SUSAN HAYS
Perry,US
Summary
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Overview
9
9
years of professional experience
Work History
Customer Service Representative/Collision Estimator
Bryant Collision Repair
01.2025 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Service Advocate
Farmers Insurance
04.2023 - 11.2024
- Employed effective listening techniques during conversations with agents in order to understand their needs
- Developed and maintained strong relationships with agents by providing prompt, accurate, and courteous responses
- Efficiently handled escalated agent inquiries in order to maintain positive working relationships
- Provided technical assistance for software and hardware applications related to product usage
- Adhered to strict confidentiality guidelines when handling sensitive customer information
- Conducted research on agent inquiries to ensure accurate resolution of problems
- Maintained a high level of professionalism throughout all interactions with agents
- Utilized problem-solving skills to quickly resolve agent inquiries
- Successfully navigated multiple computer systems while communicating with agents via telephone or email
General Manager
Beauty Brands
07.2019 - 04.2023
- Created schedules and monitored payroll to remain within budget
- Enhanced operational performance by developing effective business strategies, systems and procedures
- Tracked monthly sales to generate reports for business development planning
- Managed inventory levels and conducted corrective action planning to minimize long-term costs
- Developed service and sales strategies to improve retention and revenue
Phone Operator
LMH
07.2018 - 01.2019
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships
- Discussed procedures and educated clients on waxing systems
- Maintained rigorous standards of sanitation and sterilization as directed by law and spa's policies and procedures
Medical Assistant
Lawrence Memorial Hospital
01.2016 - 08.2017
- Processed payments, set up appointments and promoted new products and services to help meet business objectives
- Answered calls in pleasant, calm voice and asked appropriate questions to direct callers to proper individuals
- Completed connections between callers, departments and professionals
- Directed approximately 60 calls daily to correct departments for Lawrence Memorial Hospital
Education
High School Diploma -
Perry Lecompton High School
05-2014
Skills
- Policy/Program Development
- Cross-Functional Team Management
- Performance Improvements
- Business Leadership
- Staff Development
- Customer Service Management
- Focus and Follow-Through
- Goal Setting
- Attention to Detail
- Multitasking
- Critical Thinking
- Adaptability
- Problem Solving
- Decision Making
- Product Knowledge
- Conflict Resolution
- Call Handling
- Quality Assurance
- Insurance procedures
- Vehicle inspection
Timeline
Customer Service Representative/Collision Estimator
Bryant Collision Repair
01.2025 - Current
Service Advocate
Farmers Insurance
04.2023 - 11.2024
General Manager
Beauty Brands
07.2019 - 04.2023
Phone Operator
LMH
07.2018 - 01.2019
Medical Assistant
Lawrence Memorial Hospital
01.2016 - 08.2017
High School Diploma -
Perry Lecompton High School
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