Melinda Reed
Canton,GA
Summary
Assistant Operation Manager with extensive background in customer service management and client relations. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Excellent skills hiring and recruiting to develop high-performing teams. Excellent written and verbal communication skills. Proficient is all Microsoft Office programs.
Overview
23
23
years of professional experience
Work History
Assistant Manager - Operations
The Estee Lauder Companies
09.2010 - Current
- Supervised operations team to support operational excellence and excellent customer service.
- Coordinated with Director in different operational issues and promotional activities.
- Developed and maintain operational guidelines for staff.
- Monitored employee productivity and optimized procedures to reduce costs.
- Assist the Operations Associates with escalations and requests that require additional research and management approval. Requests may require additional research and interaction/coordination with ELC internal groups and our customer service and fulfillment partners.
- Collaborate with leadership team on escalated customer situations to determine the best resolution.
- Timely response to the brand e-commerce teams for requests such as inventory checks, research into order or escalated customer situations and customer insights shared via customer service channels
- Maintain a library of all Customer Service and Operations Policy and Procedures documentation
- Conduct monthly audits to validate compliance to documented to policies/procedures for customer service initiated reships, credits, returns and Loyalty points adjustments
- Working with the Senior Manager CS/Ops, provide support to the implementation of new technology to drive customer service efficiency. Technology projects include: Adyen, Salesforce and enhancements to existing tools POA, .net
- Matrix manage Ops Associate who will be assisting with the set up of new technology platforms with an eye for customer service hands-on usage and needs to drive efficiencies
Customer Service - Senior Manager
GSI Commerce
10.2000 - 08.2010
- Lead weekly meetings to connect clients and management teams related to a customer relations call center
- Created original resources used for training several teams, lead technical trainings to support the growth and development of the customer call center team
- Coordinated weekly monitoring of team members to ensure handle times, service quality, and the sharing of educated information
- Created and facilitated completion of development plans for each employee.
- Executed plan to provide customer experience improvements on all incoming calls and outgoing calls
- Managed interviews and selection process for new hires, including permanent and seasonal employees
- Managed the scheduling, assignments, vacations, and time off for customer relation representatives
- Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges
- Evaluated interactions between associates and customers to assess personnel performance
- Informed customers of sales promotions and services, and refunds or exchanges.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
Associate of Arts - Early Childhood Education
Brevard Community College
Palm Bay, FLHigh School Diploma -
Palm Bay Magnet Senior High School
05.1998
Skills
- Records Organization and Management
- Operational Planning
- Mentoring
- Resume Screening
- Strategic Vision
- Service Delivery Management
- Operational Excellence
- Guest Relations
- Employee Supervision
- New Employee Hiring
- Client Needs Evaluation
- Business Growth Initiatives
- Special Promotions Planning
- Clerical Support
- Management Training
- Team Meetings
- Job Assignments
- Developing Operational Improvements
- Employee Relationships
- Hiring and Onboarding
Timeline
Assistant Manager - Operations
The Estee Lauder Companies
09.2010 - Current
Customer Service - Senior Manager
GSI Commerce
10.2000 - 08.2010
Associate of Arts - Early Childhood Education
Brevard Community College
High School Diploma -
Palm Bay Magnet Senior High School
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