Hailey Herbert

• Provided ongoing support and coaching, fostering a culture of continuous improvement among staff.
• Incorporated motivational interviewing techniques into coaching sessions for enhanced engagement and deeper exploration of root cause behaviors.
• Call monitoring to ensure overall quality and enhance customer experience
• Ensuring Client and FCC mandates for clean desk paper free environment
• Supporting agents both in person and through Teams with questions regarding processes and procedures
• Taking escalated calls, maintaining mutual respect and understanding while upholding At&t policy
• Monitoring breaks and lunches maintaining rotation to ensure staffing requirements
• Submitting daily and weekly payroll for employees on my team

• Clear, concise, empathetic communication while explaining technical concepts to customers facing tech issues.
• Diagnose and resolve device and network issues for customers in need of tech support.
• Assisting First Responders offering white glove treatment with every interaction.
• Understanding billing, sales and tech specs for At&t wireless products and services including basic knowledge of home internet, phone, and tv.

02/21-07/2022 First hired

05/2024-03/2025 Rehired

Mentor ship:

(November 2024- February 2025 )

• Collaborated in team environment maintaining professionalism and positivity
• Assisted with agent system navigation
• Ability to communicate concepts clearly both in person and through teams in a manner both technical an non-technical employees can understand.
• Taking escalated calls and resolving customers complex concerns

• Greeted and assisted guests during check-in and check-out processes, ensuring a welcoming experience.
• Managed room reservations using hotel management software to maintain accurate occupancy records.
• Collected payments from guest for daily, weekly and monthly stays, running batch reports and sending to area manager
• Addressed guest inquiries and concerns promptly, enhancing customer satisfaction and loyalty.
• Collaborated with housekeeping to ensure timely room readiness for incoming guests.
• Issued fines and damage charges to guest who had mistreated property
• Investigated and issued noise complaints, enforced safety policies