Thomas J Hays Email & Phone Number

Ashland City, Tn, Us

Nashville, Tennessee, United States

Brentwood, Tennessee, United States

I help create an incredible experince for all our independent automotive repair shop owners who are members of Shop Fix Academy. My specific roles include: Writing/managing content, customer service, coaching, and training.

Franklin, Tennessee

Coordinate all aspects of repair process with European vehicle owners: Record customer complaints and repair needs to give to technical staff, work technical staff to find cause of customers concern, position repair needed to customer and gain approval for repair cost, arrange parts orders & coordinate labor, ensure optimal customer experience during entire repair process. In addition to main job functions: Take calls to answer potential customer questions and inquires, deescalate frustrated customers, complete daily administrative tasks and complete other tasks as needed by management.

Assisted in leading a team of customer service representatives. Gave direction and coaching to reps to help them improve their ability to service external customers over the phone. Utilized call center software and systems to track and manage the CSR's metrics such as call time, hold time, adherence to scheduled and other metrics as needed. Took over escalated calls and successfully found resolution for highly frustrated customers.

Took inbound calls from customers considering canceling service. Created loyalty and prevented cancellations through solving complex problems, utilizing soft skills, and re-selling the company brand to the customer.

Answered inbound calls from current customers. With great skill answered simple and complex questions from subscribers regarding billing, phone use, sales, and other issues.

Bachelor Of Science (Bs), Human Resources Management

Education record