Lori Lyons
Mesa,AZ
Summary
Highly self-motivated and results-driven sales professional with 7 years’ experience as a Personal Vacation Planner working with direct guests to plan, book and service their cruise vacations. Dedicated to protecting the Norwegian brand, philosophy and reputation through competent execution of job duties while complying with company and departmental policies and procedures with a proven track record of adherence. Detail-oriented, analytical and methodical with critical thinking to strategize solutions for guest while recognizing the importance of implementation of required recipe and scripts within all interactions with the guest to maximize potential to complete the sale. Driven to learn about and improve product knowledge to better serve the guest, increase performance, generate the highest possible revenue and exceed sales and service goals.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Inside Sales Representative
UPS
11.2021 - 09.2024
- Answered customers' questions regarding products, prices, and availability.
- Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
Personal Vacation Planner
NORWEGIAN CRUISE LINE
11.2014 - 11.2021
- Manage inbound sales calls from direct guest to assist guests with planning, booking and servicing cruise vacations
- Utilize multiple specialty computer programs to create and service cruise booking, air reservations, ground transportation and intercruise activities while maximizing the potential for opportunities to generate additional revenue
- Cultivate a positive guest experience through professional, knowledgeable efficient interactions with potential clients
- Create and maintain accurate records
- Participate in training, meetings and activities to constantly improve my performance
- Work toward team and individual goals with the expectation of achieving and exceeding them
Distribution Clerk
UNITED STATES POSTAL SERVICE
04.1995 - 11.2014
- Sorted, scanned, routed and distributed mail pieces to appropriate carrier for delivery to business, residential and post office box customers
Mail Carrier
UNITED STATES POSTAL SERVICE
04.1995 - 11.2014
- Sorted, routed, scanned and deliver mail to 700+ customers daily
- Operated Postal vehicle, POV, and bicycle
- Responded to customer inquiries and complaints
Dispatcher
UNITED STATES POSTAL SERVICE
04.1995 - 11.2014
- Sorted, scanned, examined, labeled and dispatched all classes of mail for transportation to sort facilities, shipping partners and airports
- Received inbound product from shipping partners for distribution and delivery
- Verified and managed invoices and reports
Payroll Clerk
UNITED STATES POSTAL SERVICE
04.1995 - 11.2014
- Processed physical and electronically recorded timekeeping information
- Analyzed work hours recorded in according with work schedules and transferred work hours into the proper operation
- Submitted data for employee pay and benefits processing
Retail Sales Associate
UNITED STATES POSTAL SERVICE
04.1995 - 11.2014
- Interacted with retail and business customers
- Facilitated weighing of letters and parcels; computed mailing costs based on type, weight, and destination
- Sold and collected payment for mail pieces, stamps, money orders
- Addressed and answered questions regarding mailing regulations and procedures, postage rates
- Responded to customer inquiries and complaints and made appropriate referrals for investigation
- Ensured money drawers were in order and recorded and balanced daily transactions
- Aided the public in complying with postal service, federal and international regulations
Address Management Specialist
UNITED STATES POSTAL SERVICE
04.1995 - 11.2014
- Interacted with customers, developers, contractors, city/county/state/federal agencies, and public shipping companies to plan, develop, improve and maintain efficient, safe, and cost-effective service to new and existing business and residential customers
- Created, maintained and updated schemes to assist in computerized and manual mail sortation
- Identified and corrected coding errors to accelerate delivery timeframes
Customer Service Manager
UNITED STATES POSTAL SERVICE
04.1995 - 11.2014
- Managed 120+ employees delivering postal services to more than 42,000 plus homes and businesses 6 days a week
- Created, implemented and reinforced postal, federal and international policies and procedures
- Developed budgets and control procedures focused on lean and cost cutting strategies
- Directed retail operations in the 4th highest volume facility in Arizona
- Provided extensive recordkeeping through written and computerized reports and applications
- Oversee process implementation, analysis, troubleshooting, regulatory compliance, and problem solving, supported POS hardware/software, and handled customer inquiries and complaints
- Managed cash, employee counseling, corrective action and discipline, data collection, and process quality control
Business Sales Specialist
UNITED STATES POSTAL SERVICE
04.1995 - 09.2014
- Oversaw revenue growth generation and provided exemplary customer service
- Assessed and identified business needs
- Conducted customer analysis to identify customer requirements and constraints
- Determined impact of products and services on customers, and identified which products, services, and features to promote to current and prospective customers
- Cultivated business partnerships and developed key customer relationships to maximize account profitability
- Ensured understanding of customers’ business and aligned account strategies in accordance with customers’ goals
- Created and developed strategies for effectively managing accounts
- Compiled, generated, and communicated sales and account activity reports
Education
General Studies -
ARIZONA STATE UNIVERSITY
Tempe, AA01.1985
Skills
- Strong Sales Closer
- Top Tier Performance
- Multitasker
- Detail Oriented
- Organized
- Clear and Articulate Phone manner
- Recipe Sales Script Compliant
- Policy and Procedure compliant
- Eager to learn
- Efficient Record Keeping
- MS Office
- Email/Webmail
- Web Research
- Social Network
- Seaweb
- Seaware
- Salesforce
- Totalview
- NCLcom
Certification
- OSHA certified
- Powerlifting training and instruction certified
- Six Sigma Training
- DMAIC project methodology training
- Tom Hopkins Official guide to success seminar
Affiliations
- Chandler Christian Community Center, Volunteer
- St. Francis Youth Outreach, Volunteer Event Coordinator
Timeline
Inside Sales Representative
UPS
11.2021 - 09.2024
Personal Vacation Planner
NORWEGIAN CRUISE LINE
11.2014 - 11.2021
Distribution Clerk
UNITED STATES POSTAL SERVICE
04.1995 - 11.2014
Mail Carrier
UNITED STATES POSTAL SERVICE
04.1995 - 11.2014
Dispatcher
UNITED STATES POSTAL SERVICE
04.1995 - 11.2014
Payroll Clerk
UNITED STATES POSTAL SERVICE
04.1995 - 11.2014
Retail Sales Associate
UNITED STATES POSTAL SERVICE
04.1995 - 11.2014
Address Management Specialist
UNITED STATES POSTAL SERVICE
04.1995 - 11.2014
Business Sales Specialist
UNITED STATES POSTAL SERVICE
04.1995 - 09.2014
Customer Service Manager
UNITED STATES POSTAL SERVICE
04.1995 - 11.2014
General Studies -
ARIZONA STATE UNIVERSITY
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