Achilah Hayes
Chesapeake,VA
Summary
Adept at navigating high-pressure environments, leveraged call center experience and Excel proficiency to exceed performance metrics at Maximus Call Center. Known for professional telephone demeanor and ability to mentor new hires, consistently enhanced customer satisfaction and team efficiency.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Maximus Call Center
04.2022 - Current
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Demonstrated flexibility and adaptability, seamlessly transitioning between different roles within the customer services team as needed.
- Provided support during high call volume periods, maintaining professionalism under pressure.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Representative Agent
Kelly Services
02.2020 - 04.2022
- Answered customer 100+ telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
Shelf Stocker
Walmart
08.2019 - 01.2020
- Answered customer questions and provided detailed product information.
- Helped customers locate desired items and transfer oversized items to vehicles.
- Unloaded arriving product stock and moved to store display areas.
- Collaborated with team members to complete daily tasks and achieve store goals.
Cook/Cashier
Mcdonalds
08.2017 - 04.2019
- Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
- Prepared meals efficiently under time constraints for timely service during peak hours.
- Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
Education
Associate of Science - Social Sciences
Tidewater Community College
Norfolk, VA05-2026
High School Diploma -
Phoebus High School
Hampton, VA06-2019
Skills
- Call center experience
- Microsoft Excel
- Documentation
- Live chat support
- Account updating
- Spreadsheets
- Office equipment proficiency
- CRM software proficiency
- Typing proficiency
- Positive and professional
- Member account management
- Following scripts
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Received employee recognition for flexibility and outstanding call performance/metrics.
- Award completion for Medical billing and coding credentialing certification course - Tidewater Community College - January 2024
- Award completion for Advanced Medical billing and coding credentialing certification course - Tidewater Community College - May 2024
Certification
- Cyber Security For Local Area Networks certification- Virginia Peninsula Community College - December 2022
- Certified Billing and Coding Specialist certification -
National Healthcare Association: Eff. Date- 02/03/2024, Exp. Date-02/03/2026.
Timeline
Customer Service Representative
Maximus Call Center
04.2022 - Current
Customer Service Representative Agent
Kelly Services
02.2020 - 04.2022
Shelf Stocker
Walmart
08.2019 - 01.2020
Cook/Cashier
Mcdonalds
08.2017 - 04.2019
- Cyber Security For Local Area Networks certification- Virginia Peninsula Community College - December 2022
- Certified Billing and Coding Specialist certification -
National Healthcare Association: Eff. Date- 02/03/2024, Exp. Date-02/03/2026.
Associate of Science - Social Sciences
Tidewater Community College
High School Diploma -
Phoebus High School
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