Tyrone Hayes
Minneapolis,MN
Summary
Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Overview
12
12
years of professional experience
Work History
Customer Service Supervisor
United Healthcare Group
03.2023 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Researched and corrected customer concerns to promote company loyalty.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Created, prepared, and delivered reports to various departments.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
Assistant Project Manager
Cushman & Wakefield
02.2017 - 03.2023
- Assisted in the successful completion of projects by coordinating tasks, monitoring progress, and maintaining documentation.
- Ensured client satisfaction through consistent communication, providing updates on progress and addressing concerns promptly.
- Planned, monitored and analyzed project costs to meet financial goals.
- Managed subcontractor relationships effectively to ensure quality workmanship within deadlines and budgets.
- Monitored and tracked project metrics and collected data to share with project members.
- Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands.
- Supported timely project delivery by proactively identifying risks and developing mitigation plans.
- Enabled accurate project tracking by maintaining up-to-date schedules, status reports, and budgets in project management software.
- Played a key role in resolving conflicts between team members or stakeholders that could potentially delay projects or increase costs.
- Aided in achieving project objectives through diligent monitoring of timelines, milestones, and deliverables.
- Documented project progress to fulfill project requirements and establish traceability.
- Generated weekly and monthly status reports for helpful progress tracking.
- Enhanced team collaboration through regular meetings, clear communication, and shared goalsetting.
- Assisted in the change order process by reviewing requests for changes to specifications or budgetary allowances before submitting them for approval.
- Played an integral role in the development and implementation of project quality assurance measures, resulting in improved outcomes and greater client satisfaction.
- Delivered high level of service to clients to both maintain and extend relationship for future business opportunities.
- Maintained a safe working environment by enforcing compliance with safety standards, protocols, and regulations at all times.
- Strengthened relationships with vendors to secure favorable pricing on supplies while ensuring high-quality products were consistently delivered on time.
- Negotiated contracts and agreements with vendors for constructive supplier relations.
Property Manager
Greystar Property Management
01.2013 - 02.2017
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
- Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Increased property occupancy rates by effectively marketing available units and conducting thorough tenant screenings.
- Streamlined rent collection processes, reducing late payments and improving overall revenue generation.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Monitored tenant behavior and implemented corrective action to maintain order in assigned properties.
Education
High School Diploma -
Phoneix Military Academy
Chicago, IL06-2007
Skills
- Analytical problem-solving
- Effective time management
- Service excellence
- Strong organizational skills
Timeline
Customer Service Supervisor
United Healthcare Group
03.2023 - Current
Assistant Project Manager
Cushman & Wakefield
02.2017 - 03.2023
Property Manager
Greystar Property Management
01.2013 - 02.2017
High School Diploma -
Phoneix Military Academy
Similar Profiles
BrandyAnne WheatenBrandyAnne Wheaten
Float Pharmacy Technician at United Healthcare GroupFloat Pharmacy Technician at United Healthcare Group
Paula FeePaula Fee
Senoir Sales Operations Specialist at United Healthcare GroupSenoir Sales Operations Specialist at United Healthcare Group
Mariah GourleyMariah Gourley
Pharmacy Technician at United Healthcare GroupPharmacy Technician at United Healthcare Group
Bailey NewmanBailey Newman
Dental Sterilization Technician at Metropolitan EndodonticsDental Sterilization Technician at Metropolitan Endodontics
Xavier PinexXavier Pinex
Level 2 Programmer at Arrowhead Promotion & Fulfillment Co., Inc.Level 2 Programmer at Arrowhead Promotion & Fulfillment Co., Inc.