Tyrone Hayes
Atlanta
Summary
Results-oriented professional with expertise in employee relations and talent acquisition. Reduced shrinkage through strategic loss prevention initiatives. Strong communicator and problem-solver, enhancing team collaboration and driving performance improvements. Committed to fostering positive workplace culture and delivering exceptional customer service.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
UNITED HEALTH CARE
Los Angeles
11.2023 - Current
- Resolved customer complaints effectively, leading to improved customer retention.
- Built strong customer relationships through personalized assistance, fostering loyalty and trust.
- Educated clients on health plan benefits and coverage options, enhancing understanding and satisfaction.
- Utilized CRM software to track customer interactions and feedback.
- Trained new staff on customer service protocols and systems.
- Collaborated with team members to enhance service delivery processes.
- Maintained detailed records of customer interactions for future reference.
- Processed claims while maintaining accurate documentation compliance.
Human Resources Manager
Owens & Minor
Atlanta
01.2021 - 11.2023
- Oversaw recruitment process, attracting top talent across various positions.
- Identified and screened candidates for open positions, ensuring a thorough selection process.
- Developed and posted job advertisements across various platforms, attracting diverse candidates.
- Managed employee relations to foster positive workplace culture, enhancing employee engagement.
- Facilitated performance evaluations to guide staff development initiatives, aligning individual goals with organizational objectives.
- Conducted training sessions to develop employee skills and knowledge, contributing to overall team effectiveness.
- Coordinated orientation sessions for new employees, delivering essential onboarding resources.
- Evaluated HR processes and recommended changes to improve efficiency.
Customer Service Representative
CARMAX
Atlanta
06.2020 - 12.2021
- Managed a portfolio of key accounts, serving as the primary point of contact for all client communications and ensuring successful project execution.
- Identified upsell and cross-sell opportunities to maximize account value and strengthen customer relationships.
- Conducted regular business reviews with clients, assessing performance metrics and addressing issues to ensure continuous improvement.
- Developed and implemented strategic account plans, enhancing client satisfaction and contributing to revenue growth.
- ATLANTA, GA
Customer Service Representative
XFINTY
Saint Paul
05.2017 - 06.2020
- Worked in Saint Paul, MN, providing excellent customer service in a retail environment.
- Assisted customers with inquiries about health plans and services.
- Resolved customer complaints effectively and efficiently.
- Educated clients on available benefits and coverage options to improve understanding and satisfaction.
- Managed daily sales floor operations, overseeing staff schedules, training new employees, and delegating tasks for efficient workflow.
- Implemented sales strategies to drive revenue growth, resulting in a 15% increase in sales over a 6-month period.
- Conducted performance reviews and provided constructive feedback to enhance team productivity and morale.
- Enforced company policies and procedures to ensure compliance with safety regulations and maintain a clean and organized working environment.
Loss Prevention Supervisor
KOHLS
Maplegrove
01.2015 - 05.2017
- Trained and mentored 10 loss prevention associates on best practices, improving fraud detection by 20%.
- Collaborated with cross-functional teams to investigate theft cases, leading to 25% decrease in incidents.
- Implemented and monitored loss prevention strategies, achieving 15% reduction in shrinkage within first year.
- Conducted inventory audits and implemented corrective actions, enhancing accuracy and reducing losses.
Education
High School Diploma -
Phoenix Military
Chicago, IL12-2007
Skills
- Customer Engagement
- Claims processing
- Onboarding Support
- Documentation compliance
- Quality Assurance
- Regulatory Awareness
- Product Knowledge
- Problem solving
- Conflict Resolution
- Customer education
- Problem solving
- Team Collaboration
- Team Motivation
- Adaptability
- Communication Skills
- Performance evaluation
- Problem solving
Timeline
Customer Service Representative
UNITED HEALTH CARE
11.2023 - Current
Human Resources Manager
Owens & Minor
01.2021 - 11.2023
Customer Service Representative
CARMAX
06.2020 - 12.2021
Customer Service Representative
XFINTY
05.2017 - 06.2020
Loss Prevention Supervisor
KOHLS
01.2015 - 05.2017
High School Diploma -
Phoenix Military