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YNSUMMARYStrategic and detail-oriented professional with a demonstrated history of success in deadline-driven and dynamic environments. A skilled communicator with a strong ability to strategize and prioritize tasks effectively. Proven expertise in team management, leadership, vendor relations, data analytics reporting, call monitoring, and coaching.SKILLSTeam ManagementStrong leadership skillsVendor RelationsData Analytics ReportingCall Monitoring and CoachingReporting ToolsThird Party VerificationsMICHELLE MERCIERPHONE NUMBER AVAILABLE  EMAIL AVAILABLELINKEDIN LINK AVAILABLEEXPERIENCEWW 06/2021  02/2023Operations, Quality Assurance Manager Led a high-performing QA team, emphasizing quality standards and ensuring project success. Developed operational KPI tracking and a comprehensive company dashboard using analytics tools. Efficiently managed multiple projects, optimizing operational flow and closing gaps for enhanced efficiency. Demonstrated strong analytical skills in interpreting data for revenue-generating strategies. Oversaw key aspects including payroll, scheduling, budgeting, and provided impactful coaching for teams. Directed and evaluated all QA activities, ensuring high standards of performance. Contributed significantly to the hiring, training, and development of QA personnel. Possess substantial experience with Genesys Cloud, PureInsights, Tableau, SSRS, and familiarity with SQL.LIBERTY POWER CORP. LLC 04/2017  06/2021Director, Customer Care, Collections & RetentionLed a team of one hundred customer care, retention, and collections agents.Developed objectives for day-to-day activities, focusing on optimal performance.Conducted resource planning to maximize productivity and created operational KPI tracking.Managed payroll, scheduling, time and attendance, budgeting, and forecasting.Oversaw social media management and responded to 21K+ customer care emails.Managed customer care mailbox and successfully navigated online platforms (Facebook, Google, BBB).Conducted employee evaluations, invoicing, and commissions.Led data reporting, analysis, and business intelligence initiatives.Maintained and managed various software programs and tools.Acted as the Wellness Committee Manager.U.S. GAS & ELECTRIC, INC 05/2010  04/2017SR. QUALITY ANALYST MANAGERSupervised a team of eight Quality Analysts and two Business Analysts.Managed payroll, scheduling, time and attendance, and annual reviews.Coordinated third-party vendor activities and created and revised scripts.Implemented quality assurance reporting tools to streamline call monitoring processes.Maintained regulatory compliance standards across multi-state utility regulations.Conducted outcome reviews and provided recommendations for quality improvements.INTERACTIVE RESPONSE TECHNOLOGIES 01/2005 05/2010QUALITY ASSURANCE MANAGERPromoted to Quality Assurance Manager, overseeing a team supporting 200 agents.Managed payroll, scheduling, time and attendance, and annual reviews.Conducted employee onboarding and training certification.Led internal/external calibration sessions and maintained monthly audits.EDUCATION & TRAININGBrown Mackie College - Bachelor of Business AdministrationProject Management TrainingSix Sigma Yellow BeltPredictive Index Behavioral Testing  VenturerCommunication Styles Behavioral Testing - Driver/ExpressiveTECHNOLOGY SKILLSGoogle Analytics & DashboardData CurationMicrosoft Office Suite: Word, Excel, Access, PowerPoint, OutlookInternet Search EnginesAdobe PhotoshopUltiPro, ADP, WinTeam (Payroll)CallMiner, PureCloud, PureInsightsDeal Capture, Confluence, BetterMark, SharePoint, EgenciaTableau, Shortel, Asana, Siebel, CRM, ESG, Jira, Sibel