Summary
Overview
Work History
Education
Skills
Timeline
Generic

Christina Hayes

Customer Service
Glendale,AZ

Summary

Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. A personable personality that helps avoid call escalations.

Overview

31
31
years of professional experience

Work History

Customer Service Manager

Call Center Magic
02.2014 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.

Shift Manager

Wild Wings And Things
01.2006 - 01.2007
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Cooperated with coworkers to improve customer experience and manage storefront.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Managed inventory effectively, reducing wastage and optimizing stock levels for peak demand periods.
  • Resolved customer complaints promptly, maintaining a high level of customer satisfaction and brand reputation.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Oversaw daily operations, ensuring compliance with company policies, safety regulations, and industry best practices.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Enhanced employee satisfaction through regular performance feedback and recognition initiatives.
  • Evaluated team member performance regularly, identifying areas for improvement as well as recognizing exceptional contributions to the organization's success.
  • Improved team productivity by implementing efficient scheduling and task delegation.
  • Analyzed sales data to identify trends and opportunities for growth, driving revenue increases through targeted marketing initiatives.
  • Completed after-shift review reports to remind supervisors of completed work.

Cashier

711 Gas Station
12.2005 - 01.2007
  • Greeted customers entering the store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Counted money in cash drawers at the beginning and end of shifts to maintain accuracy.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.

Warehouse Packer

Current Catalog
10.2003 - 01.2004
  • Inspected products before packaging to avoid shipping defective or damaged goods to customers.
  • Enhanced warehouse efficiency by accurately packing and labeling products for shipment.
  • Maintained a clean and safe work environment, adhering to established safety protocols and procedures.
  • Packed, weighed and shipped items per customer specifications.

Telemarketer

MCI Telecommunications
05.1993 - 01.1995
  • Managed a high volume of calls daily while maintaining professionalism and efficiency.
  • Answered calls, took messages, and transferred calls to the correct individuals.
  • Completed daily cold calling and outreach to build a sales pipeline.
  • Generated new leads through targeted cold-calling efforts, expanding the company's client base.
  • Delivered scripted sales pitches to potential customers, adjusting pitches to meet the needs of specific individuals and businesses.
  • Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
  • Answered questions about company offerings with knowledgeable responses about products and services.
  • Utilized effective time management strategies to prioritize tasks for optimal productivity.
  • Improved overall call quality by adhering to company guidelines and best practices consistently.

Education

GED -

Mesa State
Grand Junction, CO
1991

Skills

  • Customer Service
  • Problem-Solving
  • Customer Relations
  • Time Management
  • Decision-Making
  • Exceptional interpersonal communication
  • Team Building and Leadership ADFS
  • Exceptional telephone etiquette
  • Conflict resolution techniques
  • Call Center Management
  • Positive and Constructive Feedback
  • New Hire Training
  • Call Monitoring
  • Telemarketing expertise

Timeline

Customer Service Manager

Call Center Magic
02.2014 - Current

Shift Manager

Wild Wings And Things
01.2006 - 01.2007

Cashier

711 Gas Station
12.2005 - 01.2007

Warehouse Packer

Current Catalog
10.2003 - 01.2004

Telemarketer

MCI Telecommunications
05.1993 - 01.1995

GED -

Mesa State

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Christina HayesCustomer Service