Ginger Hayden
Colonial Heights
Summary
Dynamic leader in customer service and operations with a strong history of driving growth through high-performing teams and effective CRM implementation. Established key performance indicators that enhanced customer satisfaction and operational efficiency. Expert in strategic planning and cross-functional collaboration to address complex operational challenges.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Director of Customer Service
VSP Technologies
Prince George
04.2022 - 03.2026
- Recruited and managed team of 25 employees, including managers and remote staff, to enhance departmental effectiveness.
- Established performance metrics and KPIs for customer satisfaction, response times, RFQ win rates, and order accuracy.
- Managed escalated customer issues and coordinated cross‑functional solutions.
- Formulated strategic direction for Inside Sales and Support Services departments to drive alignment and operational success.
- Led Salesforce CRM implementation and training across the department.
- Supported strategic planning, budgeting, and forecasting initiatives as senior leadership team member.
- Developed an enhanced onboarding and employee training program.
- Partnered with sales leadership to align account strategies and growth opportunities.
Support Services Manager
VSP Technologies
Prince George
02.2021 - 04.2022
- Led team of five specialists to enhance support for inside sales and customer service operations.
- Hired, trained, and developed employees to improve team capabilities and service quality.
- Collaborated with leadership on pricing strategy and sales forecasting to align with market trends.
- Managed contract bids, projects, and price increases.
- Conducted performance reviews and coaching sessions.
- Oversaw payroll administration and scheduling.
Support Services Specialist
VSP Technologies
Prince George
04.2017 - 02.2021
- Supported high‑priority bids and major customer projects.
- Provided technical support including torque calculations, material compatibility reviews, and drawing evaluations.
- Sourced products to meet urgent customer requirements and support project timelines.
- Updated intercompany programs and online ordering systems to streamline processes and enhance user experience.
- Managed customer documentation, contracts, and pricing updates to ensure accuracy and compliance.
Customer Service Team Lead – Transportation Division
VSP Technologies
Prince George
01.2013 - 04.2017
- Oversaw workflow and daily operations of Transportation customer service team, ensuring efficient service delivery.
- Managed Railcar OEM accounts and key transportation customers, fostering strong client relationships.
- Trained account specialists on Transportation and Marine product lines, enhancing team knowledge and service capability.
- Resolved escalated customer issues and supported sales leadership.
Inside Sales Account Specialist
VSP Technologies
Prince George
09.2007 - 01.2013
- Managed customer accounts across transportation, marine, and industrial sectors, ensuring alignment with client needs.
- Provided pricing, product information, and order updates.
- Coordinated with engineering to resolve product issues, enhancing customer satisfaction and product reliability.
- Processed orders through MAS 500 ERP and coordinated with manufacturing to ensure timely fulfillment of customer requests.
Purchasing Agent / Storeroom Supervisor
Duro Bag Manufacturing
Richmond
01.1999 - 07.2007
- Procured raw materials, machinery parts, and operational supplies to ensure plant operations met production schedules.
- Negotiated vendor contracts and pricing agreements.
- Maintained inventory supporting 72 pieces of production equipment.
- Led and developed a team of six employees, fostering a collaborative work environment.
- Oversaw plant safety reporting and injury tracking to maintain compliance with safety regulations.
- Coordinated safety training including CPR, first aid, and fire safety.
Purchasing Assistant / Storeroom Clerk
Duro Bag Manufacturing
Richmond
01.1995 - 01.1999
- Facilitated purchase requisitions and purchase orders to ensure timely procurement.
- Managed inventory and storeroom operations to maintain optimal stock levels.
- Executed payroll processing using Kronos to ensure accurate employee compensation.
- Maintained engineering blueprints for machine shop manufacturing.
Education
Graduate -
Clover Hill High School
Chesterfield, VA06-1994
Skills
- Customer strategy
- Sales and account management
- Contract management
- Process improvement
- Project management
- Strategic planning
- ERP and CRM systems
- Cross-functional collaboration
- Team leadership
- Strategic thinking
- Problem solving
- Relationship management
Professional Highlights
- Promoted five times within VSP Technologies, progressing from Inside Sales Account Specialist to Director of Customer Service.
- Built and led a 25+ person customer service and support organization including managers and remote staff.
- Implemented Salesforce CRM to improve account visibility, KPI tracking, and workflow management.
- Developed departmental KPIs focused on response time, customer satisfaction, RFQ win rates, and order accuracy.
- Created and launched a structured employee onboarding and training program.
- Partnered with senior leadership on budgeting, pricing strategies, forecasting, and business planning initiatives.
Certification
Certifications & Technical Skills
OSHA 30 Certified
Systems & Software
Salesforce
SAP Ariba
Sage 500
Jira
ADP
Paylocity
Microsoft Excel (Advanced)
Microsoft Word, PowerPoint, Outlook, Teams
OSHA 30 Certified
Systems & Software
Salesforce
SAP Ariba
Sage 500
Jira
ADP
Paylocity
Microsoft Excel (Advanced)
Microsoft Word, PowerPoint, Outlook, Teams
Timeline
Director of Customer Service
VSP Technologies
04.2022 - 03.2026
Support Services Manager
VSP Technologies
02.2021 - 04.2022
Support Services Specialist
VSP Technologies
04.2017 - 02.2021
Customer Service Team Lead – Transportation Division
VSP Technologies
01.2013 - 04.2017
Inside Sales Account Specialist
VSP Technologies
09.2007 - 01.2013
Purchasing Agent / Storeroom Supervisor
Duro Bag Manufacturing
01.1999 - 07.2007
Purchasing Assistant / Storeroom Clerk
Duro Bag Manufacturing
01.1995 - 01.1999
Graduate -
Clover Hill High School