• Full Cycle Recruiting for Agent Work at Home Roles.• Sourcing, Interviews, Pre-Screen, Reporting.

• Lead the entire training department team with administrative and escalated processes. • Manage the transition call taking period for newly hired employees. Including coaching, development and metric review. Included in recruiting and hiring of new employees, including full-cycle recruiting.• Interview new employees with behavioral question techniques to ensure ROI.• Ensure that I pass new hire employees from training that will benefit our business and customers.• Provide continuous motivation and support for our new hire employees and current employees.• Complete daily and weekly reporting.• Support virtual trainers daily.• Successfully on-board and off-board new hire classes to our client to activate core tools and learning tools for our new hire employees.• Supervises all activities associated with Call Center Operations, including implementing policies and procedures on systems.• Enforces and implements performance and service standards.• Implements process and/or operational improvements to enhance efficiency and effectiveness of operations.• Ensures productivity meets and/or exceeds service and quality standards.• Measures service levels and tracking systems for program improvement.• Provides guidance, leadership, and motivation to promote maximum performance.• Administers company personnel policies in all areas and follows company staffing standards and training recommendations.• Maintains adherence in areas such as attendance, punctuality, use of time-off, etc.• Motivates and inspires team members to improve behaviors that lead to exceptional customer services.• Work with Senior Management to develop and implement sales strategies to drive improved sales performance.• Assess and evaluate current team competencies to develop a baseline of service opportunities. • Assists in training new employees and ensuring ongoing training is effective.

• Lead the staffing call for Pittsburgh on a weekly basis.• Creatively and cost-effectively source candidates for teaching, administrative and corporate positions.• Complete full life cycle recruiting (sourcing, phone interviews, on-site interviews, negotiation, offer letters and on-boarding paperwork).• Handle new hire paperwork with the candidate, including I-9, W-4 and background checks.• Attend local job fairs to source quality candidates by partnering with local colleges and organizations.• Ensure all newly hired candidates are briefed on next steps in a timely manner.• Keep open communication with all candidates with appropriate follow-ups.• Strategize and implement position specific recruitment campaigns, with the intent to build strong candidate pipelines.• Screen applicant resumes, applications, perform phone and in-person interviews for candidate referrals to management.• Talent Acquisition reporting as needed.• On-site events for source building including open interviews, information sessions and more.• Utilize social media as a way to source the best candidates.• Partner with the Hiring Managers for placement of highly skilled Early Childhood Education professionals.• Follow up with candidates on their 30, 60 and 90 day milestone in their new position.

• Open new stores and travel to existing stores in the US to resolve any operational and hiring issues. Hire employees for all new stores within a designated region• Organize and attend job fairs for new stores that open within the next 30 days.• Point of contact for all Human Resources issues for specific regions.• Entered new employees into ADP, wage garnishments, completed ADP payroll runs, manual check requests, escalated check requests, time card auditing, time card reporting and end-of-year financial reporting. • Complete and review all electronic paperwork for employees (I-9, W-4, Local County/Municipality Tax Form, Background Checks, Drug Screens, e-Verify, EEOC and internal paperwork.• Tracked ADAAA requests nationally and regionally for management employees• Hire, Terminate, Discipline, Coach and Develop all employees.• Complete human resources tasks for all hired staff and continue to be the point of contact for new employees.• Source employees for new and existing renovation stores by using techniques such as Monster, LinkedIn and our applicant tracking system. • Complete and process payroll for all management and hourly staff using Kronos and ADP

• Subject Matter Expert (SME) for the project.• Coach, develop, and supervise 16-23 Customer Service Representatives.• Review and approve daily time-keeping to ensure accuracy of financial reports and payroll• Run reports, analyze trends, and monitor daily operations to ensure exceptional individual/team performance. Hold agents accountable for performance.• Meet with direct reports on a weekly basis to communicate feedback, coach and develop skill sets, review performance on KPIs, create action plans, and promote incremental improvement• Ensure customer needs are handled appropriately and effectively by completing call evaluations, monitoring case log of cases to be completed.• Regularly attend calibrations and ensure expert proficiency with company and client quality guidelines• Partner with supporting business units (Human Resources, Program Management, Quality, Training, Workforce Management, etc.) to ensure attainment of company and client goals.• Work with Convergys Instructional Designers to create training material for the project.• Created and currently manage the client SharePoint site for agents and staff. • Utilize tools such as CMS, IEX, eCoaching, and iMDS to complete daily job duties.• Utilize WorkDay to process terminations, reviews, personal information changes and manage metrics on a daily basis.• Managed SharePoint that contained agent tools.----CONVERGYS CERTIFICATIONS/RECOGNITION-----Convergys Leaders as Coaches - Session 1 (January 2013)-Convergys Training 101 - Virtual (January 2013)-Convergys VC101 & VC201- Virtual (January 2013)-Client Certification - Virtual Classroom (January 2013)-Convergys F.A.S.T. Sales Certification (March 2013)-Highest Graduation Rate Certificate (May 2014)-Highest Net Throughput for Agents Certificate (July 2014)-Convergys Leaders as Coaches - Session 2 (August 2014)-Completion of Team Leader Certification Program (September 2014)

