Haley Clarke
Stow
Summary
Professional in customer experience leadership with proven track record in enhancing client satisfaction and operational efficiency. Strong focus on team collaboration, adaptability, and achieving results. Skilled in conflict resolution, process optimization, and effective communication. Known for reliability and ability to thrive in dynamic environments.
Overview
11
11
years of professional experience
Work History
Customer Experience Manager, Returns
PartsSource Inc.
07.2024 - Current
- Managing 3 internal employees and assisting with 21 offshore emlpoyees,
- Managing PTO time, schedules, call offs, etc.
- Having monthly 1:1s with my direct reports
- Salesforce reporting and CRM experience
- Reviewed existing processes for process improvement opportunities
- Handling individual development plans for Returns Team career paths
- Weekly meetings with my manager to communicate team issues, ideas, process improvements, etc.
- Assisting with interviewing new hires for the Returns Team and Customer Care Team.
- Collaborated with company departments to guarantee cohesive branding and strategic product placement
- Coached staff on strategies to enhance performance and improve customer relations
- Handling escalations with customers
- Handling yearly performance reviews
- Developing vendor relationships
- Reviewing credits and concessions to customers and vendors
- Processing additional bills
- Experience working remotely managing employees
- Running daily reporting using SAS, Excel, Bright Metrics to show team where they stand currently with meeting KPIS
- Creating Job aids and training documents for process improvements
- Utilizing Knowledge in Salesforce for training
- Working Cross-functionally with all departments to improve processes and enhance customer experience.
Customer Experience Team Lead
PartsSource Inc
06.2020 - 07.2024
- Managing 20-30 customer service reps
- Lead customer care onboarding program
- Lead SME program
- Started Employee Recognition Program
- Handling escalated calls or emails from customers
- Lead team meetings weekly to review team issues, KPIs, training materials, introduce new team members, etc.
- Experience working remotely managing customer service representatives
- Having monthly 1:1s with my direct reports
- Running daily reporting through SAS, Excel, Dialpad, Playvox, etc.
- Handling yearly performance reviews
- Assisting with interviewing new hires for the customer service teamHandling individual development plans for customer service career paths
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Mentored junior team members, contributing to their professional development and overall team success.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Lead a team of Customer Care agents and empower them to make good decisions on behalf of the customer.
- Ensure phone service levels are being met daily.
- Motivate employees to drive results to meet KPIs.
- Search for ways to make company enhancements and drive better results.
National Inside Sales Representative
Partssource
10.2017 - 06.2020
- Analyzed sales performance and service feedback to drive organizational and operational changes resulting in greater profitability.
- Reviewed customer data to assess current issues and determine potential solutions
- Provided high level of quality control, eliminating downtime to maximize revenue
- Maintained revenue streams by exhausting every option before offering refunds
- Enhanced client retention by driving product benefits and features and preferred supplier information delivery around client needs
- Maximized revenue by proactively building and managing key customer relationships
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery
- Diminished process lags, training new hires on customer service protocols and best practices
- Reported sales metrics to senior management and suggested improvements that could be made to increase the value of collateral.
- Communicated with repeat customers to build long-term relationships.
- Generated sales by prospecting leads, cold calling and negotiating advantageous deals.
- Cultivated long-term relationships with clients to accurately quote prices and terms that achieved customer objectives.
- Learned customer needs and desires to suggest specific product options.
Customer Service Representative
PartsSource Inc
08.2016 - 10.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Purchasing Administrator
PartsSource
08.2016 - 10.2017
- Prepared, coordinated and communicated price quotes, terms of sale, delivery dates and service obligations to customers and contractors
- Communicated with vendors to place and receive orders, request maintenance services and deliver instruction on behalf of office management
- Worked with shipment companies to manage distribution.
- Expedited distribution of materials to locations.
Point of Sale Associate
Kohl's
12.2013 - 04.2015
- Drove sales and add-on purchases by promoting specific item options to customers
- Worked closely with front-end staff to assist customers and maintain satisfaction levels.
- Stayed up to date on current item discounts to support promotions.
- Helped customers update accounts, sign up for new services and take advantage of special offers
- Maximized customer satisfaction by assisting customers complete purchases, locate items and sign up for rewards programs
- Resolved issues regarding customer complaints and escalated worsening concerns to management for remediation.
- Scanned items quickly to keep lines moving and reduce overall wait time.
Education
Bachelor of Science - Psychology
Kent State University
Kent, OHSkills
- Problem-solving abilities
- Product and service knowledge
- Organizational strengths
- Relationship selling
- Post-sales support
- Account management understanding
- Data analytics
- Cross-functional collaboration
- Excellent communication
- Adaptability and flexibility
- Goal setting and achievement
- Interpersonal skills
- Staff coaching and training
- Leadership development
Timeline
Customer Experience Manager, Returns
PartsSource Inc.
07.2024 - Current
Customer Experience Team Lead
PartsSource Inc
06.2020 - 07.2024
National Inside Sales Representative
Partssource
10.2017 - 06.2020
Customer Service Representative
PartsSource Inc
08.2016 - 10.2017
Purchasing Administrator
PartsSource
08.2016 - 10.2017
Point of Sale Associate
Kohl's
12.2013 - 04.2015
Bachelor of Science - Psychology
Kent State University
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