William Hayes
Charlotte
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Food Lion
11.2023 - 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Material Handler
FedEx Express
03.2022 - 02.2023
- Maintains inventory by identifying
- Labeling
- Keeping materials and supplies in stock
- Recording location of inventory
- Reporting shortages
- Locates materials and supplies by pulling and verifying materials and supplies listed on production orders
- Transported inventory items to appropriate locations.
- Packed items into appropriate containers for shipment.
- Maintained a safe work environment by following proper safety protocols and conducting regular inspections.
- Prevented product damage by carefully loading and unloading materials using appropriate equipment.
- Listened closely during team meetings to gain complete understanding of duties required for each shift, completing priority tasks first.
- Attached identifying tags to containers to mark with identifying shipping information.
- Supported production goals, ensuring that all necessary materials were available when needed on the manufacturing floor.
- Unloaded incoming shipments to verify accuracy of deliveries and check possible damages.
- Adhered to strict quality control measures, inspecting inbound shipments for accuracy and condition upon arrival.
- Trained new employees on best practices for material handling, fostering skilled and knowledgeable team.
Process Assistant (Supervisor)
Amazon Warehouse
12.2021 - 02.2022
- Helping support daily management of department duties
- Allocating labor
- Leading meetings
- Assigning job duties
- Communicating with internal and external suppliers
- Escalates barriers to Operations leaders
- Drives and executes standard work in the areas of Safety
- Quality and Productivity to meet daily operational goals
- Mentored junior staff members on proper process execution techniques, helping them develop valuable skills that translated into career growth opportunities.
- Assisted supervisors in workforce planning and resource allocation to ensure optimal staffing levels during peak periods.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Facilitated knowledge sharing among team members, fostering a culture of collaboration and innovation.
- Reduced downtime for equipment maintenance through proactive scheduling and coordination with technicians.
- Prioritized initiatives to increase success rates of strategic projects.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Collected, arranged, and input information into database system.
Process Assistant
Amazon
02.2020 - 12.2021
- Helping support daily management of department duties
- Allocating labor
- Leading meetings
- Assigning job duties
- Communicating with internal and external suppliers
- Escalates barriers to Operations leaders
- Drives and executes standard work in the areas of Safety
- Quality and Productivity to meet daily operational goals
- Mentored junior staff members on proper process execution techniques, helping them develop valuable skills that translated into career growth opportunities.
- Assisted supervisors in workforce planning and resource allocation to ensure optimal staffing levels during peak periods.
- Ensured compliance with safety regulations by conducting thorough audits and addressing potential hazards promptly.
- Collaborated with cross-functional teams to drive continuous improvement initiatives throughout the organization.
- Reduced downtime for equipment maintenance through proactive scheduling and coordination with technicians.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Transcribed and organized information to assist in preparing speeches and presentations.
Assistant Manager
Family Dollar
09.2019 - 06.2020
- Assisting the general manager in organizing, planning and implementing strategy
- Coordinating day-to-day operations
- Ensuring that company guidelines are followed
- Setting up and organizing schedules
- Devising and setting up objectives to boost company productivity
- Ensuring that goals and objectives are met
- Maintaining a safe and clean work environment
- Interviewing and recruiting new employees
- Providing training to employees
- Delegating tasks to employees
- Supervising, leading and motivating employees
- Reporting any problems or accidents to senior management
- Helping with monitoring and tracking operating costs, budgets and resources
- Creating reports, analyzing, interpreting and presenting data
- Monitoring customer and client satisfaction
- Managing customer complaints and resolving their issues
- Assisting with procurement of inventory and supplies
- Supporting the general manager as needed
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Facilitated team-building activities, enhancing team cohesion and morale.
- Assisted in budget preparation, ensuring alignment with financial goals.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
Education
High School Diploma -
Northside High School
1212 Vollentine Memphis, TN 05.2010
Skills
- Process improvement
- Project Management
- Microsoft Word
- Key Holder
- Computer Networking
- 5S
- Management
- Logistics
- E-commerce
- Driving
- Inventory Control
- Microsoft Excel
- Active Directory
- Software Troubleshooting
- Supervising Experience
- Technical Support
- Microsoft Windows
- Microsoft Windows Server
- Network Support
- Troubleshooting
- Warehouse Supervisor Experience
- Customer service
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Professional telephone demeanor
- Call center operations
- Appointment scheduling
- Warehousing functions
- Staff education and training
- Product knowledge
- Follow-up skills
- Conflict resolution
- Call center experience
- Problem resolution
- Customer relations
- SEO best practices understanding
Personal Information
Work Permit: Authorized to work in the US for any employer
Jobseeker
True
Languages
English
Full Professional
Interests
- Personal Development and Self-Improvement
Timeline
Customer Service Representative
Food Lion
11.2023 - Current
Material Handler
FedEx Express
03.2022 - 02.2023
Process Assistant (Supervisor)
Amazon Warehouse
12.2021 - 02.2022
Process Assistant
Amazon
02.2020 - 12.2021
Assistant Manager
Family Dollar
09.2019 - 06.2020
High School Diploma -
Northside High School
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