Customer Service Representative

FREDERICKSBURG, US, ***** • ************@***.*** • 540-***-****

ROBIN HAYNES

PROFESSIONAL SUMMARY

I am a skilled customer service professional with extensive experience in handling high-volume calls and delivering outstanding client experiences. I possess a strong ability to resolve issues promptly, coordinate schedules effectively, and maintain positive relationships with clients. This approach ensures satisfaction and efficiency in every interaction.

I possess a deep passion for my extensive experience in the customer service sector. Establishing connections with customers and addressing their concerns is a source of great satisfaction for me. My strong communication skills facilitate the development of positive relationships, while my aptitude for multitasking and problem-solving equips me to effectively address challenges.

I take great pride in my work ethic and self-motivation, consistently demonstrating a commitment to taking ownership of my responsibilities. My strong organizational abilities, coupled with a collaborative mindset, enable me to thrive in team environments where mutual support fosters the achievement of collective objectives. I am dedicated to reliability and continuous learning, perceiving each day as an invaluable opportunity to make a significant impact.

EMPLOYMENT HISTORY

T2 SUPERVISOR / CLIENT ADVOCATE. March 2025 - Present

Alorica / Goldman Sachs Bank, USA., Fredericksburg, VA, USA

Engage with customers by proactively addressing their concerns, offering support, and identifying solutions to their issues. Establish connections with customers through calls and chat communications, assisting them in navigating product inquiries and comprehending policy details.

Make timely and judicious decisions to resolve customer issues, ensuring their needs are met effectively and efficiently. Manage an active caseload, ensuring that follow-ups and case closures meet established high standards. Empowered to make informed financial decisions for each case, we promote goodwill and strengthen customer loyalty.

Collaborate with other departments to facilitate resolutions and adopt creative strategies to address complex issues. Cultivate a positive customer experience by attentively listening to concerns and providing personalized solutions, thereby significantly enhancing client satisfaction.

Streamline case management processes to minimize resolution times and ensure prompt follow-ups, maintaining a commitment to service excellence. Analyze trends in customer feedback to identify areas for improvement, leading to noticeable enhancements in service delivery.

Coordinate with cross-functional teams to resolve intricate issues, enhancing overall operational efficiency and fostering client trust. Develop and refine customer service processes in partnership with cross-functional teams, resulting in improved efficiency and expedited resolution times.

Optimize case management workflows, leading to a significant reduction in average resolution times and an increase in client satisfaction ratings. Empower team members by creating a supportive environment that enhances collaboration and drives collective success in customer advocacy.

NEW HIRE TRAINING SUPPORT. November 2024 – March 2025

Alorica / Goldman Sachs Bank, USA. Fredericksburg, VA, USA

Support the training department by educating, testing, and coaching new hires using a customized curriculum.

Facilitate engaging training sessions for new hires within a dynamic classroom environment.

Provide personalized one-on-one instruction for individuals requiring additional support.

Lead refresher training sessions to ensure that all team members remain well-prepared and equipped for success.

Conduct certification sessions to assist team members in excelling in their respective roles.

Participate in training and quality assurance meetings to advocate for continuous improvement.

Cultivated a supportive training environment that fosters confidence and skill development among new hires, significantly enhancing team performance.

Implemented targeted training strategies that resulted in observable improvements in new hire retention and overall performance metrics.

Collaborated with cross-functional teams to refine training materials, ensuring alignment with organizational objectives and the diverse needs of learners.

Conducted thorough assessments of training effectiveness, providing actionable feedback that led to substantial increases in participant knowledge.

Analyzed training outcomes to identify trends and gaps, enabling ongoing improvement and adaptation of training methodologies.

Promoted a supportive training atmosphere that enhanced confidence and skill development among new hires, contributing to overall team performance.

COLLECTIONS SPECIALIST. April 2024 – March 2025

Alorica / Goldman Sachs Bank, USA. Fredericksburg, VA, USA

Support clients with payment arrangements and provide information regarding available hardship programs. Conduct outbound calls and manage incoming inquiries while clearly articulating the details related to delinquent accounts. Remain informed about evolving collection guidelines and adeptly navigate complex customer interactions. Assist in data tracking and the preparation of reports, leveraging foundational knowledge of banking practices.

