Summary
Overview
Work History
Education
Skills
Timeline
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Hayley Allen

Dallas,TX

Summary

I am a results-oriented Information Support Specialist with a deep passion for technology. With a strong track record in IT and customer support, I excel at providing technical support, implementing innovative solutions, and ensuring the smooth operation of critical processes. My commitment to staying updated with emerging technologies, coupled with my strong problem-solving skills and effective communication, consistently yields exceptional results in both IT and customer-oriented environments.

Overview

11
11
years of professional experience

Work History

Solution Specialist I

Concentra
08.2022 - Current
  • Incident Handling: Proficiently collect, log, follow up, and close support incidents, ensuring accurate information and timely resolutions. Escalate unresolved issues when necessary.
  • Performance Goals: Consistently meet set availability and documentation quality goals for support incidents throughout their life cycle.
  • Knowledgebase Contribution: Actively contribute to and utilize the support Knowledgebase to enhance team efficiency.
  • Collaborative Approach: Collaborate with colleagues to support Concentra's mission, fostering a positive workplace environment.
  • Security Monitoring: Vigilantly monitor and report any security violations related to unauthorized access to corporate data.
  • Adaptability: Flexible in handling evolving duties and responsibilities, adapting to changing requirements.

Claims Adjuster

State Farm Mutual Automobile Insurance Company
09.2019 - 07.2020
  • Auto Insurance Claims Management: Managed and investigated auto insurance claims, assessing damages, negotiating settlements, and collaborating with experts for prompt resolutions.

Field Support Team Lead

CROSSMARK
08.2018 - 09.2019
  • Call Management: Oversaw outbound calls for RR Compliance guidance and managed incoming calls within a call center environment. Provided precise answers to inquiries covering sales plans, voicemail, SalesTrak, package tracking, RR procedures, and RR training.
  • Order Processing: Efficiently handled inventory item requests, ensuring accuracy.
  • Documentation and Reporting: Maintained meticulous call records in the CRM database and SalesTrak. Timely completion of various reports and tasks.
  • Client Services Collaboration: Worked closely with Client Services to resolve sales plan inquiries and handle special situations. Ensured quality control for sales plans by communicating issues.
  • Field Expertise: Gained comprehensive knowledge of retail store call procedures through occasional fieldwork, acquiring proficiency in RR procedures, store operations, product knowledge, and client information.
  • Interviewing and Training: Conducted candidate interviews and played a key role in Field Support Agent training, ensuring a skilled workforce.
  • Team Management: Managed Field Support Agents' availability for calls, monitored breaks, and addressed escalated call issues.
  • Execution Support: Assisted ROC Managers with daily compliance and execution tasks, ensuring smooth operations.

Assistant Store Manager

Planet Tan
12.2017 - 08.2018
  • Employee Management: Recruited, selected, and oriented store staff. Maintained the team's stability and reputation by complying with all legal requirements.
  • Sales Achievement: Met sales goals and performance criteria through employee training, motivation, mentoring, and feedback. This included coaching, counseling, and disciplinary actions when necessary.
  • Operational Excellence: Completed company operational requirements by scheduling and assigning employees, then following up on their work results. Achieved financial objectives by effectively monitoring controllable expenses like labor, cost of sales, and other expenses.
  • Store Maintenance: Managed and assigned tasks to ensure the store was clean, well-stocked, organized, and customer-ready.
  • Customer Engagement: Established rapport with customers, fostering loyalty and long-term relationships.
  • Team Building: Created a positive, motivating, team-based environment among the staff.
  • Issue Resolution: Investigated and resolved customer concerns in a timely and professional manner.
  • Financial Analysis: Analyzed daily sales and expense data, performing financial analysis to maximize sales and net profits.
  • Financial Responsibility: Safeguarded and accounted for all money received, fulfilling banking requirements.

