Ernie Hays
Lakeland,FL
Summary
A personable transformational leader with over 11 years of operations management experience, focused on building and maintaining high performing teams, developing leaders, and empowering others to achieve their potential. Dedicated to problem-solving and streamlining operations to decrease costs and improve efficiency.
Overview
17
17
years of professional experience
11
11
Years of management experience
Work History
Customer Service Manager
GEICO
11.2022 - 10.2023
- Continued to use data driven approach to quartile management to drive team of 9 supervisors to countrywide best results in several key performance indicators including customer satisfaction surveys and first call resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored supervisors on performance-oriented strategies and customer service techniques.
Customer Service Training and Orientation Manager
GEICO
01.2019 - 11.2022
- Used data to make staffing decisions, coordinating hiring, and overseeing training of over 600 associates.
- Implemented structures that lead to companywide best results in hiring, new hire performance, new hire turnover, and associate engagement for GEICO's largest department countrywide.
- During this time, led a special project coordinating with Salesforce and implementing customer facing chat.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Developed and refined analytics used to drive performance and calibrated with Internet teams countrywide to ensure smooth implementation of GEICO’s customer chat function.
Customer Service Manager
GEICO
09.2017 - 01.2019
- I developed a data driven approach to manage quartile performance variance among supervisors, leading my team of 100+ associates to companywide top 3 best manager team results.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for improving performance in key indicators.
MANAGEMENT DEVELOPMENT SPECIALIST
GEICO
10.2015 - 09.2017
- Created, designed, planned, organized and directed a leadership development course for supervisors and managers that was attended by leaders across GEICO from sales, service, and auto damage divisions, focused on teaching principles of leadership, time management, and coaching.
- This course led to 2-point overall improvement in customer service satisfaction in customer facing departments.
- Completed projects in alignment with target deadlines and financial objectives.
- Presented information using variety of instructional techniques or formats, such as role-playing, simulations, team exercises, videos and lectures.
CUSTOMER SERVICE SUPERVISOR
GEICO
04.2013 - 10.2015
- Led multiple teams of 10+ associates each to department wide best results including best customer service satisfaction.
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
HEAVY EQUIPMENT OPERATOR
UNITED STATES MARINE CORPS RESERVE
01.2007 - 08.2013
- As a sergeant of Marines, I was responsible overseeing the wellbeing and training of Marines in my platoon of more than 50 Marines.
- Operated range of heavy equipment on regular basis with advanced skill.
Customer Service Representative
GEICO
09.2010 - 04.2013
- Delivered excellent customer service and regularly exceeded customer service satisfaction results.
- During this time, received management training including HR policies.
Education
Bachelor of Science - Business Management
WESTERN GOVERNOR’s University
Salt Lake City, UT09.2020
Skills
- Expert Performance and Leadership Coach
- Change Management
- Proficient in Excel, Word, and PowerPoint
- Data and Fact-Based Management
- Instructional Design
- Establishing and Communicating Vision
- Talent Development
- Training and Mentoring
- Staffing Coordination
- Call Center Operations
- Conflict Resolution Techniques
Certification
Lean Six Sigma Yellow Belt Certified
Completed "Leading Strategic Growth" Professional Development From Columbia School of Business
Timeline
Customer Service Manager
GEICO
11.2022 - 10.2023
Customer Service Training and Orientation Manager
GEICO
01.2019 - 11.2022
Customer Service Manager
GEICO
09.2017 - 01.2019
MANAGEMENT DEVELOPMENT SPECIALIST
GEICO
10.2015 - 09.2017
CUSTOMER SERVICE SUPERVISOR
GEICO
04.2013 - 10.2015
Customer Service Representative
GEICO
09.2010 - 04.2013
HEAVY EQUIPMENT OPERATOR
UNITED STATES MARINE CORPS RESERVE
01.2007 - 08.2013
Bachelor of Science - Business Management
WESTERN GOVERNOR’s University
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