Hayley O'Sullivan

Since I have been at Midco I have been making outbound and taking inbound calls to city public works departments and utility companies to offer and provide proposals for their tank maintenance needs including cleaning, inspections, and repairs. After accommodating any contract requests I complete all the dispatching for the dive teams that will do the work and communicate with the scheduling department to ensure we meet their needs and expectations. I will go over the reports once the work is completed and make recommendations to the utility, often resulting in another proposal. Some skills this has required are:

• Positive customer support and service with a can do attitude
• Multitasking through many applications and programs at the same time on four screens
• Monday.com, Allworx, All Microsoft programs, Teams, ect.
• Self-starting and independent learning to use the programs and create the contracts for the clients
• Interpersonal skills working with many different departments and adapting to different procedures and regular changes
• Meeting and exceeding sales goals and call quotas

While I was working for National Debt Relief I evaluated people for different debt relief options, recommended their options based on a financial assessment I did with them, and then completed all required forms and collected all pertinent documents to sign them up for financial success going forward. Since this was a work from home job it required me to be organized and driven to accomplish tasks independently throughout the day. This was a mixture of sales and customer service. The main responsibilities were:

• Taking phone calls/ making outbound calls to clients who have enquired about debt relief
• Following up with clients via email or phone call -Managing many files throughout the day and completing tasks in a timely manner
• Keeping motivated and working with many programs throughout the day.
• Utilizing various programs including Salesforce, Twilio, and Microsoft experience, Teams, ect.

I had been with my previous employer, Visionworks since early 2007. In my years at Visionworks I had worked as Lead Doctors Tech, Retail Supervisor, Lab Manager, and General Manager.

As Retail Supervisor and General Manager the responsibilities ranged from:

• Greeting and directing all customers to resolve their needs
• Sales of eye wear using thorough communication with patients to drill down what products will benefit them the most and connect benefits to patients lifestyle
• Ordering the supplies for the store, and processing all monthly paperwork
• Organizing regular training with associates for any new products or procedures that arise
• Weekly coaching with all associates to target areas of opportunity and find ways to improve our approach with our customers in a positive manner
• Building repoire with customers and keeping a positive attitude
• Assisting other employees with problems or questions they may have and working together on self-evaluation and training
• Staying focused on sales goals, not only for self but for store, and evaluating the numbers for plans on improving lacking areas
• Finding ways to resolve problems for upset customers to renew their faith in us and loyalty to us
• Constantly striving for excellence in communication and building relationships with patients and coworkers!

The responsibilities as the lead Dr.'s Tech range from:

• Running all machines for all pretesting
• Managing and training all other techs
• Keeping everything stocked properly for the Dr. (all ordering of supplies, meds, etc.)
• Verifying Insurance benefits and filing claims to insurances
• Troubleshooting and rectifying any rejected insurance claims
• Greeting and retrieving needed information/ history from patients
• Finding solutions to communication issues and other problems that arise in the office, and most importantly keeping the Doctor happy!

As Lab Manager my responsibilities ranged from:

• Organizing and checking the status of jobs daily
• Communicating quickly and efficiently with our specials lab on special requests such as multiple coating options, specific base curves for certain frames, and ETA or Rush inquiries
• Blocking and edging all lenses quickly when they come in
• Final inspecting all jobs for visual quality, to make sure they are within tolerances, and there is no unwanted prism from incorrect PD or OC heights
• All lab ordering
• Coaching retail associates on mistakes that have been made and how to prevent them such as poor frame selection, improper lens selection, and communication errors with customers that result in remakes
• Assisting with difficult adjustments and troubleshooting visual discomforts to find solutions to make the customer happy while trying to avoid unnecessary remakes.

2009-2011

General Education

• ABO & NCLE certified
• AZ state Licensed Optician