MELISSA BALDREE
Acworth
Summary
Dynamic Customer Service Manager with a proven track record at Hapag-Lloyd America, LLC, excelling in team leadership and training. Expert in delivering customer-focused solutions and enhancing service quality, resulting in improved satisfaction scores. Adept at cross-functional collaboration and personnel development, driving operational excellence and fostering strong client relationships.
Overview
22
22
years of professional experience
Work History
Customer Service Manager
Hapag-Lloyd America, LLC
Dunwoody
05.2022 - Current
- Managed inbound calls from customers; addressed inquiries, complaints, and other requests for assistance.
- Resolved escalated customer issues using problem-solving techniques to enhance satisfaction.
- Managed customer service staff by communicating expectations and monitoring and analyzing results.
- Coached staff and provided feedback to elevate performance and align with company objectives.
- Led team of customer service representatives to ensure quality standards are met.
- Monitored daily operations of customer service department, tracking call volume and quality assurance scores.
- Collaborated with cross-functional teams on initiatives that drive positive customer experiences.
- Refined Change of Destination process resulting in improved customer experience.
Training Team Manager
Hapag-Lloyd America, LLC
Peachtree Corners
11.2019 - 05.2022
- Created and launched comprehensive training program to ensure new employees understood company policies, procedures, and processes.
- Designed and delivered engaging training sessions to employees across multiple departments.
- Presented training courses for employees, utilizing various approaches such as lectures, demonstrations, role-playing, and group activities.
- Facilitated monthly meetings with trainers to address challenges in effective delivery of instructional material to participants.
- Conducted regular assessments to evaluate the effectiveness of training initiatives and measure knowledge retention rates.
- Analyzed employee survey data to identify gaps in current training offerings and develop targeted solutions accordingly.
- Recommended changes to management for enhancing learning environment based on feedback and observations.
- Developed and maintained training materials, including user guides, quick-reference cards and job aids.
- Applied a blended learning approach to training and development, combining classroom teaching and online learning.
- Established relationships with external vendors to provide additional resources for training activities.
- Developed an internal database tracking system to monitor progress of each trainee from enrollment through completion of coursework and training objectives.
Area Southeast eBusiness Manager
Hapag-Lloyd America, LLC
Kennesaw
01.2016 - 11.2019
- Designed and implemented Area e-Business strategy and plan of action in line with global e-Business strategy.
- Maintained up-to-date knowledge of e-Business solutions across the supply chain and all e-channels, ensuring staff remained informed of changes.
- Developed e-Business training material, scheduled and conducted training for Sales and Customer Service staff as required.
- Conducted in-person customer visits to promote e-Business tools.
- Registered customers for special online business initiatives, ensuring proper setup and access.
- Monitored and provided analysis on e-biz KPI's.
- Tracked and traced 315 EDI bookings, addressing any issues related to EDI bookings and missing scorecards or event requests.
- Maintained INTTRA registration for Area customers.
- Monitored quality of incoming and outgoing data, executing corrective actions to enhance data accuracy and integrity.
Export Customer Service Team Lead
Hapag-Lloyd America, LLC
Kennesaw
06.2010 - 01.2016
- Managed customer service staff, communicated expectations, and monitored performance to drive team accountability.
- Led team of customer service representatives to ensure quality standards are met.
- Enhanced team performance through targeted coaching sessions.
- Conducted performance reviews and coached staff to enhance skills and meet company objectives.
- Monitored daily operations of the customer service department including call volume metrics and quality assurance scores.
- Utilized problem solving techniques to quickly resolve escalated issues from customers.
- Coordinated with sales and billing teams to resolve customer issues efficiently and improve overall service quality.
- Collaborated with cross-functional teams on initiatives that drive positive customer experiences.
- Designed training materials for new hires on best practices for providing excellent customer service.
- Developed training modules and documentation to train staff.
- Managed inbound calls from customers; addressed inquiries, complaints, and other requests for assistance.
- Represented business in marketplace and developed relationships with key accounts to promote and market business.
Customer Service Representative
Hapag-Lloyd America, LLC
Kennesaw
07.2004 - 06.2010
- Selected by my peers for Best Internal Customer Service - 2008, Most Dedicated - 2009, and Best Overall Customer Service - 2010.
- Established relationships with key clients through proactive communication efforts.
- Monitored team performance against customer service standards to ensure quality service delivery.
- Assisted team members with issues, system questions and processes.
- Initiated and conducted Team Lead meetings with team and other leaders to streamline processes and resolve departmental issues.
- Handled special accounts - Intl Paper, Eastman, Invista, Imerys, and Mead Westvaco.
- Trained as member of Acer training team, delivering training locally and globally to enhance team capabilities.
- Conducted new hire training courses for the Export department.
- Department Super User and member of project testing teams for Routing Proposal and Interactive Web Schedule.
Education
Bachelor of Science (B.S.) - Psychology
Kennesaw State University
Kennesaw, GA, US05-2002
Skills
- Customer service and support
- Customer-focused solutions
- Team leadership
- Staff training
- Coaching expertise
- Personnel development
- Conflict resolution
- Interpersonal communication
- Relationship building
- Time management
- Attention to detail
- Cross-functional collaboration
Personal Information
Title: MANAGER
Timeline
Customer Service Manager
Hapag-Lloyd America, LLC
05.2022 - Current
Training Team Manager
Hapag-Lloyd America, LLC
11.2019 - 05.2022
Area Southeast eBusiness Manager
Hapag-Lloyd America, LLC
01.2016 - 11.2019
Export Customer Service Team Lead
Hapag-Lloyd America, LLC
06.2010 - 01.2016
Customer Service Representative
Hapag-Lloyd America, LLC
07.2004 - 06.2010
Bachelor of Science (B.S.) - Psychology
Kennesaw State University