Haley Lee
Vidalia,LA
Summary
Customer service and complaint resolution professional with 4+ years in administrative support, skip tracing, and client communication. Known for clear documentation and conflict resolution that de-escalates sensitive inquiries. Maintains accurate case records and timely follow-up to support resolution goals.
Overview
10
10
years of professional experience
Work History
Administrative Skip Tracer
Loss Prevention Services
Natchez, Mississippi
03.2021 - Current
- Complaint Management: Answer phone calls, emails, and in-person inquiries; document complaints; explain processes and anticipated timelines; and refer non-complaints to appropriate departments or agencies.
- Administrative Support: Perform clerical duties such as filing, running reports, scheduling meetings, maintaining records, and preparing correspondence.
- Investigatory Assistance: In some positions, assist with intake interviews, gather statements from complainants and witnesses, and summarize findings for internal or court review.
- Customer Service: Provide professional, courteous responses to clients, co-workers, or the public, ensuring complaints are addressed promptly and accurately.
- Process Improvement: Recommend improvements in office procedures, policies, and complaint handling processes
Assistant Manager
Dollar Tree
Vidalia, Louisiana
01.2022 - 02.2023
- Resolved customer concerns while reinforcing Dollar Tree service expectations.
- Managed customer service inquiries and complaints in a timely manner.
- Collaborated with management on developing strategic plans for achieving business goals.
- Managed daily store operations and maintained Dollar Tree merchandising standards.
- Trained associates on customer service, stocking, and recovery routines.
- Supported schedule planning, task delegation, and shift coverage needs.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Service Representative
AT&T Wireless
Natchez, Mississippi
03.2019 - 04.2021
- Resolved customer issues with knowledgeable and friendly service, enhancing overall satisfaction.
- Delivered timely resolution of customer complaints, ensuring positive service experiences.
- Resolved wireless service issues using AT&T support systems and troubleshooting guides.
- Assisted AT&T Wireless customers with billing questions and account updates.
- Answered customer inquiries and provided accurate information regarding products and services.
- Guided customers through device setup, activation, and basic troubleshooting steps.
- Verified customer information and protected account security during service requests.
- Documented customer interactions and service notes in AT&T Wireless CRM to maintain accurate records.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Teller
UMB Bank
Natchez, Mississippi
01.2017 - 03.2019
- Assisted customers with checking, savings, and account service requests
- Processed cash deposits, withdrawals, and transfers for UMB Bank customers
- Balanced drawer cash and verified currency amounts during branch operations
- Promoted UMB Bank products, increasing awareness and referring customers to branch specialists for tailored solutions.
- Prepared cashier's checks, money orders, and official banking documents
- Resolved account questions with clear, courteous customer service
- Supported daily branch workflow and maintained organized teller records
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Answered customer inquiries about bank products and services, providing clear information to facilitate informed decisions.
- Maintained confidentiality of all customer records and information according to company policies.
- Verified customers' identification to ensure compliance with laws and regulations.
- Built and maintained client relationships through personalized interactions, enhancing customer satisfaction and loyalty.
- Explained account information to customers in detail as needed.
- Followed up on requests from customers in a timely manner.
Education
Associate of Applied Science - Business Management
Lincoln Community Collage
Natchez, MS05-2022
Skills
- Complaint management and documentation
- Data entry
- Report generation
- CRM systems
- Attention to detail
- Problem solving
- Conflict resolution
- Skip tracing
- Clear written communication
- Excellent negotiation skills
- Customer relations
- Clear oral communication
- Multitasking Abilities
- Professional phone skills
- Excellent communication
- Crisis management
- Organizational skills
- Documentation skills
- Case management
- Administrative support and clerical tasks
- Investigatory assistance and findings summary
- Customer service and response
- Process improvement recommendations
- Strong time management
- Over 4 years in customer complaint resolutions and customer service
Timeline
Assistant Manager
Dollar Tree
01.2022 - 02.2023
Administrative Skip Tracer
Loss Prevention Services
03.2021 - Current
Customer Service Representative
AT&T Wireless
03.2019 - 04.2021
Teller
UMB Bank
01.2017 - 03.2019
Associate of Applied Science - Business Management
Lincoln Community Collage