Melissa Roberson
Hixson,TN
Summary
Dedicated Customer Care Manager with over 15 years of experience leading high-performing teams and improving customer satisfaction. Proven track record building productive, healthy customer care teams with a customer-focused, one-call resolution approach. Focused on building productive partnerships between customer care and all departments within an organization to keep operations sustainable and scalable.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
Work History
Customer Care Manager
EnergyEarth LLC
Chattanooga, TN
04.2017 - Current
- Supervise and coordinate customer service staff to ensure proper coverage and support on phones, live chat, SMS, and email for both North America and United
- Facilitate customer service practices for both B2C and B2B with a focus on scalable and sustainable business practices and policy
- Create and maintain KPIs including call volume, speed of answer, queue times, abandons, rep availability, etc., to ensure SLAs and company metrics are being met
- Perform duties and provide service in accordance with established operating procedures and company policies
- Monitor and communicate customer pain points to IT and sales to improve customer experience
- Build customer relationships by responding to inquiries, identifying and assessing customers' needs, resolving problems, and following up with existing customers
- Monitor metrics and develop actionable insights to improve efficiency and performance
- Partner with legal and sales to formulate contract language around SLAs and reporting requirements for new and prospective clients
- Track and communicate feature requests from current customers for future product development
- Write and edit company press releases, some marketing and website copy, as well as assist with drafting policy responses to clients and customers
- Manage digital and drop ship retail product catalogs by adding and editing products on a regular basis
- Primary admin for RingCentral VOIP phone system companywide
- Research, vet, and implement contact center software
- Negotiate contact center vendor contract language and pricing
- Create and maintain call queues, IVR recordings, and company phone numbers
- Manage and foster interdepartmental relationships to ensure cooperative business practices for scalability
- Maintain multichannel contact center queues and reporting in TalkDesk
- Assist fulfillment team with vendor management in both North America and United
- Kingdom to ensure customer orders and stock requirements are being fulfilled
- Assist project management with writing, developing, and maintaining client training and marketing materials to ensure best customer experience and highest level of customer support
- Create and maintain departmental SharePoint to communicate training materials and program changes to the wider customer care team
- Write and develop training materials for new customer service representatives
- Write and develop operations manual for departmental practices
Customer Care Manager
OnePoint Technologies
Woodstock, GA
05.2010 - 04.2017
- Organized daily workflow and assessed appropriate staffing to provide optimal service
- Applied best practices in customer service and employee management to exceed organizational goals
- Provided customer service support via phone and email
- Wrote and developed training materials for new customer service representatives
- Wrote and developed operations manual for company-wide documentation
- Developed and improved website usability and design for residents and clients
- Audited more than 200 clients' information each month to ensure billing accuracy
- Processed payments sent via web and postal mail daily
- Provided technical support for website to residents and clients
- Developed new employees and on-going performance assessment of current employees
- Performed duties and provided service in accordance with established operating procedures and company policies
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Created customer support strategies to increase customer satisfaction
- Conducted training and mentored team members to promote productivity and commitment to friendly service
Education
Master of Arts - Professional Writing
Kennesaw State University
Kennesaw, GA 08.2012 - 07.2015
Bachelor of Arts - English Language and Literature, Writing
Grand Valley State University
Allendale, MI 04.2004 - 04.2008
Skills
Customer Relations
Team Building
Schedule Management
Training and Mentoring
Cross-Functional Collaboration
Creative Problem Solving
Technical Support
Call Center Operations
Written and Oral Communication
Analytical and Critical Thinking
Process Improvement
Timeline
Customer Care Manager
EnergyEarth LLC
04.2017 - Current
Master of Arts - Professional Writing
Kennesaw State University
08.2012 - 07.2015
Customer Care Manager
OnePoint Technologies
05.2010 - 04.2017
Bachelor of Arts - English Language and Literature, Writing
Grand Valley State University
04.2004 - 04.2008