Mariah Hayes
Jacksonville,FL
Summary
Seeking an opportunity where my skills in leadership can help promote the success of the company. Over 10 years in customer service and Over four years in senior leadership and management. A strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Local candidate who is available to interview at request and is available to start immediately.
Overview
8
8
years of professional experience
Work History
Member Service Specialist
VyStar Credit Union
04.2022 - Current
- Handled escalated calls professionally, mitigating concerns effectively while maintaining excellent rapport with clients.
- Assisted in training new team members, sharing best practices, and contributing to a cohesive work environment.
- Provided personalized financial guidance based on individual goals, helping members make well-informed decisions about their finances.
- Successfully handled high volume of inbound calls while representing offerings such as [certificates, credit cards, and home loans.
- Developed targeted marketing campaigns resulting in higher conversion rates among potential customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
Tele Sales Agent-chat
Florida Blue
06.2019 - 04.2022
- Generate new customer sales and retain old member via inbound and outbound calls
- Respond Identify and overcome buying obstacles
- Drive growth by exceeding sales goals and objectives as established by the management team to customer inquiries regarding product offerings
- Compliance
- Follows compliant sales scripts, and compliant procedures
- Researches and resolves disputes and problems within established guidelines.
- Collaborated with team members to share knowledge and improve overall performance in chat support operations.
Senior Technician
Convergys (Apple Project)
06.2018 - 06.2019
- Manage customer Accounts
- Providing and ensuring call resolution for customers
- Assisting Outbound calls and committed follow ups
- Handling escalated and complex calls
- Creating legal documentation to ensure client adherence to regulation
- Protect company for potential liability.
- Mentored junior technicians, providing guidance on best practices to enhance their skills and knowledge base.
- Tracked and recorded parts and labor costs related to each service call.
Customer Service Manager
Walmart
01.2016 - 04.2018
- Supervised overnight staff
- Responsible for account reset
- Responsible for nightly monies reset and account daily drops
- Work with accounting department
- Responsible quarterly evaluations
- Responsible for nightly meetings to meet goals for next day
- Meet with security to ensure safety of the store.
- Partnered with benefits administration team to integrate benefit deductions into the payroll system seamlessly.
- Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
- Adjusted tax withholdings according to employee requests while adhering to federal regulations thus avoiding penalties or fines.
- Ensured compliance with federal and state regulations by staying current on tax laws and filing requirements.
- Implemented time-saving procedures for handling garnishments and deductions, reducing processing errors and improving efficiency.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Initiated process improvements that led to faster turnaround times on year-end tax documents such as W-2s or 1099s for employees.
Education
B.A Criminal Justice -
Edward Waters College
05.2017
Skills
- Marketing
- Budget planning
- Project management
- Supervising
- Payroll
- Communication
- Self-starter
- Excellent verbal and written skills
- Proficient keyboarding and pc skills
- Account Maintenance
- Data entry proficiency
- Employee Relations
Timeline
Member Service Specialist
VyStar Credit Union
04.2022 - Current
Tele Sales Agent-chat
Florida Blue
06.2019 - 04.2022
Senior Technician
Convergys (Apple Project)
06.2018 - 06.2019
Customer Service Manager
Walmart
01.2016 - 04.2018
B.A Criminal Justice -
Edward Waters College