Haley Battles

Haley Battles is a Project Coach at Afni, Inc., where she specializes in customer service operations, employee development, and performance management. With approximately five years of experience in customer service and business process outsourcing, she has progressed through several roles, including customer service representative, mentor, Support Specialist, and Project Coach. In her current position, she provides coaching and operational support to a remote team of approximately 14–20 customer care professionals, focusing on performance metrics, service quality, problem-solving, and continuous improvement. Her leadership approach emphasizes accountability, empathy, and leading by example, helping employees build confidence and develop the skills needed to succeed.

Haley is passionate about developing people and creating supportive environments where employees feel empowered to overcome challenges and reach their potential. She takes a hands-on approach to leadership, demonstrating the same standards and expectations she encourages her team to uphold. Through performance analysis, individualized coaching strategies, and root-cause assessment, she helps identify opportunities for improvement while maintaining high standards of customer service. She is currently pursuing a Bachelor of Science in Business Administration with a concentration in Business Analytics at Indiana Institute of Technology, where she is also involved in the Alpha Chi National Honor Society and serves as Co-Director of Programming for the Student Human Resource Management Council.

Beyond her professional and academic commitments, Haley contributes to organizational development and professional engagement through her volunteer work as a newsletter editor for the Nankin Club of America. She also balances her career and education with homeschooling her three children, demonstrating her commitment to both professional growth and family. Haley attributes her success to the encouragement and support of the people around her, particularly her colleagues and team members. She encourages young women entering the industry to believe in themselves, recognize the impact they have on others, and understand that meaningful contributions are not always immediately visible.