PATRICIA-MICHELLE HAYNES
NEWBURY
Summary
A skilled and effective customer service professional with over 10 years supervisory experience. Proven track record in resolving and reducing customer complaints and meeting customer service level agreements. Responsible for successful strategic initiatives to improve team productivity and increase staff retention by applying a strong work ethic and motivational skills to achieve targets, as well as employee and customer satisfaction. A decisive action-orientated individual who successfully takes complete ownership of the customer service function.
With background in building and maintaining client relationships, I bring strong communication and negotiation skills. My ability to understand client needs and deliver tailored solutions has consistently resulted in satisfied customers and long-term partnerships. Highly adaptable and quick to learn.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Regional Account Manager
Kosnic Lighting
NEWBURY
04.2019 - Current
- Managed portfolio of key accounts, fostering long-term relationships through regular, strategic communication.
- Developed and maintained strong relationships with key accounts
- Cultivated solid and loyal relationships with existing clients to deliver demand generation.
- Provided exemplary level of service to clients, maintaining and improving relationships for future business opportunities.
- Developed new business opportunities in existing customer portfolios to meet, upgrade and cross-sell revenue targets.
- Applied excellent negotiation, upselling and sales techniques to maximise revenue.
- Managed key account matters including solving issues, updating on project milestones, attending meetings and managing other communications.
- Communicated with customers to immediately determine and resolve problems, avoiding escalation.
- Resolved client issues promptly, maintaining high levels of satisfaction and loyalty.
- Coordinated with cross-functional teams to deliver comprehensive solutions that met client needs.
- Prepared detailed reports for senior management, highlighting account status and future opportunities.
- Kept and managed records for assigned clients, serving as point of contact for account-related transactions and issues.
- Devised promotional offers and discounts to pique customer interest.
- Utilised software for purchase order processing and inventory management, enhancing operational efficiency.
- Worked accurately and efficiently to deliver fast, reliable order processing support.
Store Manager
Laura Ashley
Newbury, Berkshire
11.2018 - 04.2019
- Lead and manage a team of eight employees
- Build sales through customer service and implementation of company standards
- Perpetual inventory counts of stock
- Weekly trade reports
- Managed day-to-day store operations, including stock levels, staff rotas, and customer service standards.
- Handled customer complaints, offering resolutions that maintained satisfaction and loyalty.
- Merchandised displays to showcase new and popular items.
- Coached employees on upselling techniques, significantly increasing average transaction value.
Customer Service Adviser
West Berkshire County Council
09.2018 - 11.2018
- Company Overview: Temporary position through Reed
- Answering customer calls that came through to the call centre
- Use of the ECHO payment system and bespoke computer programs
- Resolving customer issues and complaints by following WBCC guidelines
Business Owner
Geekstar Grooming LLC
Sulphur, Louisiana
05.2016 - 04.2018
- Grooming dogs to AKC standard and owner request
- Maintain accurate customer accounts in the company computer system by keeping track of data, inspections, audits, and local and state policy changes
- Respond to customer inquiries in a timely fashion and answer questions on appointment availabilty and servies.
- Maintain all bookkeeping, marketing, and delivering of services and products through social media, email, telephone, and in person.
- Researching marketing ideas and implement them via various channels, including social media, radio and face-to-face sales.
- Achievements: Increased the business from $16k - $55 within one year through consistent high standards and exceptional customer service.
Customer Service and Kennel Manager
GillBright Animal Hospital
Lake Charles, Louisiana
05.2009 - 01.2016
- Lead and manage a team of seven associates
- Plan, assign and monitor work tasks for optimum team efficiency
- Develop staff training programs and reference manuals
- Greeting clients and leading new client viewings
- Ensuring procedures and protocols are adhered to throughout
- Fed animals following dietary requirements.
- Prioritised animal welfare during care and grooming appointments.
- Administered medicine to animals as specified by vets and owners.
- Observed customer requests in specific grooming and styling requirements.
- Recorded treatments, medications and food intake for optimal care planning.
- Liaised with veterinarians to facilitate regular health checks and emergency medical care for kennel residents.
