Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

Hayley Burns

Newark,DE

Summary

Diligent customer service leader skilled at turning dissatisfied customers into loyal business advocates through skilled care and attention to needs. Offering expertise in sales, administration and team leadership focused on strengthening customer ties while maintaining quality, compliance and service standards. Technologically-savvy and forward-thinking.

Overview

10
10
years of professional experience

Work History

Office Manager /Senior Customer Relationships Officer

Leading Edge Fence & Gates
Newark, DE
01.2017 - Current
  • Answered phone calls, responded to emails, routed mail and coordinated courier services.Responded to customer inquiries via phone or email in a professional manner.
  • Coordinated meetings, conferences, travel arrangements and department activities.
  • Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
  • Reviewed contracts for accuracy prior to signing off on behalf of the company.
  • Organized company events including holiday parties, team building activities .
  • Provided training to new hires on office policies and procedures.
  • Developed and implemented office policies and procedures.
  • Maintained filing system for records, correspondence and other documents.
  • Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
  • Provided administrative support to management team including preparing reports and presentations.
  • Assisted in recruiting, onboarding and training new employees.
  • Developed effective communication strategies between departments within the organization.
  • Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
  • Maintained confidential records relating to personnel matters.
  • Elevated customer satisfaction ratings by promptly resolving client and case issues.
  • Monitored payments due from clients and promptly contacted clients with past due payments.
  • Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
  • Coded and entered daily invoices with in-house accounting software.
  • Automated office operations for managing client correspondence, payment schedules and data communications.
  • Managed office inventory and placed new supply orders.
  • Coordinated office activities and operations to secure efficiency and compliance with company policies.
  • Interpreted and communicated work procedures and company policies to staff.
  • Administered payroll and maintained proper documentation of employee personnel.
  • Used judgment and initiative in handling confidential matters and requests.
  • Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
  • Reviewed files and records to obtain information and respond to requests.
  • Managed, scheduled and coordinated office functions and activities for employees.
  • Sustained office efficiency by implementing and planning office systems, equipment procurement and layouts.
  • Implemented and maintained company protocols to facilitate smooth daily activities.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Created and managed budgets for travel, training, and team-building activities.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Assisted sales team members in responding quickly to leads generated by marketing campaigns.
  • Analyzed customer feedback surveys and identified areas of improvement in customer service delivery.
  • Answered phone calls, responded to emails, routed mail and coordinated courier services.
  • Supervised staff members, organized schedules and delegated tasks.

Server

Long Horn Steak House
Bear, DE
01.2015 - 12.2016
  • Prepared tables for meals by setting up items such as linens, silverware, and glassware.
  • Assisted other team members with side work tasks such as restocking condiments and refilling water glasses.
  • Promoted additional menu items or specialty drinks through suggestive selling techniques.
  • Took orders from customers accurately and delivered to kitchen staff promptly.
  • Performed opening and closing duties such as counting money in register drawers or restocking supplies.
  • Communicated effectively with kitchen staff regarding order details, special requests, allergies.
  • Maintained cleanliness of the dining area throughout shift including wiping down tables, chairs, menus.
  • Followed proper cash handling procedures when accepting payments from customers.
  • Accurately calculated checks using POS system; processed payment transactions quickly and efficiently.
  • Brought food and beverages to the table in a timely manner.
  • Demonstrated knowledge of menu items by providing detailed descriptions upon request.
  • Checked on customers during their meal to ensure they were satisfied with their dining experience.
  • Provided excellent customer service by anticipating needs, responding promptly to requests, and following up to ensure satisfaction.
  • Adhered to all health department standards while preparing food items according to company recipes and specifications.
  • Attended regular team meetings for updates on new menu items or promotions.
  • Resolved customer complaints in a professional manner while adhering to company policies and procedures.
  • Provided exceptional service to high volume of daily customers.
  • Took food and beverage orders accurately, ensuring special dietary needs were met.
  • Implemented upselling techniques to promote specials and premium dishes, increasing sales.
  • Managed multiple tables simultaneously while maintaining high standards of customer service.
  • Addressed and resolved customer complaints with a positive attitude, ensuring guest satisfaction.

Education

High School Diploma -

Appoquinimink High School
Middletown, DE
05-2011

Skills

  • Customer Service
  • Team Supervision
  • Policy Development
  • Bookkeeping
  • Data Entry
  • Supply Management
  • Staff hiring
  • Administrative Support
  • Office Management
  • Billing
  • Scheduling and calendar management
  • Performance Improvement
  • Mail handling
  • Workflow Optimization
  • Credit and collections
  • Human Resources
  • Policy Implementation
  • Document Management
  • Relationship Building
  • Event Coordination
  • Meeting planning
  • Organizational Skills
  • Customer Relations
  • Conflict Management
  • Scheduling

Affiliations

  • Equestrian for more than 15 years! Competing in local competitions as well as enjoying local trails.
  • I love to play video games when I get the chance. The Sims is one of my long time favorites as well as Planet Zoo.
  • I have two beautiful rescue dogs that are my fur babies. We go to parks and play dates all the time!
  • I enjoy meditation and strive to become a better human everyday.

References

References available upon request.

Timeline

Office Manager /Senior Customer Relationships Officer

Leading Edge Fence & Gates
01.2017 - Current

Server

Long Horn Steak House
01.2015 - 12.2016

High School Diploma -

Appoquinimink High School

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Hayley Burns