Bayleigh Harrison
Colorado Springs
Summary
Customer service leader with a proven record of coaching and developing high-performing teams, resolving complex customer issues, and driving service excellence. Skilled in motivating employees, improving performance metrics, and creating a positive and productive work environment.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Representative
Quartz
08.2022 - Current
- Mentored junior representatives, enhancing team performance and customer satisfaction.
- Implemented process improvements that reduced response times.
- Onboarded and trained new and existing representatives on department processes and procedures.
- I take ownership of offline customer cases, conducting detailed research, and coordinating with internal departments to ensure full resolution.
- Resolved escalated issues by employing problem-solving skills and conflict resolution techniques.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Collaborated with other representatives to provide education, feedback, and learning opportunities.
Manager
GameStop
08.2015 - 08.2022
- Led team in achieving operational goals, enhancing store performance and customer satisfaction.
- Developed training programs for new employees, ensuring adherence to company standards and practices.
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Led the recruitment and selection process, conducted interviews, made hiring decisions, and administered performance-based disciplinary actions and terminations when required.
- Maintained schedules for all employees.
- Drove team performance by providing structured feedback, development plans, and recognition for performance.
Education
Bachelor of Arts - English Professional Technical Writing
University of Colorado, Colorado Springs
Colorado Springs, CO07-2028
Skills
- Performance management
- Conflict resolution expertise
- Personable while maintaining professionalism
- Effective team leadership
- Operational efficiency
- Maintained open lines of communication and remained consistently accessible to team members and leadership
Timeline
Senior Customer Service Representative
Quartz
08.2022 - Current
Manager
GameStop
08.2015 - 08.2022
Bachelor of Arts - English Professional Technical Writing
University of Colorado, Colorado Springs