Lisa Hayes

• Handled escalated customer complaints professionally, resolving situations in a manner that satisfied both parties whenever possible.
• Promoted teamwork within the department, leading to improved collaboration and greater overall effectiveness.
• Mentored junior team members in best practices for excellent customer service delivery, cultivating a culture of continuous improvement and growth.
• Established a high level of trust with clients by consistently delivering on commitments and maintaining open lines of communication.
• Collaborated with other departments to resolve complex client issues quickly and effectively.

Enabling accurate reporting and analysis to inform future improvements.

• Enhanced staff productivity with regular training sessions and performance evaluations.
• Ensured compliance with industry regulations through diligent documentation and adherence to established procedures.
• Increased customer satisfaction by providing exceptional service and addressing concerns promptly.
• Balanced staffing levels appropriately according to demand fluctuations, optimizing labor costs without sacrificing service quality.
• Streamlined service processes for improved efficiency and reduced waiting times for customers.
• Reduced employee turnover by implementing effective hiring practices and fostering a positive work environment.
• Identified areas for improvement in company-wide service standards through regular audits and feedback analysis.
• Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
• Trained and supervised team of customer service representatives in providing quality service to customers.
• Evaluated customer service staff performance and provided constructive feedback.
• Conducted regular staff meetings to discuss customer service issues and potential solutions.
• Assisted with fundraising activities.