Jerri Bowles
Stephens City,VA
Summary
Motivated and dependable professional with years of expertise in fast-paced environment utilizing excellent Client Relations and Service Satisfaction. Highly valued and respected for expertise and keen insight in negotiating policy, developing and implementing strategic plans, and obtaining desired results. Proficient in job execution and proven track record of success in compliance, detail responsiveness, process improvement and leadership.
Overview
6
6
years of professional experience
Work History
Recruiting Coordinator
Proactive Talent
01.2022 - 10.2022
- Operated and maintained applicant tracking and candidate management systems.
- Coordinated incoming job requisitions and applications using the Greenhouse ATS.
- Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
- Serve as primary point-of-contact for Proactive Talent throughout the interview process and ensure that each candidate has a high-touch, positive interview experience.
- Collaborate with Talent Partner to build talent pools to align resources to clients quickly and efficiently.
- Supported internal recruiting team by overseeing candidate interview coordination needs (video, phone, virtual, on-site, and job-related assessments).
- Prioritize timely and error-free scheduling of interviews, “get to know you” calls, and hiring manager debriefs for multiple timezones while continually prioritizing workload based on urgency.
- Provide detailed communication to candidates and internal team members related to interviews.
- Serve as primary point-of-contact for (virtual) on-site to ensure things ran smoothly for candidates and interviewers.
- Communicate with hiring managers about interview scheduling and gathering interview feedback in BambooHR.
- Assist with onboarding and offboarding activities for all employees and staff, such as welcome emails, Slack announcements, systems access, training, etc.
Talent Acquisition Coordinator
Kelly Services
10.2021 - 01.2022
- Created and drove talent acquisition and job placement strategies to attract 10+ diverse candidates per. day.
- Identified and created recruitment and administrative performance metrics and data to analyze trends, drive change and assess progress.
- Developed communication and marketing plan and leveraged talent acquisition tools, resources, and campaigns to source and attract top talent.
- Evaluated resumes, scheduled interviews, and presented qualified candidates to hiring managers.
- Solicited feedback to refine recruiting strategy.
Tech Support Training Lead
Kelly Connect
03.2021 - 09.2021
- Evaluated training needs to improve training quality.
- Developed and improved training courses to increase staff performance and overall training effectiveness.
- Tracked KPIs and created continuous improvement plans.
- Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
- Assessed staff performance and training effectiveness, capitalizing on opportunities to develop new training programs and improve existing courses.
- Provided virtual training and online presentations.
- Arranged meeting spaces and supporting materials for each class.
- Oversaw day-to-day functions of training department.
- Trained and oriented 20-30 new Advisors per class over a 3-week timeframe for long-term success.
Team Manager/ Team Lead
KellyConnect
01.2019 - 03.2021
- Supported operations and oversaw up to 15 Advisors
- Managed the team to perform within deadlines and goals while also meeting quality control requirements and sustaining high customer satisfaction
- Evaluated employee performance on a monthly basis and coached and trained accordingly increasing the quality of work and employee motivation. Reviewed statistics on a daily basis and provided constructive feedback, which resulted in becoming a better-performing team.
- Monitored incoming calls and provided feedback to all new and current associates to improve the quality of service.
- Led employee relations through effective communication, coaching, training, and development.
- Facilitated Team Manager calibration meetings, ensuring consistent alignment of customer contact quality measurements
- Identified and corrected advisor's deficient performance and behaviors, achieving maximum productivity
- Drove the performance of staff by creating incentives and a positive work atmosphere and administering recognition and rewards programs.
- Analyzed and resolved escalated customer questions, concerns, or problems requiring experience or knowledge beyond individual associates' scope of responsibility.
Quality Analyst
Kelly Connect
08.2018 - 01.2019
- Responsible for building and maintaining a positive and professional working relationship with all other departments in the organization
- Monitored 50+ phone calls, chats, and emails received to ensure adherence to Quality.
- Compliance and Customer Treatment.
- Exported data to create weekly quality reports including customer care representative's progress, quality trends, and training.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation.
- Worked with grouped Supervisors/Team Leads to develop Advisor's performance and to create action plans for improving quality scores.
- Coached and mentored new Representatives until an acceptable level of proficiency was achieved.
- Prepared monthly reports on Quality and Compliance for Team Leaders and Management.
- Provided accurate, consistent, and constructive performance feedback to Advisors and Team Leaders using weekly/bi-weekly NorthStars.
Chat Technical Support Advisor/Customer Service Representative
Kelly Connect
02.2017 - 08.2018
- Consistently implemented high quality standards, processes and procedures that will guarantee efficiency and align with department goals.
- Addressed, responded, delegated and provided resolution options for escalated issues insuring proper documentation.
- Monitored and evaluated chats and calls, case notes and email messages to ensure optimal performance.
- Maintained up-to-date knowledge of current and future hardware/software technical information in order to provide accurate information to Kelly Services/Apple customers.
- Maintained 2-3 Chats at a time during peak seasons.
- Provided the highest level of support and concern for each customer regarding their situations.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Data Entry Specialist
Remitco
03.2016 - 10.2016
- Kept track of received data and source documents, prepared and sorted documents, identified and interpreted data to be entered.
- Processed customer and account source documents by reviewing data for deficiencies and resolving discrepancies.
- Maintained data entry requirements by following company data program procedures
- Completed data entry tasks with accuracy and efficiency.
- Compiled data and reviewed information for accuracy prior to input.
- Verify customer and account data by reviewing, correcting, and eliminating duplication of data
- Responsible for multi-tasking multiple operational systems and analyzing client information throughout the data entry process to ensure attention to every detail is maintained
Education
Associate of Science - Health Sciences
Darton College
Albany, GA05.2016
High School Diploma -
Shaw High School
Columbus, GA06.2013
Skills
- Deliver training/coaching to affect performance
- Verbal and Written Communication
- Talent Acquisition
- Client Development
- SOP Adherence
- Attention to Detail
- Continuous Professional Improvement
- Call Documentation
- Responding to Difficult Customers
- Customer Account Management
- Calm and Professional Under Pressure
- Collaborative Team Player
- MS Office Expert
- Organization
- Professionalism
- Good Telephone, Chat, and Email Etiquette
Timeline
Recruiting Coordinator
Proactive Talent
01.2022 - 10.2022
Talent Acquisition Coordinator
Kelly Services
10.2021 - 01.2022
Tech Support Training Lead
Kelly Connect
03.2021 - 09.2021
Team Manager/ Team Lead
KellyConnect
01.2019 - 03.2021
Quality Analyst
Kelly Connect
08.2018 - 01.2019
Chat Technical Support Advisor/Customer Service Representative
Kelly Connect
02.2017 - 08.2018
Data Entry Specialist
Remitco
03.2016 - 10.2016
Associate of Science - Health Sciences
Darton College
High School Diploma -
Shaw High School
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