Summary
Overview
Work History
Education
Skills
Timeline
Melody Poore

Melody Poore

Marketing
Opp,AL

Summary

Seeking full-time, remote position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to help my team achieve company goals.

Overview

25
25
years of professional experience

Work History

Marketing Manager

Andalusia Distributing Company, Inc.
02.2017 - Current
  • Developed and implemented marketing strategies to use for launches, rebranding campaigns and promotions.
  • Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
  • Created and managed social media campaigns to increase brand engagement.
  • Executed comprehensive marketing plans that consistently achieved targets for increased revenue.
  • Generated sponsorships with related and partnering entities to enhance marketing objectives.

General Manager Assistant

Andalusia Distributing Company, Inc.
05.2018 - Current
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
  • Formulated policies and procedures to streamline operations.
  • Managed sales, marketing and customer account operations efficiently.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Customer Service Manager

Andalusia Distributing Company, Inc.
07.2018 - 08.2022
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Kept accurate records to document customer service actions and discussions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Followed through with client requests to resolve problems.
  • Created and reviewed invoices to confirm accuracy.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Established team priorities, maintained schedules and monitored performance.
  • Defined clear targets and objectives and communicated to other team members.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Customer Service Representative

Sitel, Inc.
01.2015 - 01.2017
    • Data entry for orders placed through Talisma for clients
    • Participated in various incentive programs and contests designed to support achievement of production goals
    • Prepared sales contracts and new account set up forms for customers in order to complete their order transactions
    • Used consultative selling skills to identify opportunities, overcome objections, build relationships and turn cold canvassing into sales
    • Utilized Zoho CRM to manage and maintain detailed customer database
    • Assessed customer needs and recommend the best solutions.

Manager (Coach / Learning Specialist) – Numerous clients/accounts

Sitel, Inc.
01.2013 - 01.2015
    • Coach - Worked directly with CSR's, clients, district/regional managers, and peers to achieve and maintain account goals
    • Coach - Increased team performance through conducting weekly 1:1s with CSR's, leading team meetings, and developing innovative processes for improving performance
    • Coach - Measured, analyzed, and projected team performance using various resources including Excel, Word, Power Point
    • Coach – Managed CSR attendance, performance, and behaviors and issued corrective actions as required
    • Coach – Terminated employment of CSR's when necessary
    • Learning Specialist – Used role playing, simulations, team exercises, group discussions, videos and lectures to instruct participants in a variety of ways
    • Learning Specialist – Assessed training needs through surveys, interviews with employees, focus groups and consultation with managers
    • Learning Specialist – Organized training for new employees as well as up-training for existing employees
    • Learning Specialist – Used a variety of assessment tools and strategies to improve instruction methods.

Operations Manager

Sitel, Inc.
01.2011 - 01.2013
  • Worked closely with clients to identify their needs and challenges and provide solutions-oriented campaign themes
  • Cultivated and managed relationships with clients, project leaders, and CSRs
  • Managed project deadlines and monitored milestones through completion stage
  • Line management responsibility for Coaches/Team Managers who are responsible for managing day-to-day operations of a team of Agents/Advisors handling customer questions and issues
  • Ensured internal metrics are consistently achieved and appropriate actions taken to address any shortfall
  • Applied a process of continuous review and proactive management of absenteeism and attrition across all teams taking appropriate action where necessary
  • Ensured client satisfaction surveys were undertaken and action plans implemented and reviewed
  • Prepared, analyzed and presented data to the client as part of monthly performance reviews
  • Ensured integrity and accuracy of financial reporting and analysis on both site and client level.

Manager (Coach / Learning Specialist) – Numerous clients/accounts

Sitel, Inc.
01.2004 - 01.2011
    • Coach - Worked directly with CSR's, clients, district/regional managers, and peers to achieve and maintain account goals
    • Coach - Increased team performance through conducting weekly 1:1s with CSR's, leading team meetings, and developing innovative processes for improving performance
    • Coach - Measured, analyzed, and projected team performance using various resources including Excel, Word, Power Point
    • Coach – Managed CSR attendance, performance, and behaviors and issued corrective actions as required
    • Coach – Terminated employment of CSR's when necessary
    • Learning Specialist – Used role playing, simulations, team exercises, group discussions, videos and lectures to instruct participants in a variety of ways
    • Learning Specialist – Assessed training needs through surveys, interviews with employees, focus groups and consultation with managers
    • Learning Specialist – Organized training for new employees as well as up-training for existing employees
    • Learning Specialist – Used a variety of assessment tools and strategies to improve instruction methods.

Customer Service Representative / CSR Mentor

Sitel, Inc.
01.2003 - 01.2004
    • Identified and solved technical issues with a variety of diagnostic tools
    • Participated in various incentive programs and contests designed to support achievement of production goals
    • Defined, documented, and trained technical best practices.

Independent Sales Representative

Rainbow Authorized Dist.
01.2002 - 01.2003
    • Conducted in-home demonstrations
    • Prepared sales contracts
    • Analyzed historical sales data and set/maintained goals for sales.

Store Manager

Friendly's Shell
01.2000 - 01.2002
  • Managed employees, including their scheduling to cover all hours of operation
  • Accurately maintained cash drawer with a responsibility for accounting and preparing/dropping cash deposits
  • Built & maintained a relationship with delivery vendors with a responsibility in decision making of shelf stock
  • Responsible for inventory/ordering of everything sold in store at all times.
  • Approved regular payroll submissions for employees
  • Managed inventory control, cash control, and store opening and closing procedures
  • Reconciled daily sales transactions to balance and log day-to-day revenue
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices

Education

AA Degree -

LBW Junior College, Andalusia, Al
12.1997
Leadership Officer, Phi Theta Kappa (2-year college honor's society)

Skills

  • Strong verbal/written communication and facilitation skills
  • Strong interpersonal skills and experience demonstrating successful customer/client relationship management
  • Microsoft Office Suite (Outlook, Excel, Word, PowerPoint, Publisher)
  • IPay / ADP
  • Policy Implementation
  • Marketing
  • Customer Relationship Management (CRM)
  • Time Management
  • Staff Training and Development
  • Key Performance Indicators
  • Schedule Preparation

Timeline

Customer Service Manager - Andalusia Distributing Company, Inc.
07.2018 - 08.2022
General Manager Assistant - Andalusia Distributing Company, Inc.
05.2018 - Current
Marketing Manager - Andalusia Distributing Company, Inc.
02.2017 - Current
Customer Service Representative - Sitel, Inc.
01.2015 - 01.2017
Manager (Coach / Learning Specialist) – Numerous clients/accounts - Sitel, Inc.
01.2013 - 01.2015
Operations Manager - Sitel, Inc.
01.2011 - 01.2013
Manager (Coach / Learning Specialist) – Numerous clients/accounts - Sitel, Inc.
01.2004 - 01.2011
Customer Service Representative / CSR Mentor - Sitel, Inc.
01.2003 - 01.2004
Independent Sales Representative - Rainbow Authorized Dist.
01.2002 - 01.2003
Store Manager - Friendly's Shell
01.2000 - 01.2002
LBW Junior College - AA Degree,

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