Remote Customer Service Contractor with Leadership Experience

JILL HOLLEY

Williamsburg, OH ****.******@*****.*** 513-***-****

PROFESSIONAL SUMMARY

Proven leader in call center operations with a history of optimizing performance through strategic data analysis and robust team mentorship. Adept at implementing customer success strategies that enhance client satisfaction and drive retention. Committed to fostering high-performance cultures and delivering measurable outcomes in customer engagement and operational efficiency. AREAS OF EXPERTISE

Operational Excellence Data-Driven Decision Making Profit & Loss Process Improvement Data Analysis Skills Cross- Functional Team Leadership Strategy Development Procedure Optimization Client Relationship Management Operational Excellence Performance Management CRM Software Root Cause Analysis ROI Management KPI reporting Cost Reduction WORK EXPERIENCE

RDI CORPORATION - CINCINNATI, OH

Operations Manager Feb 2025 – Present

Oversee multiple banking and fraud prevention programs, ensuring operational excellence, regulatory compliance, and adherence to client expectations.

Lead cross-functional teams across quality, training, and frontline operations, fostering a high-performance environment with clear accountability and development pathways.

Partner with financial institutions to continuously refine fraud detection workflows and improve customer experience in sensitive, high-impact cases.

Analyze trends and operational data using Tableau and internal tools to proactively identify risks, optimize workflows, and support real-time decision-making.

Drive strategic planning and performance reviews, aligning internal goals with client priorities and service delivery benchmarks.

Director of Talent Acquisition Jun 2022 – Feb 2025

Reduced recruitment costs by $10K+ annually through platform-specific sourcing strategies, partner negotiations, and centralized resource sharing.

Implemented process enhancements that boosted KPIs by up to 12%, including a 19% drop in 90-day attrition and 287% increase in applications through elevated brand presence.

Developed and delivered compliance and interview training across departments, ensuring legal adherence and mitigating hiring risks.

Improved applicant tracking systems and analytics tools, increasing contact rates by 30% and enabling data-driven talent decisions.

Led high-volume, multi-site hiring initiatives while maintaining lean headcount—optimizing costs and maximizing recruitment impact.

Senior Operations Manager Jun 2017 - Jan 2025

Achieved 18% U.S. and 13% Mexico productivity gains for 300+ remote staff by revamping performance tracking and team engagement strategies.

Reduced employee turnover by 50%, implementing innovative retention programs that stabilized workforce and boosted morale.

Secured high-value client contracts by delivering tailored, data-backed solutions and strengthening long-term client trust.

Optimized fulfillment and call center operations, increasing efficiency and reducing costs through strategic process improvements.

Produced executive-level reports, leveraging KPI dashboards to guide decision-making and drive strategic alignment. Contact Center Supervisor Aug 2013 - Jan 2025

Led and coached 3 teams (60 agents), consistently exceeding sales, service, and retention targets.

Improved team performance through targeted training, increasing save rates by 22% and cross-sells by 38%.

Reduced handle times and enhanced service levels by implementing streamlined contact strategies and real-time coaching. JILL HOLLEY Page 2 of 2

Delivered performance improvement plans that consistently closed gaps, optimized workflows, and enhanced client satisfaction.

Standardized team operations across shifts, ensuring consistent service delivery and improving SLA adherence across all time zones.

LICENSES/CERTIFICATIONS

Lean Six Sigma Black Belt (ICBB) Credential ID: 51262809 Jun 2023 Executive Management Certified (EMC) Credential ID: 152772866 Jan 2023 Project Management – Lean Process Certified (PM-LPC) Credential ID: 152772867 Jan 2023 Business Management Essentials Certified (BMEC) Credential ID: 152611062 Jan 2023 Corporate Strategy Credential ID: KDXH9JMK3J4S Feb 2023 Negotiation Yale University & Management & Strategy Institute Credential ID: HC363NQPTGNL Feb 2023 Connected Leadership Credential ID: 56VWTBSMWMEM Jun 2023 Managing Emotions in Times of Uncertainty & Stress Credential ID: VG2AWNJ9GMR3 Feb 2023 Introduction to Psychology Credential ID: DD23L8UJDLV3 Jun 2023 PROFESSIONAL AFFILIATIONS

Member Society of Human Resources Management (SHRM) HONORS/AWARDS

MVP Award Winner (2022)

Championed employee engagement, recognized as 2022 MVP Award Winner for boosting retention, productivity, and leadership development.

EDUCATION

Psychology & Social Work coursework (GPA: 3.8; Dean’s List) Wilmington College – Wilmington, OH

TECHNICAL EXPERIENCE

Five9 Genesys Dial Pad Nice CXone Nice IEX Jira Power BI Tableau Microsoft Teams Slack Microsoft Office Google Workspace Asana Trello Google Analytics Sales Force ATS- Homegrown Zendesk

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