Michaela Kalama

Director of Customer Service @Express Employment Professionals – Hawaii

Honolulu, HI, US

Express Employment Professionals works with job seekers to help them find the right job for their skills and experience. We have a variety of jobs available, including full-time, part-time, and temporary positions. As one of the leading staffing agencies in North America, Express provides employment services and workforce solutions to employers throughout our community- Oversees daily operations of the customer service department to ensure high-quality service delivery- Develops and implements customer service policies, procedures, and standards- Collaborates with cross-functional teams to enhance the customer experience- Handles escalated customer concerns and resolves complex issues efficiently- Analyzes customer feedback and trends to inform business decisions and process improvements- Establishes training programs to continuously develop the customer service skills of the team- Oversees the process of calling applicants to confirm interest and availability for job opportunities- Schedules in-person, video, or phone interviews on behalf of Employment Specialists- Ensures timely follow-up with candidates to reduce no-shows and improve placement efficiency- Coordinates interview logistics and communicates details clearly to both applicants and Employment Specialists