Misty Collins Email and Phone Number

* Assess Associate tasks against rigorous operational standards* Deliver assessments to associates as needed* Partner with management to align SOP's with associate training and the assessment process* Developed and maintained extensive monthly metric reporting to management* Completed continuing education for industry standards* Coordinated with offshore teams to ensure assessments were aligned with onshore protocols* Developed new assessment forms and processes for new software platforms

Same as Workforce Performance Advisor

* Hire, develop, coach, train, and evaluate staff* Coordinate daily work assignments and scheduling for an even distribution of work across multiple shifts to ensure key measures are met* Manage inbound and outbound phone metrics through advising, coaching, and monitoring* Brought order acceptance lead time down from 72+ hours to 24 hours* Created an exception report to proactively reduce billing errors and use as a coaching tools for staff* Strategic Partner with Account Managers, Customer Liaisons, and Quality Control to provide seamless execution for a diverse set of client expectations* Point of contact and solutions expert for escalated client issues* Wrote SOP's and bet practices for processing teams* Maintained compliance standards for multiple stake holders through adequate training, coaching, and reporting

* Client relations across multiple locations* Coaching, developing and managing on-site staff * Developing strategies for on-time delivery of internal goals and client expectations * Building a cohesive team across multiple locations* Partnering with multiple branch offices and client locations to increase head count and reduce turnover

Delivering personalized service based on the highest level of discretion, honesty, and integrity, focusing solely on four key industries:Oil & GasBankingInformation TechnologyEngineering

* Job description creation working directly with hiring managers* Expedited hiring process with thorough and diligent recruitment practices* Streamlined onboarding process to integrate new employees with the organizational culture* Initial development of internship program for key program areas* Partnered with Talent Management Sr. Team Leader to design, develop and deliver leadership training based on needs analysis of core weaknesses and strengths* Designed, developed, and delivered intermediate excel training for staff * Partnered with IT staff to create continuous systems training for staff

* Hired, developed, coached, trained, and evaluated Operations Support staff* Practiced and taught Continuous Improvement principals* Coordinated daily work assignments for an even distribution of work to ensure key measures were met* Successfully moved and sustained order entry production time from five business days to one* Managed staff in registration area for 50K+ National Convention* Developed root cause analysis on missed measures and worked with the Operations group to develop effective countermeasures* Module expert for Customers, Order Management, and Inventory PeopleSoft Modules* Wrote test scripts for PeopleSoft upgrades; tested new software, patches, and enhancements* Strategic partner with IT, Accounting, and other key departments for company-wide projects* Managed 3PL activities: customer service, order fill, returns, and inventory control* Maintained customer master file of over 150,000 customer records

* Helped test, implement, write SOP’s, and train staff on automation of internet order processing* Backfilled key positions: Guest Services, returns processing, in-house order processing, customer service, and invoicing for WLC* Worked with Operations Supervisor to test PeopleSoft software upgrades and enhancements* Helped coordinate annual physical inventory* Customer master file maintenance* Merchandise order processing via phone, fax, internet, and mail* Trained staff and temporaries on Convention registration processes

* Prioritized packing/shipping schedules based on workflow and customer demand* Ensured safety goals are met* Packaged/shipped according to specific customer requirements* Weekly cycle counts/reconciliation and yearly physical inventory

* Liaison between Finance and Maintenance departments* Ran cycle counts/reconciliation for ten maintenance facilities* Traveled to maintenance facilities to manage physical inventories and reconciliation* Reconciled monthly consumable/expendable and rotable inventory to the GL* Recorded and maintained records for sale of obsolete parts, engines, and aircraft* Maintained the integrity of average costing* Reporting for monthly meetings and yearly audits