Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

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
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
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, WI
12.2002

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

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Jaime Lay