Hayley Fulton: in Long Beach, CA

Revised reporting system for dispatch, mechanic shop, tow drivers, and technicians including daily performance and attendance. Created standard operating procedures for dispatch incoming and outbound calls. Responsible for improving customer support through coaching and revising scripts. Introduced daily reporting and new employee agreements in order to keep employees accountable and the owner involved in day to day operations

Responsible for all Sales marketing including email marketing, drip marketing, third-party syndication including nationwide emails created and sent through ConstantContact as well as all aspects of the customer’s experience from appointment to purchase. • Managed four separate Facebook pages and CraigsList accounts for our Los Angeles, San Francisco, Fort Lauderdale, and Miami locations. Maintained at least 50 CL postings a week and all customer communications. • Other duties included appointment coordinator, editing private selling activity listed online, outbound customer survey calls with an average of 90+ calls a day, assisting in employee training in all aspects of the CXG department, reporting all customer responses in addition to writing the surveys themselves. • Creating and sending a weekly “E-blast” utilizing photoshop and ConstantContact, customer service, executed nation-wide promotional give-aways, responded to all customer inquiries, and kept a detailed database of customer information from contact log to customer survey responses. • Assume responsibility of daily, weekly, and monthly reporting on all aspects of outbound calls, survey responses, and online data analytics.

Managed close to 200 accounts • Job included processing payroll, updating employee profiles, amending tax returns, assisting with training demos, created basic SOP’s, data entry, delivery coordinator, providing general customer service while responding to 95% of client needs on a daily basis. • Assisted in client payroll training between two programs (Millennium, Evolution) and two platforms (web, desktop remote) • Required strong multitasking abilities and timely response to client needs. Managed client relations through email, fax, and phone. • Tasked with researching and creating a stronger marketing campaign for our services.