Cultivate positive customer relationships by offering tailored payment solutions, thereby enhancing client trust and satisfaction. Analyze customer data trends to identify accounts at risk and implement targeted strategies that yield measurable improvements in debt recovery. Collaborate with cross-functional teams to create effective communication strategies, significantly enhancing the resolution of complex account issues.

Implement personalized payment solutions to increase client trust and satisfaction through customized communication. Analyze trends in delinquent account data and develop targeted strategies aimed at significantly improving debt recovery rates. Work collaboratively with teams to refine communication strategies, thereby enhancing the efficiency of the resolution process for complex account issues.

TEAM LEAD/SUPERVISOR. March 2021 to November 2023

LEX Reception, AnywhereWorks.Fredericksburg, VA, USA

Guide and cultivate a dynamic team consisting of 4 to 20 individuals, facilitating their professional growth and development. A notable achievement includes leading a team of 15 to enhance customer service delivery, which resulted in significant improvements in client satisfaction and operational efficiency.

Provide exemplary customer service while adhering to an organized and detail-oriented methodology. Employ quality assurance and data analysis tools effectively, engage in negotiation processes, and oversee the onboarding of new team members.

Prepare comprehensive performance reports and conduct evaluations aimed at enhancing team competencies and knowledge, thereby fostering a high-performing environment that empowers individuals in their personal and professional development while improving overall team morale.

Implement robust quality assurance protocols that lead to marked improvements in service accuracy and customer satisfaction. Conduct thorough performance evaluations, utilizing data insights to refine training programs and drive measurable enhancements in team performance.

Document regular check-ins with associates to promote improved coordination, communication skills, problem-solving abilities, and overall team dynamics. Participate in calibration meetings to gain insights that bolster analytical skills and enhance process efficiency, ultimately boosting service quality.

Assist in supervisory functions to support agents, demonstrating leadership capabilities and conflict resolution skills while streamlining issue resolution. Facilitate the onboarding process for new hires to ensure a seamless integration into the team, thereby reducing the ramp-up time required for new members.

Develop and present performance reports to stakeholders, contributing to strategic decision-making and ongoing operational improvements.

CLIENT EXPERIENCE ASSOCIATE. March 2021 to November 2023

LEX Reception, AnywhereWorks.Fredericksburg, VA, USA

Provided support to various enterprises, with a primary focus on legal offices, in effectively managing incoming inquiries.

Routed emergency calls to the appropriate services effectively.

Maintained precise call records and efficiently managed schedules.

Utilized effective communication skills to de-escalate challenging situations.

Ensured exceptional customer service and satisfaction throughout interactions.

Gained valuable experience in credit card processing and merchant services. My self-motivation and strong time management skills drive me to achieve my goals.

CUSTOMER INTERACTION / ADMINISTRATIVE FUNCTIONS / MARKETING APPROACHES / ON-SITE STAFF. March 2000 to Dec 2020

Five Star Power Washing.Fredericksburg, VA, USA

Manage all facets of administrative operations while actively promoting services to a broader audience.

Oversee office functions and address inquiries pertaining to workflow, services, scheduling, and contractual agreements.

Administer and assess estimates and invoices to ensure precision, thereby cultivating a loyal customer base.

Develop and maintain websites, optimize Google Ads and Bing Ads, and establish social media profiles.

Enhance client engagement through strategically targeted social media campaigns, resulting in significant increases in service inquiries and brand visibility.

Conduct thorough reviews and analyses of customer feedback, implementing alterations that yield marked improvements in service delivery and overall client satisfaction.

Collaborate with team members to streamline administrative workflows, thereby improving office efficiency and reducing response times for client inquiries.

Formulate a comprehensive digital marketing strategy that maximizes online presence and drives measurable growth in customer acquisition.

Promote a positive customer experience by effectively addressing inquiries and concerns, thereby fostering trust and loyalty within the client base.

Optimize administrative workflows to enhance office efficiency and considerably reduce response times for client inquiries.

ACCOUNT EXECUTIVE. March 2008 to April 2009

Job.com. Fredericksburg, VA, USA

Proactively engage with potential clients, particularly employers seeking to promote job openings online. Foster meaningful, enduring relationships with employers to expand the customer base. Emphasize the appealing features of products through engaging and interactive demonstrations. Developed robust relationships with employers, resulting in a 30% increase in customer retention and enhanced brand loyalty.

