Michelle Cline
Michelle Cline is FurstPerson's Vice President of Operations. In this role, Michelle holds executive responsibility for the delivery of the FurstPerson Assessment Solutions and Recruitment Process Outsourcing. Michelle drives and oversees all aspects of operations within FurstPerson client services, including development and implementation of assessment products and technology as well as coordination and allocation of human and technical resources. Michelle is a vital force behind FurstPerson's client relations and the prime communicator and problem solver who defines specific goals within the operations realm and ensures that those goals are met. Applying her call center expertise, Michelle has helped numerous companies streamline processes and increase efficiencies while implementing hiring solutions that drive positive ROI to the business by decreasing turnover and increasing agent performance.
Michelle joined FurstPerson 10 years ago when the company was founded. She had been working as a consultant for CallCenter Services, taking on multiple projects focusing on improving internal call center business processes and implementing new call center methodology. Prior to her role with CallCenter Services, Michelle worked for EDS in a General Motors call center where she was a member of the call center operations team.
Michelle is a member of the Society of Consumer Affairs Professionals (SOCAP), where she has served in a variety of leadership roles. Most recently, she served two terms as President of the Chicago SOCAP chapter. She has authored white papers on recruiting, selection and hiring, and has written articles published in Call Center Management Review and the Chicago Tribune. Michelle has additionally had the privilege of speaking to a variety of contact center-focused organizations.
Michelle graduated from Purdue University in their Call Center program with a Bachelors of Science in Consumer Affairs. While at Purdue, she worked at the Center for Customer Driven Quality, assisting with research and working on projects that focused on quantitative call center measurements. It was during this time that Michelle had the opportunity to work with Dr. Jon Anton, the renowned call center expert and international speaker.
