CRM
Melissa Wells
Customer Service Management
Battle Creek,MI
Summary
Achieved industry-leading customer and revenue growth by leveraging top-notch abilities in networking and lead development. Demonstrated success in converting prospects into customers, servicing accounts and maintaining consistent sales levels. Skilled relationship-builder, communicator and multitasker. First-rate negotiation, problem resolution and time management abilities. Polished in responding to over one hundred calls and inquiries weekly, to solve issues promptly. Proven to build and solidify customer relationships, develop client loyalty and increase customer retention.
Overview
12
12
years of professional experience
2
2
Certifications
Work History
Customer Service Representative
Two Men And A Truck International
Battle Creek, MI
08.2019 - 11.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Fielded customer questions regarding available services, sales, current prices and upcoming company changes.
- Answered constant flow of customer calls with minimal wait times.
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
- Attended advanced training sessions and conferences to increase product knowledge and productivity.
- Built and managed accurate sales pipeline to maintain high volume of activity.
- Contributed to company revenue by securing $1,136,871 in product sales in 9 months
5th Hand
WESTROCK
BATTLE CREEK, MI
12.2018 - 01.2019
- Integrated specialized attachments to machines to complete custom orders and projects.
- Regulated pressure roll tension, glue temperature and machine component speed by calibrating machine controls and settings.
- Moved completed products from machines and onto conveyors, transferring to next work area for additional processing.
- Evaluated final products to verify compliance with work orders and detect defects.
- Guided materials onto machine tracks for proper gluing, coating and slitting.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Director of Client Services
US ADDICTION
BATTLE CREEK, MI
07.2015 - 12.2018
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Liaised with leadership team to support strategic opportunities and align cross-functional resources with delivery.
- Trained, led and developed client services team and instilled knowledge and skills to execute business strategies and deliver maximum customer satisfaction to maintain profitability.
Call Center Team Lead
US Addiction
Battle Creek, MI
07.2015 - 11.2016
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Minimized process lags through operations protocols and client account management training.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Oversaw team of 22 agents focused on Inbound Scout calls
Senior Manager
READERS CROSSED AMERICA
ELIZABETH, CO
03.2011 - 12.2013
- Resolve customer complaints regarding sales and service
- Oversee regional and local sales managers and their staffs
- Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs
- Advise dealers and distributors on policies and operating procedures to ensure functional effectiveness of business.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
Manager
BUCK EYE SALES
COLUMBUS, OH
01.2008 - 06.2010
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints
- Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods
- Instruct staff on how to handle difficult and complicated sales
- Hire, train, and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate
- Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.
Skills
Sales expertise
Training development aptitude
CRM
Conflict Resolution
Computer Skills
Insurance coverage verification
Course development
Leadership training
Accomplishments
- Achieved full successful integration of multi facility incoming call system through effectively writing a Standard Operating Proceeder.
- Earned "$1,000,000 Club" in 2020 for consistently producing at the highest levels. Exhibiting great ambition and determination to excel in all that I done.
- Sales Shark Award 2021
- Conceptualized, developed, and executed a project that increased the organizations bottom line by 2.1% in the first quarter
- Provided feedback that increased over all safety for employees and operators on a process that was 15 years old
- Held first-point-of-contact for all internal and external communications with executive-level officers.
Affiliations
- International Customer Service Association
- Freemason
- Job
- The Order of the Eastern Star
- Woman's Co-Op
Software
Auto Dialer
G Suite
Five9
Certification
Behavioral Intervention Training
Timeline
Customer Service Representative
Two Men And A Truck International
08.2019 - 11.2021
5th Hand
WESTROCK
12.2018 - 01.2019
Certified Ethics Officer, US Addiction
01-2016
Director of Client Services
US ADDICTION
07.2015 - 12.2018
Call Center Team Lead
US Addiction
07.2015 - 11.2016
Behavioral Intervention Training
01-2015
Senior Manager
READERS CROSSED AMERICA
03.2011 - 12.2013
Manager
BUCK EYE SALES
01.2008 - 06.2010