Tammy L. Gootee- Hayes
Brooklyn Park,MD
Summary
Expert in active listening and critical thinking, Excel in high-pressure environments, achieving significant improvements in customer satisfaction and team efficiency. Skilled, proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
21
21
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Representative
Hoffberger Insurance Agency
08.2020 - 02.2021
- 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 company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Service Cashier
Antwerpen Volkswagen
09.2015 - 04.2018
- Maintained clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Promoted positive experience by greeting customers warmly upon entry and providing assistance as needed.
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Demonstrated versatility by cross-training in various departments throughout the dealership when required.
- Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
Executive Assistant/Personal Assistant to the Chief Executive Officer
R2 INTEGRATED
11.2011 - 03.2015
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings, appointments and coordinating travel arrangements to optimize time.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Processed travel expenses and reimbursements for CEO.
- Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
- Coordinated conferences and monthly meetings for upwards of 150 people.
- Managed office inventory and placing orders to ensure smooth daily operations.
- Answered high volume of phone calls and email inquiries.
- Coordinated events for staff members, promoting team-building activities and boosting morale within the workplace.
- Management of two company owned properties.
Customer Service Representative
Patriot Air Freight, Inc.
11.2010 - 05.2011
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Participated in training programs to enhance product knowledge and customer service skills.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Head Concierge/Administrative Executive Assistant
Annapolitan Assisted Living
04.2009 - 04.2010
- Supervised daily tasks of the concierge team, ensuring timely completion of responsibilities.
- Resolved guest complaints effectively, maintaining high levels of customer satisfaction and loyalty.
- Streamlined front desk operations for increased efficiency and improved customer satisfaction.
- Assisted guests with travel arrangements, ensuring seamless transportation experiences.
- Maintained high level of professionalism and discretion when dealing with guests.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
Estate Manager
Heather Burns
11.2004 - 07.2005
- Oversaw daily operations of the estate, maintaining a well-organized environment conducive to comfort and productivity of two executives, family and staff.
- Maintained utmost discretion when dealing with sensitive information related to employers personal lives or business matters.
- Established strong relationships with vendors and contractors, resulting in improved service quality for the estate.
- Conducted regular property inspections, identifying potential issues and arranging appropriate solutions promptly.
- Coordinated exceptional gatherings on the estate, providing memorable experiences for attendees.
- Managed comprehensive property renovations, ensuring timely completion and adherence to budget constraints.
- Hired and managed groundskeepers and housekeeping staff ensuring professional and welcoming atmosphere.
- Ensured the optimal health and well-being of household pet by overseeing veterinary care, nutrition, and exercise routines.
- Communicated effectively with empolyers and on-site associates.
Nanny/ Assistant House Manager
David Leadbetter Golf Academy
09.1999 - 09.2002
- Assisted with duties as running personal errands and personal shopper for employer.
- Handled challenging behavioral issues using appropriate discipline strategies and proactive communication with parents.
- Encouraged physical activity with outdoor play, sports, and fitness games for improved health and motor skills development.
- Managed children''s schedules effectively to ensure timely completion of homework, extracurricular activities, and daily routinue.
- Taught children basic life skills, manners and personal hygiene.
- Supervised children engaged in physical activity, learning and social skills with peers.
- Maintained inventory of supplies and equipment, placing timely orders to avoid stockouts and ensure smooth functioning.
- Assisted House Manager in implementing policies and procedures that enhanced overall operational efficiency while maintaining high-quality standards.
- Enhanced guest satisfaction by efficiently addressing and resolving concerns with a proactive approach.
- Assisted in budget preparation and expense tracking, contributing to effective financial management of the property.
- Facilitated clear communication between departments to ensure seamless coordination of services for guests.
- Participated in regular team meetings to stay updated on current household guest and happenings.
- Communicated effectively with parents, celebrity guest and on-site associates.
- Accompanied children on domestic and international travel.
Education
High School Diploma -
Brooklyn Park High School
Brooklyn Park, MDAnne Arundel Community College
Arnold, MD 09.2009 - 11.2011
Skills
- Administrative Support
- Prioritization
- Critical Thinking
- Money handling abilities
- Problem-solving abilities
- Team Development
- Customer Service
- Account Management
- Research abilities
- Shipping and Logistics
Timeline
Customer Service Representative
Hoffberger Insurance Agency
08.2020 - 02.2021
Customer Service Cashier
Antwerpen Volkswagen
09.2015 - 04.2018
Executive Assistant/Personal Assistant to the Chief Executive Officer
R2 INTEGRATED
11.2011 - 03.2015
Customer Service Representative
Patriot Air Freight, Inc.
11.2010 - 05.2011
Anne Arundel Community College
09.2009 - 11.2011
Head Concierge/Administrative Executive Assistant
Annapolitan Assisted Living
04.2009 - 04.2010
Estate Manager
Heather Burns
11.2004 - 07.2005
Nanny/ Assistant House Manager
David Leadbetter Golf Academy
09.1999 - 09.2002
High School Diploma -
Brooklyn Park High School
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