Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Michelle Featherstone

Newark

Summary

Detail-oriented and adaptable professional with over 15 years of experience in recruitment, customer service. and human resources. I excel at streamlining processes, enhancing team efficiency, and delivering exceptional service to drive organizational success.

With a strong administrative background, I effectively manage operations, ensuring seamless workflows and clear communication across teams. I thrive in fast-paced environments, leveraging problem-solving skills and attention to detail to boost productivity and create positive outcomes

Overview

16
16
years of professional experience
1
1
Certification

Work History

Operations Manager (Recruitment)

Express International Inc
12.2017 - 08.2024
  • Talent & Training: Led full-cycle recruitment, onboarding, and skills development for new hires, scaling staff to meet evolving business needs and reducing ramp-up time..
  • Multi-Account Oversight: Directed day-to-day operations across four client accounts, coordinating schedules, workflow, and service-level targets.
  • Client & Internal POC: Served as primary contact for clients and cross-functional teams, resolving issues quickly and maintaining high satisfaction scores.
  • Data-Driven Performance: Monitored daily performance dashboards; launched strategic initiatives that boosted key KPIs
  • Strategic Planning & Reporting: Delivered monthly and annual BPO action plans to executive leadership, highlighting progress, risks, and growth opportunities.
  • Operational Strategy: Evaluated team outcomes against objectives, adjusting processes to drive continuous improvement and align with corporate goals.
  • Performance Coaching: Partnered with senior leadership to conduct individual reviews, elevating overall team effectiveness and retention.
  • Communication & Collaboration: Fostered clear, consistent communication channels between unit staff and leadership, cutting miscommunications and missed deadlines
  • Payroll Administration: Oversaw accurate, on-time payroll processing for 75 employees


Sales Associate

Digital Technology
02.2016 - 09.2017
  • Develop and maintain strong relationships with existing and new clients to understand their needs and ensure their satisfaction.
  • Conduct client needs assessments to identify their specific digital signage requirements, and present tailored solutions that meet their needs and exceed their expectations
  • Negotiate contract terms, pricing, and other conditions with clients to achieve mutually beneficial outcomes
  • Managed returns, exchanges and refunds in accordance with store policy.

Human Resources Specialist

Universal Communication Inc
01.2014 - 12.2015
  • Employee Records Management: Maintaining and updating employee files, including personal information, employment history, performance reviews, and other relevant documentation.
  • Recruitment Support: Assisting with the hiring process by posting job ads, screening resumes, scheduling interviews, and coordinating with hiring managers.
  • Processing HR-related paperwork, such as employee onboarding forms, termination forms, and other necessary documentation.
  • Payroll Support: Preparing data for payroll runs, ensuring accurate and timely payment of salaries and wages.
  • Training and Development: Coordinating and scheduling training sessions, workshops, and other learning opportunities for employees.

Human Resources Specilist

Clear Connect Inc
07.2010 - 08.2013


  • Records Management & Compliance — Maintained complete, audit-ready personnel files
  • Benefits Administration — Managed end-to-end benefits processes (medical, dental, Vision life, ensuring accurate enrollments.
  • Leave Management — Administered Family, medical and company leave programs; tracked leave balances, issued required notices, and partnered with managers to coordinate accommodations, maintaining regulatory compliance and supporting positive employee relations.
  • Coordinated and conducted new-hire interviews and onboarding sessions—partnering with hiring managers to select top talent and delivering engaging Day-1 orientations that accelerated ramp-up for __ new employees per quarter


Quality Analyst

Clear Connect Inc
12.2008 - 06.2010
  • Monitored live, recorded, and side-by-side calls to evaluate agent adherence to quality standards, delivering actionable feedback that raised average QA scores
  • Performed end-to-end call evaluations—live whisper, screen-record, and shoulder-to-shoulder—pinpointing skill gaps and coaching agents to improve first-call-resolution
  • Audited calls per week (live and recorded) using a standardized rubric; partnered with team leads to implement targeted training that reduced compliance errors
  • Side-by-side shadowed agents, scored interactions, and facilitated immediate coaching moments, shortening feedback loops and accelerating new-hire ramp-up

Education

High School Diploma -

East Ruimveldt Secondary (High School)
Georgetown Guyana
06-1997

Skills

  • Problem-solving
  • Team leadership
  • Operations management
  • Customer service
  • Recruiting
  • Employee Training
  • Quality Assurance Management
  • Client Relations

Certification

  • COPC Certified , COPC Inc - 2022

Timeline

Operations Manager (Recruitment)

Express International Inc
12.2017 - 08.2024

Sales Associate

Digital Technology
02.2016 - 09.2017

Human Resources Specialist

Universal Communication Inc
01.2014 - 12.2015

Human Resources Specilist

Clear Connect Inc
07.2010 - 08.2013

Quality Analyst

Clear Connect Inc
12.2008 - 06.2010

High School Diploma -

East Ruimveldt Secondary (High School)

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