Hailey Simpson

I've dedicated my career to customer service. I am a people person, and enjoy finding the yes to a no. I currently work as the customer service director for Task Force Zero, the headquarters for Beat The Bomb where I manage a CS team, workforce, code our CRM and AI and more. In my free time I'm a mom to my daughter with my Husband Zach. Currently looking for a second job to after 5.

Customer Experience & Operations Leader at Beat The Bomb / Task Force Zero (2024-04 – Present)

Progressed through broad customer experience, operations, marketing, training, technology, and business-development responsibilities within a fast-moving immersive entertainment company.

• Lead high-volume CX operations supporting a multi-location business, including reservations, payments, escalations, events, service recovery, technical issues, and customer communications.
• Manage and coach a distributed customer service team through staffing, scheduling, onboarding, training, KPI expectations, quality standards, productivity targets, and escalations.
• Build customer-service SOPs, knowledge-base content, FAQs, training resources, and operational playbooks that improve consistency and accelerate agent ramp-up.
• Own and optimize workflows across ZOHO Desk, RingCentral, Roller, Make.com, Zendesk, Slack, Klaviyo, Mailchimp, Google Workspace, and related systems.
• Develop KPI frameworks covering response volume, resolution volume, first-contact resolution, productivity, quality, and customer experience outcomes.
• Work directly with APIs, webhooks, JSON, automation workflows, and technical partners to connect systems, improve data flow, and eliminate repetitive work.
• Directly assisted with creation and implementation of AI-powered chat, SMS, and email agents, including escalation logic and handoffs; serve as the voice of Bombie, Beat The Bomb's AI customer-service agent.
• Developed Beat The Bomb's RingCentral IVR, including call-routing and announcement-only lines, and recorded the system announcement voice.
• Developed an internal Beat The Bomb application, translating frontline operational needs into a practical technology solution.
• Manage remote technical troubleshooting and digital-asset recovery using TeamViewer, RustDesk, OBS Studio, and Unity, supporting CCTV, Photobomb, and custom-video workflows.
• Built automations for social-message intake, review escalation, payment follow-up, customer asset recovery, and other operational workflows.
• Use advanced Excel and spreadsheet workflows for operational tracking, reporting, analysis, scheduling, and decision support.
• Use ApplicantPro and Gusto for recruiting, workforce management, scheduling, and people-operations workflows; use Slack for team communications and bot-enabled workflows.
• Lead and support marketing initiatives, customer communications, sales, lead development, account nurturing, and account growth through direct customer engagement and relationship management.
• Partner with technology, operations, marketing, and events teams to turn frontline trends into process and product improvements.

Customer Service Manager at Clearcover (2022-01 – 2025-01)

• Led customer service operations with responsibility for team performance, coaching, quality, customer outcomes, and daily execution.
• Developed and led the Employee Council, creating a structured channel for employee feedback, engagement, communication, and organizational improvement.
• Created internal newsletters and marketing campaigns to strengthen employee and customer communications.
• Supported hiring and recruiting using Greenhouse, helping identify, onboard, and develop customer-service talent.
• Managed workforce planning and scheduling workflows and supported performance management through data-driven practices.
• Built sales and lead-development skills through customer nurturing, account development, relationship management, and conversion-focused communication.
• Used Slack for team communication and operational coordination.

B.S. in Business Administration – Coastal Carolina University