Melanie Horsburgh
Lancaster,PA
Summary
Strategic communications professional with extensive corporate experience developing and implementing innovative digital, internal and external sales strategies. Presents advanced writing, strategic planning and corporate communications skills. Committed to supporting company's initiatives and programs.
Overview
4
4
years of professional experience
Work History
Account Representative
ASSA ABLOY Inc.
08.2023 - Current
- Implemented customized account plans to meet individual client needs.
- Identified and implemented process improvements to maximize efficiency.
- Achieved revenue targets by developing targeted account strategies.
- Built relationships with customers and community to promote long term business growth.
- Set and achieved company defined sales goals.
- Consulted with businesses to supply accurate product and service information.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Quoted prices, credit terms and other bid specifications.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Maintained current knowledge of evolving changes in marketplace.
- Achieved or exceeded company-defined sales quotas.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Managed over 50 customer calls per day
- Increased sales by 10%
Customer Service Representative
Spectrum Brands
03.2022 - 08.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Implemented and developed customer service training processes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and team productivity by promoting operational best practices.
- Managed over 60 customer calls per day
Consumer Service Specialist
Spectrum Brands
12.2020 - 03.2022
- Used fact-finding sales methods to customize company programs and services and strove to obtain new business.
- Analyzed order integrity in product assortment, pricing, allocations and scheduled ship dates.
- Worked with customers continuously and sustained and improved business relationships.
- Delivered outstanding customer service through effective and timely resolution of various customer inquiries and concerns.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Managed over 80 customer calls per day
Assistant Manager
Christopher & Banks
12.2019 - 08.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Created employee schedules to align coverage with forecasted demands.
- Developed strategy to increase sales and drive profits.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Increased sales by 15%
Education
Bachelor of Arts - Communications Leadership & Public Advocacy
Bloomsburg University of Pennsylvania
Bloomsburg, PA05.2021
Skills
- Data Tracking
- Account Management
- Sales Expertise
- Correspondence Writing
- Researching and Tracing
- Problem Resolution
- Organizational Skills
- Customer Engagement
- Updating Customer Accounts
- Enterprise Resource Planning
- Client Analysis
- Problem-Solving Strengths
Timeline
Account Representative
ASSA ABLOY Inc.
08.2023 - Current
Customer Service Representative
Spectrum Brands
03.2022 - 08.2023
Consumer Service Specialist
Spectrum Brands
12.2020 - 03.2022
Assistant Manager
Christopher & Banks
12.2019 - 08.2020
Bachelor of Arts - Communications Leadership & Public Advocacy
Bloomsburg University of Pennsylvania