Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Hailey Green

Kingsley,MI

Summary

Dynamic customer service professional with a proven track record at Walman Optical, excelling in problem resolution and team coaching. Recognized for enhancing customer loyalty through empathetic conflict resolution and consistently exceeding performance metrics. Skilled in multitasking and continuous improvement, with a strong foundation in product knowledge and effective communication.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

Walman Optical
10.2022 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Maintained up-to-date knowledge of product and service changes.

Lab Technician II

Walman Optical
07.2017 - 10.2022
  • Contributed to team success with strong collaboration skills, participating in staff meetings and offering support when needed.
  • Developed expertise in specialized tasks such as edging lenses, repairing frames, and adjusting eyewear for optimal fit and comfort.
  • Conducted thorough quality control checks on completed eyewear orders before dispensing them to accounts.
  • Facilitated seamless transitions between departments by coordinating effectively with other staff members involved in the optical lab process.
  • Improved workflow efficiency by maintaining and calibrating optical equipment regularly.
  • Operated lensometers to orient and mark uncut lenses for eyeglasses.
  • Resolved issues quickly to maintain productivity goals.
  • Consistently met or exceeded production targets while maintaining strict quality standards, resulting in increased customer satisfaction.
  • Coordinated with other departments to maintain smooth and efficient product flow.

Cashier

Northland Food & Family Center
07.2016 - 07.2017
  • Greeted customers entering store and responded promptly to customer 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.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Learned duties for various positions and provided backup at key times.

Cashier

Harbor Freight
03.2015 - 09.2015
  • Welcomed customers and helped determine their needs.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Answered questions about store policies and addressed customer concerns.
  • Addressed customer needs and made product recommendations to increase sales.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

Team Member

Taco Bell
03.2013 - 09.2015
  • Learned all required tasks quickly to maximize performance.
  • Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
  • Operated register to process payments and collect cash payment for order totals.
  • Addressed and resolved customer complaints in polite and professional manner.
  • Assisted with inventory counts and stocking.
  • Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.

Education

GED -

Traverse City High School
Traverse City, MI

Skills

  • Team coaching
  • Continuous improvement
  • Task prioritization
  • Adaptability
  • Reliability
  • Multitasking Abilities
  • Effective communication
  • Problem resolution
  • Customer service
  • Problem-solving

Accomplishments

  • Team Lead - Recognized as a "pace-setter" in production areas within the lab.
  • Cashier - Achieved highest number of warranties purchased within one-month period.

Timeline

Customer Service Representative

Walman Optical
10.2022 - Current

Lab Technician II

Walman Optical
07.2017 - 10.2022

Cashier

Northland Food & Family Center
07.2016 - 07.2017

Cashier

Harbor Freight
03.2015 - 09.2015

Team Member

Taco Bell
03.2013 - 09.2015

GED -

Traverse City High School

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