Experience

SEMCA Michigan Works! Monroe American Job Center, Monroe County Employment & Training Department

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Career Development Facilitator

  • Jun 2023 - Present

  Promote and develop training opportunities for qualified residents of Monroe County. Provide career guidance support to customers during their involvement in all phases of the program. Monitor progress of participants through enrollment, job search/ training and retention. Devise appropriate strategies to best support individual client needs and make referrals to appropriate community partners where applicable. Promote and develop training opportunities for qualified residents of Monroe County. Provide career guidance support to customers during their involvement in all phases of the program. Monitor progress of participants through enrollment, job search/ training and retention. Devise appropriate strategies to best support individual client needs and make referrals to appropriate community partners where applicable.



SEMCA Michigan Works!

• Staffing and Recruiting
• 1 - 100 Employee

• Employment Specialist

  • May 2022 - Jul 2023

  Maintain a safe, clean, inviting, and friendly environment in the OneStop. Greet clients and facilitate an employment match between job seeker and employer. Help customers utilize job search tools while generating awareness of potential opportunities. Assist clients in the creation of resumes and obtaining job prospects. Present in-person interactive workshops to aid in workforce development. Initiate and track client referrals to community partners and/or in-house experts. Maintain program and individual performance goals. Input data and generate reports. Maintain a reporting system of UIA claimant registrations. Report on working conditions of the statewide Internet System (Pure Michigan Talent Connect). Enter and maintain information on state mandated reporting programs. Uphold working knowledge of state and federal guidelines to ensure compliance. Show less



First Merchants Corporation

• United States
• Financial Services
• 700 & Above Employee

• Customer Care Center Manager

  • Mar 2021 - Dec 2021

  Manage all aspects of the Customer Care Center objectives. Implement and review all call center policies and procedures to provide a high-quality client experience while maintaining appropriate protections for the client and the bank. Aid the development, reporting and analysis of department metrics, goals, and key performance indicators. Utilize coaching processes to develop team members and improve the overall performance of the department. Monitor calls and measure for quality to ensure a positive customer experience, provide coaching and assure compliance with department policies and procedures. Hire and schedule staff to proper levels while meeting productivity goals for the department. Continually search for process improvements. Show less

• Customer Service Center Assistant Manager

  • Nov 2005 - Mar 2021

  Assists and supports the CSC Manager with leadership and administrative duties. Contribute to the development, implementation and measuring of department plans and goals. Observe and coach the professional growth of employees to enhancing the employee and customer experience. Participate and contribute to leadership initiative groups and activities. Perform and complete CSC Manager and Lead Representative duties when necessary. Create, modify and interpret procedures and department practices. Perform CSC check-ins, observations and coaching sessions. Report findings and share feedback with CSC Manager and Lead Representative regarding employee Individual Activity Plans and performance. Contribute to department and bank wide goals. Use effective verbal and written communication skills to build working relationships and enhance productivity.• Provides performance leadership and proactively addresses areas of development which may include delivering progressive disciplinary actions in a professional manner. Supervises daily operational department tasks and makes sound decisions through coaching, role-modeling, and holding employees accountable. • Prompt and accurate preparation of various reporting documents. Collect, analyze and verify data to perform internal audits on various employee transactions.• Publish changes to rates and disclosures as an administrator to the Monroe Bank and Trust website. Communicate “All User” emails to share pertinent information internally. Respond to emails that come into the bank by way of “Contact Us” on our webpage and track emails and responses.• Coordinate team meeting schedule, meeting themes and invite guest visitors. Schedule CSC visits to branch team meetings and attend them periodically as guest. Schedule training sessions for employees with other departments and bank instructor-led courses. Serve on bank initiatives as approved by and/or directed by manager. Show less



Monroe Bank & Trust

• United States
• Banking
• 1 - 100 Employee

• Customer Service Center Representative

  • Dec 1999 - Nov 2005

  Provide a superior customer experience via telephone to internal and external customers. Resolve customer inquiries while maintaining a friendly and professional composure. Foster a needs based sales approach to support department and bank wide goals. Handle the majority of incoming calls to aid departments and branches in completing their critical tasks. Administer technical and troubleshooting support for consumer and business online banking services. Use proper telephone etiquette to enhance the customer experience. Process a wide range of functions that require broad knowledge of banking products, services, systems, operations and internal departments. Practice good judgement and use investigative problem solving skills to make decisions within department guidelines. Responsible for accurate and timely processing of a variety of maintenance functions for multiple products and services on multiple programs as an administrator. Show less