Networking & Thought Leadership
Jill Holley
Call Center Operations
Williamsburg,OH
Summary
Experienced Contact Center Director with a demonstrated record of success, specializing in driving performance through strategic branding and analytics. Proficient in data-driven decision-making and adept at building high-performance teams, I excel in optimizing recruitment processes and boosting employee engagement to achieve operational excellence. As a decisive Leader, I streamline operations and foster interdepartmental relations to enhance profitability. I proactively identify opportunities for communication improvement and maximize ROI, driving sustained, long-term growth.
Overview
12
12
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
- 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
- Effectively increased 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 job board and social media platform visitors by 21%, company followers by 398%, and platform reviews by 33%, leading to a 287% rise in applications, allowing the company to outperform competitors by 20%
- Developed and delivered updated compliance and interview training for department leads, 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 - 01.2025
- Achieved an 18% productivity increase in the U.S
- And 13% in Mexico for remote teams of 300 by optimizing performance monitoring systems and implementing motivational strategies to boost team engagement and output
- Collaborated with supervisors to identify trends and develop strategies for enhancing overall call center operations
- Strengthened client loyalty by swiftly resolving complex issues, establishing myself as a trusted advisor for strategic solutions and fostering long-term relationships that drove sustainable growth
- Reduced employee turnover by 50% within one year through innovative retention programs, achieving industry-low attrition rates and cultivating a stable, engaged workforce
- Negotiated impactful contracts and optimized expenditures, securing favorable terms that significantly reduced budget costs while maintaining operational efficiency and supporting scalable growth
- Streamlined central fulfillment operations, enhancing productivity, reducing costs, and improving team proficiency and resource management
- Aligned resource allocation with business objectives, ensuring seamless program execution, optimizing operational efficiency, and contributing to long-term company success
- Empowered team members through coaching strategies that fostered continuous growth and accountability, driving performance to new heights
- Mitigated operational risks by analyzing performance data trends, forecasting issues, and implementing data-driven optimizations that enhanced decision-making and business outcomes
- Exceeded departmental goals in alignment with company strategies, supporting organizational vision and driving operational excellence
- Implemented process controls and metrics in call center management, increasing team adherence to best practices and streamlining operations
- Led cross-functional teams on multi-project initiatives, ensuring timely delivery of key milestones and enhancing efficiency and client satisfaction
- Utilized data visualization tools to analyze KPIs, translating insights into actionable strategies that improved performance and informed executive decisions
- Developed high-performing leaders through mentorship, fostering a growth-oriented environment that boosted morale, engagement, and productivity
- Optimized performance monitoring processes, driving continuous operational improvements across departments
- Secured long-term, high-value client accounts by delivering tailored strategies that enhanced brand impact, communicated product value, and deepened client relationships
- Streamlined office operations through targeted process improvements, increasing efficiency and ensuring consistent execution of daily activities
- Orchestrated key events and meetings, ensuring seamless execution and enhancing collaboration with clients
- Produced executive-level reports and presentations, providing comprehensive insights to support strategic decision-making and long-term business goals
- Maintained accountability for client relationships, maximizing profitability through proactive account management and value-driven solutions
- Utilized CRM software to track customer interactions, analyze statistics, and generate reports for senior management review
- Implemented customer success strategies to drive high retention rates and enhance team productivity through agile methodologies
Contact Center Supervisor
RDI Corporation
08.2013 - 01.2025
- 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 onsite 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, Social work
Wilmington College
Wilmington, OHSkills
- Operational Excellence
- Data-Driven Decision Making
- Profit & Loss
- Process Improvement
- Data Analysis Skills
- Cross-Functional Team Leadership
- Strategy Development
- Procedure optimization
- Client Relationship Management
- Operational excellence
- Performance Management
- CRM software
- Root Cause Analysis
- ROI management
- KPI reporting
- Cost reduction
Certification
- Lean Six Sigma Black Belt (ICBB) – Issued June 2023 | Credential ID: 51262809
- 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
- Corporate Strategy – Issued Feb 2023 | Credential ID: KDXH9JMK3J4S
- Negotiation – Yale University & Management & Strategy Institute – Issued Feb 2023 | Credential ID: HC363NQPTGNL
- Connected Leadership – Issued June 2023 | Credential ID: 56VWTBSMWMEM
- Managing Emotions in Times of Uncertainty & Stress – Issued Feb 2023 | Credential ID: VG2AWNJ9GMR3
- Introduction to Psychology – Issued June 2023 | Credential ID: DD23L8UJDLV3
Accomplishments
🏆 MVP Award Winner (2022) – Recognized for driving exceptional improvements in performance, client trust, cost efficiency, and employee retention. Successfully reduced absenteeism while developing high-performing leaders and agents.
🚀 Boosted Productivity – Increased team productivity by 18% in the U.S. and 13% in Mexico for a 300-member remote workforce by optimizing performance monitoring systems and implementing engagement-driven motivational strategies.
⚙️ Enhanced Operational Efficiency – Improved efficiency by 23% through strategic process optimizations, workflow streamlining, and automation tools—reducing processing times and elevating service delivery metrics.
📉 Cut Employee Turnover by 50% – Implemented innovative retention programs that achieved industry-low attrition rates, fostering a stable, engaged, and high-performing workforce.
💰 Reduced Cost per Sale by 10% – Lowered expenses through strategic cost-saving initiatives, including renegotiating non-billable operational expenses, optimizing team allocations, and rightsizing teams.
🤝 Led High-Impact Cross-Functional Teams – Spearheaded multi-project initiatives, ensuring on-time delivery of key milestones while enhancing operational efficiency and client satisfaction.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Director of Talent Acquisition
RDI Corporation
06.2022 - Current
Senior Operations Manager
RDI Corporation
06.2017 - 01.2025
Contact Center Supervisor
RDI Corporation
08.2013 - 01.2025
Lean Six Sigma Black Belt
No Degree - Psychology, Social work
Wilmington College
Affiliations
- SHRM
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
401k matchWork-life balanceCompany CulturePersonal development programsQuote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Interests
Continuous Learning & Certifications
Psychology & Emotional Intelligence
Leadership & Talent Development
Process Improvement & Lean Six Sigma
Software
Five9
Genesys
Dial Pad
Nice CXone
Nice IEX
Jira
Power BI
Tableau
Microsoft Teams
Slack
Microsoft Office
Google Workspace
Asana
Trello
Google Analytics
Sales Force
ATS- Homegrown
Zendesk
Similar Profiles
Kathi EastmanKathi Eastman
Supervisor at RDI CorporationSupervisor at RDI Corporation
Brittany DukesBrittany Dukes
Customer Service Representative at RDI CorporationCustomer Service Representative at RDI Corporation
PHILLIS HARPERPHILLIS HARPER
Customer service Rep at RDI CorporationCustomer service Rep at RDI Corporation