Hayden McCauley

• Certified CompTIA A+, ITF+
• Honoree of National Technical Honor Society
• Honor Roll 2024 & 2025
• 3.88 GPA
• DTC Technology Scholarship Recipient
• Completed 600-hour Core IT program in 1 year
• Hands-On Experience with VMWare Workstation Pro, Fusion, Hyper-V, Active Directory, RAID controllers, as well as computer hardware i.e. CPUs, Motherboards, Printers, Drives, GPUs, Network devices, etc.
• Studying & practicing Command-Line (Linux, Mac, & Windows), PowerShell, Visual Studio Code.
• Studying & practicing with languages Bash & Python and continuing my understanding of PowerShell scripting.
• Working with networking and security tools such as Defender (Firewall), Wireshark, MalwareBytes, McAfee, Norton, etc.

• Streamlined internal processes for efficient risk management, optimizing workflows and reducing response times.
• Possessed and applied expertise on work assignments.
• Conduct thorough identity verification using State/Federal ID documents and account data to prevent fraud and ensure account security across BILL's AP/AR and Spend & Expense Management platforms.
• Process and review Multi-Factor Authentication (MFA) resets, ensuring secure access recovery for authorized users.
• Analyze account change requests, including administrator transitions, to validate authorization and protect sensitive financial information.
• Evaluate Spend & Expense Management applications for KYC/KYB compliance, verifying legitimacy and assessing fraud risk.
• Utilize tools such as Salesforce, Persona, LexisNexis, GIACT, and Middesk for risk assessment and decision-making.
• Acted as a key contributor during the MFA process transition post-Divvy acquisition, handling high caseloads and onboarding new team members.
• Partner with leadership to identify process improvements; feedback has directly influenced team workflows and training materials.
• Consistently recognized as a top performer with a low fraud approval rate and trusted as a subject matter expert by supervisors.

• Facilitated smooth handoffs from Sales to Compliance and Implementation teams, ensuring a seamless customer experience through the application and onboarding process.
• Managed application document collection, guided customers through compliance requirements, and maintained timely communication to prevent delays.
• Collaborated closely with Sales reps and Compliance analysts to resolve issues quickly and keep the application pipeline moving efficiently.
• Worked with Underwriters to collect and review financial documentation, advocating for customers during credit approval evaluations.
• Leveraged tools such as Salesforce, DocuSign, Adobe Acrobat, and Google Workspace to track progress and manage documentation.
• Recognized as a high-performing team member known for strong interdepartmental collaboration and excellent customer experience during critical onboarding phases.

• Supported special onboarding initiatives within the Implementation Team, guiding Self-Serve segment customers (under $50k spend) through account setup and ramp-up processes.
• Educated new users on Divvy's Spend & Expense Management platform, helping tailor account settings to business needs and ensuring proper expense import and categorization.
• Drove adoption by encouraging early card usage and helping clients align spend with short-term goals—achieving a ~50% success rate in customer activation over a 3-month window.
• Served as a key liaison between product education, support, and customer success to enhance the onboarding experience.
• Tools used: Salesforce, GainsightGo, Jira, LucidChart, Excel, Notion, Google Workspace, proprietary Divvy tools, and Gong.

• Processed applications for Divvy's Self-Serve segment (>$50k spend) by obtaining and reviewing credit reports, references, insurance and financial statements to establish credit limits for new accounts.
• Maintained compliance with KYB/KYC processes to ensure security and limit risk exposure.
• Successfully integrated and operated in a high-stress, high-intensity startup environment.

Responsibilities:

• Coached and Scored financial representatives on policy & procedure as well as best practices.
• Demonstrated excellent collaboration skills within team of 5-6 QA Specialists to determine best practices and goals for Quality Assurance.
• Collaborated with Management & Supervisory staff to ensure efficient coaching was being given to representatives.
• Helped build new grading rubric to update standards and keep in line with WGU Leadership Principles.

Impact:

• The reworked rubric allowed for an increase in overall call listening and grading. Effectively helped team increase calls listened to from below 1% toward 5%.
  

Responsibilities:

• Frontline guide for students accessing their Financial Aid and Payments portal for the first time.
• Led students through the process of applying for Financial Aid and other Tuition Assistance programs offered by Western Governors.
• Collaborated with other departments in the processing, awarding and disbursing of Financial Aid.
• Effectively communicated between departments and throughout the University to give uniform information and knowledgeable service to students.

*Part-Time Position*

• Responsibilities:
• Mailroom management and effective, timely delivery of internal representative communication.
• Efficient and productive management of office supplies for 9 floors of MACU HQ.
• Responsible for shuttle bus and transportation of MACU employees to and from HQ to FrontRunner train station.

• Lifted and moved items weighing 25+ pounds multiple times per shift.
• Loaded and unloaded trucks.
• Scanned items on arrival and departure to create accurate tracking records.
• Maintained high safety standards within the facility by enforcing proper lifting techniques, equipment usage, and hazard prevention measures.
• Offered friendly, prompt customer service by answering questions, resolving issues quickly, and checking system for inventory.
• Broke down, re-packaged and shrink-wrapped pallets for efficient storage and transportation.
• Led by example, demonstrating strong work ethic and commitment to excellence in all tasks undertaken, inspiring team members to strive for their personal best while contributing positively towards the overall success of the organization.

• Monitored account performance metrics, identifying areas requiring improvement or optimization.
• Increased client satisfaction by effectively addressing and resolving account-related issues.
• Managed a diverse portfolio of accounts, ensuring timely delivery of services and maintaining high levels of customer satisfaction.
• Facilitated regular client meetings to review progress updates and address any concerns or inquiries proactively.

• Expanded client base by identifying and targeting new business opportunities through market research and analysis.
• Improved lead generation efforts by refining prospecting techniques, resulting in higher-quality leads for the sales team.
• Conducted regular meetings with clients to build positive and productive relationships.
• Secured high-value accounts through building rapport with key decision-makers, understanding their needs, and presenting customized solutions tailored to their requirements.
• Established long-term partnerships with key stakeholders, fostering trust and collaboration for mutual success.

• Developed strong relationships with clients, fostering trust and loyalty for long-term business growth.
• Completed thorough due diligence on prospective clients to minimize risk while maximizing potential revenue opportunities.
• Increased overall customer satisfaction by providing personalized support and addressing account issues promptly.
• Boosted new account acquisition by developing and implementing targeted sales strategies.
• Maximized account retention through consistent follow-up and proactive communication with clients.
• Conducted comprehensive financial reviews for existing accounts to identify opportunities for cross-selling additional products or services.
• Assisted clients in selecting suitable financial products based on their unique needs and objectives.
• Consistently surpassed individual sales targets while contributing meaningfully to team-wide success metrics.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.