Summary
Overview
Work History
Education
Skills
Timeline
Generic

Haylee Pahle

Silverton,OR

Summary

Experienced manager with 7 years’ experience in leadership roles. Focused on making various job aids and games to assist agents in meeting their professional goals. Among the top three teams for absenteeism for 5 months in a row. Seven years of call center experience, always among the top ten percent of performers.

Overview

9
9
years of professional experience

Work History

Consumer Outreach Sales Agent

Royal Caribbean Cruise Line
10.2017 - 08.2019
  • Consumer Outreach Agents are responsible for booking guests vacations on one of our ships. There are 26 ships in the fleet and we are expected to know all the features and amenities for them so that we can be the Brand Experts and match guests with the correct ship for their needs and wants.
  • Advised guests on ships and destinations.
  • Kept records of each sale.
  • Designed job aids to assist with making sure we were following appropriate and approved processes.
  • Understand and be accountable to internal ethical guidelines to ensure that all sales are made with integrity.
  • Built rapport with guests so I could make appropriate recommendations for their family.
  • Assisted in resolving complaints by offering personalized solutions to enhance customer satisfaction.
  • Utilized CRM software to track leads and manage client interactions effectively.
  • Attended training sessions to stay updated on product offerings and industry trends.
  • Built rapport with clients, fostering long-term relationships that encouraged repeat business.
  • Explained features and advantages of [Type] products or services to promote sales.

Team Manager

Sykes Enterprises
01.2014 - 10.2017
  • As a team manager for Sykes I felt like my most important responsibility was to inspire my team to rise to the highest level they were capable of achieving, so that as a team we would meet all performance goals. We worked for AT&T Mobility as both Sales and Service and then later as Retentions.
  • Kept trusted advisors accountable for attendance and work standards.
  • Prioritized complicated and emergent tasks.
  • Interviewed perspective employees.
  • Found out of the box solutions for customers and agents with difficult situations.
  • Taught agents the most effective way to communicate and offer products and services.
  • Offered new and meaningful products to existing customers.
  • Worked closely with team managers to create coaching plans, follow up and set goals for team.
  • Analyzed team performance metrics to identify trends and drive continuous improvement initiatives.
  • Oversaw daily operations, ensuring adherence to established procedures while optimizing resource allocation.
  • Facilitated regular team meetings to align objectives, share feedback, and promote an inclusive work environment.
  • Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.

Accounts Receivable Specialist

MedExpress
02.2012 - 02.2013
  • Accounts Receivable Specialists were responsible for maintaining patient accounts to ensure prompt and accurate payments. This might involve making phone calls, using dedicated websites and writing letters to ensure payment.
  • Operated several different software programs in order to service patient accounts.
  • Corresponded with Medicare, Medicaid and private insurers to fix the billing for accounts to ensure payment.

Customer Service Associate

Enterprise Holdings
02.2011 - 01.2012
  • A Customer Service Associate's primary responsibility is to answer inbound calls from customers looking for quotes and to book reservations for National Car Rentals, Alamo Car Rentals and Enterprise Car Rentals.
  • Accepted credit card payments for auto rentals.
  • Effectively worked with a diverse and multicultural customer base.
  • Helped to resolve customer's transportation issues.

Education

Associate of Science - Criminal Justice

Pioneer Pacific College
OR
06-2004

Skills

  • Client relations
  • Customer assistance
  • Sales training
  • Technical support
  • Resilience under pressure
  • Networking
  • Adaptability to change
  • Objection handling
  • Key relationship management
  • Building rapport
  • Meeting facilitation

Timeline

Consumer Outreach Sales Agent

Royal Caribbean Cruise Line
10.2017 - 08.2019

Team Manager

Sykes Enterprises
01.2014 - 10.2017

Accounts Receivable Specialist

MedExpress
02.2012 - 02.2013

Customer Service Associate

Enterprise Holdings
02.2011 - 01.2012

Associate of Science - Criminal Justice

Pioneer Pacific College

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