 - 08.2018
- Managed the logistics of cargo handling, including planning, scheduling, and tracking shipments to ensure efficient and accurate delivery
Social Media Manager
Renaissance Marketing Group
Georgetown
12.2016 - 12.2017
- I am responsible for developing and executing social media strategies to enhance brand visibility and engagement
- My duties include: Content Creation: Crafting engaging and relevant content for various social media platforms, including text, images, videos, and infographics, tailored to the target audience and brand voice
- Social Media Management: Managing and optimizing social media profiles, scheduling posts, and ensuring consistent brand messaging across platforms
- Campaign Development: Designing and implementing social media campaigns to drive traffic, generate leads, and increase brand awareness
- Analytics & Reporting: Monitoring social media performance metrics, analyzing data to assess the effectiveness of campaigns, and providing actionable insights to improve engagement and reach
- Audience Engagement: Interacting with followers, responding to comments and messages, and fostering community engagement to build strong relationships with the audience
- Trend Analysis: Staying updated on industry trends and emerging social media tools to ensure the strategies remain innovative and effective
Logistics Coordinator and Events Manager
Pulse Entertainment
Georgetown
08.2015 - 12.2016
- Company Overview: Pulse Entertainment is a dynamic company specializing in delivering high-energy, engaging entertainment experiences
- Pulse Entertainment is a dynamic company specializing in delivering high-energy, engaging entertainment experiences
Judge Registrar
The Supreme Court of Judicature - High Court
Georgetown
08.2014 - 08.2015
- As a Judge Registrar at the High Court, I managed a blend of administrative and personal assistance duties
- My responsibilities included overseeing court documentation, preparing case files, scheduling hearings, and coordinating legal correspondence
- I assisted judges with legal research, drafting rulings, and managing their calendars
- Additionally, I handled inquiries, maintained confidential records, and facilitated communication between judges, attorneys, and court staff to ensure the efficient operation of the court
- My role demanded high attention to detail, organizational skills, and discretion in handling sensitive legal matters
Registry Clerk
The Deeds and Commercial Registry
Georgetown
08.2013 - 08.2014
- As a Registry Clerk, I managed a range of tasks related to business and property documentation
- My duties included: Business & Company Registration: Processing and recording new business and company registrations, ensuring compliance with legal requirements and maintaining accurate records
- Transport Creation: Handling the registration and documentation of transport vehicles, including processing ownership transfers and related paperwork
- Deeds Creation: Drafting and registering property deeds, including transfers, leases, and other property-related documents
- Power of Attorney: Preparing and registering powers of attorney, ensuring all legal formalities are met for the authorization of representatives
- Gifts of Deeds: Managing the documentation and registration of deeds given as gifts, including compliance with relevant laws and regulations
- Mortgages: Processing and recording mortgage agreements, including verifying and maintaining accurate records of mortgage documents and transactions
- In this role, I ensured that all records were accurately maintained, processed efficiently, and complied with relevant legal standards
Education
Bachelor of International management - Business Administration and Management, General
IU International University of Applied Sciences
08.2026
Diploma - Business Administration
Alison
09-2024
Diploma - Human Resources (HR)
Alison
09-2024
Certificate - Mastering Supply Chain And Logistics Management
Alison
09-2024
Certificate - Oil And Gas Industry Operations And Markets
Duke University
Nicholas School Of The Environment 09-2024
Certificate - Oil And Gas Management- Health & Safety
Alison
09-2024
Certificate - Politics And Economics of International Energy
Sciences PO
09-2024
Certificate - Supply Chain Principles
Georgia Institute of Technology
09-2024
Certificate - The Manager's Toolkit: Guide To Managing People
University of London
09-2024
Certificate - Administrative Human Resources
SHRM-Society For Human Resource Management
04-2023
Certificate - Building Rapport With Customers
National Association of State Boards OfAccountancy
04-2023
Certificate - Customer Service Foundations
Project Management Institute
04-2023
Certificate - Customer Service- Problem Solving
National Association of State Boards OfAccountancy
04-2023
Certificate - Human Resources Foundations
SHRM-Society For Human Resource Management
