Michele Cleary

• Collaborated with cross-functional teams to develop and implement effective program strategies.
• Responsible for onboarding new hires as well as creating syllabus directives, tracking learning metrics and progress.
• Expressing the importance-of engagement daily as well as making your classroom a safe space to learn and grow, with a Trainer who is comfortable facilitating to multiple learning styles, in an effort to be effective, and recognize gaps.
• Meeting with Teams to discuss trends, concepts and how to improve attrition and processes for virtual training.
• Researched and analyzed market trends to inform project development and improve service offerings.
• Assisted in managing project timelines, ensuring deliverables met quality standards and deadlines.
• Supported stakeholder communication efforts by preparing detailed reports and presentations on project progress.
• Coordinated training sessions for staff, enhancing team competencies in program execution and management tools.
• Engaged with clients to assess needs, fostering strong relationships that improved service delivery outcomes.

Responsible for managing  a team of 60 agents in a call center setting. Responsible for lead distribution  and dialer Adherence. Outbound Calls. 

Attendance,  breaks, schedules. Time off requests, Payroll  and commissions tracking. 

Responsible for all new hires interviews  and training. 

Responsible for both live Monitor and press recorded calls for Compliance Adherence with Contractual Obligations.  

Managed a team of 6 Quality Assurance Reps. Responsible for Time schedules Managing breaks and Production Peaks. 

Responsible for conducting all Quality Assurance Adherence  Meetings  as well as any new compliance issues or additons.