Experience

L. H. Hayward & Co., LLC

• United States
• 1 - 100 Employee

• Customer Service Supervisor

  • Sep 2021 - Jan 2022

  Harahan, Louisiana, United States - Develop, implement, and maintain consistent customer service processes. - Investigate customer's problems and find appropriate solutions. - Be the spokesperson for our customers within our organization and using that voice to alert those who can help to do so. - Communicate with customers via phone, email, or letter. - Supervise, train, and coach customer service personnel to: o Conduct initial assessment of customer needs. o Provide effective communication… Show more - Develop, implement, and maintain consistent customer service processes. - Investigate customer's problems and find appropriate solutions. - Be the spokesperson for our customers within our organization and using that voice to alert those who can help to do so. - Communicate with customers via phone, email, or letter. - Supervise, train, and coach customer service personnel to: o Conduct initial assessment of customer needs. o Provide effective communication and problem resolution. o Provide basic customer quotes and product access options. o Process and complete customer purchase orders including: o Verify all details of the customer order. o Assist sales in obtaining missing key order attributes. o Ensure that all orders sent to production are accurate and complete. o Monitor the ready and pick up or delivery dates and communicate changes to sales and to the customer. o Own communicating any changes or issues and resolutions to the customer while keeping sales in the loop. o Know when to bring other internal stakeholders into the problem resolution process. - Cross train department personnel on basics of each of the company's business units so that all customer service personnel are able to support sales order questions for all business units. - Develop scripts and training aids to ensure uniformity during phone calls that allow the customer service personnel to either resolve the customer issue or ascertain the appropriate information to direct the call to appropriate personnel. - Be up to date on new company products, services, and initiatives. - Facilitate product returns and exchanges including processing of appropriate credits. - Work with business unit leaders to identify and develop customer service initiatives. - Bring to the table any issues within the organization that are affecting customer service’s efforts to champion the customer and meet or exceed their expectations. Show less



L.H. Hayward & Co., LLC (Camellia Brands & Gulf Coast Blenders)

• Sales Support Specialist

  • May 2019 - Sep 2021

  Louisiana - Utilizes company’s CRM software in daily work activities and performs the role of CRM administrator for the company. - Ability to utilize Excel (Advanced Level) for daily work duties. - Utilize CRM to Manage all R&D Projects (from ideation to purchase order) for Gulf Coast Blenders. - Tracks sales promotions and related tasks. Also, handles in-bound sales lead calls. - Administers trade fund management duties for the company. - Retrieves, compiles and… Show more - Utilizes company’s CRM software in daily work activities and performs the role of CRM administrator for the company. - Ability to utilize Excel (Advanced Level) for daily work duties. - Utilize CRM to Manage all R&D Projects (from ideation to purchase order) for Gulf Coast Blenders. - Tracks sales promotions and related tasks. Also, handles in-bound sales lead calls. - Administers trade fund management duties for the company. - Retrieves, compiles and creates data for internal and external communications to include presentations, reports, content and professional documents. - Manages new customer tracking and on boarding. Supports and participates in development of customer relationships. - Provides daily sales updates and reports to Director of Sales. Also, provides sales data to department heads upon request. - Provides product samples to current and qualified customers upon request. - Communicates daily with sales brokers, direct accounts, and internal cross-functional contacts to support sales initiatives. - Coordinates with outside sales partners; brokers, trade organizations, wholesalers, and retailers etc., regarding any demos or other sales related. - Supports sales team as needed at trade shows, demo events, and other sales events as needed. Show less



Cox Media

• Belgium
• Information Technology & Services
• 1 - 100 Employee

• Media Sales Services Coordinator

  • Dec 2017 - May 2019

  Metairie,LA - Partners with a sales consultant in gathering data and research to complete a Client Needs Analysis (CNA) for new/prospective clients. - Creates quality packages/templates for Sales Services Specialist Is and IIs to customize in schedule creation. - Teams with SSS Is and IIs to perform basic fulfillment processes, including order entry and revisions, identification of media management issues, for all clients. - Enters and checks new client contract, billing, and… Show more - Partners with a sales consultant in gathering data and research to complete a Client Needs Analysis (CNA) for new/prospective clients. - Creates quality packages/templates for Sales Services Specialist Is and IIs to customize in schedule creation. - Teams with SSS Is and IIs to perform basic fulfillment processes, including order entry and revisions, identification of media management issues, for all clients. - Enters and checks new client contract, billing, and client-initiated order revision information in order entry software (TIM). - Monitors TIM for acceptance of work requests; reviews key business reports to verify that work requests were processed correctly by the CFC. - Proactively monitors ad copy and ad copy media reports to identify any missing ad copy. Show less



