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Sales Customer Service

Duluth, Georgia, United States
March 21, 2019

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Melanie Gordon



A proven, influential leader with diverse experience in Sales and Customer Service offering over 18 years of experience specializing in Contact Center environments to effectively manage team performance to consistently achieve company goals and objectives. Utilizes Quality Assurance Systems Witness, Nice and HyperQuality to listen and provide coaching to agents for sales presentation and customer service improvement skills. Drives performance culture by providing feedback around goals and expectations. Extensive experience in developing scorecard dashboard metrics, KPI’s,sales analytics, managing large teams of seasonal, part time and full time agents within Contact Center capacities through inbound, outbound, email and chat contacts.

Areas of expertise include: evaluating and improving agent performance, relationship building, team collaboration, customer retention, contact center operations, workforce management, standard operating procedures, predictive dialer, quality assurance, coaching and development, sales management, emails, live chat, inbound and outbound call center


Customer Service & Quality Assurance Manager

Allgood Plumbing Electric Heating and Cooling

June 2018 – Present Snellville, GA

Manages all customer contact for the business within the call center via Avaya, Skype, Angies List, Homeadvisor, Webcontacts, and live chat

Manages and develops the Customer Service Department, which includes hiring, terminating and disciplining employees, scheduling employees, setting work priorities, conducting staff meetings, counseling and training employees, evaluating performance and directing work assignments to ensure effective departmental operation.

Identifies and implements continuous improvement initiatives by analyzing and implementing enhancements to current customer service systems and processes.

Manages and maintains a high call capture rate of all demand service calls by Customer Service Representatives.

Performs call evaluations and provides feedback and/or suggestions for improvement.

Researches complex issues and communicates with departmental personnel to resolve discrepancies.

Manages outbound telemarketing program to better market existing customer base.

Communicates with customers and departmental personnel via telephone, email, and/or written correspondence to answer inquiries and provide information.

Ensures that sales goals are attained by assisting in generating sales leads for products, equipment and services.

Prepares forecasts of future volume as well as analyses of current and past call volume.

Manages call slip volume to ensure adequate workload for technicians.

May assist departmental managers in tracking parts, providing customer repair estimates and other activities that affect daily operations.

Conducts customer surveys for quality assurance and generates reports for distribution.

Works closely with dispatching to ensure consistent communication of service information and appointments. May have overall management responsibility for the dispatch function.

Gathers data and statistics to generate productivity reports and various spreadsheets.

May maintain warranty and maintenance contract information and files. May generate warranty invoices and submit to the corporate office for payment.

Answers overflow telephone calls and transfers to the appropriate departments.

Performs record management by creating folders, filing and updating information as needed.

Customer Care Manager

Synovus Financial Corporation

February 2017 – May 2018 Athens, Georgia

Manages the customer care contact center, including 60 direct/indirect reports.

Advising Supervisors on a variety of complex issues. Develops, reviews and recommends objectives and procedures. Establishes standards and guidelines for interaction with customers. Administers policies as they affect the customer contact center banking operations.

Sets standards, guidelines and policies within customer contact center.

Monitors center activity to ensure that customer service & production standards are met & maintained.

Develops & monitors quotas for service volume & timeliness. Works with other members of management team to address problems when they arise.

Ensures activities run smoothly & efficiently across multiple, complex functions such as division calls, online banking & mobile banking, level 2 maintenance.

Develops & implements standard operating procedures to provide an excellent customer experience along with streamlined work flow.

Creates & maintains a culture that is equally driven by sales & outstanding customer experience.

Responsible for prioritizing work & delegating tasks to ensure proper coverage of functions.

Monitors individual & team results to identify and act on both positive & negative performance trends & adjust procedures as needed.

Encourages & develops sales skills in employees. Promotes cross selling & up selling of products & services.

Monitors performance & trains employees with respect to achieving excellent customer experience and company sales goals.

Provides leadership, direction, & growth opportunities to members of the department. Responsible for interviewing, hiring, planning, assigning or directing work, appraising performance, performance management with team members & resolving problems.

Works with the Human Resources Department to resolve more complex team member related issues.

Manages attendance, timecard approvals, adjustments, vacation and paid time off tracking.

Position relocated to Columbus, GA

Manager Branch Customer Service

Mary Kay Inc.

June 2015 – November 2016 Suwanee, Georgia

Manages a team of 20 Contact Center Customer Service Representatives (over half bilingual Spanish) supporting all aspects of Sales Force with 9 skill-based queues in Virtual Queue with 160+ representatives across 3 time zones. Agents communicate with clients through emails, inbound and outbound contacts.

Facilitates & Supports all Branch Training initiatives for new hires, ongoing refreshers and skill level additions.

Manages Agent Metrics using Avaya for average talk time, average hold times, workforce management schedule compliance, pre-and post-exception planning, total service factor, after call work time. Manages Attendance per business guidelines

Handles Sales Force escalations, provides support to cross-functional teams including Sales Development, Internet Supports Services, and 4 other Branch locations across United States.

Verifies Branch invoices through PeopleSoft Finance

Utilizes PeopleSoft HR to facilitate Performance Management

Reviews and approves all credits issued to Sales Force

Leads Projects to create Customer Operations Efficiencies

Partners with Director to engage Sales Force for local events including planning and hosting 2 major events annually.

