Hayley Kinsey
Corona,CA
Summary
Dynamic customer service representative skilled in active listening and effective problem resolution. Experienced in managing high call volumes and training staff to deliver outstanding service. Committed to enhancing customer satisfaction through efficient communication and process optimization.
Experienced with managing customer interactions and providing effective solutions. Utilizes communication and problem-solving skills to address customer concerns promptly. Knowledge of fostering positive customer relationships and maintaining high service standards.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
91 Express Lanes
Corona, CA
04.2022 - Current
- Trained new employees on call handling protocols and company policies to ensure consistency in service delivery.
- Implemented process improvements that reduced average call handling time while maintaining quality standards.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Exceeded first-call resolution targets by actively listening to customers' concerns and addressing them thoroughly.
- Assist customers at walk in center with any help they may need for accounts and violations.
- Process cases in a timely manner.
Custom Framing Manager
Michaels Arts and Crafts
Corona, CA
07.2021 - 04.2022
- Trained and mentored staff on framing techniques and equipment usage.
- Managed inventory levels of framing materials to ensure availability for projects.
- Streamlined workflow processes to improve efficiency in frame assembly and production.
- Developed strong relationships with clients, resulting in repeat business and referrals.
- Enhanced customer satisfaction by providing personalized framing solutions and exceptional service.
- Ensured compliance with safety regulations in all aspects of custom frame production.
- Organized promotional events to showcase the store''s custom framing capabilities and attract new clientele.
- Supervised daily operations of the custom framing department, delegating tasks efficiently among team members.
- Trained new employees on custom framing techniques, ensuring quality workmanship and consistency.
Sales Associate
Michaels Arts and Crafts
Corona, CA
08.2017 - 07.2021
- Implemented visual merchandising strategies to maximize product visibility and appeal.
- Developed promotional displays that increased foot traffic and boosted sales performance.
- Greeted customers and helped with product questions, selections, and purchases.
- Helped customers complete purchases, locate items, and join reward programs.
- Answered questions about store policies and addressed customer concerns.
- Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
- Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor and reporting suspicious activities as required.
- Greeted customers and provided outstanding customer service.
- Developed rapport with regular customers, fostering welcoming store atmosphere.
- Supported store management in planning and executing seasonal promotions and sales events.
- Enhanced store appearance and shopping experience with meticulous shelf organization and cleanliness.
- Engaged in friendly conversation with customer to better uncover individual needs.
Cashier
Rubios Costal Grill
Norco, CA
10.2016 - 08.2017
- Processed customer transactions accurately and efficiently, enhancing overall service speed.
- Maintained cleanliness and organization of work area to ensure a welcoming environment.
- Implemented upselling techniques to promote menu items, contributing to increased sales revenue.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
Education
Sociology
Norco College
Norco, CANo Degree - Elementary Education
Santiago Canyon College
Orange, CASkills
- Customer service
- Active listening
- Critical thinking
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Call management
- Product knowledge
- Team development
- Staff training
- Building rapport
- Customer education
- Information security
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
91 Express Lanes
04.2022 - Current
Custom Framing Manager
Michaels Arts and Crafts
07.2021 - 04.2022
Sales Associate
Michaels Arts and Crafts
08.2017 - 07.2021
Cashier
Rubios Costal Grill
10.2016 - 08.2017
Sociology
Norco College
No Degree - Elementary Education
Santiago Canyon College