Ayla Pollock
East Moline,IL
Summary
To find a job in a professional setting that allows my learning abilities to grow. Recent graduate with excellent research, technical, and problem-solving skills. Detail-oriented and able to learn new concepts quickly. Responsible and motivated individual ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills.
Overview
10
10
years of professional experience
Work History
Human Resource Specialist
Civilian Human Resources Agency
Rock Island, IL
08.2024 - Current
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Ensured compliance with federal, state, and local labor laws through regular audits and policy updates.
- Collaborated with department managers to identify staffing needs and create strategic recruiting plans.
- Developed and maintained relationships with external recruitment agencies to expand candidate pools for hard-to-fill positions, ultimately leading to successful hires.
- Enhanced internal communication strategies, resulting in improved information flow across departments.
- Collaborated with department heads to identify staffing needs and strategize recruitment efforts.
- Oversaw compliance with labor laws and regulations, minimizing risk of legal issues.
- Analyzed job roles and responsibilities to ensure alignment with organizational goals and employee capabilities.
- Implemented workforce planning techniques to adeptly match talent with task requirements.
- Assisted with writing job postings and job descriptions for boards.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
Contact Center Lead
IH Mississippi Valley Credit Union
Moline, IL
10.2023 - 08.2024
- Conducted regular performance reviews for all employees to ensure quality assurance standards were met.
- Resolved escalated member complaints quickly and professionally.
- Kept records of member interactions or transactions, thoroughly recording details of inquiries.
- Supported contact center team members to drive growth and development.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Provided timely feedback to agents regarding their performance and development needs.
- Developed and maintained customer service standards, practices, policies and procedures.
- Delivered constructive call process feedback.
Support Services Technician Lead
UnityPoint, Robert Young Center
Moline, IL
10.2022 - 10.2023
- Responsible for Support Service Techs in five different locations across Illinois and Iowa
- Assisted clients/patients with scheduling
- Responsible for schedules of the techs
- Handling higher level situations involving patients
- Problem solving with anything the Techs bring to me.
Aisles Online Manager
Hy-Vee
Moline, IL
02.2021 - 10.2022
- Responsible for running the online order department
- Shopping orders in a timely manner
- Making a schedule for 40+ employees in the department
- Handling customer complaints
- Making sure all orders are fulfilled on time.
- Monitored website analytics to identify trends and areas of improvement.
- Analyzed customer segmentation data to develop targeted promotional campaigns.
- Continuously sought ways to improve the overall user experience on our websites.
Assistant/Service Manager
Hy-Vee
Moline, IL
06.2018 - 01.2021
- Developed new processes to improve efficiency and effectiveness of services offered by the organization.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Monitored employee performance and provided feedback on areas needing improvement.
- Resolved escalated customer complaints in a timely manner while keeping customers informed throughout process.
- Assigned tasks to employees based on their skill level and experience.
- Handling customer complaints
- Guided department employees on changes from management.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Cashier/Customer Service Representative
Hy-Vee
Moline, IL
10.2015 - 06.2018
- Checked personal identifications during alcohol and tobacco sales.
- Scanned items and checked pricing on cash register for accuracy.
- Helped customers find specific products, answered questions, and offered product advice.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Processed returned merchandise by strictly following store return and exchange procedures.
- Counted and balanced cashier drawers.
- Answered customer questions and provided store information.
Courtesy Clerk
Hy-Vee
Moline, IL
06.2015 - 10.2015
- Ensured safety by monitoring the parking lot for any suspicious activity.
- Packaged or bagged purchases and assisted customers with in-vehicle loading.
- Demonstrated knowledge of store layout to assist customers in finding desired items quickly.
- Supported sales team members to drive growth and development.
- Carried out special orders requested by customers promptly and efficiently.
- Greeted customers and provided assistance in locating items.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Education
Bachelor of Science - Business Administration/Human Resources Management
Upper Iowa University
05-2024
Associates Degree -
Black Hawk College
12.2021
Moline High School
06.2017
Skills
- Staff Training and Development
- Document Management
- Report Writing
- Schedule Coordination
- Employee Motivation
- Customer Service
- Account Management
- Conflict Resolution
- Team Building Expertise
- Work Planning and Prioritization
- Multiple Priorities Management
- Exceptional communication
Timeline
Human Resource Specialist
Civilian Human Resources Agency
08.2024 - Current
Contact Center Lead
IH Mississippi Valley Credit Union
10.2023 - 08.2024
Support Services Technician Lead
UnityPoint, Robert Young Center
10.2022 - 10.2023
Aisles Online Manager
Hy-Vee
02.2021 - 10.2022
Assistant/Service Manager
Hy-Vee
06.2018 - 01.2021
Cashier/Customer Service Representative
Hy-Vee
10.2015 - 06.2018
Courtesy Clerk
Hy-Vee
06.2015 - 10.2015
Associates Degree -
Black Hawk College
Moline High School
Bachelor of Science - Business Administration/Human Resources Management
Upper Iowa University