04-2023
Certificate - HR:Onboarding
SHRM-Society For Human Resource Management
04-2023
Certificate - Introduction To Employee Relations
SHRM-Society For Human Resource Management
04-2023
Certificate - Operations Management Foundation
Project Management Institute
04-2023
Certificate - Recruiting Foundations
SHRM-Society For Human Resource Management
04-2023
Certificate - Six Sigma Green Belt
International Institute of Business Analysis™IIBA
04-2023
Certificate - Strategic HR
SHRM-Society For Human Resource Management
04-2023
Certificate - Talent Management
SHRM-Society For Human Resource Management
04-2023
Certificate - Talent Sourcing
SHRM-Society For Human Resource Management
04-2023
Certificate - Business Management Essentials
Management & Strategy Institute
03-2023
Certificate - Digital Marketing Fundamentals
SMstudy
03-2023
Certificate - Six Sigma White Belt
Management &Strategy Institute
03-2023
Certificate - Six Sigma Yellow Belt
6sigmastudy
03-2023
Certificate - Marketing Strategy Fundamentals
SMstudy
03-2023
Certificate - Misinformation & Disinformation
Management & Strategy Institute
01-2023
Certificate - Project Management Essentials
Management & Strategy Institute
03-2023
Certificate - SCRUM Fundamentals
SCRUMstudy
03-2023
Certificate - English Test
EF Standard English Test
03-2023
Certificate - Diversity, Equity & Inclusion
Traliant (Kantola)
02-2023
Certificate - Harassment Prevention
Traliant(Kantola)
02-2023
Certificate - Interview And Resume Writing Skills
Oyster Academy
09-2022
Certificate - Introduction To Psychology
Yale University
12-2020
University of California - Budgeting & Scheduling Projects
University of California
10-2020
Certificate - Initiating & Planning Projects
Budgeting & Scheduling Projects
10-2020
Managing Project Risks & Changes -
University of California
10-2020
11 Subjects CSEC - Social Sciences
Queens College
07-2013
Skills
- Talent Management
- HR Operations
- Customer Success
- Digital Marketing
- Quality Assurance
- Learning & Development
- Operations & Project Management
- Scrum & Lean Six Sigma
- Logistics & Cargo Management
- Portfolio review
- Social Media Recruiting
- Interviewing techniques
- Managed client contracts
- Building partnerships
- Data-driven decision-making
- Candidate Sourcing
- Applicant Tracking Systems
- Labor negotiations
- Leadership Development
- Staff Management
- Program Analysis
- Compliance
- Confidential Document Control
- Employee Development
- Operations Management
- Employment Record Verification
- Succession Planning
- Corrective Action Planning
- Human Capital Management
- Employee Handbook Development
- Organizational Development
- Compensation Structuring
- Payroll Management
- Budget Administration
- Management Support
- Dispute Mediation
- Employee Relations
- Benefits Administration
- Executive Recruiting
- Compensation and benefits
- Active Listening
- Performance Metrics
- Multitasking
- Administering Disciplinary Procedures
- Employee Engagement Strategies
- ADP Workforce Now
- Improving Organizational Standards
- Forecasting Employment Needs
- Decision-Making
- Health and Safety Programs
- Relationship Building
- Employee Relations Oversight
- Time Management
- Performance Management
- Personnel Recruitment
- Labor Relations Coordination
- Team Collaboration
- Employee Referral Programs
- Continuous Improvement
- Training Needs Analysis
- Problem-solving aptitude
- Negotiation Tactics
- Leadership Training and Development
- Teamwork and Collaboration
- Training development
- Excellent Communication
- Cross-Functional Collaboration
- Performance Management Systems
- Company Leadership
- Professionalism
- Performance Optimization
- Problem-Solving
- Personnel information systems
- Human Resources Allocation
- Accident Investigations
- Recruitment and hiring
- HRIS technologies
- Professional Demeanor
- Self Motivation
- Union Negotiations
- Interpersonal Skills
- Inventory Control
- Shipment Tracking
- Purchase Orders
- Supply Chain Operations
- Reports Generation
- Contract Negotiation
- Driver Scheduling
- Computer-Based Inventory System
- Warehousing Processes
- Expense Management
- Transportation Management
- Emergency Readiness
- OSHA Compliance
- Delivery Tickets
- Company Procedure Adherence
- [Software] expertise
- Shipment Coordination
- Efficiency Improvement
- Warehouse Management
- Punctual and Dependable
- Quality Control Analysis
- Items Inspection
- Sales Support
- Global logistics
- Coaching and Mentoring
- Process Optimization
- Transportation Planning
- Cost Control
- Customer Service
- Inventory Management
- Logistics Analysis
- Demand forecasting
- Analytical Thinking
- Budget Preparation
- Stress Management
- Motivational Leadership
- Fleet Management
- Spreadsheet tracking
- Cost-reduction strategies
- Communication
- Project Assignments
- Materials Handling
- Shipping procedures
