Open to opportunities

Cathy Hayes

@cathyhayes

Message

Customer Service Consultant with 30+ years improving customer satisfaction and streamlining operations.

United States

Message

What I'm looking for

I’m looking for a customer-focused organization where I can use my problem-solving, project coordination, and quality assurance strengths to streamline service, raise satisfaction and retention, and support continuous improvement through clear reporting and team collaboration.

I’m a dynamic, results-driven customer service and operations professional with over 30 years of experience improving customer satisfaction through proactive problem-solving, conflict resolution, and consistent client-focused service. I’ve built trusted client relationships by serving as a primary point of contact for service procedures, timelines, and product offerings.

Across my roles, I’ve streamlined customer service processes to reduce response and resolution times, collaborated with cross-functional teams to deliver on milestones within budget, and generated detailed reports with strategic recommendations to support continuous improvement. I also lead strategy meetings, drive quality assurance with high-performance standards, and educate and train staff to strengthen service delivery and team success.

Experience

Work history, roles, and key accomplishments

Customer Change Specialist II

Unum

Jul 1985 - May 2018 (32 years 10 months)

Enhanced customer satisfaction through proactive problem-solving and conflict resolution, improving customer retention. Streamlined the customer service process to reduce response and resolution times and produced reports with recommendations for continuous improvement.

Customer Service Problem Solving Conflict Resolution Process Optimization Project Coordination Reporting Quality Improvement Troubleshooting Customer Retention

Service Consultant

Unum

Jul 1985 - May 2018 (32 years 10 months)

Served as a primary point of contact for clients, providing guidance on service procedures, timelines, and product offerings to support long-term relationships. Led strategy meetings, restructured the customer service process to improve response times, and managed quality assurance standards for service delivery.

Client Relationship Management Quality Assurance Account Management Staff Training Documentation Management Service Delivery