Summary
Overview
Work History
Education
Skills
Timeline
Generic
Haley Reid

Haley Reid

Tecumseh

Summary

Dynamic Senior Analyst with BNSF Railway, skilled in data analysis and customer relationship development. Proven track record of enhancing operational efficiency and resolving customer inquiries, leading to improved satisfaction. Adept at utilizing advanced Excel for reporting and documentation, while fostering collaborative environments to drive team productivity and performance.

Overview

11
11
years of professional experience

Work History

Senior Analyst - Finance

BNSF Railway
10.2021 - Current
  • Respond to customer requests for products, services, and company information.
  • Sought ways to improve processes and services provided.
  • Update accounts, and maintain detailed records.
  • Optimize customer support by establishing collaborative service environments through targeted operational initiatives.
  • Educate customers about billing, payment processing and support policies and procedures.
  • Follow up with customers about resolved issues to maintain high standards of customer service.
  • Respond to customer requests, offering excellent support and tailored recommendations to address needs.
  • Increase efficiency and performance by monitoring team member productivity and providing feedback.
  • Identify and resolve discrepancies and errors in customer accounts.

Customer Experience Representative

Blue Cross and Blue Shield of Kansas
11.2014 - 10.2021
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Education

No Degree -

University of Kansas
Lawrence, KS

High School Diploma -

Shawnee Heights High School
Tecumseh, KS
05-2008

Skills

  • Documentation and reporting skills
  • Experienced with software applications
  • Network management
  • Data analysis
  • Customer relationship development
  • Advanced Excel
  • Customer-focused complaint resolution
  • Typing proficiency
  • Account management

Timeline

Senior Analyst - Finance

BNSF Railway
10.2021 - Current

Customer Experience Representative

Blue Cross and Blue Shield of Kansas
11.2014 - 10.2021

No Degree -

University of Kansas

High School Diploma -

Shawnee Heights High School

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