Kelly Hayes
Hebron,ME
Summary
Results-driven customer service professional with a proven track record of delivering exceptional experiences to diverse clientele. Skilled in building strong relationships and providing personalized solutions to meet customer needs. Adept at resolving issues promptly and efficiently, while maintaining a positive and professional demeanor. Committed to exceeding expectations and contributing to the overall success of the organization.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
FirstLight Fiber
Norway, ME
10.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Business Owner
Serenity Place Store
South Paris, ME
09.2017 - 12.2022
- Promote products, services, or programs
- Provide notifications to customers or patrons
- Educating customers on wellness products
- Respond to customer problems or complaints
- Execute sales or other financial transactions
- Collect deposits, payments or fees
- Calculate costs of goods or services
- Refer customers to appropriate personnel
- Maintain financial or account records
- Discuss goods or services information with customers or patrons
Patient Service Representative
MaineHealth
Norway, ME
10.2020 - 02.2021
- Greet and assist patients and visitors in a friendly and professional manner
- Register new patients and update existing patient information in the hospital's electronic system
- Schedule appointments and coordinate with other departments to ensure smooth patient flow
- Answer phone calls and address inquiries or direct them to the appropriate department
- Verify insurance coverage and collect necessary co-pays or payments from patients
- Provide information about hospital services, policies, and procedures to patients and their families
- Maintain patient confidentiality and adhere to HIPAA regulations at all times
- Collaborate with healthcare providers and other staff members to ensure excellent patient care
- Handle patient complaints or concerns, escalating them to the appropriate supervisor if necessary
CEO/Owner
Green Team Distribution
South Paris, ME
09.2010 - 09.2015
- Monitor inventories of products or materials
- Managing B2B accounts for over 500+ companies
- Analyze data to inform operational decisions or activities
- Analyze forecasting data to improve business decisions
- Document organizational or operational procedures
- Develop emergency response plans or procedures
- Resolve customer complaints or problems
- Purchase materials, equipment, or other resources
- Inspect condition or functioning of facilities or equipment
- Develop safety standards, policies, or procedures
- Supervise employees
- Marketing specialist, with a successful track record uncovering and marketing to the needs of parents
- Weave a seamless interface between Facebook, and Twitter marketing strategies, coupled with an aggressive
CEO
DiaperShops.com
South Paris, ME
09.2004 - 09.2010
- Develop organizational policies or programs
- Develop organizational goals or objectives
- Direct organizational operations, projects, or services
- Provide basic information to guests, visitors, or clients
- Direct financial operations
- Monitor performance of organizational members or partners
- Prepare staff schedules or work assignments
- Determine pricing or monetary policies
- Analyze financial records to improve efficiency
- Analyze data to inform operational decisions or activities
Education
Liberal Arts And Sciences
University of Southern Maine
Portland, MEAssociate's degree - Horticulture
Southern Maine Community College
South Portland, ME10.1995
Skills
- Business Development
- Financial Report Writing
- Pricing
- Strategic Planning
- Forecasting
- Data Analysis
- Budgeting
- CRM Software
- Profit & Loss
- Financial Analysis
- Account Reconciliation
- Project Management
- Blogging
- Bank Reconciliation
- Accounts Payable
- Business Analysis
- Accounts Receivable
- Journal Entries
- Epic
- Office Management
- Horticulture
- Typing
- Sales
- Customer service
- Retail sales
- Negotiation
- Bookkeeping
- Inventory control
- Financial Statement Preparation
Timeline
Customer Service Representative
FirstLight Fiber
10.2024 - Current
Patient Service Representative
MaineHealth
10.2020 - 02.2021
Business Owner
Serenity Place Store
09.2017 - 12.2022
CEO/Owner
Green Team Distribution
09.2010 - 09.2015
CEO
DiaperShops.com
09.2004 - 09.2010
Liberal Arts And Sciences
University of Southern Maine
Associate's degree - Horticulture
Southern Maine Community College