Melissa Lipp

Direct customer service and support sales operations allocating a $2M operating budget. Managed inside sales team of 16 US Multi state and off- shore- based service and claims (18) including call center operations that interface with contractors, sales teams, customers and handle customer intake for new equipment products and corresponding parts. Promote cross-functional collaboration in order to improve customer experience, which include coordinating with IT to develop new customer-facing website, e commerce and implement customer satisfaction surveys. Evaluate and improve business processes to enhance speed, accuracy and output. Identify, document and address root causes for service level failures and implement remediation plans. Emphasize employee development and engagement with a focus on clear communication, representing employees needs and concerns, valuing input and providing opportunities for growth and education. Oversee recruiting and hiring using analysis and time studies to assure appropriate staffing.

• Spearheaded Salesforce implementation and integration of configure, price, quote to facilitate rapid generation of quotes and streamline sales processes while accommodating highly customizable product catalogue
• Improving quote turn around time from 48 hours to same day or before.
• Increased order accuracy from 92&% to 98.5%
• Developed surveys, quality programs and training measures to improve service KPI's. reducing abandoned calls from 14% to under 1.2% and team error rates from 8% to under 1.5%.
• Coordinated roll out of standardized procedures for customer facing operations and providing guidance on order entry, shipping and post shipment processes
• Championed a company-wide culture shift towards customer-centricity, fostering an environment where every employee prioritized exceptional service delivery.
• Acted as a trusted point of contact for key clients, providing personalized support and attention to detail that fostered long-lasting relationships.

Responsible for managing OEM, Retrofit, Domestic and International sales and associated inside sales representatives in collaboration with the outside sales and commissions representatives. Collaborated with project managers on the retrofit processes, ran reporting in the ERP system with further reporting to the executive leadership team. Developed new processes and procedures which were further implemented into the ERP system. Responsible for attending trade shows as well as customer visits.

• Handled customer relations issues, enabling quick resolution, and client satisfaction.
• Managed a very busy, fast paced team of 15 sales employees maintaining a workload of $700k-1.2M on a daily basis.
• Built long-lasting client relationships through excellent customer service and consistent followups.
• Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
• Met with clients, delivering presentations, and educating on product and service features and offerings.

• Increased customer satisfaction by addressing and resolving client concerns efficiently.
• Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
• Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
• Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
• Responsible for a team of 8 and training all new support staff and providing personalized service to more than 30 accounts each both domestically and internationally.
• Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
• Boosted sales by implementing effective training programs for new and existing employees.
• Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.

Responsible for the quote and order process including post shipment and RFI's for all OEM and National accounts. Processed $1M in orders a day.

• Resolved complex problems to positively impact sales and business direction.
• Expanded national account portfolio through strategic prospecting and effective sales presentations.
• Coordinated regular meetings with national accounts to review performance metrics, address concerns, and discuss potential areas of improvement.
• Increased market penetration by growing brand awareness.
• Maintained a high level of industry knowledge through ongoing research, attending conferences, and networking with industry professionals.