Nikoli Kelly
Pensacola,FL
Summary
Seasoned leader with a proven track record at Alorica Inc, adept in candidate screening and fostering team collaboration. Excelled in enhancing team productivity and customer satisfaction through effective performance coaching and leadership. Skilled in recruiting top talent and driving staff development, significantly boosting operational efficiency.
Overview
22
22
years of professional experience
Work History
Recruiter
Alorica Inc
05.2020 - Current
- Conducted video interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Coordinated schedules to arrange management interviews with applicants.
- Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
- Managed high-volume requisitions in a timely manner to meet client staffing needs efficiently.
- Collaborated with hiring managers to understand job requirements and expectations.
- Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible.
- Operated and maintained applicant tracking and candidate management systems.
Site Administrator/Culture Champion
Alorica Inc
01.2018 - 05.2020
- Coordinated staff meetings and events to foster communication, teamwork, and professional development opportunities for team members.
- Oversaw the procurement of essential supplies, negotiating favorable terms with vendors while maintaining quality standards.
- Developed comprehensive training materials for new employees, contributing to their successful onboarding experience.
- Handled sensitive information discreetly while maintaining confidentiality protocols at all times.
- Served as point of contact for facility maintenance requests, coordinating prompt resolution of issues impacting daily operations.
- Provided exceptional customer service, addressing client concerns promptly and professionally to maintain satisfaction levels.
- Provided ongoing support to senior leadership by preparing reports, presentations, updates on key projects as needed.
- Implemented process improvements that resulted in increased accuracy of record-keeping and documentation management.
- Scheduled staff and volunteers to cover all necessary duties during planned events.
- Recruited volunteers to assist with fundraising and community outreach.
Production Team Manager
Alorica Inc
10.2013 - 01.2018
- Mentored junior team members, fostering professional growth and promoting a positive work environment.
- Spearheaded initiatives aimed at improving overall agent engagement levels through incentive programs, contests, team building events.
- Collaborated with senior management on workforce planning initiatives to align staffing levels with business needs and seasonal fluctuations.
- Partnered with other department managers to ensure seamless communication and coordination across the organization in addressing customer needs.
- Enhanced customer satisfaction by implementing effective call monitoring and coaching strategies for team members.
- Boosted team productivity by providing ongoing training and performance feedback to all agents.
- Conducted regular performance evaluations for team members, identifying strengths, areas for improvement, and personalized growth plans.
- Cultivated a culture of accountability among team members by setting clear goals, monitoring progress, and providing constructive feedback.
- Developed strong interpersonal relationships with team members, fostering a positive work environment that encouraged collaboration.
- Established clear expectations for agents regarding performance standards and professional conduct within the call center environment.
- Championed adherence to company values within the team, fostering a sense of pride and ownership in delivering exceptional customer experiences.
- Assisted human resources in recruiting top talent by participating in interviews and making informed hiring recommendations based on skillset alignment.
- Trained team members on performance metrics and consumer behavior identification.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Reduced employee turnover through proactive retention efforts such as recognition programs, career development opportunities, and regular communication.
Assistant Manager
Standard Parking Pensacola International Airport
06.2002 - 07.2013
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized parking environment to enhance the customer experience.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw maintenance activities to keep equipment functioning optimally while minimizing downtime for repairs.
- Maintained high safety standards with routine inspections, identifying potential hazards, and addressing them proactively.
- Evaluated employee performance regularly, providing constructive feedback that led to improved productivity levels.
- Fostered a positive work environment by promoting open communication channels among team members, leading to increased morale and job satisfaction rates.
- Handled conflict resolution issues within the team effectively while maintaining professionalism in all interactions with staff members.
- Managed emergency response protocols, ensuring swift action was taken during critical situations to protect patrons and employees alike.
- Supervised staff of 30 in day-to-day activities.
- Managed parking and transportation systems by monitoring parking areas and transport services to promote easy accessibility for occupants.
- Prepared reports and schedules with accuracy.
Education
High School Diploma -
Wes-Del High School
Gaston, IN05.1983
Skills
- Candidate Screening
- Administrative Skills
- Recruiting and Sourcing
- Team Collaboration
- New hire paperwork processing
- Self-Motivated Work Ethic
- Team motivation
- IT job market understanding
- Staff Development
- Performance Coaching
- Team Leadership
Timeline
Recruiter
Alorica Inc
05.2020 - Current
Site Administrator/Culture Champion
Alorica Inc
01.2018 - 05.2020
Production Team Manager
Alorica Inc
10.2013 - 01.2018
Assistant Manager
Standard Parking Pensacola International Airport
06.2002 - 07.2013
High School Diploma -
Wes-Del High School