Hayley Haggerty

G

Participant Support Specialist

Guideline, Inc

Nov 2024 - Current (1 year)

• Served as the voice of the customer by ensuring customer product feedback was clearly captured and conveyed internally • Documented best practices of 401(k) and IRA language, knowledge and expertise through research of internal product, IRS regulations and proficiencies • Managed and organized case load with product CRM tools such as Salesforce, Confluence and JIRA resulting in exceeding expectations of required email and phone volume in first six months of employment

W

Customer Support Specialist Tier II

Workable, Inc

Dec 2022 - Nov 2024 (2 years)

• Managed team QA analysis through Zendesk QA with an IQS of 98% monthly • Provided high-level Tier II support to partners and integration customers through knowledge of APIs as well as internal GDPR policies and security processes • Assisted in team management and oversight in the team lead's absence; monitored customer service KPIs and metrics, providing regular reports and insights to senior management

Customer Support Specialist Tier I

workable

Jun 2021 - Dec 2022 (1 year 7 months)

• Collaborated with Sales, Learning & Development teams to improve product onboarding experiences and technical and sensitive security concerns utilizing Slack and G-Suite • Supported billing, sales, and plan questions covering multiple product rollouts maximizing customer satisfaction • Captured and utilized customer insights to drive improvements in customer lifecycle/journey through updating 60+ internal Confluence articles & documentation

A

Arts Administration Intern

Arts & Business Council of Greater Boston

Jan 2021 - May 2021 (5 months)

• Conducted prospect research in internal database for marketing historical initiatives, COVID-19 Unemployment Resources and Arts & Business Council's Martinis & Masterpieces Event spanning 10+ years • Assisted the Operations & Programs Manager by developing password database for 10+ years of company passwords bringing about increased work efficiency, transition smoothness and augmented workflow between all departments

F

Customer Service Representative

FTD LLC

Feb 2020 - Apr 2020 (3 months)

• Handled 50+ customer interactions per 5 hour work shift, giving detailed, personalized, friendly & polite service to ensure positive customer retention • Memorized entire line of company floral products & services with one week of training in time for busiest sales holiday Valentines' Day and exceeded required target number of customer cases

E

Ticket Agent

Essex Steam Train & Riverboat

Jun 2019 - Jan 2020 (8 months)

Hayley Haggerty

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