Breeahnah Hailey
Charlotte,United States
Summary
Proficient Customer Service Supervisor with over 5 years in leadership and 10 years in customer service. Led front-line teams to enhance employee engagement and optimize operations, consistently delivering exceptional customer experiences. Skilled in coaching, performance management, conflict resolution, and process improvement, with a focus on cultivating strong team dynamics and implementing strategies that elevate customer satisfaction and support business growth.
Overview
11
11
years of professional experience
Work History
Customer Service Supervisor
Republic Services
Charlotte, United States
03.2022 - Current
- Led and developed customer service team to enhance accountability, engagement, and continuous improvement in fast-paced environment.
- Oversaw hiring, onboarding, training, coaching, and performance evaluations to strengthen frontline team performance and operational efficiency.
- Used performance metrics to assess individual and team results, identify coaching opportunities, and implement targeted development plans.
- Conducted quality assurance reviews, side-by-side observations, and performance assessments to maintain compliance with service standards and procedures.
- Coached team members on customer service excellence, account management, active listening, call control, problem-solving, and de-escalation techniques.
- Partnered with Sales, Operations, and Accounting to resolve escalated customer issues and deliver effective solutions.
- Drove employee engagement initiatives and supported professional development programs, resulting in improved team performance and retention.
Customer Service Specialist
Republic Services
Charlotte, United States
03.2018 - 03.2022
- Responded to customer service emails promptly and accurately, ensuring respectful and professional resolution of service issues.
- Resolved residential and commercial service issues through outbound emails, addressing billing questions, service inquiries, cancellations, price adjustments, and equipment issues effectively.
- Managed email and fax communications to clarify and resolve customer concerns efficiently.
- Logged and updated customer service interaction information promptly to support accurate tracking of inquiries and resolutions.
- Entered service data accurately into systems for billing and scheduling.
- Reviewed individual performance metric reports and collaborated with management to develop action plans for continuous improvement.
Ticketing Agent
Jetstream Ground Services/ Frontier Airlines
Charlotte
08.2015 - 03.2018
- Facilitated check-in, ticketing, baggage handling, and boarding processes to ensure smooth airport operations and enhance customer experience.
- Acted as a certified Loadmaster, managing weight and balance calculations for safe aircraft loading.
- Resolved customer concerns and de-escalated tense situations, improving passenger satisfaction.
Ticketing Agent
United Airlines
Charlotte, United States
09.2015 - 12.2015
- Managed ticketing and customer check-in processes for flights, enhancing boarding efficiency and improving overall customer satisfaction.
- Resolved issues for customers impacted by flight cancellations and delays, coordinating rebooking and alternate routing to minimize disruption.
- Provided de-escalation support to distressed passengers, fostering a calm, professional environment during stressful situations.
Education
High School Diploma -
Zebulon B. Vance
Skills
- Customer experience
- Customer resolution
- Customer relationship management
- Performance metrics analysis
- Workforce management
- Microsoft Excel
- Microsoft PowerPoint
- Workday
- Kronos
- Genesys
- Salesforce
- Coaching
- Employee development
- Employee engagement
- Team collaboration
- Leading teams
- Operational excellence
- Accountability
Timeline
Customer Service Supervisor
Republic Services
03.2022 - Current
Customer Service Specialist
Republic Services
03.2018 - 03.2022
Ticketing Agent
United Airlines
09.2015 - 12.2015
Ticketing Agent
Jetstream Ground Services/ Frontier Airlines
08.2015 - 03.2018
High School Diploma -
Zebulon B. Vance