Summary
Overview
Work History
Skills
Timeline
Generic

Hailey Majao

Staten Island,NY

Summary

Results-driven Team Lead with strong background in customer service. Experienced in coaching teams to enhance performance and delivering effective resolutions for escalated issues. Skilled in fostering collaboration to improve customer satisfaction and identifying training needs through thorough call documentation.

Overview

2026
2026
years of professional experience

Work History

Team Lead

TTEC
March 2024 - Current
  • Assisted CSRs by analyzing questions and providing accurate customer information.
  • Coached representatives on handling and processing procedures for improved performance.
  • Managed escalated customer calls, delivering excellent service and effective resolutions.
  • Documented calls for quality review, identifying training needs and improvement areas.
  • Fostered a collaborative team environment to enhance overall customer satisfaction.

Customer Service Representative

Conduent
January 2023 - March 2024
  • Managed incoming calls from multiple lines to address customer needs.
  • Provided effective solutions to enhance customer satisfaction.
  • Maintained professionalism and empathy during all customer interactions.
  • Documented customer interactions and resolved issues efficiently.
  • Collaborated with team members to improve service delivery.

Skills

  • Team leadership
  • Customer support
  • Performance coaching
  • Conflict resolution
  • Call documentation
  • Proficient in all Microsoft applications
  • Quality assurance
  • Collaboration
  • Problem solving
  • Training development
  • Customer satisfaction

Timeline

Team Lead

TTEC
March 2024 - Current

Customer Service Representative

Conduent
January 2023 - March 2024
Hailey Majao