Kimberlee BradleyKalamazoo, MI | (248) 420-9585 | knbradley2008@gmail.com

AREAS OF EXCELLENCETraining & DevelopmentCompliance

Policy CreationBusiness Development

Company OperationsCall Center Management

Human Resources Recruitment Employee Management

EXPERIENCE Independent Beauty Consultant 2015-

PresentYounique, Kalamazoo, MI Market new line of beauty products. Coordinate online sales, in-home parties and participate multi-vendor sales

events. Promote through word of mouth and social media outlets.

Personal Assistant 2014 – 2015Ron Joslin, Ypsilanti MI Took over Payroll within 3 months without previous experience. Fixed major

W2/Tax issue payroll company created. Created Human Resources department and handled HR responsibilities such as

recruiting and candidate selection, write-ups and employee performance tracking for 4 businesses.

Handled Money by managing Bank Accounts, Accounts Payable, & All Business Profits.

Created Audit/Compliance procedures and got company within compliance of Michigan Laws..

Handled Business Registrations and Tax issues that arose. Personal Assistance with secondary home and personal needs of boss.

Independent Designer 2014 – 2015Origami Owl Living Lockets, Kalamazoo MI Market customizable living locket jewelry. Coordinate online sales, in-home parties as well as participate in multi-vendor

sales events. Promote through word of mouth and social media outlets.

Board Secretary and Board Member 2010 – 2014Senior Services Southwest Michigan, Kalamazoo MI Assist board with determining company's mission and purpose. Support President and assist in annual review process. Ensure effective organizational planning, adequate resources and monitor

program and services. Ensure adequate resources, promote services to the community and raise

donation funds.    Serve as lead consultant for social media marketing to Fund Development

Manager. Served as Meals on Wheels Coordinator through Consumers Credit Union (2009).

Business Development Manager 2012 – 2013

Specialized Staffing Solutions, Kalamazoo MI

Present workforce solutions to prospective businesses explaining benefits of partnering with staffing agency.  

Prospect, develop and close contracts to connect and develop long term client relationships.

Assisting in bringing number of employees hours worked to yearly high. Averaging 200% of monthly proposal goal. Point of contact for IT department problem resolution. Develop relationships with community universities and community colleges for

recruitment strategies and attend job fairs for talent management.

Member Service Center Management 2008 – 2011Consumers Credit Union, Kalamazoo MI Directed a team of phone sales and support representatives responsible for

building the company brand, member satisfaction, and increasing revenue by managing all the-day to-day system operations of call center.  

Saved the company over $250,000 by introducing and adopting new call center standards.

Reduced the average amount of abandoned calls from a high of 24% down to a low of 1% and reduced wait time from high of 15 minutes to 30 seconds.

Designed and maintained department web-based resource tool creating efficiencies, offering tools, and simplifying team / individual reporting.

Mentored staff in superior member service skills by utilizing quality assurance call monitoring, handling and coaching specific to escalated member calls, extensive monthly / weekly one on ones, and annual performance reviews.

Scheduled training and work time, eventually decreasing overtime during system conversion by 40% through the extension of call center hours and additional support coverage from other departments.  

Provided for statistical analysis, report generation, and vendor coordination.   Coordinated with Risk Manager to decrease potential fraud and exposure by

creating identification procedure, phone requested wire transfers, etc. Assisted in marketing campaigns including Generation Y initiative (a project

team / event participant), debit card usage and debit card authorizations. Member of focus group responsible for creating brand focused on Generation X target market to attract younger community to increase loyalty, which included marketing on networking sites such as facebook, coordinating student fairs, & creating new t-shirt designs.

Fraud Resolution Center Officer 2006 – 2008Comerica Bank, Auburn Hills MI Centralized all customers and banking center fraud claims by managing

modification process initiating claims at banking center versus via telephone. Recruited, interviewed, hired, coached / mentored fraud investigators, creating an

entirely new department. Developed and conducted training for fraud resolution (i.e. collections, recovery,

payment restitution, and prevention efforts) that improved accuracy and productivity of investigators.

Created standards for a new case management system, including creating case management reporting, that ensured business goals and customer expectations were met.

Appointed member of bank-wide contact center metric team charged with standardization of all contact center metrics reported to senior management.

Direct Banking Customer Contact Center Supervisor 2004 – 2006

Comerica Bank, Auburn Hills MI Supervised team of phone sales representatives responsible for increasing

revenue. Responsible for scheduling of training and quality assurance monitoring. Outperformed peers in revenue generated with smallest team. Appointed as lead supervisor charged with standardization of customer contact

center metrics reported to senior management. Branch Management 2001

– 2004Comerica Bank, Waterford MI Responsible for day to day operations of branch retail office including servicing

customer’s banking needs and offering products to better their financial needs. Improved branch audit results from failing to highest ranking score by

implementing standards with office staff and performing internal audits.PROFESSIONAL DEVELOPMENT

Bachelor of Business Applied Arts in Interpersonal and Public Communication, June 2000

Central Michigan University Mt Pleasant, MI; Minor in Journalism and AdvertisingAdditional Training: Windows & Microsoft Office (Word, Excel, Powerpoint, Outlook). Lotus Notes, ADP and Paycor experience.  Proficient in all social media (Twitter, Instagram, Facebook).