Melanie Hardigree

IT- Call Center, Quality Assurance, Customer Support

Augusta, GA 30907

adyqqc@r.postjobfree.com

+1-706-***-****

I am looking for a position where I can learn as I grow within the company. I have several years of customer service experience and currently working on my degree in IT. I am dedicated, loyal and reliable. I am self motivated and able to handle multiple tasks at once to their finish. I enjoy meeting new people and rising to meet new challenges. Thank you in advance for your consideration! Authorized to work in the US for any employer

Work Experience

Internet Sales Consultant

Athens Chevrolet - Athens, GA

January 2019 to Present

Respond to internet inquiries and correspond with customers via phone, email and text, pre-qualifying customers and scheduling appointments for sales specialists, running sales reports and data entry on multiple software platforms.

The position started as full time, but became a part time remote position after the onset of Covid-19 in 2020.

Quality Manager

Voxpro - Athens, GA

October 2015 to January 2019

Review and score live and recorded calls to insure quality. Review calls with agents to identify and and discuss coaching opportunities. Monthly calibration sessions with other team managers to discuss quality trends and concerns. Coach on sales opportunities and techniques to drive metrics. Run and review sales and call reports with agents and managers as well as assist with onboarding and offboarding. I was also responsible for data entry on multiple software platforms. Unfortunately, Voxpro closed its Athens, GA office after only a few years.

Customer Care Manager

DialAmerica Marketing Inc - Athens, GA

January 2008 to October 2015

Implement and execute policies and procedures for Sales department as directed by the corporate blueprint

• Motivate Team Leaders through training and coaching to exceed set performance expectations and hold them accountable when expectations are not met

• Communicate with Shift Managers, Recruiting & Retention Manager, Operations Manager and Center Director regarding agent profile and retention issues on regular basis

• Ensure that the sales team is meeting all Center, Divisional, Corporate and Client expectations in all areas of performance

• Inspire by providing effective and consistent leadership, relationship building, and reward and recognition

• Develop and implement daily and weekly performance game plans through the utilization of all coaching and development tools available

• Meet with potential new clients to discuss program expectations and to showcase the centers methods of metrics tracking

Teleservices Representative

DialAmerica Marketing Inc - Athens, GA

July 2007 to January 2008

Answered calls for Intuit Merchant Services

• Educated and enrolled customers on the product

Assistant Customer Service Manager

Bed Bath and Beyond - Athens, GA

September 2003 to July 2007

• Assisted management in overseeing sales floor activity

• Assigned daily floor tasks

• Supervised and supported sales staff to ensure departments were maintained appropriately and daily tasks completed to managements expectations

• Provided ongoing active coaching to sales staff on ways to provide first class customer service

• Assisted floor staff with inventory, stock duties, cash register coverage Education

Associate in Occupational Technologies in IT

Miller-Motte College - Augusta, GA

2022 to Present

High school diploma

Lakeside High School Evans - Evans, GA

June 1993

Skills

• Quality Assurance (10+ years)

• QA (10+ years)

• Business Development (7 years)

• Cold Calling (5 years)

• Prospecting (10+ years)

• B2B (8 years)

• Lead Generation (10+ years)

• Telemarketing (10+ years)

• Call Center (10+ years)

• management (10+ years)

• microsoft office (10+ years)

• sales (10+ years)

• salesforce (4 years)

• marketing (6 years)

• Excel (10+ years)

• Microsoft Excel (10+ years)

• Quickbooks (10+ years)

• retail sales (10+ years)

• Communications (10+ years)

• Customer Service (10+ years)

• CRM (10+ years)

• Powerpoint (5 years)

• Word (10+ years)

• Outlook (10+ years)

• English (10+ years)

• Account Management (10+ years)

• Account Reconciliation (10+ years)

• Office Management (7 years)

• Recruiting (5 years)

• Bank Reconciliation

• Accounts Receivable

• Accounts Payable

• Supervising experience (10+ years)

• Outbound sales (5 years)

• Conflict management (10+ years)

• Management (10+ years)

• Analysis skills

• Windows (10+ years)

• Live chat (5 years)

• Leadership (10+ years)

• Training & development (10+ years)

