Elizabeth Hayes
Brazil,IN
Summary
Multifaceted Team Lead with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset.
Overview
26
26
years of professional experience
Work History
Team Lead / Customer Service Agent
Working Solutions
09.2023 - Current
- Selected as subject matter expert during initial program start
- Guide and advise customer service agents supporting Federal Long Term Care Insurance Program
- Supervise and assist agents in de-escalation; take over calls when necessary
- Listen attentively and assist customers in understanding their long term care insurance payment/benefit options and selecting best plan for their needs
- Empathetic to difficult situations regarding end of life care
- Ability to multi-task in multiple systems while continuously engaging with customer
New hire instructor
Working Solutions
02.2023 - 08.2023
- Lead educator responsible to train new hire agents in virtual classroom setting
- Areas of instruction - proprietary computer systems, corporate policy, customer service expectations, and performance metrics
- Received high praise from students and superiors on conduction of class
Team Lead
Working Solutions
03.2021 - 08.2023
- Mentor, advise, and train customer service agents in fast-paced online environment
- Stay current on ever changing policy and travel requirements and procedures to provide professional guidance to agents
- Provide client policy, troubleshoot software, share informative articles from knowledge base, and advise step-by-step instructions to book / modify / correct reservations in real time
- Advise agents with sales advice, de-escalation tips, and solutions for demanding customers
- Consistently rated best Team Lead by superiors
Customer Service Agent
Working Solutions
01.2020 - 08.2023
- Provide white-glove services for multiple high end hotel brands
- Consistently score top 95% in call-quality metrics
- Actively listen to clients and choose best options for them regarding budget, preferences, and time constraints with goal of closing sale
- Perform variety of concurrent tasks, such as modifying and canceling reservations or components of reservations, process credit card payment and travel vouchers, compose emails, submit proper forms, and contact subsequent departments for assistance with specific issues
- Empathetic to arising problems and situations; excellent ability to de-escalate and provide solutions
- Research complex issues regarding accounting and company policies, and strive to consistently provide one-call resolution.
Customer Service Agent
LiveOps
10.2019 - 01.2020
- Process requests for order entry, returns, claims, credit issuance, tracking and delivery
- Resolve customer’s questions on orders, returns, policy, and payment processing
- Research more complex issues regarding delivery follow-up and order tracking
- Assist customers in website navigation, placing online orders, and trouble-shooting technical issues
Travel Agent
Hickory Ridge Travel
08.1997 - 06.2000
- Establish and maintain outstanding relationships with clients and exceed their expectations for customer service while securing their travel arrangements
- Demonstrate consistent ability to close sales and achieve high productivity
- Support owner by reconciling airline reports and account discrepancies
- Operate Apollo GDS efficiently and accurately
- Troubleshoot problems and resolve them to satisfaction of clientele
Education
Family And Consumer Sciences Education -
Indiana State University
Terre Haute, INFamily and Consumer Sciences Education -
Olivet Nazarene University
Bourbonnais, ILSkills
- Outstanding communication
- Ability to meet all work metrics while working remotely
- Detail oriented
- Conflict resolution
- Time management
- Problem-Solving
Timeline
Team Lead / Customer Service Agent
Working Solutions
09.2023 - Current
New hire instructor
Working Solutions
02.2023 - 08.2023
Team Lead
Working Solutions
03.2021 - 08.2023
Customer Service Agent
Working Solutions
01.2020 - 08.2023
Customer Service Agent
LiveOps
10.2019 - 01.2020
Travel Agent
Hickory Ridge Travel
08.1997 - 06.2000
Family And Consumer Sciences Education -
Indiana State University
Family and Consumer Sciences Education -
Olivet Nazarene University
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