Cathy Hayes

Dynamic and results-driven corporate professional with over 30 years of experience in customer service and operational management. Proven track record of enhancing customer satisfaction and streamlining processes to improve efficiency and drive team success. Skilled in project management, strategic problem-solving, and analytical thinking, with a dedication to fostering strong client relationships and delivering exceptional service.

Customer Change Specialist II - Unum - Chattanooga, TN

(1985-07 - 2018-05)

• Enhanced customer satisfaction rates through proactive problem-solving and effective conflict resolution, leading to a significant increase in customer retention.
• Collaborated with cross-functional teams throughout the project lifecycle, ensuring that project milestones were achieved on time and within budget parameters.
• Streamlined the customer service process, reducing response and resolution times by implementing structured communication channels and efficient troubleshooting methods.
• Generated detailed reports on customer interactions, findings, and strategic recommendations, providing valuable insights to management for continuous improvement initiatives.

Service Consultant - Unum - Chattanooga, TN

(1985-07 - 2018-05)

• Served as a primary point of contact for clients, delivering expert guidance on service procedures, expected timelines, and product offerings which fostered long-term client relationships.
• Initiated and led regular strategy meetings to enhance team collaboration, promoting a culture of innovation focused on improving customer satisfaction and service delivery.
• Successfully restructured the customer service process, resulting in quicker response times and higher overall satisfaction rates from clients.
• Led quality assurance efforts, setting high-performance standards for product and service delivery, enhancing overall team performance and customer satisfaction.

Bachelor of Science - Business - University of Tennessee at Chattanooga