- Supervised training of new staff, providing comprehensive guidance on animal handling and kennel procedures.
- Coordinated schedules for dog walking, feeding, and grooming to adhere to individual pet needs.
- Monitored supply inventories, ordering food, cleaning products, and other essentials to ensure smooth kennel operation.
- Conducted facility maintenance checks, identifying and addressing repair needs to uphold safety standards.
- Organised staff rosters, balancing workload to ensure comprehensive care coverage across all shifts.
- Achievements: Promoted to manager in my first year of service.
Customer Service and Salon Manager
PetsMart
Lake Charles, Louisiana
06.2003 - 03.2007
- Interviewed job candidates and made staffing decisions.
- Lead and Managed a team of 6 grooming associates
- Assigned employees to specific duties to best meet the needs of the salon
- Instructed staff on appropriately handling difficult and complicated grooms/dogs.
- Increased profits through effective sales training and troubleshooting profit loss areas.
- Reported to the district manager regarding all salon and staff issues.
- Generated repeat business through exceptional customer service.
- Achievements: Mentored the team to consistently achieve over and above set targets leading us to achieve salon of the quarter in southern USA.
- Managed daily salon operations, scheduling staff shifts and overseeing client bookings for optimal service delivery.
- Handled customer complaints with professionalism, resolving issues promptly to maintain a high level of service.
- Oversaw customer appointment calendar to manage shifts and attain complete workforce.
- Assisted with stock duties, ordering beauty products and styling tools to replenish supply.
- Coordinated salon events and promotions, increasing brand visibility and attracting a broader clientele.
Customer Service Manager
PetsMart
Lake Charles, Louisiana
08.2000 - 06.2003
- Promoted from cashier to Customer Service Manager within six months.
- Interviewed job candidates and made staffing decisions.
- Counted cash drawers and made bank deposits.
- Managed staff of up to 20 sales associates, and three department team leaders.
- Assigned employees to specific duties to best meet the needs of the shop.
- Reordered inventory when it dropped below predetermined levels.
- Instructed staff on appropriately handling difficult and complicated sales.
- Examined merchandise to verify that it was correctly priced and displayed.
- Trained and developed new associates on POS system and key sales tactics.
- Generated repeat business through exceptional customer service.
- Conducted stock inventories once per quarter.
- Conducted regular performance reviews with team members, setting clear objectives and providing constructive feedback.
- Maintained an in-depth understanding of company products and services, providing accurate information to customers and team members.
Education
High School Equivalency Diploma - General Studies
SOWELA Technical College
01-2017
Skills
- Customer Service Management
- Complaint Handling & Resolution
- Strategic Thinking
- Customer Satisfaction Enhancement
- Front-End Supervision
- Goal Orientated
- Key account management
- Operational efficiency
- Multitasking proficiency
- Technical product understanding
- Data analysis and interpretation
- Time-management
- Training & Development
- Order Fulfillment
Additional information
2007-01-01, 2009-01-01, Took time out to spend with family, 2016-01-01, 2016-05-01, Setting up my own business
Hobbies and interests
- Strong interest in health and fitness, regularly running for charitable causes
- Fan of Science Fiction and fantasy novels/tv shows, attending conventions when possible
- Crafting of multiple mediums. Embroidery, die cutting, screen printing, 3D printing
Certification
- Certified Salon Professional International Professional Groomers
- Certified Advanced Professional Groomer International Professional Groomers
Timeline
Regional Account Manager
Kosnic Lighting
04.2019 - Current
Store Manager
Laura Ashley
11.2018 - 04.2019
Customer Service Adviser
West Berkshire County Council
09.2018 - 11.2018
Business Owner
Geekstar Grooming LLC
05.2016 - 04.2018
Customer Service and Kennel Manager
GillBright Animal Hospital
05.2009 - 01.2016
Customer Service and Salon Manager
PetsMart
06.2003 - 03.2007
Customer Service Manager
PetsMart
08.2000 - 06.2003
High School Equivalency Diploma - General Studies
SOWELA Technical College