Melissa Peppers

• Helped customers every day with positive attitude and focus on customer satisfaction.
• Verified accuracy of customer account information and updated when necessary.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Took ownership of customers issues to follow problems through to resolution.
• Provided customers with detailed information on company products, services and materials.
• Responded to customer inquiries via phone, email and web-based platforms.
• Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Responded to customer calls and emails to answer questions about products and services.

• Worked with the Marketing Manager and our Team to increase sales percent for our clients.
• Created sale day collateral including handouts, posters, and banners. This included checking FUEL to make sure all materials were current and correctly branded.
• Using AS400 I updated pre and post sales for Manheim.com for Manheim Atlanta.
• Updated sale materials for our outside sales team members on Seismic.
• Planned, procured, and executed promotional giveaways for my clients. This included quarterly KAM accounts at the auction level.
• Used social media platforms (Facebook and Instagram) to increase the activity for sale day.
• Learned to create campaigns, reports and update correct templates for email purposes through Salesforce, Marketing Cloud, and Exact Target. Making sure to stay in the correct guidelines of Manheim and customers branding.
• Weekly client meetings to discuss upcoming sales and any wins or losses for the previous sale week. Maintaining this relationship helped the client feel at ease knowing I was doing all I could for them.
• Weekly sales reports/recaps on my accounts which included: sales%, sales efficiency, and gains/losses. I also did special KAM client quarterly recaps and Co-Ops.
• Legal requests for any promotion I planned using the Onit tool.
• Hotel and transportation accommodations for incoming internal and external customers.
• Created and updated a spreadsheet to organize reimbursement for our clients who had hotel/airfare bills, pull reports on the business transactions, and requesting reimbursement checks.

• Communicated with clients on requests for run numbers.
• Ran sales reports to help clients be successful in selling their vehicles.
• Continued to build relationships with new and current customers.
• Earned reputation for being thorough and always making sure to follow through each issue good or bad.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.

• Planned and researched to identify business growth opportunities for both dealer and commercial clients.
• Trained on Salesforce reporting and campaign building.
• Developed leadership skills while helping my team succeed in growing our commercial and dealer clients business.
• Helped our post sale inspection team by taking in requests from clients, printing reports for the mechanics, inputting the results into AS400, and calling the clients back with results. This helped grow my relationships with our clients.
• Planned, shopped/budgeted, created, and executed promotional giveaways in lane. Themed food and decorations for each promotion in lane.

Customer Service Representative - skills and experience:

• Made 75+ outbound calls per day to inform clients about upcoming auctions.
• Documented conversations with clients to track requests, problems and solutions.
• Helped external clients with accommodations for their visit to our sales.
• Cultivated impactful relationships with customers that are still strong today.
• As the role evolved into a Marketing Specialist more was expected so I learned more.

Marketing Specialist - skills and experience: The previous roll just evolved into more duties with a title change, same department.

• Worked with the Marketing Manager to increase sales percent for our clients.
• Created sale collateral including handouts, posters, and banners.
• Planned, shopped, created, and executed promotional giveaways in lane, including catering and lane/lobby decorations.