Jill holley
Williamsburg,OH
Summary
Strong and experienced leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Director of Talent Acquisition
RDI Corporation
06.2022 - Current
- Established consistent language and methodology for talent discussions, development, and succession.
- Built and led cross-functional hiring teams, driving high-volume staffing initiatives across multiple sites while strategically maintaining a leaner headcount, saving costs by optimizing resources.
- Analyzed recruiting metrics to share reports and recommendations with stakeholders.
- Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance.
- Fostered positive work environment through comprehensive employee relations program.
- Reduced recruitment costs by $10K+ annually by implementing platform-specific strategies, negotiating favorable terms with partners, and sharing resources across sites.
- Implemented process improvements within 5 months, streamlining recruitment operations and significantly enhancing the candidate experience.
- Boosted KPIs by 7-12%, including a 12% increase in graduation rates and a 19% reduction in 90-day attrition through improved strategies.
- Expanded brand visibility and engagement, increasing LinkedIn visitors by 21%, company followers by 398%, and Glassdoor reviews by 33%. These efforts led to a 287% rise in applications, allowing the company to outperform competitors by 20%.
- Delivered compliance and interview training for leadership teams, ensuring legal adherence and best practices, while mitigating hiring risks across the organization.
- Demonstrated decisive leadership in high-pressure situations, earning trust by guiding teams through challenges with resilience, fostering a culture of dedication and collaboration.
- Analyzed recruitment data to provide actionable insights to stakeholders using advanced analytics tools, driving data-driven decision-making.
- Enhanced applicant tracking systems, resulting in a 30% increase in candidate contact rates and improved recruiting efficiency.
- Developed performance metrics and reports, identifying recruitment trends and driving strategic changes.
- Improved communication between managers and staff, boosting workflows and job satisfaction across teams.
- Increased employee engagement through surveys, feedback-driven initiatives, and promoting talent mobility within the organization.
- Implemented strategies to drive employee satisfaction, retention, and engagement, contributing to organizational success.
- Recruited top talent, aligning hiring efforts with business goals and improving profitability through strategic workforce planning.
Senior Operations Manager
RDI Corporation
06.2017 - 06.2024
- Drove a 18% productivity boost in the U.S. and 13% in Mexico for remote teams of 300 by enhancing performance monitoring and launching motivational strategies.
- Strengthened client loyalty and trust by resolving complex issues swiftly, positioning myself as the go-to advisor for solutions and strategic recommendations.
- Cut employee turnover by 50% within one year by designing and executing innovative employee retention and loyalty programs, achieving industry-low attrition rates.
- Negotiated contracts and optimized expenditures, securing favorable terms and significantly reducing budget costs while maintaining operational efficiency.
- Optimized central fulfillment operations, improving productivity and cost management while enhancing overall team proficiency.
- Aligned resource allocation with business goals, driving targeted program execution and contributing to overall company success.
- Developed and implemented coaching strategies, empowering team members to consistently reach their full potential, resulting in continuous growth.
- Reduced operational risk by analyzing data trends to forecast performance, optimize processes, and make informed decisions.
- Set and achieved departmental goals in line with long-term company strategies, supporting the overall organizational vision and growth.
- Implemented process controls and metrics to streamline call center management, increasing team adherence to best practices and reducing inconsistencies.
- Trained teams on operational procedures and services, elevating efficiency and ensuring adherence to organizational standards.
- Led multi-project initiatives, ensuring timely execution and achieving key business milestones with successful results.
- Analyzed and reported on KPIs using data visualization tools, validating success and guiding strategic decisions for continued improvement.
- Developed high-performing leaders, fostering a positive work environment that nurtures engagement, motivation, and growth.
- Built and optimized performance monitoring processes, leading to continuous improvement across departments and enhancing overall operational outcomes.
- Secured long-term client accounts by delivering tailored strategies to enhance brand impact and communicate product value.
- Streamlined operations, driving increased office efficiency through targeted process improvements.
- Orchestrated key events and meetings for staff and clients, ensuring seamless execution and fostering collaboration.
