Mike Bailey
Orlando,FL
Summary
Motivated and results-oriented professional with a diverse background in customer service, account management, sales, and logistics. Known for consistently exceeding targets and delivering exceptional customer experiences. Possesses a strong ability to build and maintain client relationships, while leveraging keen problem-solving skills to drive business growth. Demonstrates a proven track record of success in identifying opportunities, negotiating deals, and managing complex logistics operations. Adaptable and resourceful, with a passion for delivering innovative solutions and contributing to team success. A proactive and collaborative individual who thrives in fast-paced environments and is committed to achieving excellence.
Overview
12
12
years of professional experience
Work History
Logistics Manager
First Star Logistics, LLC
Cincinnati, OH
02.2022 - Current
- Managed selling, closing and maintaining of all customer accounts
- Maintained 95% accuracy of on time deliveries and provided solutions when issues arose
- Managed myself A-Z through selling, managing, paperwork and marketing
- Cold calling prospective businesses to drive my sales pipeline
- Created and enforced policies and procedures for entire logistics team.
- Maintained high standards of internal and external customer service.
- Implemented ordering, tracking and billing systems and associated processes to streamline procedures.
- Managed paperwork and necessary information required for client shipments.
- Dispatched information to service providers to schedule freight movement.
- Prioritized work based on business demands and freight delivery times.
- Relayed information between drivers and recipients regarding ETA and potential delays.
- Evaluated problematic conditions to resolve issues and optimize service levels.
- Logged, processed and followed up on merchandise authorization shipments in databases.
- Evaluated incoming pick-up and delivery requests to determine driver assignments.
- Determined response to effectively deal with emergencies, accidents and breakdowns.
- Maintained and updated systems to drive communication with internal and external customers.
- Developed action plans with driving personnel to reduce service failure.
- Fielded customer questions about products, services and delivery times.
- Fostered and supported business relationships with company buyers.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Listened to customer needs to identify and recommend best products and services.
- Identified customer needs by asking questions and advising on best solutions.
- Produced sales documents, finalized deals and filed records.
- Executed partner visits to establish relationships and build rapport
- Self-motivated to build my book of business to drive growth
Sales Development Representative
VaxCare
Orlando, FL
08.2021 - 02.2022
- Generated new prospects and nurtured existing prospects through outbound phone calls and emails.
- Documented outreach calls and follow-up contacts in CRM system to establish record of interactions.
- Called on key decision-makers using phone, email and social touches to bring on new business.
- Maintained communication with account executives to facilitate development of sales opportunities.
- Collaborated and supported sales team to build sales pipeline.
- Leveraged CRM to maintain activity, contact and account information of customers and prospects.
- Executed cold calls, social media and other digital strategies to acquire customers.
- Conducted discovery with prospects to evaluate pain points.
- Set appointments to present solutions to prospective customers.
- Communicated prospect needs and account details to prepare team for scheduled introduction meeting.
- Responded to and qualified inquiries to introduce products and services.
- Identified emerging business opportunities and conducted initial outreach calls to establish contact with potential clients.
- Researched potential prospects online to produce qualified call lists for sales colleagues.
Territory Account Manager
VaxCare
Orlando, FL
06.2020 - 08.2021
- Managed expenses and time to maximize productivity.
- Tracked calls, results and submitted reports.
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Built and maintained productive relationships with customers and internal partners.
- Acted as main point of contact in matters relating to client concerns and needs.
- Developed successful customer relationships and quickly resolved service requests to increase sales.
- Renewed existing accounts by cementing trusting relationships with customers.
- De-escalated customer interactions by providing alternative tactics to solving problems and satisfying customer needs.
- Developed thorough understanding of products and service offerings to better upsell and cross-sell to clients.
- Kept accurate records pertaining to inventory and account notes, documenting any contract updates and renewals.
- Motivated and worked with onboarding team members to successfully integrate new employees into organization.
- Collaborated directly with marketing team to refocus client outreach, increasing qualified inbound account leads.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Identified customer needs by asking questions and advising on best solutions.
- Produced sales documents, finalized deals and filed records.
- Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits.
