Alesia Hayward
Sumter,SC
Summary
Professional support specialist with proven track record in delivering high-quality customer interactions and efficient problem resolution. Skilled in active listening, clear communication, and multitasking within fast-paced environments. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability and flexibility in meeting changing needs. Skilled in technical troubleshooting and maintaining service quality.
Overview
9
9
years of professional experience
Work History
Assistant Teacher
The Sunshine House Early Learning Academy
10.2023 - Current
- Implementing the Teacher’s lesson plans and maintaining daily classroom schedules
- Supporting each child’s social, emotional and intellectual growth and development
- Ensuring the wellbeing and safety of children at all times
- Using a variety of instructional and assessment strategies, as directed by the Teacher, to meet individual student needs
- Assisting students with assignments or difficult concepts
- Maintaining communication with parents, staff and faculty regarding the progress of students
- Supported student physical, mental, and social development using classroom games and activities.
- Supervised recess, lunch and daily student intake and dismissal.
- Completed daily reports, meal count sheets, and attendance logs.
Member Support Representative
ResultsCx
10.2024 - 03.2025
- Enhanced customer satisfaction by promptly addressing concerns and providing tailored solutions.
- Continuously updated personal knowledge base regarding industry trends and company offerings in order to provide relevant guidance to members.
- Handled sensitive member data with professionalism and discretion, adhering to strict security protocols at all times.
- Supported fellow team members during peak periods or absences, contributing significantly towards achieving departmental goals.
- Provided expert assistance to members navigating our online platform, enhancing their user experience.
- Optimized member interactions by effectively utilizing CRM systems to record communication details, ensuring seamless transitions between support representatives.
Customer Service Representative
Arise Virtual Solutions
08.2021 - 09.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with cross-functional teams to enhance overall client experience and satisfaction levels.
- Delivered outstanding support, assisting customers in navigating complex product offerings and services.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Chat Support Representative
Teleperformance
09.2019 - 11.2021
- Processed orders, exchanges, refunds and customer transactions and managed customer accounts
- Assisted with technical support duties and handled online orders and credit card transactions
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Resolved product or service problems by; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintained extensive knowledge of company policies, procedures, and offerings to effectively address customer needs.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Promoted upselling opportunities where appropriate while remaining focused on delivering exceptional service within each interaction.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
Financial Customer Service Representative
Sykes Enterprises, Incorporated
08.2017 - 08.2019
- Reviewed credit applications thoroughly before approval or denial recommendations were made, reducing potential losses due to non-performing loans.
- Developed expertise in multiple banking systems and software applications required for effective job performance as a Financial Customer Service Representative.
- Educated customers on various financial products, empowering them to make informed decisions and improve their financial health.
- Exceeded performance metrics consistently by delivering exceptional financial services support to clients.
- Delivered personalized customer service by taking the time to understand individual client needs, leading to increased trust and loyalty among the bank''s clientele.
- Navigated complex client scenarios with tact and professionalism, resulting in successful resolution of conflicts or concerns.
Home Health Aide
Precious Home Care Svc
03.2016 - 07.2017
- Assisting with personal care: bathing and grooming, dressing, toileting, and exercise Basic food preparation: preparing meals, shopping, housekeeping, laundry, and other errands
- General health care: overseeing medication and prescriptions usage, appointment reminders and administering medicine
- Mobility assistance: help with getting in and out of a wheelchair, car or shower Personal supervision: providing constant companionship and general supervision
- Emotional support: being a stable companion and supporter in all matters personal, health-related and emotional Care for the elderly
Education
Bachelor's degree - Psychology
University of Phoenix online
04.2025
High school diploma or GED - Graduated - Diploma
Sumter High School
Skills
- Customer technical support
- Client support
- Real-time chat support
- Proactive problem solving
- Data analysis proficiency
- Client account management
- Prospective client outreach
- Mobile technology expertise
- Proficient in operating systems
- Microsoft Windows
- Data communication systems
- IT help desk management
- Desktop Support
- Network Administration
- Effective verbal communication
- Performance evaluation
- Skilled in CRM software management
- Proficient in fast typing
- Teamwork and collaboration
- Meticulous attention to detail
- Detail-oriented data management
Timeline
Member Support Representative
ResultsCx
10.2024 - 03.2025
Assistant Teacher
The Sunshine House Early Learning Academy
10.2023 - Current
Customer Service Representative
Arise Virtual Solutions
08.2021 - 09.2023
Chat Support Representative
Teleperformance
09.2019 - 11.2021
Financial Customer Service Representative
Sykes Enterprises, Incorporated
08.2017 - 08.2019
Home Health Aide
Precious Home Care Svc
03.2016 - 07.2017
High school diploma or GED - Graduated - Diploma
Sumter High School
Bachelor's degree - Psychology
University of Phoenix online
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