- Client Relations
- Scheduling Coordination
- Route Optimization
- 3PL and LTL knowledge
- Operational Efficiency
- Invoicing and shipping documentation
- Business Administration
- Strategic Planning
- Policy Implementation
- Workforce Management
- Business Development
- Expense Tracking
- Contract Management
- Staff Development
- Financial Management
- Marketing
- Customer Relationship Management (CRM)
- Negotiation
- Salesforce Management
- Project Management
- Lead Generation
- Brand Management
- Schedule Preparation
- Team Leadership
- Cross-functional team management
- Product Management
- Sales Techniques
- Key Performance Indicators
- Staff Training and Development
- Innovation management
- Verbal and written communication
- Complex Problem-Solving
- Sales management
- Budget Control
- Performance Evaluations
- Business Planning
Timeline
Remote Logistics Coordinator
XPO
08.2023 - 08.2024
Senior Talent Acquisition Specialist
Bayard Advertising Agency (now Appcast)
12.2022 - 10.2023
Talent Acquisition Manager & People Services Specialist
itelCX
10.2022 - Current
Professional Freelancer
Upwork
01.2022 - 08.2023
Senior Human Resources Recruiter
Qualfon
12.2021 - 12.2022
Senior Account Management & Development Officer
itelCX
12.2020 - 12.2021
Account Trainer and Development Officer
itelCX
06.2019 - 12.2020
Senior Operations Supervisor/Acting Manager on Duty
itelCX
01.2019 - 06.2019
Quality Analyst and Customer Experience Auditor
itelCX
08.2018 - 12.2018
Operations Supervisor
itelCX
01.2018 - 01.2019
Cargo Coordinator
Laparkan Air & Ocean Shipping ,International Division
12.2017 - 08.2018
Social Media Manager
Renaissance Marketing Group
12.2016 - 12.2017
Logistics Coordinator and Events Manager
Pulse Entertainment
08.2015 - 12.2016
Judge Registrar
The Supreme Court of Judicature - High Court
08.2014 - 08.2015
Registry Clerk
The Deeds and Commercial Registry
08.2013 - 08.2014
Bachelor of International management - Business Administration and Management, General
IU International University of Applied Sciences
Diploma - Business Administration
Alison
Diploma - Human Resources (HR)
Alison
Certificate - Mastering Supply Chain And Logistics Management
Alison
Certificate - Oil And Gas Industry Operations And Markets
Duke University
Certificate - Oil And Gas Management- Health & Safety
Alison
Certificate - Politics And Economics of International Energy
Sciences PO
Certificate - Supply Chain Principles
Georgia Institute of Technology
Certificate - The Manager's Toolkit: Guide To Managing People
University of London
Certificate - Administrative Human Resources
SHRM-Society For Human Resource Management
Certificate - Building Rapport With Customers
National Association of State Boards OfAccountancy
Certificate - Customer Service Foundations
Project Management Institute
Certificate - Customer Service- Problem Solving
National Association of State Boards OfAccountancy
Certificate - Human Resources Foundations
SHRM-Society For Human Resource Management
Certificate - HR:Onboarding
SHRM-Society For Human Resource Management
Certificate - Introduction To Employee Relations
SHRM-Society For Human Resource Management
Certificate - Operations Management Foundation
Project Management Institute
Certificate - Recruiting Foundations
SHRM-Society For Human Resource Management
Certificate - Six Sigma Green Belt
International Institute of Business Analysis™IIBA
Certificate - Strategic HR
SHRM-Society For Human Resource Management
Certificate - Talent Management
SHRM-Society For Human Resource Management
Certificate - Talent Sourcing
SHRM-Society For Human Resource Management
Certificate - Business Management Essentials
Management & Strategy Institute
Certificate - Digital Marketing Fundamentals
SMstudy
Certificate - Six Sigma White Belt
Management &Strategy Institute
Certificate - Six Sigma Yellow Belt
6sigmastudy
Certificate - Marketing Strategy Fundamentals
SMstudy
Certificate - Misinformation & Disinformation
Management & Strategy Institute
Certificate - Project Management Essentials
Management & Strategy Institute
Certificate - SCRUM Fundamentals
SCRUMstudy
Certificate - English Test
EF Standard English Test
Certificate - Diversity, Equity & Inclusion
Traliant (Kantola)
Certificate - Harassment Prevention
Traliant(Kantola)
Certificate - Interview And Resume Writing Skills
Oyster Academy
Certificate - Introduction To Psychology
Yale University
University of California - Budgeting & Scheduling Projects
University of California
Certificate - Initiating & Planning Projects
Budgeting & Scheduling Projects
Managing Project Risks & Changes -
University of California
11 Subjects CSEC - Social Sciences
Queens College
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Work Availability
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References
References available upon request.
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