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Work Background
Kinexus GroupManager, Workforce Operations | MiWorks! BCVB
Mar. 2025As Manager of Workforce Operations at Michigan Works!, I lead the delivery of workforce development programs that connect job seekers with sustainable employment and help businesses access a strong talent pipeline. My role includes overseeing service center operations, managing program compliance, and ensuring the effectiveness of workforce initiatives like WIOA, TAA, and RESEA. Key responsibilities:
- Direct daily operations for talent development services in Berrien, Cass, and Van Buren counties
- Monitor performance metrics and coaching staff to achieve key outcomes
- Manage program budgets and ensuring compliance with state and federal requirements
- Build partnerships with local businesses and community organizations
- Lead recruitment, onboarding, and professional development for workforce teams I’m passionate about driving economic growth in Southwest Michigan by fostering a strong workforce and creating opportunities for individuals to thrive.
Kinexus GroupManager, Customer Experience | MiWorks! BCVB
Aug. 2024 - Mar. 2025Lead a team of customer care specialists, providing guidance, coaching, and support to ensure that job seekers receive personalized and high-quality service.
· In collaboration with the MiWorks management team, develop and implement strategies to enhance the end-to-end customer experience across all touchpoints, including intake, assessment, program enrollment, job search assistance, and post-placement support.
· Monitor and develop key performance metrics related to customer satisfaction, service levels, and program outcomes.
· Collaborate cross-functionally with internal teams such as program operations, marketing, and others to identify opportunities for improvement and drive initiatives that enhance the customer experience.
· Establish and maintain effective communication channels with all customers including job seekers, external partners, and other stakeholders, soliciting feedback and ensuring timely resolution of issues and concerns.
· Develop and implement job seeker engagement programs and initiatives to build rapport, loyalty, and advocacy.
· In collaboration with Manager, Workforce, develop appropriate Workshop schedules.
· Prepare regular reports and presentations for management, highlighting key insights, trends, and performance metrics related to customer experience.
· Responsible for tracking interactions and customer experience through completed enrollment into eligible programs and training
· Responsible for the oversight and safety of all individuals within the Michigan Works! service centers; handles safety related incidents.
· Maintain and share knowledge with the talent team of current services, high-demand sectors, and job openings.
· Develop and manage relationships with community partner agencies and businesses, as needed.
· Responsible for ongoing professional development to ensure management skills and program knowledge remains relevant. · Accountability to align with the mission, vision, and values of Kinexus.
Kinexus GroupCustomer Care | MiWorks! BCVB
Jun. 2024 - Aug. 2024- Serve as the first point of contact for visitors, providing courteous, friendly, and helpful service.
- Educate customers on Michigan Works! services and the Unemployment Insurance process.
- Address customer inquiries and provide referrals to local resources.
- Assist customers with employment and career goals through coaching, scholarships, and training opportunities.
- Support day-to-day operations of the service center, including timely opening and closure.
- Maintain knowledge of community resources and services provided by embedded partners.
- Handle data entry and administrative tasks for the talent team.
- Help customers navigate technology, including internet access, email creation, and resource contact.
- Protect customers' confidential information and use it for official purposes only.
- Participate in professional training and contribute to the improvement of operations and customer experience.
- Collaborate with multiple teams within Kinexus Group to streamline services and maximize resources.
- Ensure adherence to Michigan Works! policies, procedures, and guidelines.
- Suggest improvements to promote services and increase customer satisfaction.
Polytek Development CorpSenior Customer Service Manager
Jul. 2022 - Mar. 2024Kalamazoo, Michigan, United States• Corporate-level project management focused on streamlining processes and procedures to improve company efficiencies.
• Cross-functional collaboration on best practices and organizational success.
• Understand and maintain compliance standards on federal and global health and safety regulations.
• Development and integration of multiple CRM and customer service platforms and systems that enhance overall service delivered across 11 consumer brands.
• Coach staff of 15-25 employees on maintaining positive customer relations by addressing problems head-on and providing solution-based service.
• Train personnel on KPI standards and enforce participation in exercises focused on developing key skills.
• Evaluate interactions between associates and customers to assess personnel performance.
Polytek Development CorpCustomer Service Manager
Mar. 2021 - Jul. 2022• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
• Followed through with client requests to resolve problems.
• Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
• Managed team handling inbound volume of 6,000 calls per month.
• Researched and corrected customer concerns to promote company loyalty.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Technology Solutions of MichiganAccount Manager
Jul. 2020 - Mar. 2021Kalamazoo, Michigan, United States• Negotiated contracts for IT and programming services provided.
• Stayed current on company offerings and industry trends.
• Maintained current knowledge of evolving changes in the marketplace.
• Monitored service after sale and implemented quick and effective problem resolutions.
• Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
• Met with customers to discuss and ascertain needs, tailor solutions and close deals.
• Coordinated with internal teams to facilitate prompt delivery of client projects.
• Also assisted with company website updates and digital marketing.
Pse Event HousingAccount Success Administrator
Mar. 2019 - Jun. 2020• Developed and managed processes and implemented organizational strategies aimed at increased efficiency.
• Streamlined event management procedures and developed employee training for optimized client and tournament success.
• Planned, designed, and scheduled phases for large projects focused on streamlining processes and improving employee development.
• Provided detailed project status updates to stakeholders and executive management.
• Coordinated hotel procurement and services for events and tournaments within tournament director requirements.
• Managed housing needs for staff and players for 2020 PGA Championship and 2020 Ryder Cup.
Pse Event HousingCustomer Service Team Lead
Apr. 2018 - Mar. 2019Kalamazoo, Michigan• Maintained up-to-date knowledge of product and service changes.
• Improved employee retention by 100%
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Implemented and developed customer service training processes.
• Conducted regular staff meetings to discuss customer service issues and potential solutions.
• Trained and supervised team of customer service representatives in providing quality service to customers.
Pse Event HousingCustomer Service Representative
Sep. 2017 - Apr. 2018Kalamazoo, MichiganInbound and outbound correspondence with guests regarding hotel reservations.
EPI Marketing ServicesLead CSR
Mar. 2017 - May. 2017Battle Creek, MichiganI am the Lead CSR for 3 global companies and I am responsible for fulfilling their daily marketing material needs. I process orders to be shipped to their customers, I send their trade show items, literature, and marketing samples. I also process their inventory needs and lay out their website store. In addition I take customer service calls for rebate offers and bank compliance displays.
PNCOutreach Specialist
Apr. 2015 - Mar. 2017Kalamazoo, MichiganResponsible for servicing customer bank accounts and offering products and services to allow them to enhance their banking relationships.
PNCCustomer Service Associate
Jul. 2013 - Apr. 2015Kalamazoo, MichiganDuties were to service incoming credit card account calls from existing credit card holders. I provided statement explanations, processed credit card replacements, took payments over the phone, assisted in credit card online banking and processed disputes. I also handled fraud verification and followed the necessary federal regulations with yearly training requirements.
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