Sharla Spain
Charlotte,NC
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. A talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
13
13
years of professional experience
Work History
Talent Acquisition Coordinator
Qurate Retail Group
10.2023 - Current
- Created and drove talent acquisition and job placement strategies to attract diverse candidates.
- Optimized sourcing networks and used proactive methods to direct source candidates.
- Leveraged employee referrals, direct sourcing, Internet applications, and recruitment agencies to source candidates for positions.
- Created effective talent acquisition training materials that supported culture and performance objectives.
- Promoted increased focus on internal talent mobility and emerging talent across organization.
- Analyzed recruiting metrics to share reports and recommendations with stakeholders.
- Developed and maintained strong working relationships with executives, HR team, and hiring managers to foster partnerships that produced consistent results.
- Evaluated resumes, interviewed, and presented qualified candidates to hiring managers and solicited feedback to refine recruiting strategy.
- Built relationships with external recruiters and staffing agencies to access quality talent.
- Sourced and screened candidates for Customer service, Supervisor, Manager and Fulfillment Center roles and worked with hiring managers to coordinate interviews, offers, and onboarding.
- Developed and maintained applicant tracking system, tracking all job openings, applicants and interviewing activity.
- Created and distributed job postings on job boards, corporate career sites and social media networks to increase reach.
- Provided regular updates to hiring managers and HR staff on recruitment activities and progress.
- Collaborated with hiring managers to determine job requirements and understand departmental needs.
Quality Analyst
Qurate Retail
05.2021 - 10.2023
- Participated in departmental meetings to establish short- and long-term strategy.
- Evaluated current processes to develop improvement plans
- Monitored team member customer service and order service calls
- Coached Team Member on calls to improve customer service, and AHT
- Met with Operations Management to improve customer experience and Team Member performance.
- Enter scoring notes and scores of monitored calls into Vernit
- Ran reports for trends.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Developed and maintained quality assurance procedure documentation.
- Managed team of six Quality analyst to ensure monitoring was complete and accurate
- Liaised with vendors and end-users to uncover system optimization opportunities.
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
- Analyzed quality and performance data to support operational decision-making.
- Edited, proofed and critiqued internal documents to improve clarity.
- Used Verint and E quality to create presentations, flowcharts and graphs detailing data analysis results.
- Monitored KPIs to proactively address bottlenecks and quality issues.
Program Manager Call Center
IQor
05.2018 - 03.2019
- Determined quality assurance benchmarks and set standards for improvement.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Established and oversaw performance targets for call center associates.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Developed quality employees within call center to take over leadership positions.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Led daily team meetings to review performance, set targets and motivate staff.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Evaluated data to identify trends and determine customer service needs.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Collaborated with training team to boost product support and certification training initiatives.
- Manged monthly and quarterly P and L for outsource projects
- Created team rotations to man center effectively during peak hours.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
Quality and Training Manager
Iqor
01.2011 - 05.2018
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Delivered new employee onboarding and training sessions
- Managed development of e-learning training materials and activities to enhance learning experiences.
- Managed all exempt employee coaching, training, and performance improvement actions.
- Conducted training courses and prepared videos for long-term use.
- Created in-depth training manual for all employees.
- Improved Quality scores to meet client expectations for JD Power stats
- Managed a staff of 12 trainers and 6 quality assurance analyst
- Implemented up training to supervisor staff and operations
- Create quality forms through Equality and Verint for cal monitoring.
Education
No Degree - Communications
No Degree - Google Project Management Certificate
10.2021
No Degree - Salesforce Sales Development Representative Certif
10.2021
Skills
- Candidate tracking
- Global recruitment
- Candidate pipeline management
- Applicant Tracking Systems
- Talent management
- Training development
- Training and mentoring
- G-Suite
- Workday
- Verint
- Microsoft Office
- Slack
- Performance improvements
- Quality assurance
- Report writing
- Staff Management
- Business Development
Timeline
Talent Acquisition Coordinator - Qurate Retail Group
10.2023 - Current
Quality Analyst - Qurate Retail
05.2021 - 10.2023
Program Manager Call Center - IQor
05.2018 - 03.2019
Quality and Training Manager - Iqor
01.2011 - 05.2018
Columbia College - No Degree, Communications
Merit America - No Degree, Google Project Management Certificate
Merit America - No Degree, Salesforce Sales Development Representative Certif
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