Paulene Hakala
Spokane,WA
Overview
11
11
years of professional experience
1
1
Certification
Work History
Administrative Supervisor
Comcast xfinity
Spokane Valley, WA
10.2018 - 05.2023
- Supported up to 150 employees in all aspects of timekeeping, Absence Management, PTO, Leave of Absence, FMLA and ADA management, Corrective Action creation and presentation
- Audited timekeeping, reviewed unapproved absences and assessed for Corrective Action
- Provided employee and leader support in following FMLA, ADA, LOA and company attendance policies
- Provided new hire support to familiarize with company policies and adherence to Attendance Management
- Created Administrative Supervisors Playbook to be used by all peers in xfinity for reference
- Created Bereavement Leave Form to accurately track paid bereavement which was adopted by all xfinity.
Clinic Administrator/Call Center Manager
CHAS
Spokane, WA
07.2017 - 07.2018
- Responsible for metrics and overall success of the records, referrals, and call center for this FQHC serving approximately 70,000 patients in thirteen clinics in the Spokane area
- Improved Average Seconds to Answer, Average Handle Time, Service Level and Quality Evaluations using Six Sigma principles
Operations Manager
QUALFON USA/ZULILY, Liberty Lake
01.2016 - 07.2017
- Closely managed and led team of supervisors to meet all KPI's as the enterprise leader
- Consistently the top performer for all metrics including quality, service level, attendance and attrition management
- Actively worked with workforce management to prepare staffing models
- Provided essential input to client relations department to accurately invoice the client
- Reviewed reporting regularly to ensure accurate accounting and forecasting
- Worked directly with the client to provide viable solutions for their business needs.
Customer Service and Sales Supervisor
QUALFON USA/TMOBILE
03.2014 - 12.2016
- Led teams of 15-30 agents to be the top producing team in all metrics including quality, KPI’s
- Provided all training, development, quality control, attendance management, and discipline implementation.
Quality Assurance
QUALFON USA/TMOBILE
01.2012 - 03.2014
- Developed and implemented coaching project for newly hired agents
- Trained all new Quality Technicians joining the team
- Worked closely with Operations Department to identify coaching opportunities
- Assisted in the development of a measurable scoring model.
Skills
- Microsoft Word, Excel and PowerPoint products
- SmartSheet
Certification
Six Sigma Green Belt Certified-July 2015
Lean Six Sigma Certified-November 2017
Timeline
Administrative Supervisor
Comcast xfinity
10.2018 - 05.2023
Clinic Administrator/Call Center Manager
CHAS
07.2017 - 07.2018
Operations Manager
QUALFON USA/ZULILY, Liberty Lake
01.2016 - 07.2017
Customer Service and Sales Supervisor
QUALFON USA/TMOBILE
03.2014 - 12.2016
Quality Assurance
QUALFON USA/TMOBILE
01.2012 - 03.2014
Six Sigma Green Belt Certified-July 2015
Lean Six Sigma Certified-November 2017