Hayley Strey
Merrill,WI
Summary
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.
Overview
6
6
years of professional experience
Work History
Customer Service Representative/Call Center
Teleperformance
01.2025 - Current
- Connect with customers via phone/email/chat/and or social media to resolve their questions or concerns
- Calmly attempt to resolve and de-escalate any issues
- Escalate interactions when necessary and appropriate
- Respond to requests for assistance and/or possible processing payments
- Track all call related information for auditing and reporting purposes
- Provide feedback on call issues
- Upsell if required
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Identified and resolved discrepancies and errors in customer accounts.
Independent Contractor
Spark
07.2023 - Current
- Picking up orders from Walmart stores: Accessing customer orders within the Spark Driver app and retrieving items from the designated pick-up area within the store
- Delivery navigation: Using GPS and the app to efficiently navigate to customer delivery addresses
- Customer interaction: Communicating with customers regarding delivery updates, providing items at the door, and handling any potential issues
- Adhering to delivery timeframes and updating delivery status within the app
- Managing delivery receipts: Recording delivery confirmations and handling any necessary documentation
- Resolving delivery issues: Addressing customer concerns or potential delivery problems
Shift Leader
Dunkin'
09.2022 - 12.2023
- Team Leadership: Coaching and motivating crew members throughout their shift to meet performance expectations, providing timely feedback, and addressing issues as needed
- Operational Management: Ensuring compliance with Dunkin' brand standards regarding product preparation, quality control, and food safety procedures
- Customer Service: Leading by example to deliver outstanding customer service, resolving guest concerns, and promoting positive interactions
- Communication: Effectively communicating shift priorities, goals, and updates to the team, as well as collaborating with the store manager
- Shift Management: Assigning tasks to team members, monitoring performance, and addressing operational challenges during the shift
Sales Associate
Kohl's
01.2023 - 10.2023
- Greet customers, answer questions, and help with product and service needs
- Train new hires on service team processes, including point of sale procedures and using available tools
- Participate in daily service processes, such as register and cash balancing, change orders, and replenishing supplies
Hostess/Cashier
Wausau mine company
04.2019 - 01.2020
- Greeting guests: Welcoming customers with a smile and eye contact
- Answering phone calls and taking reservations to ensure the restaurant has enough tables
- Responding to customer feedback and complaints
Aide
Aspirus
11.2018 - 05.2019
- Food preparation (basic cooking techniques, chopping, measuring)
- Dietary restrictions awareness (diabetic, low sodium, gluten-free etc.)
- Food safety practices (proper handling, sanitation, temperature control)
- Inventory management
- Customer service (patient interaction, responding to dietary concerns)
- Teamwork and ability to work under pressure
Education
High School Diploma -
Bridges Virtual Academy
Merrill, WI06-2022
Skills
- Account Management
- Appointment Coordination
- Conflict Management Skills
- Strategic Business Development
- Optimize Case Resolution
- CRM Software Management Skills
- Conflict Resolution Expertise
- Telecommunications Support Expertise
- Report Compilation
- Operational Call Center Practices
- Efficient Call Center Operations
Languages
English
Full Professional
Spanish
Limited Working
Timeline
Customer Service Representative/Call Center
Teleperformance
01.2025 - Current
Independent Contractor
Spark
07.2023 - Current
Sales Associate
Kohl's
01.2023 - 10.2023
Shift Leader
Dunkin'
09.2022 - 12.2023
Hostess/Cashier
Wausau mine company
04.2019 - 01.2020
Aide
Aspirus
11.2018 - 05.2019
High School Diploma -
Bridges Virtual Academy
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