Cox Business

• United States
• Telecommunications
• 700 & Above Employee

• Agent Channel Specialist

  • Oct 2016 - Dec 2017

  Metairie,LA - Deliver OPTIX weekly opportunity and install reports to Selling Agents. - Efficiently and effectively responds to SA emails and phone calls. - Firm and flexible advocate for CB pricing structure. - Reply to proposal requests, renewals and amendments using ICOMS & OPTIX. - Submit and follow up on CIR serviceability and IRR estimates. - Act as a liaison on the SA behalf with OE, AE, SSA and Sales Engineering. - Work with Product Managers and Sales… Show more - Deliver OPTIX weekly opportunity and install reports to Selling Agents. - Efficiently and effectively responds to SA emails and phone calls. - Firm and flexible advocate for CB pricing structure. - Reply to proposal requests, renewals and amendments using ICOMS & OPTIX. - Submit and follow up on CIR serviceability and IRR estimates. - Act as a liaison on the SA behalf with OE, AE, SSA and Sales Engineering. - Work with Product Managers and Sales Directors regarding special approval pricing. - Provide direct support to local Agent Channel Manager. - Work in Partnership with Agent Channel Managers on multi-location options. - Provide sales coaching to SA that may be struggling to close a sale. - Provide SA with current campaigns and CB pricing. - Follow up on open opportunities to drive revenue growth for CB. - Act as a POC for SA companies and individual Salespeople that they employ. - Assist Channel Manager to schedule onboardings and trainings for prospective SA. - Work with CB Marketing team to tailor product documents for SA distribution.

• Marketing Specialist

  • May 2016 - Oct 2016

  - Provided general support to the CB team relative to the implementation and execution of marketing programs and initiatives in a specific CB market(s). - Assisted with acquisition and retention marketing to grow Client Business revenue and retain/grow existing commercial business customer base. - Supported all CB sales channels (inbound, outbound, feet-on-the street, retail, and third-party) and all customer segments. - Coordinated and tracked lead referral… Show more - Provided general support to the CB team relative to the implementation and execution of marketing programs and initiatives in a specific CB market(s). - Assisted with acquisition and retention marketing to grow Client Business revenue and retain/grow existing commercial business customer base. - Supported all CB sales channels (inbound, outbound, feet-on-the street, retail, and third-party) and all customer segments. - Coordinated and tracked lead referral programs.



State Farm

• United States
• Insurance
• 700 & Above Employee

• Agency Manager/ Multiple Line Insurance Producer

  • Apr 2015 - May 2016

  Louisiana - Developed leads, scheduled appointments, identified customer needs, and marketed the appropriate products and services. -Provided prompt, accurate, and friendly customer service. -Responded to inquiries regarding insurance availability, eligibility, coverage, policy changes, transfers, claim submissions, and billing clarification. -Formulated sales strategies for different products and achieved target goals.



Wireless Zone - Verizon Wireless Premium Retailer

• United States
• Retail
• 1 - 100 Employee

• Store Manager

  • Sep 2014 - Mar 2015

  -Managed one store location with a range 3-12 employees and performed in-store merchandising. -Provided hands on coaching and new hire training to wireless consultants. -Partnered with the District Manager in regard to employee relations issues and performance management. -Responsible for inventory reconciliation, control, and delivery in conjunction with DM’s goals and objectives; complied with inventory aging policies.



Samsung Mobile

• South Korea
• Consumer Electronics
• 700 & Above Employee

• Field Sales Manager

  • May 2014 - Sep 2014

  -Developed creative and innovative ways to market Company’s product or services. -Communicated regularly with store vendors to inform about new products, special promotions, etc. -Conducted product training and product demonstrations for customers to store vendors. -Identified sales and marketing opportunities on district sales calls (weekly). -Recommended changes in sales or marketing approach to ensure sales and service objectives are met successfully. … Show more -Developed creative and innovative ways to market Company’s product or services. -Communicated regularly with store vendors to inform about new products, special promotions, etc. -Conducted product training and product demonstrations for customers to store vendors. -Identified sales and marketing opportunities on district sales calls (weekly). -Recommended changes in sales or marketing approach to ensure sales and service objectives are met successfully. -Corresponded proactively with all corporate partners (vendors) to maintain positive and long term business relationships. -Performed in-store merchandising. Show less



Cox Communications

• United States
• Telecommunications
• 700 & Above Employee

• Retention Specialist

  • Apr 2012 - May 2014

  -Responsible for taking call center customer retention calls for all Cox residential services and product lines. -Identify and resolve customer issue and concerns. -Utilize creative negotiation skills to persuade customer not to disconnect or downgrade their Cox services. -Up-sell and offer additional or upgraded services.

• Solutions Specialist

  • Jun 2011 - Apr 2012

  -Responsible for driving sales in a Cox Cable retail location. -Assisted with customer inquiries and complaints regarding orders and billing. -Properly issued and returned Cox Cable equipment.