Customer Service A Team

Dondra Hayes

*********@*****.*** 678-***-**** www.linkedin.com/in/dondra-hayes-15106338

Address: *** *********** *****, *********, ******* 30253

EDUCATION

Strayer University-Chamblee, Georgia campus, BBA with a Concentration in Health Services Administration May 2017 – Mar 2021

Magna Cum Laude President’s & Dean’s List Alpha Sigma Lambda Honor Society

Key Skills:

Detailed record keeping,

Extensive knowledge CCD scanner

Strong B2B relationship experience

Lean Six Sigma trained

Trained in all aspects of Financial Services risk management

Soft Skills

Organizational Skills,

Time Management

Quick learner

Critical Thinking

Customer Service Facing/Focused Driven

Team Player

work independently

Adaptable

multi-tasker

Technical Proficiencies

MS Office Package, SAS package

Work Experience

Morgan Stanley – Global Stock plan Administrator, PRM 1 (Hybrid) Alpharetta, GA, May 2022-May 2024

Managed global equity plans for public company’s

Responsible for Servicing and resolving inbound participant ESPP (Employee/Employer Share Purchase Plan) inquiries using the Connect digital servicing platform.

Administered Participates equity awards, stock plans, and ESPP purchases

Handled and resolved any Participate concern of inaccurate accounting, taxation, and reporting of equity plans

Providing coordination, guidance, and assistance to internal and external stakeholders to ensure the capability to navigate client self-serve portal.

Serviced inbound participant inquires of a diverse nature using the Shareworks and Salesforce chat

communication platform.

Conducted follow-up communications with participants regarding multi-step processes and/or

advanced request.

Communicating and servicing participate inquiries using other mediums such as outbound

calls to the customer or via the secure message center.

Multitasking and servicing up to two chat interactions simultaneously

Addressing Service-to-Sales and value-add initiatives with customers using digital

Communication.

Leveraging multiple lines of business and specialty teams to provide one-touch resolution via

the digital communication chat platform

Maintained detailed records of communication with clients

Maintained call handling time of 3 mins. or less

Maximus Federal -Veterans Evaluations Services – Call Center Service Agent (Federal) (Remote), July 2021 – April 2022

Responsible for screening all incoming VES calls, and directing educated information to providers

Maintained security implementing and enforcing HIPPA with medical providers, veterans, and VA employees.

Maintained low call times of 5 minutes or less per call

Assisted Veteran’s in confirming, rescheduling or cancelling scheduled appointments.

Maximus Federal -Centers for Disease Control – VAX Project Agent (Federal) (Remote), April 2021 -July 2021

Responded to inquires resulting from Covid-19 vaccination scheduling questionnaires or communications.

Answered incoming calls from the public related to Covid-19 vaccination scheduling.

Utilized independent judgement to understand the logistics of available timeslots and if the location, distance and/or time of available appointments is a reasonable distance/timeframe to book an appointment

Amazon Distribution Center - Fulfillment Center Associate Jan 2021-March 2021

Compare incoming shipments to purchase orders for accuracy

Using CCD Scanner, scanned barcode items to make sure package content accuracy

Count and verify inventory before storing it in designated locations

Manage and organize products according to store policy

Pick inventory for package assembly

Assemble and package products related to orders

Shipping: Create shipping labels, load packages onto delivery trucks, and create tracking reports

Inspecting: Inspect products for defects or damages

Maintaining: Maintain accurate inventory records and a clean and organized warehouse environment

Enumerator - United States Census Bureau –(Government) Atlanta, Georgia August 2020-October 2020

As an enumerator my job focus included the following: inquire about a variety of specific information including a person’s name, age, religious preference, address, and state of residency; gather, record, and encode information from a survey.

In-touch with individuals to be interviewed in their own home or office by mail, phone, or in person.

Recognized and give an account of problems in obtaining data.

Submitted completed tasks to a supervisor and discuss developments daily.

Reviewed data gathered from an interview to check if they are complete and accurate.

Assisted people in filling out the questionnaires, find, and record addresses and households.

Exceeded daily goals of completing 15 interviews per day.

Synchrony Financial– Sr. Recovery Asset Sales Analyst Alpharetta, GA, June 2018 - September 2019

Maintained department databases and required reporting of pre- and post-sale activities with a focus on quality and timeliness.

Able to manage any customer account discrepancies via reconciliation using internal account reconciliation software

Delivered exceptional customer and client satisfaction rating in troubleshooting problems related to Asset Sales through Support Central/SharePoint workflow completion, workout sessions, or email.

Ensured compliance guidelines and any risk assessment were met with both internal and external policies and procedures and contractual agreements and commitments

Using Statistical Analysis System (SAS) for gathering & compiling Vendors monthly reports for callouts in relation to vendor assistance in recovery of probate and bankruptcy collectable accounts

Used AML training skills to identify any suspicious account activity

Synchrony Financial- Estate Recovery Supervisor (Promotion) Alpharetta, GA, September 2016 - June 2018

Supervised and led a cross-functional team of 8 associates in achieving daily goals.

Successfully implemented innovative scheduling system to organize team meetings and vacation schedules more efficiently.

Tracked volume of department workflows and workstation making sure Synchrony client and customer (Service Level Agreements) SLA were being met.

Cross-trained associates on all Estate Recovery processes for back up, lack of bandwidth, or Disaster Recovery (DR)

GE Recovery Call Center- Sr. Recovery Probate/Bankruptcy Specialist, IC Alpharetta, GA, February 2013 – September 2016

Coordinated and facilitated all probate and bankruptcy process training for staff, supplier, manager, and associates.

Designed support central data forms of workflows and cases for probate and bankruptcy for a daily request coming from different areas of the business. Decreasing emailed request by 70%.

Participated and led projects and deliverables that relate to customer fulfillment production output; startups, conversions, system changes, collateral, and compliance utilizing Lean Six Sigma

Activities & Recognitions

Lean Six Sigma training

Green Belt trained; White Belt certified

Pray4School Campaign (2024)

North Georgia Food Drive (2022-2023)

Habitat for Humanity (2021-2022)

Women Network (2009-2019)

Member of Toastmasters (2019)

African American Network (2017-2019)

Hispanic Network (2018-2019)

Warehouse production line for food drive-(2017-ongoing)

Business Initiative Committee (BIC), 2012

Center of Recovery Excellence (CORE) Committee (2010 & 2011)

Continuity of Service Awards (1994-2019)

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