Aries Hines
Virginia Beach
Summary
Dynamic customer experience leader with a proven track record enhancing agent performance through targeted training and root cause analysis. Skilled in process improvement and team management, I successfully elevated customer satisfaction scores by 30%, driving operational excellence and fostering collaboration across diverse teams.
Overview
12
12
years of professional experience
Work History
Manager-Customer Experience Specialist
ZIM Shipping
Virginia Beach
04.2024 - Current
- Conducted root cause analysis to identify customer experience trends and dissatisfaction.
- Audited email and voice agents, performing listening sessions and live quality assessments.
- Collaborated with international teams and organizational functions to analyze customer feedback.
- Developed training modules to improve agent responses and elevate customer experience.
Supervisor
Doordash
Roseville
06.2023 - 02.2024
- Facilitated daily operations for warehouse associates, addressing customer escalations effectively.
- Trained new agents on policies and procedures using Slack and Microsoft Office Suites.
- Conducted team meetings to analyze trends and resolve outstanding issues.
- Reviewed special projects to ensure alignment with operational goals.
- Uploaded and reviewed vendor invoices while discussing performance metrics.
- Recommended employee of the month initiatives to recognize exceptional contributions.
- Developed wellness wall to promote healthy problem-solving resources and stress management.
Associate Manager
Coinbase
Remote
10.2021 - 06.2022
- Supervised 10-15 Crypto agents, delivering customer support through phone, messaging, and email.
- Conducted new hire interviews and orientations to ensure smooth onboarding.
- Developed gamification strategies for agent QA scores and organized team-building activities.
- Executed special projects focused on QA review of common issues and process enhancements.
- Utilized Salesforce, Slack, ADP, JIRA, Coda, Tableau, and Google Suites for operational efficiency.
Consumer Care Call Center Manager
Equifax
Earth City
09.2018 - 10.2021
- Directed team of 16 to 18 Technical Product Analysts in Workforce Solutions Support.
- Processed I-9 and essential new employee documentation per department guidelines.
- Supervised two Supervisors and three team leads from various customer-facing sectors.
- Collaborated with vendor managers, stakeholders, and HR to improve service experience.
- Developed QA standards and conducted regular compliance reviews.
- Monitored forecasting and ensured adherence for optimal performance.
- Established daily ticketing goals, increasing productivity by 40%.
- Conducted workshops and info sessions, elevating QA scores by 30%.
Operations/Customer Service Manager
GreatCall (Jitterbug)
Carlsbad
11.2013 - 09.2018
- Conducted large-scale interviews, selecting qualified candidates efficiently.
- Managed daily operations including staffing schedules, resource allocation, budgeting.
- Implemented new technologies to improve efficiency and accuracy of customer interactions.
- Identified opportunities for process improvements within the department based on analysis of data.
- Collaborated across departments to develop strategies that would help drive better outcomes.
- Developed initiatives aimed at improving overall productivity while reducing costs associated with operations.
- Implemented training programs to improve team performance and knowledge.
Education
MFA - Writing-Poetry
Mills College
Oakland, CA01.2008
BA - English
University of South Florida
Tampa, FL01.2006
Skills
- Account management and leadership
- Team management and adaptability
- Interpersonal communication
- Process improvement methodologies
- Microsoft Office Suite proficiency
- Mac OS expertise
- ADP payroll systems
- Collaboration tools (Slack, Confluence)
- Salesforce Lightning and Genesys
- Data visualization (Tableau)
- Project management (Jira, Coda)
- Performance metrics
- Quality assessment
- Training development
- Root cause analysis
- Team supervision
- Data analysis
- Recruiting and interviewing
- Complex problem-solving
- Time management
- Networking strategies
- Budget control
- Shift scheduling
- Staff development and management
- Performance evaluations and management
- Employee onboarding
References
References available upon request.
Timeline
Manager-Customer Experience Specialist
ZIM Shipping
04.2024 - Current
Supervisor
Doordash
06.2023 - 02.2024
Associate Manager
Coinbase
10.2021 - 06.2022
Consumer Care Call Center Manager
Equifax
09.2018 - 10.2021
Operations/Customer Service Manager
GreatCall (Jitterbug)
11.2013 - 09.2018
MFA - Writing-Poetry
Mills College
BA - English
University of South Florida
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