Works closely with Distribution to ensure Sales Force concerns are addressed in package handling, returns, and urgent ship requests.

Provides one-on-one coaching with agents monthly to performance feedback through Quality Coaching and Performance Statistics

Participates in monthly conference calls with all locations to ensure best practices

Effectively manages all performance by documenting individual development plans, coaching, and counseling plans.

Holds monthly Team meetings to train on new product and support corporate initiatives

Manages Kronos Timecard system for weekly payroll. Position Relocated to Dallas, Tx

Outbound/Web Sales Supervisor

Rollins, Inc.

February 2013 – June 2015 Covington, GA

Nov 2013 to June 2015

Outbound / Web Sales Supervisor

Supervises team of up to 32 Contact Center agents including responsible for calling web submitted inquiries, Inbound Sales Agents, and Western sales

Operates 2 jobs (weborkin & lost leads) within the Avaya Proactive dialer utilizing Editor, Monitor and Analyst to manage team performance

Partner with Sales Director to launch Pilot to Success of Lost Lead Program generating over $800k in additional revenue YTD 2015.

Proactive Dialer started for all programs being used at that time manage dialer queues

All other duties listed below in Sales Supervisor capacity • Earned 2014 President’s Club Award for doubling Contact Center Sales in one fiscal year.

Feb 2013 to Nov 2013

Inbound Sales Supervisor

Contact Center queue Management to ensure agents remain available and productive, advising agents of excessive non-available time; aux, break, after call work time, admin, coaching time

Coaching & Development-this encompasses working with agents on a daily basis as necessary

Listen and review by responding to Voice of the Customer calls with direct report agents

Quality Calibration-Review agent calls through ClearMetrix for QA calibration and additionally as necessary for agent coaching

Kronos updates (with appropriate comments) as necessary regarding missed punches, VTO’s, notating sick leave, vacation requests

Manage Team Meeting / Huddles weekly as necessary

Create and Manage Contact Center Sales Contests for individual teams to incentivize performance

1:1 with each agent after end of month presenting Dashboard/reviewing performance measurements

Attend each Sales Team Meeting/being prepared with input requested

Answered incoming sales calls as necessary after ensuring all agents are remaining productive

Each day provide agents with Daily and MTD sales statistics review of performance

Run agent statistic reporting and update Sales boards daily

Conducts annual performance appraisals

Participates in seasonal/new hire interviews as needed by recruiting

Direct Sales & Service Supervisor

Chico's FAS, Inc.

August 2008 – April 2011 Winder, GA

Manages team of 30 Contact Center Customer Consultants to provide sales & service to 3 retail brands, Chico’s; White House Black Market; Soma Intimates

Serves as Contact Center Email/Chat Supervisor for remote agents to measure quality, productivity and all designated performance stats

Provides Quality Assurance Monitoring to ensure the highest level of service is met. Required 2 per consultant per month. Provides daily feedback of performance metrics to individuals and team

Maintains weekly/monthly scorecards by utilizing Avaya CMS for productivity, Spirit Scheduling (attendance/timekeeping) SAP Business Objects (Sales Reporting)

Maintains time sheets for payroll on a weekly basis

Holds regular communication meetings for awareness of changes with specific products, system alerts

Provides style-out training for new product with monthly mailers

Answers internal help line and provides 1st point of contact for escalations

Conflict resolution & customer retention expert

Places orders using Oracle ATG if approval line exceeded by consultant

Trains & facilitates new hire on boarding through monitoring during transition period

Issues and transfers funds via SmartClixx (gift card system)

Researches and issued credits for lost shipments/missing items

Merges account duplication through internal Market Works system

Utilizes Citrix to access banking system for preauthorization/credit settlements

Served as 18 month contact Supervisor for Point of Sale Help Desk consultants including troubleshooting registers, hardware, telecommunications, printers, barcode scanners

Provides step progression performance appraisals on 2 month, 6 month, and annual basis

Interviews, hires, trains, administer disciplinary actions, manages performance

Additional History available upon request


2006 to 2007 Axia (UOP) College Online Business Management

1996 to 1998 Emmanuel College Franklin Springs, GA Business Administration

2002 – AS/400, EDI

2003 – Motivational Skills for Managers

2004 – Introduction to Managerial Leading

2004 – Witness Systems Certified

2004 – Developing Effective Leadership, Training and Accountability

2004 – Computer Telephony Integration with SIEBEL Systems

2005 – SAP Implementation Training

2006 -, ERP software certified

2006 – Ensync/Ariba dealer support environments

2007 – Hedberg Dealer Training / Quality Control

2009 – Coaching for Development, Oracle ATG

2010 – Coaching for Total Performance

2013 – Customer Service & Sales Training – Orkin Brand

2014 – Crucial Accountability, Inside Out Coaching

2014 – President’s Club Winner

2015 – Oracle CRM / Avaya Telecom Training

2016 – Aspect WFM software

2017 – Extensive Financial Products & Service Training totaling 60+ credit

2017 – 3rd Quarter Diamond Award nominated

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