AMY HAYES
Royal Palm Beach,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Experience Coordinator
TJX Companies
04.2024 - Current
- Monitored Customer Experience Coordinator team performance, providing constructive feedback and coaching when needed.
- Resolved escalated customer issues, ensuring timely resolution and maintaining high levels of satisfaction.
- Trained new team members on company guidelines and best practices for exceptional customer service delivery.
- Introduced personalized follow-up procedures after resolving complaints, increasing positive feedback from customers about their experiences.
- Identified areas of improvement in customer service processes, implementing effective solutions to optimize performance.
- Helped customers understand return policies and processed items.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Handled all escalated complaints and implemented timely, knowledgeable and effective solutions balancing customer and business needs.
- Oversaw front register operations and maintained exceptional levels of customer service in all interactions.
Style Associate
Target
04.2020 - Current
- Assist customers with sales
- Maintain style sections of store
- Provide backup at registers when needed.
- Worked varied hours to meet seasonal and business needs.
- Greeted customers and offered assistance for increased customer satisfaction.
- Provided product price information to customers.
- Managed customer relations through communication and helpful interactions.
- Identified customer needs and wants to enhance customer experiences and boost sales.
Customer Service Representative
Chewy.com
06.2022 - 06.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Adoption Counselor
A Second Chance Rescue
02.2016 - 01.2023
- All foster based rescue
- In charge of processing approved adoptions and educating adopters on the care and responsibilities of pet ownership.
- Connected adoptive families with relevant community resources for additional support.
Veterinary Technician
Justin Bartlett Animal Hospital
10.2019 - 03.2020
- Perform diagnostic tests, maintain client records, assist Veterinarian in whatever they need
- Provide treatment as directed by Veterinarian, including filling prescriptions, giving shots, subcutaneous fluids etc
- Keep treatment rooms and equipment clean.
- Effectively managed time-sensitive tasks while maintaining high-quality patient care through multitasking abilities during busy shifts at the clinic.
- Assisted in euthanasia procedures with empathy and compassion, providing emotional support to grieving pet owners during difficult times.
- Administered medications and vaccinations to animals under the supervision of a veterinarian, ensuring proper dosage and administration techniques.
- Restrained animals to protect veterinarians from potential harm.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Conducted diagnostic tests such as blood work, x-rays, and ultrasounds to aid in accurate diagnosis and treatment planning.
- Monitored post-operative recovery processes for surgical patients closely to detect any complications early enough for prompt intervention.
- Educated clients on preventive care measures such as vaccination schedules, heartworm prevention, flea/tick control, dental hygiene, and nutrition guidelines.
- Maintained clean examination rooms, equipment, and kennels to ensure a safe and sanitary environment for both patients and staff members.
- Provided exceptional customer service, addressing client concerns and answering questions about pet health and wellness.
- Collaborated with fellow technicians to create efficient workflows that streamlined daily tasks within the clinic setting.
- Contributed to team success by supporting colleagues when needed during emergencies or critical cases requiring additional assistance.
- Provided thorough discharge instructions to clients following appointments or surgical procedures, ensuring clear understanding of medications, aftercare steps, and follow-up recommendations.
- Administered medications to animals in treatment and documented changes in condition.
- Enhanced client satisfaction by providing compassionate care for pets during their appointments.
- Restocked surgical and office supplies to keep all necessary materials easily accessible.
- Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
- Greeted pet owners and went over available services, outlined costs, and determined special needs of animals under care.
- Answered owner animal health questions and advised on best care practices.
Front End Associate/Cashier
T.J. Maxx
09.2015 - 02.2016
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Welcomed and engaged customers, offering assistance with locating or retrieving merchandise.
- Worked flexible schedule and extra shifts to meet business needs.
- Answered questions about store policies and addressed customer concerns.
- Gathered shopping baskets and carts and relocated to designated areas.
- Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
Education
Bachelor's in Psychology - Psychology
Purchase College
Purchase, NY01.1998
Skills
- People Person (10 years)
- Organizational Skills
- Time Management
- Animal Care
- Kennel Experience
- Animal Restraint
- Veterinary Technician Experience
- Veterinary Assistant
- Animal Handling
- Front Desk
- Patience and composure
- Training and coaching
- Opening and closing procedures
- Promotions understanding
- Feedback collection
- Returns policies
- Returns assistance
- Client Advocacy
- Product Knowledge
- Calm and Professional Under Pressure
- Customer Service
- Teamwork and Collaboration
Certification
Driver's License
Timeline
Customer Experience Coordinator
TJX Companies
04.2024 - Current
Customer Service Representative
Chewy.com
06.2022 - 06.2024
Style Associate
Target
04.2020 - Current
Veterinary Technician
Justin Bartlett Animal Hospital
10.2019 - 03.2020
Adoption Counselor
A Second Chance Rescue
02.2016 - 01.2023
Front End Associate/Cashier
T.J. Maxx
09.2015 - 02.2016
Bachelor's in Psychology - Psychology
Purchase College