Led targeted outreach initiatives that successfully broadened the client base and increased job visibility on the platform. Collaborated with clients to customize solutions, ensuring alignment with their hiring requirements and promoting customer satisfaction. Executed interactive product demonstrations, significantly enhancing client engagement and effectively illustrating product benefits.

Conducted analysis of client feedback to refine outreach strategies, resulting in measurable improvements in response rates and conversion metrics. Expanded the client base through focused outreach efforts, leading to increased job visibility and heightened employer engagement on the platform.

INBOUND SALES – QUICKBOOKS SOFTWARE & PRODUCTS. August 2007 to January 2008

Intuit. Fredericksburg, VA, USA

Engage with current and prospective customers to empower them in making informed decisions regarding QuickBooks products. Address a diverse array of inquiries while remaining updated on the latest features and software enhancements. Advocate for essential QuickBooks products such as envelopes, invoices, checks, and other printable forms. Collaborate with customers to identify their needs and recommend customized QuickBooks solutions, which has resulted in increased customer satisfaction and loyalty.

Manage a high volume of inquiries to ensure timely resolutions, thus contributing to a significant improvement in response rates. Partner with product teams to communicate customer feedback, which influences feature development and enhances the overall user experience. Provide continuous education to customers about QuickBooks features, fostering supportive relationships, and enabling informed decision-making. Cultivate strong relationships with clients by educating them on QuickBooks features, thereby empowering users to maximize the benefits of the product.

Streamline customer inquiry processes to enhance resolution efficiency, resulting in noticeable improvements in response times.

Focused on generating leads through referrals and warm contacts. Valuable experience in credit card processing and merchant services. My self-motivation and strong time management skills propel me toward achieving my goals.

LICENSED INSURANCE AGENT/UNDERWRITER. April 2007 to August 2007

Government Employees Insurance Company (GEICO). Fredericksburg, VA, USA

Provided guidance to policyholders in selecting the most suitable insurance products that align with their state's requirements. Assessed client needs and evaluated eligibility for homeowner’s insurance.

Clarified intricate underwriting inquiries and assisted clients in navigating various payment options and plans. Functioned as a trusted advisor, facilitating clients' understanding of insurance alternatives, which led to enhanced customer satisfaction and retention.

Streamlined the policy evaluation procedure, ensuring timely assessments that significantly reduced client wait times and increased overall operational efficiency.

Conducted comprehensive assessments of client needs, enabling the formulation of precise policy recommendations and enhancing the underwriting process.

Collaborated with underwriting teams to elucidate complex cases, resulting in expedited approvals and enhanced service delivery.

Guided policyholders in the selection of customized insurance products, thereby enhancing client satisfaction and substantially increasing retention rates.

Evaluated clients’ needs and eligibility for homeowner’s insurance, which contributed to accurate policy recommendations and improved underwriting precision.

TECHNICAL SALES SUPPORT REPRESENTATIVE/TAX SOFTWARE CONSULTANT, September 2005 to March 2007

Intuit. Fredericksburg, VA, USA

Provide exceptional customer service by gaining insights into individual needs and developing optimal solutions. Facilitate the transition from traditional methods to innovative online alternatives for customers. Introduce engaging new products and support services that are specifically designed to meet customer requirements.

Enhance customer onboarding processes, leading to expedited transitions to online solutions and improved user satisfaction. Create customized product demonstrations that significantly increase customer engagement and promote the adoption of new tax software features. Educate clients on the advantages of tax software, which in turn fosters increased sales conversions and reinforces client relationships.

Collaborate with technical teams to address complex customer issues, ensuring prompt support and cultivating long-term loyalty. Deliver empathetic customer service by actively listening to client concerns and offering personalized solutions to enhance the overall experience. Streamline customer onboarding procedures, resulting in faster transitions to online solutions and measurable improvements in user satisfaction.

Skilled in generating leads through referrals and warm contacts. Experienced in credit card processing and merchant services. Highly self-motivated and focused on achieving goals. Demonstrates strong time management skills.

DELI ASSOCIATE / CLOSER. November 2003 to April 2005

Giant Foods. Fredericksburg, VA, USA

Provided assistance to customers in identifying specific products while offering knowledgeable advice and recommendations to enhance their shopping experience.