Sales Consultant

Hyundai Motor America
01.2017 - 06.2017
  • Vehicle Expertise: Studied vehicle characteristics, compared models, and inspected vehicles.
  • Customer Engagement: Developed buyers by maintaining rapport with previous customers, understanding their needs, and suggesting trade-ins. Engaged with prospects, explained vehicle features, and closed sales with negotiations.
  • Sales Support: Provided sales management information, updated knowledge, and enhanced dealership reputation. Addressed customer issues for quick resolution and satisfaction.


Home Health Aide

ResCare
05.2016 - 07.2016
  • Patient Care: Monitored patient condition, observing physical and mental well-being, intake, output, and exercise.
  • Support Services: Provided essential support to patients through housekeeping, laundry, meal preparation, errands, and personal care.
  • Patient Independence: Assisted patients in activities like bathing, dressing, grooming, and taught self-care techniques, including the use of mobility aids and special utensils.
  • Family Guidance: Educated family members on proper patient care techniques, including lifting, turning, re-positioning, nutrition, cleanliness, and housekeeping.
  • Documentation and Safety: Maintained patient journals, reported changes to nursing supervisors, and ensured a safe and secure patient environment in adherence to standards.
  • Continuous Learning: Kept updated job knowledge by participating in educational opportunities.
  • Compliance and Reputation: Adhered to professional standards, home care policies, and regulatory requirements, enhancing the agency's reputation by embracing new challenges and opportunities to add value to the role.

Men's Department Supervisor /Visual Merchandising Manager

Kohl's
07.2012 - 01.2015
  • Store Presentation: Analyzed store traffic flow and display points. Assembled and removed visual displays, communicated with the marketing team for proper ticketing and signage, and planned floor and merchandise layout.
  • Product Presentation: Created eye-catching product displays and store layouts, including window and internal product displays. Sourced display components and styled mannequins for maximum in-store presentation.
  • Team Leadership: Led and motivated teams to meet tight display deadlines. Trained both merchandising and sales staff on effective product display and sales techniques.
  • Sales Strategies: Worked with cross-functional teams, including buying, design, and marketing, to create design themes, floor layouts, and sales strategies. Identified current and future trends to maximize consumer appeal.
  • Management and Oversight: Managed retail staff, met financial objectives, maintained inventory, and ensured compliance with quality, customer service, and safety standards. Maintained cleanliness, oversaw staff schedules, and handled customer questions and complaints.
  • Financial Analysis: Analyzed operating and financial statements to optimize profitability ratios and ensure accurate pricing.
  • Team Collaboration: Collaborated with business managers, sales managers, and retail managers to discuss sales strategies and execution.
  • Continual Improvement: Updated job knowledge by participating in educational opportunities, enhancing the store's reputation by embracing new requests and adding value to job accomplishments.

Education

Associate of Science - Biological And Physical Sciences

Collin College
Plano
05.2014

Skills

  • Marketing - 1 year
  • B2B Client Engagement - 1 year
  • Sales - 2 years
  • Desktop Support - 2 years
  • Live Chat - 2 years
  • Customer Service - 8 years
  • Bomgar - 2 years
  • Quality Assurance - 2 years
  • Financial Report Interpretation - 1 year
  • Employee Evaluation - 2 years
  • Relationship Management - 3 years
  • Microsoft Office - 3 years

Timeline

Solution Specialist I

Concentra
08.2022 - Current

Claims Adjuster

State Farm Mutual Automobile Insurance Company
09.2019 - 07.2020

Field Support Team Lead

CROSSMARK
08.2018 - 09.2019

Assistant Store Manager

Planet Tan
12.2017 - 08.2018

Sales Consultant

Hyundai Motor America
01.2017 - 06.2017

Home Health Aide

ResCare
05.2016 - 07.2016

Men's Department Supervisor /Visual Merchandising Manager

Kohl's
07.2012 - 01.2015

Associate of Science - Biological And Physical Sciences

Collin College

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Hayley Allen