April Pina
Phoenix,AZ
Summary
Motivated and driven individual with almost 10 years experience in strategic delivery focused on customer and consultant experience and satisfaction. Expert in in management and delivery in leading large national accounts with direct experience in performance reporting, cross-functional communication, employee development and process improvement. Can quickly pivot into new roles, analyze data and trends, and make positive changes to drive results.
Overview
10
10
years of professional experience
Work History
Contractor Care Manager
Allegis Group - Aston Carter/TEKsytems
2022.07 - Current
- Managed, developed, and support team of 8-13 Contractor Care and Manager Care Representatives including team leads
- Communicated performance expectations, provided feedback, and delivered quarterly performance reviews to all direct reports.
- Attended executive leadership meetings and developed and executed on strategies to align program objectives with business initiatives.
- Interfaced with current and potential clients providing critical program data to drive engagement with team..
- Communicated with peers by sharing program management “best practices” and providing accurate, thorough documentation on contract employees using enterprise level technology and tools.
- Oversee connected reporting for Cases and Voice of Customer, attrition and retention trends that are delivered to key stake holders and executive teams.
- Work directly with implementation teams on internal structure to best support customers needs.
- Helped create and implement training in partnership with global team leadership for our off shore, Canadian, and US team.
- Directly responsible for leading Navy Federal service team that supports over 1K consultants across multiple financial services.
- Over saw and implemented Pilot program or Manager Care Reps (MCR's) for Navy Federal and Royal Bank of Canada that focus on client needs and directly interface with management.
- Created and implemented satisfactions surveys for multiple clients based on evaluating trends seen to address areas of concerns in order to obtain client satisfaction.
- Played vital role implementing processes and initiatives that drove attrition rates down and maintained average of 6.5% total program for 2023
Contractor Care Representative
Allegis Group - Aerotek
2016.04 - 2022.07
- Single Point of contact for 250-300 contractors from hire to rehire. Resolving all issues and providing world class customer service to all contractors across 5 different financial services customers.
- Helped in training of 10-15 new Contractor Care Representatives.
- Obtained performance feedback from MSPs and client hiring managers to then provide all contractors monthly to ensure positive retention numbers.
- Worked closely with AGS MSP and key stakeholders to collaborate on service best practices to increase retention and win market share.
- Work closely with Program Managers on client objections and over all satisfaction by attending and speaking to consultant service portion during client QBR's.
- Upon assignment end dates worked diligently with contractors to identify and place them in another opportunity using their experiences, skills, and interests.
Onboarding Associate
Allegis Group - Aerotek
2014.09 - 2016.04
- Onboarded 50-150 new starts per month
- Responsible for back ground checks, drug screens, and 1-9's, orientation, and completion of all company and client documentations.
- Piloted and implemented Hireautomation online onboarding program.
- Reported all status updates to Delivery Executives and fulfillment teams in written communication and Redzone's daily
- Kept tracking system of all onboarding progress from offer to start that has developed into our current ACT
- Trained new onboarding associates
Education
Business Administration And Management
University of Arizona
Tucson, AZHigh School Diploma -
Dobson High School
Mesa, AZ05.2000
Skills
Training & Development
Problem Solving
Strategic Planning
Global Team Leadership
Microsoft Office Suite
CRM (Connected)
Customer Service & Support
Program/Client Management
Customer/Consultant Satisfaction
Voice of the Customer (VOC)
Executive Engagement
Trend Analysis
Timeline
Contractor Care Manager
Allegis Group - Aston Carter/TEKsytems
2022.07 - Current
Contractor Care Representative
Allegis Group - Aerotek
2016.04 - 2022.07
Onboarding Associate
Allegis Group - Aerotek
2014.09 - 2016.04
Business Administration And Management
University of Arizona
High School Diploma -
Dobson High School
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