Jaime Lay
Milwaukee,WI
Summary
Customer Service Leader 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 and providing customized solutions to build loyalty.
Overview
18
18
years of professional experience
Work History
Customer Care Team Lead
Elkay Interior Systems
Milwaukee, WI
08.2021 - 03.2024
- Trained new hires on ERP and CRM programs and accounts.
- Handled escalated customer concerns, resolving situations satisfactorily and restoring clients'' confidence in the company.
- Developed learning opportunities for each team member based on thier interesting within the company to increase engagement and retention
- Managed multiple accounts, including forecasting, orders, and beyond
- Highly efficient in the ERP system, Epicor, and CRM system, Salesforce.
- Completed audits for accuracy and other opportunities.
- Collaborated with management to develop strategies for improving overall customer experience.
Assistant Store Manager
Goodwill Industries of SouthEastern WIsconsin
Milwaukee, WI
10.2013 - 06.2021
- Managed day to day operations of a high volume donated goods store by adequate coverage and excellent performance in both the production warehouse and the sales floor to meet budgeted goals
- Analyzed daily, weekly, and monthly reports; used these reports to plan budgets, make changes to processes, and to assess hiring needs through-out the year
- Executed staff schedules for efficiency and effectiveness
- Ordered store supplies in accordance with our projected budgets and store needs
- Performed audits in operations, asset protection, safety, store environment, and Kaizen principles in accordance with regulations put forth by the government and our corporation
- Motivated staff members through coaching, training, development opportunities, and the implementation of performance-based incentive programs
- Delivered clear and motivating feedbacks and coaching to store staff and management on a daily basis
- Executed corrective actions, terminations, and reviews for all level of staff
- Trained and mentored incoming managers, seasoned managers, and staff with the potential for development and was recognized as one of our company’s top trainers multiple times
- Completed the company's Career Path Program twice and was promoted once and was “on the bench” for a Store Manager position.
Senior Team Lead
Target
03.2008 - 10.2013
- Led the store as Leader on Duty in charge of the operations, scheduling, and budget goals
- Helped the store during a major transition and led the first consumable area as the primary leader
- Scheduled specialty areas and cashiers for daily coverage based on budgets and store needs
- Scheduled, conducted, and hired for multiple positions in the store
- Developed and implemented a training program for our store that was adapted by other stores in our area
- Promoted four times in a five year span.
Customer Service Agent
Midwest Airlines
02.2006 - 11.2008
- Managed high-volume of inbound and outbound customer calls
- Assisted customers with bookings, schedule changes, and reward miles questions
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
Education
Bachelor of Arts - English Literature
Cardinal Stritch University
Milwaukee, WI12.2002
Skills
- Customer Relationship Management
- Complaint Handling
- Documentation And Reporting
- Payment Processing
- Project Management
- Order Processing
- CRM Software
- Product Education
- Custom order management
References
- Jill Brown, Regional Store Manager, Goodwill Industries, jill.brown@goodwillsew.com
- Laura Marx, Store Manager, Goodwill Industries, laura.marx@goodwillsew.com
- Michael Gross, Retail Supervisor, Goodwill Industries, mike.gross@goodwillsew.com
Timeline
Customer Care Team Lead
Elkay Interior Systems
08.2021 - 03.2024
Assistant Store Manager
Goodwill Industries of SouthEastern WIsconsin
10.2013 - 06.2021
Senior Team Lead
Target
03.2008 - 10.2013
Customer Service Agent
Midwest Airlines
02.2006 - 11.2008
Bachelor of Arts - English Literature
Cardinal Stritch University