Hayley Broughton
Cambridge,ON
Summary
Relationship-focused professional dedicated to delivering exceptional customer experiences and building long-term client trust. Skilled at understanding customer needs, providing tailored solutions, and resolving concerns with efficiency and care. Recognized for strong communication skills, a proactive approach, and the ability to foster positive relationships that enhance customer satisfaction and loyalty. Brings a proven track record of supporting clients, improving service outcomes, and contributing to overall team success through a strong work ethic and commitment to excellence.
Overview
21
21
years of professional experience
Work History
Inside Sales Professional
Manitoulin Transport
Cambridge, ON
12.2021 - Current
- Engaged clients to identify transportation needs and provide tailored solutions.
- Developed relationships with key accounts to enhance customer satisfaction.
- Utilized CRM software to track sales activities and client interactions.
- Collaborated with operations teams to ensure service quality and efficiency.
- Scheduled follow-ups with clients to maintain ongoing communication and support.
- Monitored competitor activity within assigned territory or region.
- Maintained strong relationships with existing clients through regular follow-up calls and emails.
- Collaborated with other departments
- Identified cross-selling opportunities among existing client base by understanding their needs and interests.
- Performed cold calling activities to generate qualified leads for sales team members.
- Provided timely responses to customer complaints or issues that arose during sales process.
- Provided technical product support to customers via phone and email.
- Researched potential leads through various sources such as directories, databases and websites.
- Worked in conjunction with outside sales representative to maintain and grow product sales.
- Delivered superior customer support to improve account retention rate.
- Assisted in training new hires on inside sales processes and procedures
- Maintained detailed account records and contact logs to facilitate sales process.
- Conducted daily cold calls and emails to potential clients to generate new sales opportunities.
- Participated in sales training and workshops to improve sales techniques and product knowledge.
- Coordinated with the logistics team to ensure timely delivery of products.
- Provided product information and demonstrations to customers via phone and online platforms.
- Listened to customer needs to identify and recommend best products and services.
Customer Service Representative
Simtech Supply Chain Management
Cambridge, ON
09.2020 - 02.2021
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Delivered service and support to each customer, paving way for future business opportunities
- Received and processed customers’ orders
- Adhere to all Health and Safety guidelines specific to products
- Back up to office staff
- Clerical duties including handling incoming calls, emailing, filing and assisting other departments
- Trained new employees on procedures and policies to maximize team performance
Customer Service Representative
Flanagan Food Service
Kitchener, ON
01.2019 - 11.2019
- Received and processed incoming customer orders with accuracy
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Delivered service and support to each customer, paving way for future business opportunities
- Upheld strict quality control policies and procedures during customer interactions
- Reviewed account and service histories to identify trends and issues
- Recommended improvements to products and services to mitigate complaints
- Team member of major restaurant chain following steps of service
- Assisted National Account Manager to assist with new store launches and menu items
Clubhouse and Banquet Manager
Grand Valley Golf Club
Cambridge, ON
03.2018 - 08.2018
- Coordinated with employees to arrange tables, chairs and other equipment needed for functions
- Reviewed banquet event orders to determine room layouts and schedule staff
- Attended and monitored events to direct staff, proactively address issues and solve problems or concerns
- Supervised food preparation, delivery and quality to ensure satisfaction
- Handled guest complaints in most effective manner possible and offered complimentary services for hardship cases
- Coordinated with wait staff to keep dining room buffet stations clean and dishes refilled
Staffing Consultant-Business Development
Randstad
Cambridge, ON
08.2013 - 04.2016
- Maintained open communication with individuals on assignment to answer questions and provide support
- Worked with HR and department leaders to identify qualities of top candidates
- Reviewed and filed paperwork as part of onboarding process
- Crafted job ads that met company standards and targeted specific job candidates
- Identified staff vacancies to quickly recruit, interview and select applicants to fill positions
- Set up and completed more than 15 weekly candidate interviews
- Assisted in new hire process by calling and scheduling appointments with candidates, filling out required paperwork and preparing manuals
- Met with the decision maker to ascertain current and long-term staffing needs
Outside Sales Account Executive
Lamar Transit Advertising
Burlington, ON
11.2005 - 07.2013
- Educated customers on product features and technical details to highlight benefits
- Followed up with customer to identify and resolve service, account or technical issues and maintain satisfaction
- Negotiated prices and set up contracts to finalize sales agreements
- Obtained sales leads through networking groups, referral partners and face-to-face sessions with companies
- Supported sales management initiatives to optimize business development
- Conducted site visits to assess needs, demonstrate products and recommend strategic solutions for customer requirements
- Generated sales by prospecting, negotiating contracts and closing
- Scheduled average of 5 appointments per week
- Generated more than 15 leads per week and pursued appointment opportunities to convert prospects into new customers
Sales Coordinator
Saputo Foods Ltd.
Brampton, ON
03.2005 - 11.2005
- Supported sales team by delivering current territory sales data and costing information
- Highlighted target products with eye-catching signs, displays and shelf positions
- Saved costs by negotiating room rates and meeting space pricing
- Worked with production teams to assess, update and optimize delivery dates for customers.
- Aided senior leadership during executive decision-making process, generating daily reports to recommend corrective actions and improvements
Education
Sales And Marketing
Mohawk College of Applied Arts And Technology
Hamilton, ONSkills
- Customer relations
- New Business Development
- Cheerful and Energetic
- High-energy attitude
- Problem-solving abilities
- Adaptive team player
- Inbound and Outbound Calling
- Opportunity Identification
- Relationship Building
- Cold calling
- Account retention
- Lead generation
- Conflict resolution
- Closing deals
- CRM proficiency
- Customer relationship building
- Objection handling
- Rapport building
- Exceptional customer service
- Prospect Follow-up
- Driven
Education and Training
other
Timeline
Inside Sales Professional
Manitoulin Transport
12.2021 - Current
Customer Service Representative
Simtech Supply Chain Management
09.2020 - 02.2021
Customer Service Representative
Flanagan Food Service
01.2019 - 11.2019
Clubhouse and Banquet Manager
Grand Valley Golf Club
03.2018 - 08.2018
Staffing Consultant-Business Development
Randstad
08.2013 - 04.2016
Outside Sales Account Executive
Lamar Transit Advertising
11.2005 - 07.2013
Sales Coordinator
Saputo Foods Ltd.
03.2005 - 11.2005
Sales And Marketing
Mohawk College of Applied Arts And Technology