Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Haley Wilson

Bunnell

Summary

  • Proven to excel in high-pressure environments, I significantly enhanced client satisfaction at Merrill Lynch by leveraging my expertise in customer support and complaint handling. Recognized for outstanding performance with a 96.92% rating, I adeptly managed sensitive information and improved operational efficiency. My dedication to client education and relations sets me apart, ensuring consistent achievement beyond set goals.
  • Professional Client Service Specialist with robust experience in client relations and problem-solving. Strong focus on team collaboration and achieving results, adapting fluidly to changing needs. Expertise in communication, conflict resolution, and building lasting client relationships. Known for reliability, approachability, and results-driven mindset.
  • Personable and reliable individual with natural ability to build rapport and maintain positive client relationships. Possesses strong communication and problem-solving skills, with good understanding of customer service principles and techniques. Capable of creating meaningful impact by delivering exceptional service and fostering client satisfaction.

Overview

8
8
years of professional experience

Work History

Client Service Representative

Merrill Lynch
03.2024 - Current
  • Handled sensitive client information with discretion, ensuring confidentiality at all times.
  • Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
  • Managed an average of 30 to 60 incoming calls a day, providing prompt and accurate information to the branches.
  • Enhanced client satisfaction by addressing inquiries and resolving issues promptly when a branch reaches out for assistance.
  • Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
  • Each month my goals exceeded last month goals.
  • My overall performance in 2024 was 96.92, and i made it into the club.
  • I have gotten great feedback from the branch's multiple of times explaining how patient i was and the effort i took to help them understand and show them thing when needed.
  • I utilize multiple of systems and screens a day such as CEW, Partnercare, AskMerrill, Solution Center, Skype, Outlook, Yodlee
  • I assist in the chat and in person when needed while still taking calls.
  • Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
  • I utilize the opportunity of screen sharing into the branch's computer and walking them through on how to do things when they are unsure and need further assistance using either Skpye or MSRA

Assistant Manager

Papa Johns
08.2023 - 03.2024
  • Established open lines of communication with team for feedback and suggestions.
  • Led training initiatives, enhancing employee skills and confidence.
  • Cultivated cohesive team environment by providing clear direction and support.
  • Addressed service gaps with targeted initiatives to exceed customer expectations.
  • Trained my team individually and one on one as there is always room for improvement.
  • Acting with a sense of urgency in everything I do.
  • Developed contingency plans with team to address potential disruptions.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.

Delivery Driver

DoorDash
10.2019 - 02.2024
  • Delivered orders on time by planning optimal delivery routes.
  • Ensured customer satisfaction by providing friendly service during deliveries.
  • Loaded and unloaded orders carefully, maintaining product integrity.
  • Used handheld devices to track and confirm delivery status.
  • Navigated local streets to ensure timely delivery of goods.
  • Delivered orders to customer doorsteps and business offices.
  • Improved customer satisfaction by ensuring timely and accurate deliveries of products.
  • Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
  • Maintained upbeat, positive attitude in busy, customer-focused environment.
  • Worked scheduled hours as required and took on available shifts during holidays and busy periods.
  • Managed customer inquiries and complaints in polite and professional manner.

Assistant Manager

TitleMax Title Pawns
06.2022 - 08.2023
  • Established open lines of communication with team for feedback and suggestions.
  • Led training initiatives, enhancing employee skills and confidence.
  • Cultivated cohesive team environment by providing clear direction and support.
  • Addressed service gaps with targeted initiatives to exceed customer expectations.
  • Managed daily store operations including opening and closing operations.
  • Oversee inventory management, including receiving, stocking, and merchandising products.
  • Monitor sales performance and implement strategies to achieve sales target.
  • Assisting customers over the phone with the online portal; examples include walking them through the appraisal online, making payments, adding additional funds to their pawn, how to view their paperwork for their interest rates, etc.

Inbound Call Center Agent

ADT Security
09.2021 - 05.2022
  • Reduced call waiting times through efficient handling of inbound calls and effective problem-solving skills.
  • Provided exceptional service by actively listening to customer concerns and offering tailored solutions.
  • Developed a strong rapport with customers, ensuring repeat business and positive feedback.
  • Improved customer satisfaction levels by promptly addressing inquiries and resolving issues.
  • Participated in ongoing professional development activities to remain current on industry trends and product offerings.
  • Handled escalated calls professionally, working collaboratively with supervisors when necessary for resolution.
  • Utilized CRM systems effectively to track customer information and ensure smooth communication among departments as needed.
  • Actively collaborated within a team setting, sharing valuable insights from daily experiences that contributed to overall improvement efforts.
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.

Lead Professional House Cleaner

Dust Busters LLC
10.2019 - 09.2021
  • Enhanced client satisfaction by consistently providing thorough and detail-oriented cleaning services.
  • Performed routine inspections of completed work to verify that it met company standards and client expectations before leaving premises.
  • Trained new hires on company procedures, ensuring consistent quality across all team members.
  • Stayed updated on industry trends and best practices through ongoing professional development opportunities such as workshops or online courses.
  • Mentored junior cleaners in advanced techniques, leading to higher-quality work and improved client satisfaction ratings.
  • Evaluated employee performance regularly, providing constructive feedback for continuous improvement in their skills.
  • Improved customer retention rates by building strong relationships with clients based on trust and reliability.
  • Conducted regular inventory checks to ensure adequate supplies were available for each job assignment.

Assistant Store Manager

Dominos Pizza Inc.
07.2017 - 10.2019
  • Guided team members through challenges with clear communication and support.
  • Identified sales opportunities through customer interactions, maximizing revenue.
  • Analyzed sales data for informed decision-making on product placement.
  • Conducted regular audits for accurate stock levels, reducing excess inventory.
  • Executed merchandising strategies for increased product visibility and sales.
  • Strengthened customer loyalty with personalized interactions and follow-ups.
  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
  • Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.

Education

High School Diploma -

Penn Foster
Yulee, FL
11-2018

Skills

  • Customer support
  • Payment processing
  • Call center experience
  • Customer focus
  • Customer education
  • Client relations
  • File management
  • Follow-up skills
  • Complaint handling
  • Escalation management
  • Meeting deadlines
  • System documentation

Accomplishments

  • I get a lot of good feedback from the branch's.
  • When i get a client friendly call the customers are always highly satisfied when getting off the call.
  • I go above and beyond to demonstrate communication skills.

Timeline

Client Service Representative

Merrill Lynch
03.2024 - Current

Assistant Manager

Papa Johns
08.2023 - 03.2024

Assistant Manager

TitleMax Title Pawns
06.2022 - 08.2023

Inbound Call Center Agent

ADT Security
09.2021 - 05.2022

Delivery Driver

DoorDash
10.2019 - 02.2024

Lead Professional House Cleaner

Dust Busters LLC
10.2019 - 09.2021

Assistant Store Manager

Dominos Pizza Inc.
07.2017 - 10.2019

High School Diploma -

Penn Foster

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Haley Wilson