Haley Lyon
Indianapolis,IN
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
10
10
years of professional experience
Work History
Key Account Manager
Guest Supply
Remote, IN
11.2022 - Current
- Contracting
- Sales
- Invoicing
- Responsible for maintaining and identifying new sales opportunities within prospective and existing accounts. Make sales calls and presentations to develop and maintain a solid customer relationship to increase sales and category penetration.
- Target new prospects and market growth opportunities.
- Continuously manage assigned accounts and take corrective action, as needed, to maintain and improve the overall customer experience.
- Regularly consult with assigned accounts as appropriate, including new products and services, company changes, holiday schedules, product pricing or information changes and new opportunities.
- Work with Accounts Receivable to ensure customers pay invoices within agreed upon terms.
- Regularly interact and communicate with various internal departments to provide vital information that may be necessary for servicing the customer.
- Assist in the set-up of new accounts, including Customer Account Application , customer order guides, pricing, order schedules, files, etc. Coordinate with other departments as appropriate to meet or exceed customer expectations.
- Accurately forecast sales results and trends for a specific territory, group of accounts, etc.
Customer Service Representative
Guest Supply
Remote, IN
09.2020 - Current
- Answering customer phone calls
- Responding to inquiries and problem resolution
- Receive and place orders via fax, phone, and email
- Research shipping and billing issues
- Providing Sales Support to our Territory Managers and customers
- Communicating with various departments within our organization
- Order/Data Entry
- Ability to type 35wpm
- Other clerical and administrative tasks as assigned
Customer Service Lead
EmployBridge
Remote, Indiana
06.2018 - 09.2020
- Implemented company processes to effectively resolve customer service issues.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Reduced call-time of inbound calls by recognizing and resolving systematic inefficiencies.
- Forecasted representative requirements and expected demand levels.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Customer Service Representative
EmployBridge
Remote, IN
09.2017 - 06.2018
- Answer inbound/multi-line phone and/or making outbound calls
- Using computers to access and update data
- Assist customer with inquiries, requests, or concerns
- Maintain knowledge of job openings and resume assistance.
- Demonstrate effective decision making and communication skills
- Assist Supervisors with daily tasks
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
Guest Experience Specialist
Marriott
Indianapolis, IN
04.2014 - 09.2017
- Greeted guests at front desk, by name when possible, warmly offered assistance and went extra mile to answer questions or resolve issues beyond guest expectations.
- Reviewed hotel reservations at beginning of shift, coordinated fulfillment of special guest requests, prepared room keys and collaborated with other departments to fully satisfy customers.
- Welcomed large volume of guests and improved overall customer service.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Responded to inquiries and room requests made online, by phone and via email.
- Drafted professional business documents, spreadsheets and correspondence.
Education
High School Diploma -
Bloomington High School North
Bloomington, IN05-2007
Skills
- Appointment Scheduling
- Data Collection
- Inbound and Outbound Calling
- Data Entry
- Researching
- Coordination
- Courteous demeanor
- Receiving support
- Sales expertise
- Client Relations
- Clerical Support
- Problem Resolution
- Active Listening
- Customer Relationship Management (CRM)
- Multi-Task Management
- Creative Problem Solving
- Critical Thinking
- Conflict Resolution
- Technical Support
- Customer Service
Timeline
Key Account Manager
Guest Supply
11.2022 - Current
Customer Service Representative
Guest Supply
09.2020 - Current
Customer Service Lead
EmployBridge
06.2018 - 09.2020
Customer Service Representative
EmployBridge
09.2017 - 06.2018
Guest Experience Specialist
Marriott
04.2014 - 09.2017
High School Diploma -
Bloomington High School North
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