Kelli Hayes
Moses Lake,WA
Summary
Dedicated customer service/sales professional successful at transforming unhappy individuals into long-term customers by leveraging industry knowledge and exceptional service skills. Bringing top-notch sales, customer service, operational and leadership abilities along with strong computer skills and regulatory understanding. Centered on building customer satisfaction and loyalty with high-quality support.
Overview
20
20
years of professional experience
Work History
Client Relations Specialist
Elite Food Safety Training
Naperville, IL
12.2022 - 10.2023
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Utilized Hubspot CRM to keep track of all contacts.
- Forged and nurtured impactful relationships with customers to cultivate loyalty.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Contributed subject matter expertise to monthly staff meetings, recommending process improvements for entire department.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Cold-called 70-100 potential prospects daily.
- Followed up on leads through phone and email.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided detailed information on services through phone and email.
- Worked with prospects to come to a solution that best suited their needs even if it was out of ordinary services.
Destination Guide
Xplorie
05.2021 - 12.2022
- Built personal relationships with guests to promote positive experiences.
- Communicated professionally with customers, answering questions and addressing concerns to boost satisfaction.
- Answered questions, pointed out important features and offered further details about special exhibits to educate visitors.
- Shared historical and cultural context to keep guests informed and provide a more profound understanding of area.
- Provided information on various sites throughout area, relaying little-known stories to provide interest.
- Collected and deposited payments from guests.
- Worked in a call-center environment.
- Handled both in-bound and out-bound calls.
- Upsold activities to guests based on their interests and the area.
Reservation Sales/Customer Service Representative
Hotel Planner
06.2019 - 05.2021
- Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
- Increased revenue with strategic upselling of products and services to existing customers.
- Promoted new products and services to existing customers, driving revenue growth and satisfaction.
- Handled customer inquiries and high volume calls to solve billing and ordering problems, independently resolving most issues.
- Determined customer needs and interests to recommend hotels and accomodations to customers.
- Searched and booked the best hotels for guests based on price and their individual needs.
- Worked in a call center environment.
- Handled back-to-back in-bound calls.
Customer Service Representative and QA Auditor
Accelerated Virtual Services
05.2015 - 06.2019
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Worked with guests both over the phone and on a switchboard operation system.
- Reviewed employee calls for accuracy and proficiency.
- Spoke with other employees about their call accuracy on a weekly basis.
- Listened to calls throughout the day while bouncing into queue for customer service.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Worked in a metric-based environment.
- Worked in a call center environment.
- Responded proactively and positively to rapid change.
Lead Generator
Leedom PR
05.2015 - 09.2017
- Reached out to prospective customers using email.
- Scheduled sales appointments to discuss products and services and to close qualified leads.
- Developed and maintained lasting customer relationships through quick turnaround and strong communication skills.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
- Developed extensive knowledge of products and services to better assist customers.
- Overcame objections using friendly, persuasive strategies.
- Collaborated with marketing teams to develop and execute promotional strategies.
- Educated customers on product and service benefits, explaining features and answering questions.
- Made average of 100-150 outbound and inbound emails per day.
Department Manager
Walmart Supercenter
08.2008 - 05.2015
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Communicated with managers of other departments to maintain transparency.
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
- Created and enforced department policies, procedures and standards to establish productivity and quality.
- Hired new staff for my department.
- Assisted throughout the store where needed.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Cashier
Arby's Restaurant
03.2004 - 08.2008
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Tallied cash drawer at beginning and end of each work shift.
- Performed cash, card and check transactions to complete customer purchases.
Education
Bachelor of Arts - Psychology
Southern New Hampshire University
Hooksett, NH09.2024
Associate of Arts - Arts And Sciences (DTA)
Big Bend Community College
Moses Lake, Washington08.2013
Skills
- Microsoft Word
- Managing Client Relations
- Computer Proficiency
- Credit Card Payment Processing
- Critical Thinking
- Multi-Line Phone Talent
Timeline
Client Relations Specialist
Elite Food Safety Training
12.2022 - 10.2023
Destination Guide
Xplorie
05.2021 - 12.2022
Reservation Sales/Customer Service Representative
Hotel Planner
06.2019 - 05.2021
Customer Service Representative and QA Auditor
Accelerated Virtual Services
05.2015 - 06.2019
Lead Generator
Leedom PR
05.2015 - 09.2017
Department Manager
Walmart Supercenter
08.2008 - 05.2015
Cashier
Arby's Restaurant
03.2004 - 08.2008
Bachelor of Arts - Psychology
Southern New Hampshire University
Associate of Arts - Arts And Sciences (DTA)
Big Bend Community College
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