Melanie Hardigree
Augusta,GA
Summary
Experienced contact center professional with a dynamic and friendly approach. Proven track record in managing and optimizing customer service operations. Skilled in leading teams to achieve performance goals and elevate customer satisfaction. Recognized for creating collaborative environments and adapting to evolving business requirements, excelling in conflict resolution. Possesses a profound understanding of customer service principles and effective team management techniques. Capable of driving team performance and ensuring exceptional customer satisfaction.
Overview
21
21
years of professional experience
Work History
Assistant Manager
The Christmas Tree Shops
08.2020 - 06.2024
- Provided support with completing purchases, locating items and joining rewards programs
- Utilized proven customer service skills to resolve customer complaints
- Delegate tasks from a corporate level while monitoring staff, audited invoices, stock, and employee files
- Completed on-boarding and trained new employees while creating weekly schedule for employees
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
Quality Manager
Voxpro Incorporated
01.2017 - 02.2020
- Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Mentored junior staff members in best practices for quality management, contributing to overall team growth and development.
- Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.
- Implemented corrective action plans based on audit findings, resulting in measurable improvements over time.
Customer Service Manager
Dial America Marketing Inc
07.2011 - 01.2017
- Inspire by providing effective and consistent leadership, relationship building, and rewarding performance
- Motivate Team Leaders through training and coaching to exceed set performance expectations and hold them accountable when expectations are not met
- Ensure that the sales team is meeting all Center, Divisional, Corporate and Client SLA's
- Foster a positive work environment focused on teamwork and collaboration.
- Implement and execute policies and procedures as directed by the corporate blueprint
- Communicate with Shift Managers, Recruiting & Retention Manager, Operations Manager and Center Director regarding production and retention issues on a regular basis
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Meet with potential new clients to discuss program expectations and to showcase the centers methods of metrics tracking
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Enhanced communication skills of team members with targeted workshops.
- Designed incentive programs to motivate staff and improve service levels.
- Improved team morale by establishing recognition program for exceptional customer service.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted recruiting manager with onboarding / offboarding
Team Leader, Sales Operations
Dial America Marketing
01.2008 - 07.2011
- Reduced employee turnover by recognizing top performers and creating tailored development plans for underperformers.
- Streamlined sales processes to improve efficiency and productivity within the team.
- Enhanced customer satisfaction through proactive problem-solving and consistent followup.
- Implemented data-driven forecasting methods, improving accuracy and informing strategic decision making.
- Established effective communication channels within the team, ensuring timely updates on market trends and competitor activities.
- Conducted regular performance evaluations, identifying areas of improvement and adjusting training programs accordingly.
- Developed and enforced policies and procedures for compliance with company policies.
- Developed and implemented incentive programs to increase sales and customer loyalty.
Teleservices Representative
Dial America Marketing Inc
03.2007 - 01.2008
- Answered calls for Intuit Merchant Services, Educated and enrolled customers on the product
- Provided customer support while demonstrating compelling, persuasive and composed professional demeanor
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges
- Kept detailed records of customer interactions for optimal traceability
- Developed and implemented strategies to improve customer retention and loyalty
- Delivered single call resolutions and maintained customer satisfaction through quality servicing.
- Minimized escalations by identifying and addressing client needs.
- Contributed positively to the workplace culture by actively participating in team meetings, sharing ideas, and supporting colleagues when needed.
- Upsold additional products or services when appropriate by identifying opportunities within customer interactions.
- Managed multiple priorities simultaneously, ensuring timely completion of tasks and meeting deadlines consistently.
- Achieved high first-call resolution rates by effectively troubleshooting customer issues.
- Demonstrated adaptability through continuous learning of new products, services, or policy updates as required.
- Exceeded performance metrics regularly by staying focused on customer needs and providing exceptional service.
- Navigated complex software systems to access customer information quickly and accurately during calls.
- Recorded contact information of customers and potential customers in internal database.
- Overcame objections using friendly, persuasive strategies.
- Educated customers on product and service benefits, explaining features and answering questions.
Assistant Customer Service Manager
Bed Bath & Beyond
08.2003 - 03.2007
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
- within the customer service department.
- Evaluated employee performance against established goals, conducting regular reviews aimed at continuously improving productivity levels.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Supervised employees and assessed performances to determine training needs
Education
Bachelor's Degree - Computer Information Systems
University of Arkansas
02-2027
Associates Degree - IT Support
Miller-Motte Technical College
05.2024
Skills
- Data management
- Hardware and software upgrades
- Technical support
- Troubleshooting and diagnosing issues
- Performing repairs on computers and equipment
- CRM experience
- Implementing computer system requirements
- Project management
- Quality Assurance
- Integrating tools to improve customer service
- Handling multiple projects with accuracy
- Effective communication
- Problem-solving
- Customer support
- Managing customer interactions
- Resolving complaints
- Training staff in customer service standards
- Responding to inquiries
- Improving customer satisfaction and retention through proactive strategies
- Microsoft outlook, word, and Excel
- Attention to detail
- Sales operations software
- Goal oriented
- Quality control
- Money handling
- Customer focused
- Team supervision
- Inventory control
- Team leadership
- Compliance monitoring
- Training and mentoring
- People management
- Call handling
- Management support
- Decision-making
- Corrective actions
- Excellent time management skills
- Performance improvement
- Adaptability and dependability
- POS system operations
- Quality processes
- Cash handling
- Reliable and punctual
- Time management
- Adherence to high customer service standards
- Complex Problem-solving
- Professional communication
- Customer relations
- Document management
- Exceptional interpersonal communication
- Customer engagement
- Problem investigation
- Team motivation
- SOP development
- Complaint resolution
- Overseeing daily activities
- Inbound and outbound calls
- Staff training and development
- Continuous improvement
- Team building and leadership
- Quality improvement
- Staff supervision
- Quality training
- Data entry
- Task delegation
- Exceptional telephone etiquette
- Mentoring
- Goal setting
- Quality metrics
- Conflict resolution techniques
- Leading team meetings
- Stress tolerance
- Staff management
- Total quality management
- Workload management
- Documentation
- Conflict resolution
- Statistical analysis skills
- Handling escalations
- Coaching
- Retail operations
- Team building
- Objection handling
- Employee scheduling
- Team Training
- Call control
- Customer rapport
- Recruiting and interviewing
- Customer satisfaction
- Training and coaching
- Customer relationship management (CRM)
- Mentoring and coaching
- Performance monitoring
- Key performance indicators
- Policy enforcement
- Call center operations
- SOP adherence
- Employee performance evaluations
- Client communication
- Project management abilities
- Product and service solutions
Timeline
Assistant Manager
The Christmas Tree Shops
08.2020 - 06.2024
Quality Manager
Voxpro Incorporated
01.2017 - 02.2020
Customer Service Manager
Dial America Marketing Inc
07.2011 - 01.2017
Team Leader, Sales Operations
Dial America Marketing
01.2008 - 07.2011
Teleservices Representative
Dial America Marketing Inc
03.2007 - 01.2008
Assistant Customer Service Manager
Bed Bath & Beyond
08.2003 - 03.2007
Associates Degree - IT Support
Miller-Motte Technical College
Bachelor's Degree - Computer Information Systems
University of Arkansas
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