Linda Sanderson Email & Phone Number

Remote

• Catapulted Gross Merchandise Sales (GMV) and Gross Profits (GP) year to date; exceeded targeted goals by up to 80%.• Collaborate with Marketing, IT, Customer Service & Accounting departments daily to ensure awareness and understanding of Trusted Merchant Program (TPM) and its impact on business and profitability. • Developed a stringent TPM prospecting process ensuring alignment of website consumer base and merchant’s product line. • Conduct weekly, monthly & quarterly merchant calls to communicate marketing initiatives, sales results, review of goals by category & SKU, customer service issues and general merchant relationship management. • Review and analyze merchant sales daily managing gross profit goals through increase SKU listings at category level as well as removing merchants for under performance. • Added 26 merchants in 8 months • Managed budget forecasting, goal setting and performance reporting for all accounts.• Identified strategic partnerships and gathered market information to gain a competitive advantage

• Successfully managed the activities of all team members in multiple locations.• Created training manuals targeted at resolving even the most difficult customer issues. Recruited, managed and mentored new customer service representatives.• Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.• Provided detailed monthly departmental reports and updates to senior management.• Routinely prepared and evaluated CRM reports to identify problems and areas for improvement. Effectively communicated with team members to maintain clearly defined expectations.• Lead on and off-site customer support teams across multiple time zones.• Developed great rapport with the customer base by handling difficult issues with professionalism.