Kate WillsMoncton, NB E1E 2X8506-866-6281___________________________________________________________________________________________My work experience includes:

Developed recruiting strategies designed to identify qualified candidates through various recruiting tools

Evaluate candidates strengths compared with clients requirements by, for example, evaluating, screening, and interviewing the candidate

Negotiate pay rates and other terms and conditions of engagement with candidates, and gain commitment from candidates for current and future job requirements

Complete necessary pre-engagement processes including reference checks Work with VP to identify top accounts, target skill sets, key market segments, and to assess clients

staffing requirements Communicate effectively with others in order to create a productive and diverse environment Researched and implemented new company policies and procedures Performed organizational and leadership training for employees I have successfully increased work performance by 20%, yearly Experienced in working within a fast paced, complex, dynamic, multi- cultural business environment Conducted staff orientation and on-boarding Responsible for long/short term disabilities.

I look forward to joining your organization where I can make major contributions leading to company growth.

Yours Sincerely,

Kate Wills

506-866-6281

kathleenwills@hotmail.com

Kate Wi l l sBusiness Operations – Management – Human Resources

Moncton, NB 506-866-6281 kathleenwills@hotmail.com

“Loves operating a ship for smooth sailing”

Accomplished and result driven professional with over 15 years’ experience as a Manager. Goes above and beyond what is expected. A passionate and devoted entrepreneur, mentor and coach.

Able to develop and operate new businesses to achieve high sales results and promote financial growth. Designs and implements processes and procedures in human resources sales and operation departments. Demonstrates great interpersonal and negotiation skills.

Areas of Expertise Change Management Training and Development Policy Design and Employee Retention

Strategic Planning Recruitment and Selection Employee Relations

Professional Work ExperienceCALL CENTRE MANAGER 1999-2014Green Drop LTD, Red Deer, Calgary, AB (2012-2014)

Managed 60 inbound sales employees within the contact center of a residential and commercial lawn care services and weed control business. Doubled call volumes and increased sales by 20% yearly.

Impact Management Contact Centre, Calgary, AB (2007-2012)Managed all aspects of a large outbound contract which involved the promotion of time share services (membership, renew). Worked on company’s growth by recruiting 4 to 40 agents yearly which increased productivity and sales.

Research Field Services (Market Research), Halifax, NS (1999-2007)Designed and implemented the call center and its operation which outsourced market research services; employed 85 full time agents to conduct outbound market research for various research contracts on products and services.

DEMONSTRATED COMPETENCIES

HUMAN RESOURCE: Managed all aspects of recruitment and hiring to fulfill companies’ contractual obligations and conducted quarterly to yearly performance reviews. Ensured orientation of new employees and administered employment policies fairly and objectively. Developed and enforced disciplinary procedures as required.

BUSINESS OPERATION: Oversaw all aspects of business operations; reviewed and established processes to ensure validity and provided cost reduction recommendations.

MANAGEMENT: Led, motivated, mentored, and guided 50 to 100 employees by providing regular coaching and feedback to ensure employees were performing at or improving to standards.

TRAINING & DEVELOPMENT: Identified training needs and ensured employees were trained, cross-trained, and knowledgeable of products, services, policies, processes, and procedures.

K a t e W i l l sPage 2

DEMONSTRATED COMPETENCIES (CONTINUED)

BUSINESS MANAGEMENT: Managed the performance of the overall operation by ensuring contract objectives, company’s standards, and client satisfaction were achieved by monitoring results and choosing appropriate solutions and strategies.

TEAM BUILDING: Built team capability by initiating team-building activities with direct reports (e.g. huddles, team meetings) to actively engage staff, encourage team spirit, and create a positive employee experience.

PLANNING: Planned and scheduled daily activities and worked with senior staff members (Workforce Manager, Programmer) to determine company employee capacity requirements and implemented an online system to managed absentees.

KEY PERFORMANCE: Analyzed productivity and reviewed tracking (KPI), on a daily weekly or monthly basis to ensure productivity and financial targets were met. Measured statistics on the XL Scheduler software system.

PRODUCTIVITY: Monitored staff's work activities to ensure adherence to policies and procedures and that defined service level agreements were met. Communicated with all departments, support staff, and production floor on regular basis to provide feedback and management concerns.

CONFLICT RESOLUTION: Dealt with escalated situations and collaborated with customers to achieve the best possible resolution to difficult situations.

FINANCES: Completed the Quarterly Compliance Reporting requirements. Participated in Quarterly meetings with CEO. Managed payroll hours and responsible for invoicing and accounts receivable. Worked closely with management to create a compensation/bonus plan.

Education & TrainingOHS Legislative, Regulatory and Program Requirements Certificate, Calgary, AB (updated 2014)Joint Occupational Health & Safety Committee Workshop, Calgary, AB (updated 2014)Human Relations Certificate, Dale Carnegie, Toronto, ONHigh School Diploma (Business Diploma), Harrison Trimble High School, Moncton, NB

Computer Proficiency Data Tel Software Star Garden Software Excel Scheduler Software Infinity Software

Service Pro Software Mitel Contact Center Management

Software Serve Suite Software