Educate companies on various HR related components such as hiring, terminations, on-boarding, employee files, compliance, payroll, benefits and company handbook.

I was a Supervisor for the 2020 Census. I had a team of 25 employees that took incoming and outbound calls from all over the United States. My responsibilities included meeting daily service levels, hiring, terminations, quality standards, scheduling, performance issues, and taking care of all issues within the team structure.

Created and implemented orientation program which led to a 5% drop in employee churn.● Restructured recruiting efforts through the creation of an interview guide, application guide and recommended avenues for candidate recruitment; integrated online application process for easy accessibility by executive staff and applicants.● Selected and maintained all benefits for company which led to a 5% savings for employees.● Dealt with payroll issues● Created and managed all physical employee files.● Responsible for hiring, terminations and corrective action for employee base.● Helped create and maintain employee training database to ensure compliance standards were met.● Maintained and updated employee handbook.● Ensured compliance with Joint Commissions and DCF.● Revamped time off policy which helped drive down employee churn to 5%.● Responsible for updating company policies as needed.

Supports the organization’s mission and vision by effectively leading and managing 12 Operations Supervisors and 500 call center agents. ● Masterfully uses resources to answer over 20,000 inbound calls while meeting contracted service levels for Sprint nationally. ● Using reports to implement action plans ● Ensured teams time sheets were correct and finished before bi-weekly deadline. ● Closely evaluates performance results against budgeted expectations to identify deviations in performance. ● Establish and maintain credit lines for new and existing customers ● Perform detailed analysis of the financial position (using balance sheet and P&L) of each customer on a periodic basis, dictated by credit risk code.● Interacts with strategic levels of the organization and collaborates on strategic objectives and goals.● Accomplishments: Successfully launched hiring strategy; recruited over 200 agents in 3 months while maintaining turnover levels under 35%.● Mentored personnel in the areas of call center management, customer service, strategy and leadership.● Launched call center chat to leverage technology and to offset increased call volumes.● Created and managed Quality Assurance team to improve one call resolution, accuracy and address agent training needs.● Created departmental orientation program for new hires.