Ensured that all meats and cheeses were expertly sliced, accurately weighed, meticulously packaged, and appropriately priced.

Adhered to all food safety and sanitation protocols as mandated by company policies and regulatory standards. Delivered exceptional customer service by actively listening to customer needs and fostering a welcoming environment that promoted customer loyalty.

Executed precise food preparation and presentation in compliance with established safety standards, resulting in consistently favorable health inspections.

Collaborated with team members to optimize inventory management processes, thereby reducing waste and ensuring the freshness of products, which contributed to the overall efficiency of the store.

Monitored sales trends and customer preferences to inform stock decisions, resulting in a well-curated product selection that effectively met customer demands.

Maintained accurate pricing and labeling of deli products to enhance transparency and build customer trust, thereby minimizing pricing discrepancies.

Provided guidance to customers in selecting products, cultivating a friendly atmosphere that encouraged repeat business and contributed to enhanced overall satisfaction.

DELI ASSOCIATE / CASHIER. August 1999 to November 2003

Wawa Food Markets.Fredericksburg, VA, USA

Engaged in a diverse array of responsibilities, which included responding to customer inquiries with warmth and preparing a variety of food items.

Organized food within display cases, ensured prompt order fulfillment, and consistently met quality standards. Delivered exceptional customer service in the roles of Cashier and Store Clerk, providing a congenial and efficient checkout experience. Enhanced food preparation processes to improve efficiency, thereby ensuring timely service during peak hours and subsequently increasing customer satisfaction.

Cultivated a welcoming atmosphere by actively engaging with customers, addressing their needs effectively, and fostering long-term relationships. Monitored inventory levels and placed orders to avert shortages, thereby guaranteeing consistent product availability for patrons.

Implemented a new strategy for food display that improved visibility and contributed to increased sales through visually appealing presentations. Collaborated with team members to ensure seamless operations, sharing best practices that resulted in significant improvements in both service speed and quality. Streamlined food preparation processes to bolster service efficiency, leading to marked enhancements in customer satisfaction during high-demand periods.

CASHIER & DELI ASSOCIATE... PROMOTED TO SHIFT MANAGER. March 1999 to July 1999

Sheetz.Dahlgren, VA, USA

Deliver exemplary customer service by welcoming each customer with a warm demeanor, thereby ensuring a friendly and efficient checkout experience.

Manage inventory effectively, maintain balanced cash registers, and assign duties that enhance operational efficiency while elevating the quality of customer service.

Assume the responsibilities of a Shift Manager, which include opening and closing the store, overseeing business operations, and delegating tasks accordingly. I have consistently provided exceptional customer service, fostering a welcoming atmosphere that has contributed to increased customer loyalty and satisfaction.

Oversee inventory levels to guarantee product availability, resulting in a significant reduction in stock shortages and an enhancement of operational flow.

Coordinate team assignments during peak hours to optimize workflow, leading to a noticeable improvement in overall store efficiency.

Analyze sales data to accurately forecast demand, facilitating precise inventory management that minimizes waste and maximizes profitability.

Cultivate a positive team environment as a Shift Manager by mentoring staff to enhance their performance and uphold high standards of service.

Improve customer satisfaction through the streamlining of checkout processes, resulting in expedited service and improved overall store ratings..

SUBSTITUTE TEACHER. November 1997 to February 1999

Colonial Beach Schools. Colonial Beach, VA, USA

Experienced in teaching students across all age groups, from preschoolers to seniors, with a focus on fostering both growth and creativity.

I initiated the After-School Tutorial Program, which provides additional resources and guidance that extend beyond conventional classroom instruction.

By employing interactive lesson plans, I have successfully engaged diverse student groups, thereby enhancing participation and cultivating a passion for learning.

Implemented targeted instructional strategies that resulted in significant improvements in student comprehension and academic performance. Additionally, I collaborated with fellow educators to devise customized lesson plans, ensuring that all students received personalized support and resources tailored to their individual needs.

Maintained comprehensive records of student progress, which facilitated effective feedback and allowed for strategic adjustments to teaching methodologies. By evaluating student assessments, I identified learning gaps that informed the development of targeted intervention plans, ultimately leading to substantial gains in academic achievement.

