Hayley Hayes
Wilmington,NC
Summary
Enthusiastic and hardworking team player with a demonstrated track record of achievement in customer service. Adept at meeting customer needs while exceeding productivity standards. Desiring a new role with the chance to advance professionally and contribute to team success.
Overview
6
6
years of professional experience
Work History
Operations Manager
Shy Wolf Sanctuary Ed & Center
Naples, FL
06.2023 - Current
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Cleans and maintains animal living areas, including cages and enclosures using appropriate cleaning materials.
- Monitors animals for signs of illness or injury and administers medications as prescribed by a veterinarian.
- Feeds animals according to instructions from veterinarians or animal care supervisors.
- Provides enrichment activities for animals in their care.
- Records observations of animal behavior, health, diet and other information as required.
Customer Services Lead
Eastern Carolina Veterinary Referral
Wilmington, NC
10.2022 - 06.2023
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Evaluated employee job performance and motivated staff to improve productivity.
- Trained staff to provide excellent customer service to challenging customers.
- Led department and supported team leads with process and personnel needs.
- Monitored team of 13 Customer Services Representatives to assess knowledge, tone and adherence to company policy.
Customer Care Representative
Eastern Carolina Veterinary Referral
Wilmington, NC
10.2021 - Current
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Delivered high-quality administrative and customer service to sustain patient and work flows.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Assisted with new staff training, sharing key information about veterinary practice and protocols.
- Organized resources and staff necessary to handle requirements and maintain strong service levels.
- Maintained front office cleanliness and organized supplies to increase productivity.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
Participant Care Associate
Serco-NA, Inc
Clintwood, VA
11.2020 - 07.2021
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Reviewed account and service histories to identify trends and issues.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
Sales Associate
Soft Petals
Wise, VA
01.2020 - 11.2020
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Kept apprised of emerging trends and provided informative customer service to assist in product selection.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Sold various products by explaining unique features and educating customers on proper application.
Housekeeper
The Inn At Wise
Wise, VA
06.2019 - 07.2020
- Followed proper handling procedures for chemical cleaners and power equipment to prevent damage to floor and fixtures and maintain safe environment.
- Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash.
- Replenished drinking glasses, writing supplies and other hotel amenities to provide elements of comfort and convenience for guests.
- Followed manufacturer instructions for using chemicals and equipment to avoid burns, injuries and workplace accidents.
QBO-QBOA/AG Agent
Sykes Intuit
Wise, VA
10.2017 - 05.2019
- Helped organize fundraising and hiring events
- Maintains focus on the three Pillars to best assist the customers with their issues and goals: Back to the Benefit, Care and Issue Resolution
- Provides accurate and timely information to the customers
- Team Supervisor
- Floor support for QuickBooks Online and Quickbooks accounting care.
- Peer mentor for QuickBooks Online and Quickbooks Accounting care.
- SME: (QBO and QBOA)
- Floor support for training
- Knowledge of reports used to support team stats as well as the floor
- Knowledge of the soft phone system and troubleshooting steps to resolve issues with functionality
- Coached agents on quality
- Proficient in multiple queues under the contract
Skills
- Creating Presentations and Proposals
- Fundraising Campaigns
- Special Events
- Event Planning
- Business Networking
- Team Building
- Critical Thinking
- Relationship Building
- Organizational Skills
- Friendly, Positive Attitude
- Team Management
- Planning & Organizing
- Conflict Resolution
- Letters of Thanks
- Donor Research
- Supervision & Leadership
References
Matt Person
Supervisor
321-394-5878
Victoria Stewart
Supervisor
276-219-0311
Cayla Allen
Supervisor
910-742-7154
Timeline
Operations Manager
Shy Wolf Sanctuary Ed & Center
06.2023 - Current
Customer Services Lead
Eastern Carolina Veterinary Referral
10.2022 - 06.2023
Customer Care Representative
Eastern Carolina Veterinary Referral
10.2021 - Current
Participant Care Associate
Serco-NA, Inc
11.2020 - 07.2021
Sales Associate
Soft Petals
01.2020 - 11.2020
Housekeeper
The Inn At Wise
06.2019 - 07.2020
QBO-QBOA/AG Agent
Sykes Intuit
10.2017 - 05.2019
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