• Dual Role supporting the Talent Acquisition department during ramping periods for a large virtual communications client.• Work within Taleo ATS to call potential candidates to help them with their ISP/PC testing.• Work within Taleo ATS to change status of the applicant based on the step they are eligible for next.• Assist with placing calls to follow-up on potential candidates on applications that are incomplete.• Interview candidates using behavioral questioning techniques.• Make offer of employment (Hire, Disqualify, Withdraw, Extra Review Needed)• Partner with Talent Acquisition Manager to assist in all areas as needed.• Took ownership on any reporting as needed.• Hired virtual agents, and management staff as needed.• Followed up with operations to ensure employee satisfaction and employee performance.• Completed daily reporting of applicant status.

• Coach, develop, and supervise 16-21 Customer Account Executives.• Review and approve daily time-keeping to ensure accuracy of financial reports and payroll• Run reports, analyze trends, and monitor daily operations to ensure exceptional individual and team performance• Hold agents accountable for their performance and partner with them to ensure their success with the company• Meet with direct reports on a weekly basis to communicate feedback, coach and develop skill sets, review performance on KPIs, create action plans, and promote incremental improvement• Ensure customer needs are handled appropriately and effectively by completing call evaluations, monitoring customer satisfaction surveys, and completing customer call backs as requested• Regularly attend internal and client calibrations and ensure expert proficiency with company and client quality guidelines• Partner with supporting business units (Human Resources, Program Management, Quality, Training, Workforce Management, etc.) to ensure attainment of company and client goals.• Involved on the Employee Engagement Team.----CONVERGYS CERTIFICATIONS/RECOGNITION-----Convergys Leaders as Coaches - Session 1 (January 2013)-Convergys Training 101 - Virtual (January 2013)-Convergys VC101 & VC201 - Virtual (January 2013)-Client Certification - Virtual Classroom (January 2013)-Convergys F.A.S.T. Sales Certification (March 2013)-Client Certification - Traveled to Greensboro, North Carolina (August 2013)-Highest Graduation Rate Certificate (May 2014)-Highest Net Throughput for Agents Certificate (July 2014)-Convergys Leaders as Coaches - Session 2 (August 2014)-Completion of Team Leader Certification Program (September 2014)

• Ran daily and weekly reports to ensure trainer efficiency goals were met.• Trained employees in different learning styles such as Visual/Auditory/Kinesthetic using Experiential training methods.• Applied progressive teaching principles to a class of 25 students and improved test scores.• Developed and implemented interesting and interactive learning mediums• Took charge of job aids for the project for both training and production staff.• Parterned with Operations to ensure agent productivity and performance was upheld after training during the 30, 60 and 90-day agent lifecycle.• Facilitated up trainings for the site • Created job aids for training as well as production agents• Trained Staff Members on new processes for our client• Coached agents during transition (phone taking) periods.----CONVERGYS CERTIFICATIONS/RECOGNITION-----Convergys Leaders as Coaches - Session 1 (January 2013)-Convergys Training 101 - Virtual (January 2013)-Convergys VC101 & VC201 - Virtual (January 2013)-Client Certification - Virtual Classroom (January 2013)-Convergys F.A.S.T. Sales Certification (March 2013)-Client Certification - Traveled to Greensboro, North Carolina (August 2013)-Highest Graduation Rate Certificate (May 2014)-Highest Net Throughput for Agents Certificate (July 2014)-Convergys Leaders as Coaches - Session 2 (August 2014)-Completion of Team Leader Certification Program (September 2014)