Customer Success Specialist
VaxCare Corporation
Orlando, FL
03.2020 - 06.2020
- Knowledge and good understanding of Salesforce CRM
- Ability to exercise appropriate judgment, reasoning and decision-making
- Ability to multi-task while maintaining careful attention to detail
- Ability to work with a sense of urgency to meet deadlines and address competing priorities
- Proficient skills with Microsoft Office software including Word, Excel, PowerPoint and Outlook
- Effective written, listening and verbal communication skills including the ability to communicate technical information to nontechnical personnel
- Effective written, listening and verbal communication skills
- Effective problem solving and organization
- Ability to act with professionalism and diplomacy when communicating with a client
- Effective problem solving and organizational skills
- Build solid client relationships
- Work internally, across departments, to deliver compelling solutions for our clients
- High degree of personal accountability and integrity
- Self-motivated, ability to work independently
- Deep client empathy
- Strong team player, having demonstrated ability to seek solutions and to solve problems
- Excels at developing relationships
- Thrives in a multi-tasking environment and can prioritize tasks depending on needs
- Eager to learn and implement knowledge
- Accepts coaching as a way to continually improve skills
- Respond to client inquiries regarding product functionality or system issues; gather pertinent details from customer to properly assess and respond with action plan/resolution
- Work directly with clients to troubleshoot, research, and resolve questions and issues within our products; collaborate with other associates and resources required to resolve issues
- Document all communication and maintain accurate and up-to-date status of all triage actions performed within Salesforce/teams
- Effectively manage and prioritize client issues; identify and escalate critical issues, as necessary
- Excellent analytical, problem solving, time management, and multi-tasking skills
- Ability to deliver quality results in a fast-paced environment
Veterinary Technician
Shaffer Animal Hospital
Oviedo, FL
08.2018 - 02.2020
- Prepared and administered medications and vaccines as prescribed by veterinarian.
- Restrained and stabilized animals during examination and treatment to prevent injuries.
- Cared for animals in post-operative recovery by closely monitoring vital signs and progress.
- Prepared and labeled medications and instructed client on administration.
- Supported veterinarians to drive quality care, advocate for pets and educate clients.
- Obtained relevant health history and information from clients to maintain medical charts.
- Assisted with diagnosis and treatment of animal health problems by performing lab tests on specimens.
- Examined animals for injury or illness and documented symptoms for veterinarian review.
- Shaved surgical areas and placed IV catheters in preparation for surgery.
- Performed physical examinations and recorded weight, temperature and other vitals.
- Addressed healthcare needs of animals by coordinating with veterinarians and following orders.
- Scrubbed, counted and packed surgical instruments and drapes for autoclave sterilization.
- Prepared and reviewed records and consent forms.
- Delivered excellent service to pet owners to drive repeat business.
- Maintain all prescription diet inventory going in and out of the hospital
- Provide clients with food trial options and proper caloric needs
- Triaged scheduled or emergency patients to route to appropriate surgeon or treatment area.
- Used high-tech equipment to assist in diagnostic, medical and surgical procedures.
- Leveraged ultrasound and x-ray equipment for imaging and interpreted results.
- Removed waste from kennels, runs and exercise areas and placed in trash receptacles or in-ground septic systems.
- Partnered with IDEXX to analyze blood samples and diagnose conditions and diseases.
Veterinary Receptionist
Shaffer Animal Hospital
Oviedo, FL
09.2017 - 08.2018
- Answered multiple line phone system for busy animal care facility and responded to questions regarding pricing and services.
- Answered pet owner phone calls and responded to questions while taking messages for staff veterinarians.
- Processed financial transactions for clients.
- Worked with clients to processes all financial transactions.
- Assisted with new staff training, sharing key information about veterinary practice and protocols.
- Cared for animals in post-operative recovery by closely monitoring vital signs and progress.
- Scrubbed, counted and packed surgical instruments and drapes for autoclave sterilization.
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
- Checked patients in and out for appointments and collected co-payments.
- Called patients to confirm scheduled appointments and obtain additional details.
- Delivered high-quality administrative and customer service to sustain patient and work flows.
- Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
- Took messages from patients and promptly relayed to appropriate staff.
- Straightened up waiting room to maintain neat and organized space.
- Scheduled appointments, optimizing patient satisfaction, provider time and treatment room utilization.
- Maintained patient accounts by obtaining, recording and updating personal and financial information.
- Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
- Compiled physical and digital documents, charts and reports.
- Greeted each patient pleasantly and offered desk sheet for easy sign-in.
- Protected patients by observing strict HIPAA guidelines.
- Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
- Conducted patient intake interviews to collect medical information and insurance details.
Assistant Store Manager
Pet Supermarket Inc.
Saint Augustine, FL
10.2016 - 08.2017
- Answered customer questions and addressed problems and complaints in person and via phone.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Supervised cashiers in processing credit, debit and cash payments to streamline sales.
- Handled scheduling for store shifts to achieve adequate staffing.
- Maintained inventory by checking merchandise to determine levels.
- Coached and developed store associates through formal and informal interactions.
- Assisted in continuous development of effective store associates to achieve desired sales and results.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Oversaw coaching and guidance of store employees to foster advancement in work operations.
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
- Reviewed inventory and sales records to prepare reports for management and budget departments.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Delegated work to staff, setting priorities and goals.
- Prepared staff work schedules and assigned team members to specific duties.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Implemented campaigns and promotions to help with developing goods and services.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
Customer Service Staff/Supervisor
Publix Supermarkets
Saint Augustine, FL
06.2014 - 10.2016
- Monitored employee productivity to provide constructive feedback and coaching.
- Adheres to all confidentiality requirements at all times
- Coordinated employee schedules according to shift changes and availability.
- Perceived as a strong leader by the customer service and management staff
- Provided ongoing training to address staff needs.
- Develops highly empathetic client relationships and has earned an outstanding reputation for exceeding service standard goals
- Resolved customer complaints and adjusted policies to meet changing needs.
- Manages workflow to exceed quality service goals
- Total store cash accountability
- Reviewed completed work to verify consistency, quality and conformance.
- Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Planned and managed resources to consistently meet production, quality and cost goals.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Evaluated processes and employee strengths to realign workflows with changing business demands.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Evaluated needs of departments and delegated tasks to optimize overall production.
Cashier
Publix
St. Augsutine
05.2012 - 06.2014
Front Service Clerk
Publix
St Augustine
05.2011 - 05.2012
Education
High School Diploma -
Allen D Nease Senior High School
Ponte Vedra, FL05.2014
Associate of Arts And Sciences - Business
St Johns River Community College
Saint Augustine, FLBachelor of Arts - Veterinary Technician
Penn Foster Career School
Scranton, PASkills
- Exceptional interpersonal communication
- Exceptional telephone and etiquette skills
- Ability to remain calm and focused under stressful situations
- Eagerness to learn and succeed
- Positive team player
- Exceptional organizational skills
- Effective problem solver
- Freight Cost Reporting
- Transportation Management Systems
- Carrier Negotiations
- Logistics Oversight
- Budget Planning
- Supply Chain Management
- Knowledge of pharmaceuticals
Hobbies
- Hiking/Trails
- Traveling
- Music
- Swimming
- Gym/Health
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Logistics Manager
First Star Logistics, LLC
02.2022 - Current
Sales Development Representative
VaxCare
08.2021 - 02.2022
Territory Account Manager
VaxCare
06.2020 - 08.2021
Customer Success Specialist
VaxCare Corporation
03.2020 - 06.2020
Veterinary Technician
Shaffer Animal Hospital
08.2018 - 02.2020
Veterinary Receptionist
Shaffer Animal Hospital
09.2017 - 08.2018
Assistant Store Manager
Pet Supermarket Inc.
10.2016 - 08.2017
Customer Service Staff/Supervisor
Publix Supermarkets
06.2014 - 10.2016
Cashier
Publix
05.2012 - 06.2014
Front Service Clerk
Publix
05.2011 - 05.2012
High School Diploma -
Allen D Nease Senior High School
Associate of Arts And Sciences - Business
St Johns River Community College
Bachelor of Arts - Veterinary Technician
Penn Foster Career School
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