Paula Lay
Indianapolis,IN
Summary
Dynamic Customer Relationship Manager. Skilled in enhancing customer engagement and driving performance metrics. Proven track record in strategic planning and contract negotiation, fostering team leadership while implementing effective CRM integration. Successfully resolved complex customer issues, ensuring high satisfaction and continuous improvement.
Overview
24
24
years of professional experience
Work History
Customer Relationship Internet Manager
Ray Skillman Automotive Group
Indianapolis, IN
09.2021 - 02.2025
- Managed the daily operations of all websites and monitored performance metrics.
- Established processes for managing customer feedback via online forums or discussion boards.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Developed strategies for increasing customer engagement across multiple channels.
- Recruited and trained new employees to meet job requirements.
- Negotiated contracts with vendors to secure favorable terms and pricing.
- Coordinated with external vendors to ensure timely delivery of services related to web development projects.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Implemented tracking systems for analytics reporting purposes.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Field Center Director
Knowledge Learning Corporation
Indianapolis, IN
04.2017 - 03.2020
- Monitored compliance with state, federal and company regulations, standards and requirements.
- Reviewed and evaluated programs for compliance with state, local and federal regulations.
- Oversaw staff performance evaluations and provided feedback when necessary.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Updated and maintained databases with current information.
- Utilized various software and tools to streamline processes and optimize performance.
- Assisted with customer requests and answered questions to improve satisfaction.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Conducted regular inspections of the facility to ensure it meets safety standards set by local authorities.
- Assisted in recruiting qualified personnel to work at the childcare center as needed.
CRM Project Coordinator
Lowes Home Improvement Center
Indianapolis, IN
02.2015 - 02.2017
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Achieved cost-savings by developing functional solutions to problems.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Managed inventory and supplies to ensure materials were available when needed.
- Recognized by management for providing exceptional customer service.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Program Coodinator
Knowledge Learning Corporation
Indianapolis, Indiana
10.2010 - 01.2015
- Assisted in developing training materials and providing instruction on how to use them effectively.
- Created and implemented new programming ideas to keep station relevant and growing.
- Arranged fundraisers to source necessary funds for station operations.
- Developed and executed marketing strategies to increase program visibility and participation.
- Maintained comprehensive databases of participants, activities, and outcomes for reporting purposes.
- Led team meetings to communicate updates, gather feedback, and align on goals.
- Participated in the development of new programs or modifications to existing programs.
- Established and maintained partnerships with community organizations to expand program reach.
- Coordinated professional development workshops for staff to enhance program delivery.
- Utilized social media and digital tools to promote programs and engage with the community.
- Developed and maintained budgets for various programs, optimizing resource allocation.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Identified needs of customers promptly and efficiently.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Executive Director
Cherubims Inc
Indianspolis, Indiana
09.2000 - 05.2010
- Recruited, trained, supervised, evaluated and mentored staff members.
- Implemented new technologies to streamline processes and enhance productivity.
- Mitigated business risks by working closely with staff members and assessing performance.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Developed and executed marketing strategies to increase brand awareness and market share.
- Developed and implemented strategic plans to ensure organizational goals were met.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Facilitated collaboration between teams by encouraging open communication channels.
- Identified opportunities for improvement in operational performance metrics.
- Facilitated professional development programs to build a high-performing team.
- Served as a public spokesperson at industry events or conferences.
- Implemented campaigns and promotions to help with developing goods and services.
- Implemented successful business strategies to increase revenue and target new markets.
Education
Human Service - Certification
Franklin Covey Institute
Online Platform05-2010
Non-profit Management
Saint Mary's of The Woods
Terre Haute, IN05-2006
Associate of Arts - Theology
Rehoboth
College06-2004
Child Development - Early Childhood Care And Education
National Association of Education Council
Online05-2000
Skills
- Customer engagement
- Contract negotiation
- Team leadership
- Business strategy
- Employee training
- CRM integration
- Website management
- Attention to detail
- Decision-making
Accomplishments
- Lead team to number one performance with 2024 sales in finance and insurance (F&I) among nine Mazda brands in the State of Indiana
- Consistently Lead team in top three performance in F&I among nine Mazda brands in the State of Indiana.
- Recognized for driving customer engagement to retain customers, and implement loyalty programs
Timeline
Customer Relationship Internet Manager
Ray Skillman Automotive Group
09.2021 - 02.2025
Field Center Director
Knowledge Learning Corporation
04.2017 - 03.2020
CRM Project Coordinator
Lowes Home Improvement Center
02.2015 - 02.2017
Program Coodinator
Knowledge Learning Corporation
10.2010 - 01.2015
Executive Director
Cherubims Inc
09.2000 - 05.2010
Human Service - Certification
Franklin Covey Institute
Non-profit Management
Saint Mary's of The Woods
Associate of Arts - Theology
Rehoboth
Child Development - Early Childhood Care And Education
National Association of Education Council
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