Heidi L. Hales-Walker

• Increased sales by offering advice on purchases and promoting additional products.
• Trained and mentored new sales representatives.
• Retained excellent client satisfaction ratings through outstanding service delivery.
• Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
• Collaborated with cross-functional teams to identify and address customer needs.
• Developed and implemented sales strategies to increase profits.
• Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.

• Worked closely with clients to understand unique needs and meet specific travel desires.
• Organized trips for individual, family and business travelers.
• Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
• Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
• Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
• Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.

• Assisted buyers with finding ideal homes by assessing needs, requirements, and budgets.
• Developed and implemented strategic marketing plans to increase potential for selling properties and generate more leads.
• Reviewed market research data and changed sales plans accordingly.
• Developed and maintained relationships with clients through networking, postcards, and cold calling.
• Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.

Collaborated with upper management to implement continuous improvements and exceed team goals.

• Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
• Managed revenue models, process flows, operations support and customer engagement strategies.
• Built relationships with customers and community to establish long-term business growth.
• Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
• Achieved established KPI for company, team and individual performance through teamwork and focus on customers.
• Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.

• Customer Service, Claims Adjusting, Auditing and Underwriting
• Followed established auditing processes to meet internal and regulatory requirements.
• Planned audits and audit activities to allocate necessary resources and determine consistency of plans with audit objectives.
• Administered auditing program to address risks and evaluate compliance with regulatory requirements.
• Adapted plans and schedules to meet changing priorities of work objectives, resources and workload demands.
• Assessed internal control risks of network through information system audits.
• Built strong relationships with lenders, brokers and clients for constructive communications.

• Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
• Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
• Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
• Formulated policies and procedures to streamline operations.
• Analyzed market trends and competitor activities to create competitive advantages.
• Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
• Trained and guided team members to maintain high productivity and performance metrics.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.