Gordia Hayes
New York,NY
Summary
Encouraging specialist and analytical problem-solver with talents for customer engagement, leading and motivating, as well as excellent technical aptitude. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Strong background knowledge n technology, specially Apple. Great love for anything Apple related. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, love of technology and systems as well as problem-solving skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Supervisor of Customer Care
Verizon
05.2020 - 05.2023
- Directed customer care team, achieving high satisfaction rates
- Implemented training programs, overcoming technical challenges
- Streamlined customer inquiries response, boosting efficiency
- Led troubleshooting efforts, resolving customer issues promptly
- Enhanced team productivity by 20% through strategic training
- Elevated customer resolution success by implementing advanced analytics
- Refined complaint escalation process, reducing resolution time by 15%
- Mentored new team members, fostering a collaborative work environment
- Crafted a long-term customer satisfaction strategy boosting loyalty
- Optimized call handling processes, reducing average call duration by 10%
- Developed a real-time feedback system to enhance service delivery.
- Specialized in Apple Products
Site Manager
VitalCheck Wellness
01.2021 - 06.2022
- Managed comprehensive recruitment and training process for new staff
- Increased productivity by 20% through efficient workflow management
- Supervised a team of medical professionals and administrative staff
- Implemented company policies to address and resolve conflicts
- Maintained detailed records of operations and resources
- Oversaw precise record-keeping, ensuring operational compliance and efficiency
- Developed new conflict resolution frameworks to bolster workplace harmony
- Provided continuous support and development for a diversified team
- Enhanced compliance protocols, reducing errors by 30%.
Customer Service Representative
Citizen Bank
02.2018 - 04.2020
- Supported bank's financial and strategic goals, fostering a sales and service culture
- Opened bank products to meet financial demands of existing and potential members
- Contributed to credit union's security responsibilities across departments
- Ensured all member transactions were processed in compliance with policy and procedure standards
- Enhanced customer experience by resolving inquiries and issues efficiently
- Guided members on using digital banking tools, increasing tech engagement
- Monitored and reported on transactional errors to reduce discrepancies
- Streamlined transaction processes, enhancing accuracy and customer trust
- Eagerly tackled diverse member issues, ensuring high satisfaction rates
- Analyzed transaction reports to identify and rectify error patterns.
Front Desk Receptionist
BALDWIN WALLACE UNIVERSITY
08.2017 - 01.2018
- Managed office systems, enhancing data management and filing efficiency
- Streamlined travel reservations and phone monitoring processes
- Generated financial reports, contributing to improved financial transparency
- Organized and maintained appointment schedules, ensuring smooth operation.
Library Assistant
Putnam County Library
08.2016 - 05.2017
- Contributed to library operations through cataloging and data management
- Improved user experience by providing detailed information
- Ensured smooth circulation of library resources
- Enhanced data accessibility for staff
- Resolved technical issues, improving library's digital infrastructure
- Managed library cataloging and resource circulation, ensuring policy adherence
- Assisted in routine tech maintenance, enhancing library service continuity
- Implemented new cataloging techniques to improve user access to resources
- Streamlined library's database, enhancing search functionality and user satisfaction.
Education
Bachelor's Degree - Theatre and Business
Baldwin Wallace University
Berea, OH05.2021
Skills
- Conflict Resolution
- Phone Etiquette
- Problem-Solving
- Communication skills
- Critical thinking
- Passion for Apple Products
- Flexibility
- Problem solving
- Able to quickly learn and adapt to new products and features
- Exceptional customer service experiences
- Strong communication skills and
- Comfortable engaging with both small groups and individual customers
- Curiosity to learn
- Passionate about new technology and always eager to share enthusiasm and knowledge with others
- Committed to learning and meeting new standards set
- Strong interpersonal skills
- Great Listener and Empathetic
Certification
Apple IT and Support Certification
Timeline
Site Manager
VitalCheck Wellness
01.2021 - 06.2022
Supervisor of Customer Care
Verizon
05.2020 - 05.2023
Customer Service Representative
Citizen Bank
02.2018 - 04.2020
Front Desk Receptionist
BALDWIN WALLACE UNIVERSITY
08.2017 - 01.2018
Library Assistant
Putnam County Library
08.2016 - 05.2017
Bachelor's Degree - Theatre and Business
Baldwin Wallace University
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