Kayla Jenkins

• Performed sourcing, interviewing, and hiring internal and contract employees nationally.
• Established working relationships with Operational leaders and HR decision makers to effectively identify recruitment needs.
• Coordinates job fairs to attract talent and promote the company.
• Identified and implemented appropriate strategies to increase employee satisfaction and retention.
• Reviewed and clarified job specifications, competencies and skills required.
• Administer/Schedule drug test, complete E-Verifies, Background checks additionally adding candidates to the ATS.
• Monitor and provide feedback to agents and management regarding employee performance.

• Monitored calls, call queue and employee performance.
• Enhanced team workflows and employee job satisfaction by coordinating communication between Administrator and employees.
• Assisted agents with problem resolutions and procedure inquiries.
• Researched and analyzed business accounts/ service requests for balance adjustments and escalations.
• Followed up with telephone calls to customers regarding delayed SLAs.
• Received warm transfers from agents assisting with de-escalations.

· Assisted over 100 customers daily through email and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.

· Coordinated internally with operations and logistics to maintain knowledge of new company protocols

· Trained new hires on best practices and protocols to reduce process gaps.

· Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisor.

· Successfully multitasked while navigating various functions of the company’s management system

· Volunteered to handle complaints and issues for manager during busy time periods.