Kellie Collins

Contact number: 810-***-****

Results Oriented Team Manager with diverse background in HR recruitment and Customer

Service. Motivated to sustain the highest level of customer service through efficient team

account management. Ability to secure top notch candidates for multiple concurrent

positions.

Quest Diagnostics Client Engagement Rep

(Novi, MI) 8/2016 to present

Responsible for coordinating 1,000 Health and Wellness events including assigning staff.

Maintains internal and external client and medical examiner relationships.

S&P Data Call Center Team Lead

(Troy, MI) 2/2016 to 8/2016

Managing, coaching and development of telesales agents handling outbound calls.

Participates in performance assessment of agents, development to meet/exceed

objectives and targets in sales productivity, revenue, and quality standards.

Minacs Call Center Team Manager (Farmington Hills, MI) 10/2014 to 12/29/15

Promoted 3 times from Customer Service Agent, to Assistant (2012), to Team Lead (2012), then

to Team Manager with 140 reports in a 350 seat center (2014).

Manager of the day to day Operations for hiring, interviewing, and recruitment of staff for

campaign.

Ability to display organizational, and prioritization skills as well as time management skills to

ensure the work related requirements are done in a timely manner.

Exceptional ability to understand business needs and build rapport with hiring managers.

Expert use of Peoplesoft, Kronos, IEX, and WFM for data management and/or payroll.

Can effectively communicate with various levels of management and client to detail progress

and problem solving to coworkers and management.

Owned the work retention project that notably improved attrition and absenteeism for org.

M

Minacs Call Center Team Lead (Farmington Hills, MI) 8/2011 to 10/2014

Responsible for the day-to-day supervision of Customer Service Representatives for inbound

calls.

Responsible for ensuring staff has the appropriate level of formal and/or on the job training to

effectively perform the duties/responsibilities of their job. Coached staff to improve business

factors such as KPIs, service levels, call quality, hold time and availability.

Assists with employment hiring decisions with group interactive interviews, where possible

employees are tested and graded on their communicative skills.

Demonstrated leadership skills to effectively develop and lead a high performing team and

support less experienced employees with technical troubleshooting, problem resolution and

handling escalations of difficult customers in a proactive and positive manner.

Has expert level experience with Microsoft desktop programs; MS Word, Excel, PowerPoint,

Outlook and Google Drive.

Daily use of call center programs: CMS (KPI volume monitoring), IEX and Kronos for

timekeeping, and Verint for recorded call monitoring.

Chrysler LLC (Auburn Hills, MI) Administrative Assistant, 3/2006 to 12/2008

Excelled in role reporting directly to Vice President of Human Resources requiring the ability to

handle a variety of customer service and administrative tasks and resolve HR issues with

expediency.

Demonstrated proficiencies in telephone and front-desk reception within a high-volume

environment. Calmed upset/difficult customers; researched and rapidly solved problems.

Maintained personnel files for HR department. Enhanced organization to personnel, financial

and operational records and accelerated data input, processing and retrieval times.

Consistently praised by management for the quality and timeliness of reports, attention to

detail, exemplary customer service delivery and team-player attitude.

Ford Motor Company (Dearborn, MI) Administrative Assistant, 4/1999 to 1/2006

Worked for Assistant General Counsel. Calendar, meeting arrangements, and event planning for

client meetings.

Coordinate with local and national press for attorney quotes, interviews, articles.

Developed full PowerPoint presentations for meetings and conferences.

Interview of students as possible interns for scholarship program.

Additional responsibilities: notarization, supply purchasing, bill allocation/payment, travel

arrangements and itineraries for detailed business trips, corporate card expense reports.

Career Summary

4 + years of experience with recruitment, talent acquisition, sourcing, staffing, head hunting, reporting, data

analysis, vendor management, interviewing, mass on boarding of candidates to meet training class capacity.

Client handling, executive hiring, team management.

Excellent communication written or verbal, great interpersonal skills.

Outstanding skills in retention and strategies to minimize turnover.

Oakland Community College (Auburn Hills, MI)

32credits towards an Associates Degree in Health Care Management, 2009-2010

Kellie does a great job as an Administrative support professionalhas integrated herself very well into

our group Kellie is motivated. The quality of her work is exceptional

Excerpts from 2013 Performance Review

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