- Produced executive-level reports and presentations, supporting high-level decision-making and strategic planning.
- Maintained primary accountability for client relationships, consistently maximizing profitability and ensuring client satisfaction.
Contact Center Supervisor
RDI Corporation
08.2013 - 06.2017
- Managed daily operations to meet targeted service levels, ensuring adherence to schedules and reducing average handle times for improved efficiency.
- Developed and executed contact strategies to streamline end-to-end processes, resulting in higher client satisfaction ratings and operational success.
- Led, coached, and mentored 3 teams comprising 60 agents, consistently surpassing individual and corporate goals.
- Directed performance to prioritize sales and productivity goals, fostering a high-performance culture.
- Increased efficiency and productivity by implementing targeted training programs on customer service protocols and call resolution techniques.
- Delivered performance coaching, identifying production gaps through Monthly Performance Plans to optimize team outcomes.
- Trained and coached sales teams on best practices, leading to a 22% increase in save rates and a 38% rise in cross-sells, while fostering long-term customer relationships.
- Monitored daily sales performance, offering actionable feedback and guidance to team members to enhance their results.
- Utilized exemplary de-escalation and negotiation skills to handle escalated customer issues with empathy, resulting in increased customer loyalty and retention.
- Facilitated team meetings to discuss challenges, successes, and strategies, promoting best practices among on-site and external personnel for cohesive efforts.
- Successfully handled peak contact volume by actively supporting calling work and maintaining a positive, upbeat demeanor.
- Set aggressive, motivating targets for employees to drive company success and enhance staff morale.
- Cultivated positive rapport with employees, boosting morale and promoting employee retention through consistent leadership and recognition efforts.
Education
No Degree - Psychology
Wilmington College
Wilmington, OH05.2008
Skills
- Applicant Tracking Systems
- Workforce Planning
- Succession Planning
- Contract Negotiation
- Operational Leadership
- Process Improvement & Optimization
- Client Services Excellence
- Data-Driven Decision Making
- Team Leadership & Development
- Customer Experience Strategy
- Budget Management
- Vendor Management
- Strategic Recruitment Planning
- Full-Cycle recruiting
- Employer Branding
- Applicant Tracking Systems (ATS)
- Learning & Development
- Client-Centric Leadership Development
- Culture Transformation
- Change Management
- Communication & Stakeholder
Affiliations
- SHRM
Certification
Yale University
- Negotiation Issued Feb 2023- Credential ID HC363NQPTGNL
- Connected Leadership Issued Jun 2023- Credential ID 56VWTBSMWMEM
- Managing Emotions in Times of Uncertainty & Stress Issued Feb 2023 -Credential ID VG2AWNJ9GMR3
- Introduction to Psychology Introduction to Psychology: Issued Jun 2023 - Credential ID DD23L8UJDLV3
Management & Strategy Institute
- Lean Six Sigma Black Belt (ICBB) Issues on June 2023- Credential ID 51262809
- Project Management – Lean Process Certified (PM-LPC) Issued Jan 2023- Credential ID 152772867
- Executive Management Certified (EMC) Issued Jan 2023- Credential ID 152772866
- Project Management – Lean Process Certified (PM-LPC) Issued Jan 2023- Credential ID 152772867
- Business Management Essentials Certified (BMEC) Issued Jan 2023- Credential ID 152611062
University of London
- Corporate Strategy Feb 2023- Credential ID KDXH9JMK3J4S
Quote
I have a theory and I really believe it. I think your worst weakness can become your greatest single strength.
Barbara Corcoran
Work Preference
Work Type
Part TimeFull TimeContract WorkLocation Preference
RemoteHybridImportant To Me
Company CulturePersonal development programsWork from home optionWork-life balanceCareer advancementPaid time off401k matchWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Director of Talent Acquisition
RDI Corporation
06.2022 - Current
Senior Operations Manager
RDI Corporation
06.2017 - 06.2024
Contact Center Supervisor
RDI Corporation
08.2013 - 06.2017
No Degree - Psychology
Wilmington College