Hailei Kole
Customer Service & Operations Professional
Willowick,OH
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
10
years of professional experience
3
3
Certifications
Work History
Amazon Delivery Driver
Sansky Logistics Group
Solon, Ohio
12.2025 - 02.2026
- Completed on-time deliveries by choosing best and most efficient routes.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
Customer Service Sales Representative
Farmers Insurance Group
Mentor, Ohio
07.2024 - 09.2025
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Implemented upselling techniques to increase average transaction value and drive additional revenue growth.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
Senior Phlebotomist
CSL Plasma
Willoughby, Ohio
02.2023 - 07.2024
- Performed precise plasma collection procedures, ensuring donor comfort and minimizing adverse reactions.
- Supported fellow technicians during busy periods or absences, demonstrating adaptability in various roles throughout the center.
- Assisted in training new technicians, sharing best practices to ensure consistent quality across the team.
- Monitored vital signs continuously throughout the donation process, promptly addressing any fluctuations or concerns as they arose.
- Promoted a positive atmosphere among donors and staff, fostering strong relationships that encouraged repeat donations.
- Collected blood samples and plasma donations in accordance with laboratory protocols and regulations.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Sales Associate
Ross Dress For Less
Mentor, Ohio
10.2020 - 05.2023
- Offered personalized customer service to all customers to support satisfaction and loyalty.
- Greeted customers, identified needs and provided product advice.
- Used point-of-sale systems to process payments and check inventory levels.
- Restocked shelves and organized displays in alignment with merchandising standards.
- Provided excellent customer service, addressing inquiries and resolving issues swiftly.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
Phlebotomist
CSL Plasma
Willoughby, OH
09.2022 - 02.2023
- Centrifuged blood samples as outlined in clinical protocols.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Excelled in high-pressure situations, maintaining composure and professionalism during peak hours and emergency scenarios.
- Enhanced plasma product quality by implementing stringent processing protocols and adhering to industry standards.
- Reduced waste in plasma processing by optimizing resource usage and implementing best practices for plasma collection.
- Set up, maintained and verified sterility of lab equipment and tools.
PBX Switchboard Operator
Lake West Hospital
Willoughby, Ohio
05.2019 - 09.2022
- Promoted security measures by verifying caller identities before granting access to sensitive information or connecting them with key personnel.
- Reduced call wait times by promptly answering incoming calls and addressing inquiries with professionalism.
- Increased company reputation with excellent customer service, handling high-volume phone traffic with courtesy and efficiency.
- Connected callers with appropriate professional, department, or business.
Manager
McDonald's
Willoughby, Ohio
08.2018 - 05.2019
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Crew Member
McDonald's
Willoughby, Ohio
08.2016 - 08.2018
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Worked well with teammates and accepted coaching from management team.
- Collaborated with team members to complete orders.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
Education
High School Diploma -
South High School
Willoughby, OH 05.2001 -
Skills
- Analysis skills
- Venipuncture
- Time management
- Retail sales transactions
- Marketing
- Computer operation
- Patient interaction
- Cold Calling
- Calendar management
- Computer skills
- Upselling
- Supervising experience
- Data entry
- Training & development
Certification
CPR Certification
Timeline
Amazon Delivery Driver
Sansky Logistics Group
12.2025 - 02.2026
CPR Certification
05-2025
Property & Casualty License
08-2024
Customer Service Sales Representative
Farmers Insurance Group
07.2024 - 09.2025
Phlebotomy Certification
03-2024
Senior Phlebotomist
CSL Plasma
02.2023 - 07.2024
Phlebotomist
CSL Plasma
09.2022 - 02.2023
Sales Associate
Ross Dress For Less
10.2020 - 05.2023
PBX Switchboard Operator
Lake West Hospital
05.2019 - 09.2022
Manager
McDonald's
08.2018 - 05.2019
Crew Member
McDonald's
08.2016 - 08.2018
High School Diploma -
South High School
05.2001 -