ABIGAIL HAYES
Cottonwood,AZ
Summary
Customer service skills and for years. Seasoned Service Manager bringing 8+ years of Operations and Customer Service experience. Proficient in business practices, standards of operation, and customer needs. Empowering leader with a passion for developing teams with a focus on exceptional service delivery and customer retention. Collaborative leader with a dedication to partnering with coworkers to promote an engaged, empowering work culture. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings. Resourceful Manager offering a history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with a hardworking mentality to maintain the quality of services and products.
Overview
4
4
years of professional experience
Work History
Partner Service Manager
WEX
04.2023 - Current
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Monitored service staff performance and provided feedback for improvement.
- Met with customers to discuss service needs and offer available solutions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Developed detailed plans based on broad guidance and direction.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Launched quality assurance practices for each phase of development
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Managed senior-level personnel working in marketing and sales capacities.
Client Manager
WEX
01.2021 - 01.2023
- Represent and manage all account implementation and setup aspects for new Partners
- Execute and communicate effectively across the various milestones of the overall WEX Health Cloud implementation plan, including ownership of many tasks, delegation, and follow-up of others
- Excellent leadership skills and experience coaching and mentoring team members
- Provide training and guidance to internal teams regarding a partner's program and critical initiatives
- Ensure timely follow-up and resolution of inquiries/issues to meet Partner needs and expectations
- Collaborate with Operations, Legal, and cross-functional partners to define and prioritize the highest-impact projects and adapt to changing laws and regulations
- Integrate user research, market analysis, and customer feedback into product requirements to ensure products satisfy customer needs and desires
- Experience developing a team of managers.
Quality Analyst
WEX
05.2020 - 10.2021
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Recorded findings of inspection process, collaborating with Quality team to implement corrective actions. Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Defined and implemented quality initiatives to reduce risk.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation.
- Developed training materials, SOPs, and work instructions to supplement new team member onboarding.
- Participated in departmental meetings to establish short- and long-term strategies.
- Created and revised procedures, checklists, and job aids to reduce errors.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Consulted manuals and process documents to investigate malfunctions.
- Performed standard first-article inspections and random sampling inspections to verify adherence to customer standards.
- Edited, proofed, and critiqued internal documents to improve clarity.
- Reviewed production processes and identified potential quality issues.
- Documented and executed detailed test plans and test cases and summarized and logged audit findings for reporting purposes.
- Administered annual internal quality audits and assessed results to inform corrective action measures
Education
High School Diploma -
Battle Creek Academy
Remote05.2010
Skills
- Special Projects
- Team Oversight
- Client Services
- Strategy Development
- Operations Management
- Customer Service
- Strategic Planning
- Contract Management
- Database Management
- Conflict Resolution
- Claims Investigation
- File Management
Timeline
Partner Service Manager
WEX
04.2023 - Current
Client Manager
WEX
01.2021 - 01.2023
Quality Analyst
WEX
05.2020 - 10.2021
High School Diploma -
Battle Creek Academy