Casey Hayward

• Supervised team of 10+ agents daily through peak business hours, acting as subject matter expert and handling escalations
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Monitored customer feedback to identify areas of improvement in customer experience.
• Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
• Investigated customer complaints and escalated issues to address critical requests.
• Trained new customer service agents on policies and procedures to support favorable customer experiences.

• Led CX team in support tickets solved and response rate while maintaining 95%+ customer satisfaction scores
• Acted as subject matter expert on all Wonder-related products, assisting other agents during service hours
• Spearheaded collaboration between CX and Marketing teams in responding to all Social Media inquiries in Meta Business Suite, creating Social Media SOPs for CX team
• Developed SOPs regarding customer concessions and win-back situations
• Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
• Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities
• Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution
• Trained new customer service agents on policies and procedures to support favorable customer experiences

• Managed student run mini credit unions branches within area high schools
• Taught student volunteers financial literacy and bank teller job responsibilities
• Kept consistent communication between all stakeholders
• Managed balanced cash systems between branches
• Planned and executed yearly annual meetings
• Consistently 50% below budget on all events planned in office
• Produced monthly newsletters using Adobe InDesign for Student Branches
• Performed duties in office environment during operating hours

• Skilled at working independently and collaboratively in a team environment.
• Facilitated workshops for customers on how to utilize their devices purchased from Verizon Wireless (basic and advanced)
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Reduced return rates and customer frustration through education
• Appointed scheduler of workshops for entire Southern Tier of NY Experience Specialists
• Traveled between the regions 5 stores to facilitate these workshops on a daily basis.
• Facilitated one on one sessions with customers whose schedules did not fit into scheduled workshops
• Sold customers solutions to their needs based on relationships built
• Held accountable for workshop attendance as well as accessory revenue from those workshops
• Handled troubleshooting devices, plan changes, floor management, inventory, etc. (Needs of the business) while not teaching classes

• Resolved customer complaints and maintained clean and tidy checkout area.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
• Processed customer orders and accurately handled payment transactions.
• Developed and managed relationships with customers to increase customer loyalty.
• Counted money in drawers at beginning and end of each shift.
• Maintained customer satisfaction with quick and professional handling of product returns.
• Answered product questions using knowledge of sales and store promotions.
• Utilized POS system to handle customer cash and credit card transactions.

Responsible for supervising and assisting 24 student callers and two student supervisors while ensuring Phone-a-thon achieves goals. Specific responsibilities included:
• Reviewed applications, participated in phone interviews and made hiring recommendations to assistant director of the Fisher Fund
• Mentoring and training new supervisors
• Developed and presented comprehensive training program to student callers
• Establishied an enthusiastic and efficient work environment
• Answered student caller questions and offered support, advice and guidance as needed
• Served as a positive role model for the student callers
• Monitored calls and progress; provided updates to the Assistant Director of the fisher fund and other advancement staff.
• Reviewed program data and made recommendations for future enhancements.

• Received First Generation Scholarship
• Participant in Relay for Life & Teddy Dance for Love
• Dean's List 2011 and 2012