Melissa Hartman
Philadelphia,PA
Summary
Personable and dedicated customer service manager. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
21
21
years of professional experience
Work History
Inside Sales Manager
Airline Hydraulics
Bensalem, PA
03.2012 - Current
- Managed a team of 40 plus inside sales representatives, providing guidance, coaching and training.
- Scheduled regular team meetings to discuss current projects and processes, provide updates on progress, and share best practices.
- Established strong relationships with key customers by providing timely responses to inquiries, addressing concerns and resolving issues quickly.
- Created detailed quotes outlining product offerings, pricing models, delivery timelines and payment terms.
- Monitored daily sales activities of the inside sales team members through reports generated from the CRM system.
- Identified areas where processes could be improved within the organization in order to streamline operations.
- Managed performance and salary reviews.
- Fielded customer feedback and complaints.
- Monitored employee productivity and motivated team to meet department goals.
- Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
- Developed and implemented strategies for providing excellent customer service experience.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Inside Sales Representative
Infologix, Inc.
Warminster, PA
03.2006 - 08.2011
- Provided customer service and support to clients in a timely manner.
- Prepared sales orders for processing, ensuring accuracy of information provided by customers.
- Developed relationships with vendors regarding products and services.
- Maintained up-to-date knowledge of company products, services, pricing policies, promotions, competitors.
- Resolved customer inquiries promptly and professionally via phone or email communication channels.
- Contributed ideas for process improvements within Sales Support operations.
- Performed administrative duties such as filing documents and updating records as needed.
- Provided training and guidance for new team members when necessary.
- Processed customer orders, exchanges and returns and kept customers informed about progress.
- Communicated with sales department and account executives to update account information.
Customer Service Representative
American Meter Company
Horsham, PA
01.2004 - 03.2006
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Education
High School Diploma -
William Tennent High School
Warminster, PA06-1997
Skills
- Account Management
- Customer Service Management
- Client Support
- Customer Relationship Building
- Workflow Management
- Talent Development
- Complaint resolution
- Training and mentoring
- Handling Escalations
- Staffing coordination
- Decision-Making
- Team Building and Leadership
- Excellent time management skills
- Staff Training
- Customer Retention
- Work Prioritization
- Meticulous attention to detail
- Management of remote employees
- Training programs
- Problem-Solving
- Customer Relationship Management (CRM)
- Effective workflow management
- Adherence to high customer service standards
- Relationship Building
- Performance Evaluations
- New Hire Training
- Purchasing and procurement
- Customer Relations
References
References available upon request.
Timeline
Inside Sales Manager
Airline Hydraulics
03.2012 - Current
Inside Sales Representative
Infologix, Inc.
03.2006 - 08.2011
Customer Service Representative
American Meter Company
01.2004 - 03.2006
High School Diploma -
William Tennent High School
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