• Monitor call volume and agent activities (after call work, breaks, coaching, etc.) to ensure correct usage of scheduled offline time• Monitor real-time adherence and agent schedules to ensure staffing remains at an appropriate level each interval• Coordinate staffing of new hires with the training department and floor leaders in order to maintain service level requirements to the client• Assist new hires and tenured staff with technical aspects of troubleshooting and system usage• Provide coaching appropriate to both new hires and tenured agents to ensure client KPIs are met or exceeded• Write and deliver agent performance reports to Team Leaders through email and internal chat messaging.• Develop and maintain coaching spreadsheets, coaching presentations, and a web-based intranet site for training and transition• Assist Team Leaders with retrieval of various performance metrics from reporting databases and maintain spreadsheets accordingly• Discuss questions or concerns of new hire agents during daily debriefs• Regularly attend calibrations and ensure expert proficiency with company and client quality guidelines

• Handle inbound customer calls regarding wireless service (billing, upgrades, payments, payment arrangements, bill disputes, equipment changes, SMS charges).• Operate production tools and systems to troubleshoot, upgrade/downgrade services, position sales, and schedule technical appointments.• Deliver superior customer service while meeting or exceeding client contractual performance metrics.• De-escalate customers that were upset and came to a resolution in a timely manner that was both in line with company goals as well as customer satisfaction.• Ensured first call resolution on all calls to reduce call backs and increase customer retention.• Assisted in chat to help resolve issues for agents in the resolution/escalation queues.----CONVERGYS CERTIFICATES-----Agent of the Month - (August 2012)-Perfect Attendance Award - (September 2012)-Perfect Attendance Award - (October 2012)-Perfect Attendance Award - (November 2012)-Perfect Attendance Award - (December 2012)

(Company was bought out and closed)• Directly involved in the business financials of the training/operations organization.• In charge of helping with the P&L statements for the business.• Reduced overhead cost by $43,700 in year one and $58,000 in year two.• Directed a call center site of 50+ representatives. • Delivered disciplinary action to employees up to and including separation of employment.• Improved employee morale and decreased attrition by 44% over a 2 year period.• Participated in the hiring process by pre-screening applicants.• Entered applicant information into iCIMS.• Leave of Absence and ADAAA tracking and implementation, case recording with denial or approvals.• Trained employees on union avoidance. I successfully avoided 1 event by being proactive.• Processed background checks electronically• Scheduled training classes after offer letter was signed by the applicant.• In charge of hiring for entire site.• Led meetings weekly on operations and HR issues within the organization.• Utilized WorkDay as an HR platform to approve terminations, suspensions and other HR tasks as needed.• Assisted with benefits administration including FMLA and LOA. Liasion between HR department and representatives.• Led the creation of the temporary work at home division. Hired Operations Managers, Team Managers and Agents to work virtually after training in our facility.• Trained managers and employees on processes related to WorkDay.----YAGO-MARK CERTIFICATES/RECOGNITION-----Reduced Attrition Award - (December 2005)-Increased Productivity Award - (Feburary 2005)-Avaya Certification - (March 2007)

(Company outsourced their HR Operations in September 2005)• Completed pre-screen interviews by telephone and in person, entered applicants into the HRIS system, tracked cost-per-hire, completed recruiting reports on a daily and weekly basis.• Completed the process to initiate background checks on new employees. • Processed new hire paperwork into the HRIS system.• Assisted the benefit team with case processing including leave of absences, dental, vision, health and 401k.• Verified results/disputes from I-9 and Background Checks.• Completed audits monthly to ensure compliance• Found new talent through social media and recruiting websites including but not limited to LinkedIn, Monster Jobs and Career Builder.• Sent offer letters to new applicants via Brassring ATS and Taleo ATS.• Performed yearly background checks for exempt employees.• Acted as the SME for custom built Taleo for current and future employees.• Completed monthly audits to ensure accurate paperwork was retained in our systems.• Assisted with new hire orientation of new exempt and non-exempt employees as needed.• Participated in focus groups of new and existing employees to gain insight into their recommendations for a smoother hiring process.• Approved terminations, suspension and performance improvement plans in accordance to existing policies.• Streamlined business processes for internal management and non-management staff.• Participated in investigations.• Leader of Unemployment Hearings. Won 21 out of 24 unemployment hearings.----SPRINT CERTIFICATES/RECOGNITION-----Brassring ATS Certification - (September 2002)-Lowest Cost-Per-Hire Award - (December 2002)-Taleo ATS Certification - (December 2004)