Furthermore, I fostered a positive learning environment through active engagement with students, significantly enhancing their motivation and participation in classroom activities.

DRIVE-THRU TELLER/CLOSER. July 1985 to January 1988

Ameribanc Woodbridge, VA, USA

Ensure every transaction was accurately entered into the system, creating a comprehensive and organized record.

Provide services like printing account balances, ordering cards and checks, closing accounts, and cashing savings bonds. Executed precise transaction entries, enhancing record accuracy and facilitating smoother audits for compliance.

Assisted customers with account services, fostering positive relationships, and ensuring high satisfaction rates.

Monitored transaction trends, identifying areas for process improvement that led to noticeable gains in operational efficiency.

Coordinated with team members to streamline account closing procedures, reducing wait times and improving customer flow.

Maintained organized records and reconciled daily transactions, ensuring financial integrity and adherence to corporate standards.

Executed accurate transaction entries, enhancing record precision and facilitating smoother audits, which improved compliance outcomes.

ADMINISTRATIVE ASSISTANT / RECEPTIONIST April 1983 to July 1985

Army Navy Country Club Annandale, VA, USA

Greet and engage with a fantastic mix of people, from vendors and members to job applicants and visitors.

Manage transportation services and operate a switchboard, ensuring seamless communication for incoming and outgoing calls. Facilitated front desk operations, enhancing member satisfaction through effective communication and personalized service.

Streamlined switchboard processes, ensuring prompt call handling and improving overall communication efficiency.

Coordinated transportation services, successfully managing schedules to reduce wait times and enhance member experience.

Maintained accurate records of member interactions and inquiries, contributing to improved service delivery and member retention.

Engaged positively with diverse individuals, fostering a welcoming atmosphere that encouraged community involvement.

Orchestrated front desk operations, improving member interactions, and fostering a welcoming environment for all visitors.

EDUCATION

PARALEGAL STUDIES - NO DEGREE. Sept. 1982 – Feb. 1983

Northern Virginia Community College.Alexandria, VA, USA

DIPLOMA. Sept. 1978 – June 1981

Hayfield High School.Alexandria, VA, USA

SKILLS

Active listening • Adaptability • Assessment • Brainstorming • Caring • Coaching • Collaboration • Cognitive skills • Communication skills • Compassion • Computer skills • Conceptual thinking • Confidentiality • Conflict management • Continuous improvement • Creative thinking • Creativity • Critical thinking • Customer service • Data collection • Deductive reasoning • Delegating • Documenting • Editing • Empathy • Employee development • Envisioning • Establishing trust • Etiquette • Evaluating • Explaining • Flexibility • Goal-setting • Inquiring • Inductive reasoning • Information processing • Influencing • Inspiring • Interpersonal skills • Introduction • Investigating • Judgment and decision making • Leading by influence • Management skills • Managing employees • Managing time • Mediating • Mentoring • Motivating • Networking • Negotiation • Nonverbal communication • Observing • Open-mindedness • Order entry • Organization • Overseeing •Patience • Performance reviewing • Planning • Positivity • Presenting • Processing • Proofreading • Quality control • Reading comprehension • Reliability • Reporting • Representation • Rephrasing • Research skills • Respect • Simplifying • Sourcing feedback • Speaking • Streamlining • Strong work ethic • Summarizing • Supervising • Teamwork • Teaching • Training • Training and Development • Troubleshooting • Willingness to learn • Word processing • Written communication • Writing •

ADDITIONAL INFORMATION

ASSESSMENTS

Customer service — Proficient

Identifying and resolving common customer issues

Full results: Proficient

ASSESSMENTS

Learning agility — Proficient

Learning and applying new information

Full results: Proficient

ASSESSMENTS

Call center customer service — Proficient

Demonstrating customer service skills in a call center setting

Full results: Proficient

ASSESSMENTS

Verbal communication — Proficient

Speaking clearly, correctly, and concisely

Full results: Proficient

ASSESSMENTS

Customer focus & orientation — Proficient

Responding to customer situations with sensitivity

Full results: Proficient

ASSESSMENTS

Written communication — Proficient

Best practices for writing, including grammar, style, clarity, and brevity

Full results: Proficient

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