Kandyss Hayes
Douglasville,GA
Summary
Experienced customer service supervisor and leader skilled in supporting customers in busy call centers. Demonstrates active listening skills to determine customer needs. Represents brand professionally and builds customer loyalty and retention. Resolves complex problems with tact and diplomacy. Seasoned Customer Service Team Manager known for high productivity and efficient task completion. Specialize in conflict resolution, operational management, and team leadership skills. Excel in communication, empathy, and problem-solving to enhance team performance and customer satisfaction. Seasoned Customer Service Team Manager with significant experience in leading diverse teams to deliver exceptional customer service. Known for strengths in problem-solving, conflict resolution, and multitasking. Notable impact on customer satisfaction levels and team productivity through effective management strategies. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
23
23
years of professional experience
Work History
Customer Service Team Manager/Executive Relations /Escalation Manager
Amazon
Douglasville, GA
11.2014 - 04.2024
- Supervised daily operations, managed a team of 10-12 employees, established staff objectives, monitored performance, coached individuals, reviewed metrics, taught problem-solving, monitored processes, evaluated compliance, enforced operational guidelines, managed employee performance, documented customer interactions, and maintained regulatory compliance.
- Developed and implemented customer service policies and procedures.
- Trained, coached and mentored customer service staff on best practices in customer care.
- Conducted regular performance reviews of customer service representatives to ensure quality standards were met.
- Resolved escalated customer complaints in a timely manner.
- Created reports on team performance metrics for senior management review.
- Analyzed customer feedback data to identify areas of improvement in the customer service process.
- Provided leadership, guidance and support to team members when needed.
- Organized team meetings to discuss new products, services or changes in policy or procedure.
- Established clear expectations for team members regarding response times, resolution rates and other key metrics.
Temporary Assistant Team Lead
United Health Group
Douglasville, GA
01.2012 - 11.2014
- Assigned projects, engaged in continuous improvement, encouraged communication, prioritized workflow, coached team, resolved customer issues, led meetings, prevented conflict, trained employees, documented operational data, calculated benefits, and investigated claims.
Senior Customer Service Executive
Convergys
Lithia Springs, GA
01.2010 - 01.2012
- Maintained correspondence with customers, facilitated problem-solving initiatives, trained new staff, handled inquiries and complaints, made informed decisions, managed time, served as first point of contact, engaged with customers, updated accounts, and followed scripts.
Technical Support Specialist
Apple
Lithia Springs, GA
02.2007 - 01.2010
- Communicated clearly, documented support requests, diagnosed malfunctions, guided users through installations, contributed self-help information, supported non-technical users, monitored performance, answered inquiries, and customized system settings.
Team Lead
Bank of America
Fresno, CA
07.2005 - 02.2007
- Recruited and trained personnel, reviewed financials, implemented coaching plans, supervised associates, established tracking systems, led meetings, used coaching strategies, monitored activities, trained staff on products, and handled branch activities.
Senior Customer Service Specialist
Wellpoint
Andover, MA
06.2002 - 03.2004
- Processed documents, performed research on claims, updated understanding of insurance plans, entered medical paperwork, reviewed records for compliance, investigated claims, documented settled claims, and reviewed claims forms.
Floor Supervisor
Cingular Wireless
Atwater, CA
08.2001 - 08.2003
- Maintained knowledge of sales, helped customers with refunds, answered calls, engaged with customers, served as first point of contact, referred issues, met service goals, managed time, volunteered for assignments, and updated accounts.
- Ensured compliance with safety regulations and company policies.
- Supervised and evaluated staff performance, providing feedback and guidance as needed.
- Scheduled staff shifts and assigned duties to ensure efficient workflow.
- Monitored inventory levels and placed orders for additional stock as required.
- Addressed employee issues and conflicts to provide input, feedback and coaching.
- Collaborated with leadership to determine needs and devise improvement plans to reach strategic targets.
Skills
- Inbound call answering
- Customer service excellence
- Staff development
- Performance reviewing
- Hiring and training
- Policy administration
- Shipping and receiving understanding
- Data management
- Concession operation
- Write reports
- Administrative management
- Evaluate performance
- Operations management
- Employee supervision
- Workflow optimization
- Coordinate schedules
- Train employees
- Enforce policies
- Microsoft Office
- Training
- Multitasking
- Analytical thinking
- Verbal communication
- Networking
- Organization
Languages
Spanish, Conversational
Timeline
Customer Service Team Manager/Executive Relations /Escalation Manager
Amazon
11.2014 - 04.2024
Temporary Assistant Team Lead
United Health Group
01.2012 - 11.2014
Senior Customer Service Executive
Convergys
01.2010 - 01.2012
Technical Support Specialist
Apple
02.2007 - 01.2010
Team Lead
Bank of America
07.2005 - 02.2007
Senior Customer Service Specialist
Wellpoint
06.2002 - 03.2004
Floor Supervisor
Cingular Wireless
08.2001 - 08.2003
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