Sara Hays
Lincoln,NE
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
26
26
years of professional experience
Work History
Customer Success Manager
PrismRBS/Harris Computers
09.2023 - Current
- Manage/lead onboarding of new customers, and a portfolio of existing customers, and oversee their multiyear realization of the value of solutions through periodic check-in meetings and goal reviews
- Coordinate the scheduling, delivery and tracking of assigned product line services needed to fulfill customer project and other service needs
- Lead a cross-functional product line customer experience team in regularly reviewing usage and support information to identify trends, implement product and service changes and identify monthly call-to action themes that will drive increased user adoption and renewals
- Deliver, and when needed create, value-added training content, product usage webinars, documentation, knowledgebase content and how-to-videos of products
- Collaborate with team members to create new billable services that solve customer needs
- Oversee the renewal and payment process for the assigned portfolio to ensure assigned customers receive budgeting information reflecting their contracts and any new services needed to accomplish their goals
- Maintain knowledge of products, upgrades and awareness of product development changes for Products
- When needed, assist with application support resolution and product demonstrations
- Act as the customer’s primary point of contact for strategic initiatives and communication of company objectives
- Partner with internal teams to complete customer activities and objectives
- Create and inspire company-wide culture of customer success
- Other duties as assigned.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Collaborated with sales and product teams to address customer success objectives.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Created customer support strategies to increase customer retention.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Facilitated successful renewals through diligent relationship management and proactive issue resolution.
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Implemented effective communication strategies that fostered long-lasting connections with customers.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
Sales Coordinator
PrismRBS/Nebraska Book Company
01.2001 - 09.2023
- Receiving inbound Calls & making out bond calls to new/existing customers
- Assist customers in resolving problems via e-mail or phone
- Ordering hardware & software for new installation/existing installations
- Provide cost proposals to customers for new/existing hardware or software
- Initiate software agreements for new/existing clients
- Prepare Request for Proposal Responses
- Review customer Purchase Orders compared to NBC Cost Proposals
- Prepare RMA’s for guest
- Report weekly sales
- Maintain spreadsheets of customer current hardware
- Sourcing upsell opportunities through hardware and version research
- Other duties as assigned
- Collaborate with Enterprise Sales, Accounting and Customer Support teams to reconcile invoice change requests
- Partner with vendor partners on purchase orders and maintain current pricing of products
- Type 35+ WPM
- Experienced with SalesForce, Microsoft Word, Microsoft Excel, Windows, Monday Board, Confluence Software and Turning Point Software.
- Increased sales revenue by establishing strong relationships with clients and identifying new business opportunities.
- Streamlined sales processes for improved efficiency and customer satisfaction.
- Collaborated with marketing team to develop targeted promotional materials and campaigns.
- Provided exceptional customer service, addressing client inquiries and resolving issues promptly.
- Coordinated product demonstrations and presentations to showcase key features and benefits to potential clients.
- Implemented effective cross-selling strategies, increasing overall sales volume and client retention rates.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
- Supported sales team members in achieving individual goals and targets through coaching, mentoring, and guidance.
- Reviewed sales performance data regularly to identify areas for improvement and implement corrective actions when needed.
- Cultivated long-lasting relationships with existing clients by providing ongoing support throughout the post-sales process.
- Developed comprehensive understanding of product offerings in order to effectively communicate benefits to prospective customers.
- Served as a liaison between internal departments such as production, logistics, finance, ensuring seamless end-to-end management of client accounts.
- Negotiated contracts on behalf of the organization while adhering to set guidelines; leading successful deals that resulted in increased profits.
- Managed a portfolio of key accounts; consistently hitting quarterly targets whilst maintaining excellent levels of customer satisfaction.
- Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
- Kept detailed records of sales and customer information in CRM software, updating database regularly to maintain top-notch service.
- Improved productivity by increasing customer communication and responding to feedback.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Compiled client profiles and entered information into operating system.
- Maintained long-term relationships with high net-worth clients.
- Prepared pricing strategies for current customers to enhance sales and increase profitability.
- Provided effective recommendations to increase customer satisfaction and marketing effectiveness to secure long-term accounts.
- Deployed and assessed strategies for retaining customers and maximizing account servicing opportunities to promote revenue consistency.
- Employed closing sales techniques, upselling and customer loyalty incentives to boost sales.
- Streamlined training processes for orders, tracking, expense recording and sale protocols to increase employee productivity and enhance sales.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Collaborated with cross-functional teams to identify and address customer needs.
- Utilized CRM software to manage customer accounts and track performance metrics.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
Server
Lee’s Restaurant
01.2004 - 01.2006
- Seating & Serving Meals to Customer’s
- Knowledge of Menu & Beverage List
- Training new employees
- Caterings & private parties.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
Accounts Payable Clerk
Nebraska Book Company
01.1998 - 01.2001
- Managed/Paid Bills for Retail Accounts on Weekly Basis
- Data Entry
- Resolved issues with Retail Accounts & Vendors
- Filing.
- Streamlined invoice processing by implementing efficient filing and tracking systems.
- Reduced late payment penalties by closely monitoring due dates and managing timely payments.
- Improved vendor relationships through diligent communication and prompt issue resolution.
- Maintained accurate financial records by regularly reconciling accounts payable transactions.
- Assisted in month-end closing procedures, ensuring all invoices were processed on time to reflect accurate financial statements.
- Collaborated with other departments to resolve discrepancies in invoices or purchase orders, promoting smooth business operations.
- Maintained high level of data integrity by consistently updating vendor information in the system accurately.
- Demonstrated adaptability during peak workload periods while maintaining high-quality results and meeting tight deadlines.
- Reviewed vendor invoices for appropriate documentation and validity prior to payment.
- Maintained good working relationships with vendors and resolved disputes.
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Evaluated financial records to detect errors and discrepancies.
- Matched purchase orders with invoices and recorded necessary information.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Supported management by processing invoices and documents with consistent on-time delivery.
- Handled day-to-day accounting processes to drive financial accuracy.
- Entered figures using 10-key calculator to compute data quickly.
Education
High School Diploma -
Lincoln High School
Lincoln, NE05.1996
Skills
- Customer Account Management
- Strategic Planning
- Client Relations
- Training and Mentoring
- Pipeline Development
- Customer Needs Assessment
- Sales Proficiency
- Customer Retention
- Records Management
- Account Updates
- Research and Due Diligence
- Client Service Optimization
- Business Development
- Strategic Communications
- Proficient in Microsoft Suite Products, Excel, Word, Outlook SalesForce, Monday Board, Confluence and Jira,
- Inter-Department Collaboration
- Key Accounts Development
- Customer Relations
- Revenue Growth
- Customer Relationship Building
- Customer Service
- Account Management
- CRM Software
- Customer Onboarding
- Adaptability
- Product Knowledge
- Problem Solving
- Active Listening
- Negotiation
- Effective Communication
- Multitasking
- Relationship Building
Hobbies and Interests
My children, my pets, computers, photography, fitness, crafts and yard work. Very willing and eager to learn new things and further my knowledge of different activities
References
Available upon request.
Timeline
Customer Success Manager
PrismRBS/Harris Computers
09.2023 - Current
Server
Lee’s Restaurant
01.2004 - 01.2006
Sales Coordinator
PrismRBS/Nebraska Book Company
01.2001 - 09.2023
Accounts Payable Clerk
Nebraska Book Company
01.1998 - 01.2001
High School Diploma -
Lincoln High School
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