Hayley Gaines
Virginia Beach,VA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Skilled Customer Service Professional with outstanding abilities in coaching, documentation and active listening. Great decision-maker and valued employee. Proven history of reliability, resourcefulness and effective leadership. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
1
1
year of professional experience
3
3
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Customer Lead
Food Lion
VIRGINIA BEACH, VA - Virginia
10.2021 - Current
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Planned schedules and workflows based on expected customer demands.
- Responded to customer calls and emails to answer questions about products and services.
- Greeted customers and listened closely to problems described to determine solutions.
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Escalated issues to proper supervisors when standard processes were not effective.
- Resolved concerns with products or services to help with retention and drive sales.
Education
High School Diploma -
Princess Anne High School
Virginia Beach, VA 01.2020 - Current
CMAA Certified - Medical Systems Administration
Technical And Career Education Center
Virginia Beach, VA 09.2022 - Current
Skills
Sales expertise
Staffing oversight
Cash Handling
Customer Relations
Telephone etiquette
Creative problem solving
POS systems expert
Stocking and replenishing
Money handling abilities
Certification
CPR
Timeline
CMAA Certified - Medical Systems Administration
Technical And Career Education Center
09.2022 - Current
Customer Lead
Food Lion
10.2021 - Current
CPR
06-2021
High School Diploma -
Princess Anne High School
01.2020 - Current