MELISSA WARE
Summary
Driven Inside Sales Manager with a proven track record at Precision Refrigeration And Air Conditioning, LLC., enhancing client satisfaction and retention through exceptional account management and motivational leadership. Excelled in sales team leadership and utilized ACT for sales tracking, achieving significant client base expansion. Skilled in balancing motivational skills with strategic sales initiatives to exceed goals.
Overview
22
22
years of professional experience
Work History
Inside Sales Manager
Precision Refrigeration And Air Conditioning, LLC.
09.2009 - Current
- Position: Manage service technician work force and service. Create an environment with achieves ultimate customer service and satisfaction while meeting and exceeding goals.
- Dispatcher: Develop processes and tools to drive productivity. Manage directly and remotely locating service technicians via service tech.
- Service technicians: Scheduling, confirming re-routing technicians, review payroll and ordering parts. Get detailed information from the technician regarding the job status. Audit work orders for accuracy.
- Inside sales department: Cold calling, telephone sales, business to business sales. Lead qualification and generation, territory management, customer support, selling service renewals and expand customer base with in the California territory.
- Build customer relationships with key decision makers and match customer with the right solution for their needs.
- Cold and follow up calls on a weekly basis.
- Maximize revenue and deliver customer satisfaction service goals.
- Customer retention, proposals, quotes, customer inquires, account revisions, unbilled work orders. Quality assurance calls, purchase orders, multi-task, technical route changes. Coordinate any special timing requirements with the customer or any spacial needs such as coordinating with security companies.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Developed and implemented strategies to increase client retention.
- Developed strong relationships with clients through consistent communication and exceptional customer service.
- Liaised with clients via email or phone to identify and address needs, growing existing accounts through cross-selling.
- Managed sales specialists by coaching on effective sales techniques, monitoring performance and offering helpful feedback.
- Providing the best practices for inside sales techniques and continuous improvement within the department.
Work From Home Agent
Self-employed
01.2008 - 08.2009
- Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
- Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
- Navigated computer systems efficiently to access information quickly, providing accurate responses during customer interactions.
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
Account Manager, Customer Service Representative
C & L Refrigeration
11.2004 - 01.2008
- Position: Manage service technician work force and service. Create an environment with achieves ultimate customer service and satisfaction while meeting and exceeding goals.
- Dispatcher: Develop processes and tools to drive productivity. Manage directly and remotely locating service technicians via tele trac.
- Service technicians: Scheduling, confirming re-routing technicians, review payroll and ordering parts. Get detailed information from the technician regarding the job status. Audit work orders for accuracy.
- Share on call duties.
- Inside sales department: Cold calling, telephone sales, business to business sales. Lead qualification and generation, territory management, customer support, selling service renewals and expand customer base with in the California and Las Vegas territories.
- Build customer relationships with key decision makers and match customer with the right solution for their needs.
- Consistency exceeded 300 cold and follow up calls on a weekly basis.
- Maximize revenue and deliver customer satisfaction, service goals.
- Customer retention, proposals, quotes, customer inquires, account revisions, unbilled work orders. Quality assurance calls, purchase orders, multi-task, technical route changes. Coordinate any special timing requirements with the customer or any spacial needs such as coordinating with security companies.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Developed and implemented strategies to increase client retention.
Customer Service Team Lead
Closet Factory
04.2002 - 11.2004
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Initiate and close sales for a leading supplier of installation,
- Customer service renewals and expand customer base in Los Angeles territory.
- Build relationships with key decision makers and match customers with the right solutions for their needs.
- Appointment setting and confirming.
- Collections.
Education
High School Diploma -
Pasadena High School
Pasadena, CA06.1990
Skills
- Motivational Skills
- Sales Team Leadership
- Account Management
- Sales Tracking
- ACT
- Sales / Data Axle Genie
Timeline
Inside Sales Manager
Precision Refrigeration And Air Conditioning, LLC.
09.2009 - Current
Work From Home Agent
Self-employed
01.2008 - 08.2009
Account Manager, Customer Service Representative
C & L Refrigeration
11.2004 - 01.2008
Customer Service Team Lead
Closet Factory
04.2002 - 11.2004
High School Diploma -
Pasadena High School
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