Kelvin W. Hayes

Dallas, Texas *****

469-***-**** acvjaj@r.postjobfree.com

www.linkedin.com/in/hayeskelvin

QUALIFICATIONS

A diverse customer service career that entails being an entrepreneur plus many years of management experience in the Financial, Apparel, Retail and Logistics/Freight industries. Through these experiences the development of strong leadership skills, critical, creative thinking abilities and problem solving proficiencies has contributed to the successful professional growth. Identified process improvements through tera – data analysis, resulting in operational efficiency gains of 45% and reducing operating expenses by six figures. Effectively mentored, developed and coached 75 + associates within 3 different lines of business on company policies, procedures, service and regulatory metrics.

EXPERIENCE

Capital One Bank – Irving, TX 2009 – Present

General Customer Service Unit Manager

Conducted weekly team meetings pertaining to the overall focus of the business strategy

Monitored team performance and delivered on critical performance measures including team productivity, efficiency, and Quality Assurance guidelines and implemented best practices to increase customer service NPS from 26% to 67% NPS

Deliver performance feedback, including performance appraisals, developmental action plans, performance improvement plans and disciplinary actions

Assist with training and development of new associates in the Manager in Training Program

Participates in the new hire associate interviews and nesting process

Principal Staffing Coordinator, Workforce Execution – Irving, TX 2011 - 2012

Work with Managers to maintain day to day operations by monitoring department service levels throughout the day

Making adjustments to ensure contact center performance goals are met

Administer paid time off and other benefit time off allowances for contact center personnel

Provide recommended options and suggestions when a department is below service level goal

Utilize E-Workforce Management, Avaya Call Management Systems and Real Time Adherence to monitor call center call volumes and agent schedule performance

Principal Operations Coordinator – Irving, TX 2009 - 2011

Input, process and verify information in reference to customer service inquires and researches request for the Royal Ridge and Laurel Call Center via CARE on-line,, mail, fax and e-mail

Performed miscellaneous clerical duties

Processed all customer request within the policy and procedure timeframe

Recognized in the 1st quarter of 2011 as one of the top performers in the department processing 4,300 customer requests

D.H.L. Express & Logistics – Arlington, TX 2005 - 2009

District Manager

Managed teams across 3 states concurrent: ( TX, KY, RI )

Trained more than 130 employees to provide the highest level of customer service

Motivated employees by helping them focus on achieving total customer satisfaction, by using positive reinforcement to improve performance

Analyzed performance and developed appropriate coaching strategies for improving areas of opportunities

Fleet Manager – Arlington, TX 2006 - 2007

Conducted weekly team meetings, implemented new operational strategies, and supported company policies by effectively communicating team roles, responsibilities and expectations

Seized all opportunities for improvement, committed to 100% customer satisfaction

Recognized as the best fleet of D.H.L. drivers in Dallas in 2007 – 2008

Monitored and analyzed the daily operating environment to make real time adjustments based on the internal and external needs of the customer

Courier/Supervisor – Arlington, TX 2005 -2006

Trained, assigned and checked the work of lower level couriers

Performed check rides to review performance and the proper use of routes and practices

Ensured all delivery material received is safely delivered to correct consignee

Followed standard company procedures and safety requirements to pick up and deliver time sensitive materials in a timely and efficient manner

Real Greek Apparel, LLC - Co Founder/ Owner - Irving, TX 2001 – 2009

General Manager/ Project Manager: designed apparel for 9 nationally recognized fraternities and sororities

Supervised daily operations related to marketing, sales, and client relations focusing on enhancing Real Greek Apparel’s industry visibility and developing new business opportunities for the company. Partnered with executive board members of the various organizations and negotiated multi-year contracts producing apparel lines

Planned and managed travel, entertainment and related expenses achieving organization goals

Advised on strategies, policies, and plans affecting company operations

Target Retail Store, Inventory Manager – Dallas, TX 1991 - 2001

Identified and coordinated daily activities of 25 – 40 employees

Inspired team to achieve desired results in productivity, teamwork, safety, and quality

Responsible for sales floor inventory maintenance and control

Adhered to sound auditing principles while working within a fixed payroll budget

Conducted job interviews, hired, trained and terminated employees

Department Supervisor - Dallas, TX 1997 - 1999

Trained, evaluated and provided clear directions to 7 - 10 team members on a daily basis

Updated all department and seasonal item displays

Responsible for monitoring weekly signage and labels for accuracy

Merchandise Flow Team Member- Dallas, TX 1991 - 1997

Used excellent organizational time – management skills to complete daily tasks

Replenished all sales floor bulk weekly ad items

Worked in back room to unload delivery trucks and restocked shelves with new inventory

Answered guest questions and provided checkout assistance as needed

EDUCATION

Texas A&M University – Commerce, TX

Bachelor of Science in Education

Organizations/Memberships

Alpha Phi Alpha Fraternity, Inc.

OBLACC- Develops men for ministry and leadership in the Home, Church and Community

T.L Bonds Safety Community

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