Carla Havelock
Pekin,IL
Summary
Highly-motivated with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Working effectively unsupervised and quickly mastering new skills. Hardworking with exceptional customer service skills, sales, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience, History of meeting company needs with consistent practices as well as skilled worker adapting to new situations and challenges to enhance organizational brand.
Overview
35
35
years of professional experience
Work History
Member Service Representative
Planet Fitness Gym
02.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction. Daily members can reach well over 200
- Verified customer identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Assisted members with tanning, hydro massage, and massage beds
Account Executive II
Attane
03.2018 - 07.2023
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Managed incoming/outgoing calls, emails, and chat requests from clients
- Qualified leads, built relationships and executed sales strategies to drive new business.
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
- Exceeded sales targets consistently by identifying new business opportunities and creating customized solutions for clients.
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
- Conducted regular check-ins with existing clients to assess their needs and identify upselling opportunities.
- Leveraged CRM to collect, organize, and manage sales data and customer information.
- Resolved issues promptly to drive satisfaction and enhance customer service.
- Cross-sold products and services to clients to secure additional business and grow revenue streams.
- Achieved or exceeded company-defined sales quotas.
- Set and achieved company defined sales goals.
- Negotiated prices, terms of sales and service agreements.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Book of Client - Allstate
Digital Marketing Consultant
Mindstream Interactive
11.2012 - 03.2018
- Utilized techniques such as cold calling, networking and prospecting to develop new leads
- Managed at least 50 outbound calls daily
- Managed weekly calls and emails
- Consistently met and exceeded weekly and monthly sales goals
- Book of Clients - ServiceMaster, Terminix, Merry Maids, Furniture Medic, Amerispec, Trugreen, Overhead Door, Wells Fargo Advisors
- Exceptional customer service in order to meet owners needs
- Reviewed benefits with owners monthly for print, search, and mobile programs to provide recommendations based on owners needs
- Email solicitations to book of clients for their upcoming renewals along with recommendations
- Resolved customer complaints by offering creative solutions and incentives
- Maintained accurate records of all sales activities
Account Executive
Mindstream Interactive
11.2009 - 03.2012
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Qualified leads, built relationships and executed sales strategies to drive new business
- Managed incoming and outgoing calls
- Email solicitations
- Exceeded sales targets consistently by identifying new business opportunities and creating customized solutions for clients.
- Worked with State Farm agents by phone and email
- Provided recommendations for print, online yellow pages, and mobile advertising
- Monthly solicitations to agents via email
- Provided timely customer service support to resolve any issues quickly and efficiently
- Outbound calls to obtain account information
- Developed comprehensive sales plan to increase revenue in assigned territory
Customer Service Representative
Marquette Group/Mindstream Interactive
11.2007 - 11.2009
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Solicited monthly for print advertising to book of business - Bobcat and other assigned clients
- Outbound calls to obtain account information
- Provided excellent customer service to resolve customer situations in timely manner
- Performed administrative tasks such as filing paperwork, updating information in database and generating reports
- Resolve complex issues by working with other departments to provide solutions that meet customer needs
Assistant Manager
Speedlube LLC
08.2002 - 11.2007
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained clean, safe, and organized store environment to enhance customer experience
- Developed strong working relationships with staff, fostering positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Conducted regular performance reviews for employees to identify areas of improvement
- Developed system for tracking inventory and ordering of supplies
- Compliance and safety regulations and company policies
- Monitored employees attendance, timekeeping, payroll information
- Maintained up to date knowledge of company products and services
- Scheduled shifts and assigned duties to crew
- Organized schedules, workflows, and shift coverage to meet expected business demands
- Enforced company policies and procedures to strengthen operational standards across departments
- Mentored staff to enhance skills and achieve daily targets, using hands on and motivational leadership
- Service cars for oil changes, transmission services, air filters, and other services offered
- Handling of cashflow and deposits
Assistant Manager
Hot Spot Tanning Salon
05.1997 - 08.2002
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained clean, safe, and organized store environment to enhance customer experience.
- Developed strong working relationships with staff, fostering positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Managed inventory levels to minimize stock while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Monitored staff of all procedures to make sure all laws were being enforced with state guidelines
- Keeping up to date with new information pertaining to products - that way for training of employees for ability to sell new items
- Handled bookkeeping and nightly deposits
Daycare Owner
Daycare
05.1992 - 05.1997
- Provided child daycare
- Fed meals to children
- Provided snacks for children
- CPR trained
Clerk Typist
Pekin Insurance
05.1989 - 12.1992
- Optimized time management by effectively multitasking across various responsibilities while adhering to strict deadlines.
- Assisted in project completion by providing essential clerical support such as copying, scanning, and faxing documents.
- Assisted in maintaining clean and orderly office space, contributing to productive work environment for all team members.
- Proofread policies and made any corrections that needed to be corrected
- Put policies in envelope to be mailed
- Alphabetizing
- Filing
- Organizing
Education
No Degree - Secretarial Studies And Office Administration
Illinois Central College
East Peoria, ILHigh School Diploma -
Metamora Township High School
Metamora, IL05.1989
Skills
- Customer Service
- Account Management
- Product Recommendations
- Sales strategy
- Product Sales
- Relationship Building
- Money handling abilities
- Computer Skills
- Microsoft Office
- Remote Office Availability
- Salesforce CRM
- Live Chat Messaging
- Sales closing
- Detailed Oriented
- Management
- POS System
Timeline
Member Service Representative
Planet Fitness Gym
02.2024 - Current
Account Executive II
Attane
03.2018 - 07.2023
Digital Marketing Consultant
Mindstream Interactive
11.2012 - 03.2018
Account Executive
Mindstream Interactive
11.2009 - 03.2012
Customer Service Representative
Marquette Group/Mindstream Interactive
11.2007 - 11.2009
Assistant Manager
Speedlube LLC
08.2002 - 11.2007
Assistant Manager
Hot Spot Tanning Salon
05.1997 - 08.2002
Daycare Owner
Daycare
05.1992 - 05.1997
Clerk Typist
Pekin Insurance
05.1989 - 12.1992
No Degree - Secretarial Studies And Office Administration
Illinois Central College
High School Diploma -
Metamora Township High School
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