• Inside sales (10+ years)

• Team management (10+ years)

• Research (5 years)

• Google Docs (10+ years)

• Project management (5 years)

• Agile

• Employee evaluation (10+ years)

• Process improvement

• Negotiation

• HubSpot (5 years)

• Google Suite

• Quality control

• E-commerce

• Retail management

• B2B sales

• Mentoring

• Time management (10+ years)

• CRM software (10+ years)

• Assistant manager experience

• Management

• Technical support

• Documentation review

• Motivational interviewing

• Human resources

• Benefits administration

• Journal Entries

• Customer relationship management

• Database management

• Call center management

• Typing

• Presentation skills

• Direct sales

• Data collection

• Microsoft Word

• DNS

• Scripting

• Microsoft Outlook

• Communication skills

• Telecommunication

• Microsoft Access

• Active Directory

• Scrum (7 years)

• Marketing automation

• Zendesk

Certifications and Licenses

Driver's License

Assessments

Typing — Proficient

April 2019

Transcribing text using a standard keyboard

Full results: Proficient

Work Style: Reliability — Familiar

October 2019

Tendency to be dependable and come to work

Full results: Familiar

Call Center Customer Service — Highly Proficient

August 2020

Applying customer service skills in a call center setting. Full results: Highly Proficient

Customer Focus & Orientation — Highly Proficient

August 2020

Responding to customer situations with sensitivity Full results: Highly Proficient

Sales Skills — Highly Proficient

July 2020

Persuading reluctant customers to buy products or services, and influencing and negotiating with customers to meet sales goals.

Full results: Highly Proficient

Customer Service Manager — Proficient

August 2020

Managing customer service representatives and resolving customer issues Full results: Proficient

Sales Fit — Proficient

August 2020

Assesses personality traits that are important for sales roles. Full results: Proficient

Customer Service Fit — Proficient

July 2020

Measures the traits that are important for success for customer service roles Full results: Proficient

Active Listening — Proficient

August 2020

Actively listening and appropriately responding in conversations Full results: Proficient

Receptionist — Highly Proficient

September 2020

Using basic scheduling, attention to detail, and organizational skills in an office setting. Full results: Highly Proficient

Sales skills — Highly Proficient

August 2020

Influencing and negotiating with customers

Full results: Highly Proficient

Customer service fit — Proficient

July 2020

Measures the traits that are important for success for customer service roles Full results: Proficient

Management & leadership skills: Impact & influence — Highly Proficient September 2020

Choosing the most effective strategy to inspire and influence others to meet business objectives. Full results: Highly Proficient

Work style: Conscientiousness — Expert

August 2020

Tendency to be well-organized, rule-abiding, and hard-working Full results: Expert

Call center customer service — Highly Proficient

September 2020

Applying customer service skills in a call center setting Full results: Highly Proficient

Management & leadership skills: Planning & execution — Proficient June 2021

Planning and managing resources to accomplish organizational goals Full results: Proficient

Customer focus & orientation — Highly Proficient

July 2021

Responding to customer situations with sensitivity Full results: Highly Proficient

Call center customer service — Highly Proficient

August 2021

Demonstrating customer service skills in a call center setting Full results: Highly Proficient

Filing & organization — Highly Proficient

March 2021

Arranging and managing information or materials using a set of rules Full results: Highly Proficient

Working with MS Word documents — Proficient

June 2021

Knowledge of various Microsoft Word features, functions, and techniques Full results: Proficient

Basic attention to detail — Proficient

August 2021

Identifying differences in materials, following instructions, and detecting details among distracting information

Full results: Proficient

Verbal communication — Highly Proficient

August 2021

Speaking clearly, correctly, and concisely

Full results: Highly Proficient

Scheduling — Highly Proficient

March 2021

Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Highly Proficient

Teamwork: Interpersonal skills — Proficient

November 2021

Responding to challenging team situations at work

Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

I am looking for a new opportunity where I can implement my unique leadership and service skills to grow within an institution. I am dedicated, loyal and reliable. I am self motivated and able to handle multiple tasks at once to their finish. I enjoy meeting new people and new challenges. Thank you in advance for your consideration!

Contact this candidate