Hayley Hendricks

HH

Open to opportunities

Hayley Hendricks

@hayleyhendricks

I improve customer experience through feedback analysis, client support, and administration.

What I'm looking for

I'm looking for a customer experience or administration role where I can analyse feedback, resolve client issues, improve service delivery, and contribute to a collaborative, high-performing team.

At Discovery Vitality, I manage member feedback surveys, report trends and root causes, and recommend solutions that improve customer experience and service delivery.

I resolve escalated member queries while maintaining service levels, quality standards, and productivity targets. My work has been recognised with Top MBR Analyst 2025, Call Centre Agent of the Year, and six Dazzling Star Awards.

I've also supported residents, families, and clients through office administration, front-desk operations, payment processing, and relationship-focused service at Joburg Skyscraper and Cape Funeral Fund.

Experience

Work history, roles, and key accomplishments

DL

Current

MBR Analyst

Current

Discovery Health Pty Ltd

Feb 2019 - Present (7 years 7 months)

Managed member feedback surveys and ensured timely client follow-up. Reported trends and root causes to business stakeholders and recommended solutions to improve customer experience.

Customer Experience Management Trend Analysis Reporting Quality Assurance Problem Solving Communication Skills Time Management Call Centre Operations Customer Retention

JS

Office Administrator

Joburg Skyscraper

Mar 2017 - Dec 2018 (1 year 9 months)

Managed front desk operations and resident interactions. Handled maintenance requests, inventory, purchase orders, and processed rental payments.

Administrative Support Inventory Management Purchase Order Processing Record keeping Customer Service

CF

Receptionist / Office Administrator

Cape Funeral Fund

Feb 2015 - Jan 2017 (1 year 11 months)

Provided empathetic support and assistance to families. Managed office administration and funeral arrangement coordination.

client support Office Administration Coordination Empathy Reception Duties

KS

Waitress

Keg N Swan

Jan 2014 - Jan 2015 (1 year)

Delivered excellent customer service in a fast-paced environment. Managed orders, payments, and customer satisfaction.

Customer Service Order Management Payment Processing Time Management

Education

Degrees, certifications, and relevant coursework

WS

Westering High School

National Senior Certificate, General Studies

Completed National Senior Certificate (Grade 12) in 2013.

Tech stack

Software and tools used professionally

Swan

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