Sheana Lay
Haiku,HI
Summary
Personable and dedicated Customer Service Representative with extensive experience in service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Personable, friendly and solution-oriented service with over 15 years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.
Overview
17
17
years of professional experience
Work History
Customer Service Sales Representative
Sand And Sea Gifts Maui
09.2022 - 08.2023
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Computed total costs and profit requirements for customer sales to provide accurate pricing.
- Processed customer orders and inquiries via phone, email and, in-person communication to foster top-quality service delivery.
- Promoted new products and services to existing customers, driving revenue growth and satisfaction.
- Delivered superior customer service to retain existing customers and attract future customers.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Performing opening and closing procedures.
Customer Service Representative
Madison Avenue Salon & Day Spa
09.2015 - 09.2016
- Greet clients and assist customers as needed with sales, products, and day spa services. Created pleasant experiences for all customers, such as being personable and attentive.
- Receptionist, helping customers via phone, returning important voicemails, and facilitating booking, scheduling, rescheduling, and cancellation process.
- Performing opening and closing procedures
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Assistant Manager
Shapers Maui
09.2013 - 12.2014
- Ensured operational excellence by performing managerial tasks, such as scheduling, maintaining inventory, hiring and training new employees.
- Provided direct assistance to customers, employees and reporting to managers.
- Delegated daily tasks to team members to optimize group productivity.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
Sales Associate Supervisor
Shapers Maui
07.2013 - 08.2013
- Hiring and training of new sales associates.
- Maintained sales floor and inventory.
- Developed and implemented new sales strategies to update product lines.
- Created and maintained a sales environment to support business objectives.
- Performed sales consultations and educated clients on products and services.
First Assistant to Branch Manager
Enterprise Rent-A-Car
11.2007 - 05.2008
- Monitored daily operations and supported Branch Manager in necessary duties.
- In charge of all local rentals for car dealerships and there cliental. Updating and closing out car rental bills for local car dealerships.
- Assisted in Insurance claim car rentals. updating insurance car rental claims.
- Setting up and organizing daily scheduling for local car rentals, Assisting in transporting customers to our facility and handling of car rental returns.
- Daily office duties, including inventory of office supplies, preparing shipments and organizing all rental agreements, inputting data for rental agreements, making and returning phone calls for all cliental rental contracts for present and future rentals.
Customer Service Representative
TC Kokua
06.2006 - 06.2007
- Out Sourced Customer Service Contact Center
- "Service with the Aloha Spirit"
- Daily Office duties, answering phones, taking reservations for multiple activity companies, inputting customer data, filing, faxing, emailing for activity companies that we supported, serving clients in a professional hospitality/tourism industry, doing outbound calls for sales and resources.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Client Accounts I supported: Gemini Sailing Charters, Skyline Eco Adventures, Maui Downhill Bike Rides, Warren and Annabelle's, Maui Winery, Makoakai Sports Fishing, Hawaiian Slack Key, Pacific Wave Marketing, Mendez Ranch, Cowboys of Hawaii (Big Island), Hawaii Department of Human Services and Akina Tours.
Education
Some College (No Degree) - Hotel Operations
University of Hawaii Maui College
Kahului, HISkills
- Credit Card Payment Processing
- Data Entry and Maintenance
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Verbal and Written Communication
- Efficient and Detail-Oriented
- Upselling Products and Services
- Conflict Mediation
- Inbound and Outbound Calling
- Senior Leadership Support
- Shipping and Receiving Understanding
- Project Management Abilities
Accomplishments
- Raising 3 children and running household efficiently.
- Budgeting, Adaptability, Leadership, and Schedule management.
- Ability to teach in diverse setting with ease, create engaging lesson plans, and present material to my children in varying learning environments.
House Manager and Homeschooling Teacher
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Sales Representative
Sand And Sea Gifts Maui
09.2022 - 08.2023
Customer Service Representative
Madison Avenue Salon & Day Spa
09.2015 - 09.2016
Assistant Manager
Shapers Maui
09.2013 - 12.2014
Sales Associate Supervisor
Shapers Maui
07.2013 - 08.2013
First Assistant to Branch Manager
Enterprise Rent-A-Car
11.2007 - 05.2008
Customer Service Representative
TC Kokua
06.2006 - 06.2007
Some College (No Degree) - Hotel Operations
University of Hawaii Maui College
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