Melanie Grady Email and Phone Number

As Director of Operations at Virtual Expert Solutions Ltd I had various roles.One of the first being production manager: I monitored agents throughout the day, handled quality assurance to confirm that all our clients needs would be met by the prospect; as well as, the admin side of coordinating with our clients' representatives, tracking was set up and recorded, I made day before confirmations and sat in on each meeting to ensure our prospect joined our client's meeting.As a client liaison I met with clients weekly via Zoom to ensure that our company was properly addressing their needs. I also created and generated various reports using Microsoft Excel to inform our clients on KPIs such as daily number of calls, which queue the prospects were in at the time of reporting, show rate reports, along with other pertinent information they requested us to track.As an IT person, I set up our dialer and all integrations from it to our collaboration channels in Slack and our Zoho CRM.Whenever an agent was having technical issues I would help to to address and resolve the issue.I also handled admin & clerical tasks such as tracking hours, and generated payroll for all employees.

I briefly worked as a dispatcher handling incoming calls whenever a tow was needed, occasionally we also got calls for AARP customers, some calls were for battery replacements, lockouts, and tire changes.

As a customer service associate, I handled stocking in my department, assisting customers with locating products, helping customers research which replacement part was needed for their equipment, and placing orders for customers when we did not have the item in stock.

I worked on the CSpire cell phone technical support contract. handling incoming customer inquiries involving their cell phone bills, new orders, adding new lines, assisting with insurance claims; however, the main role was as technical support involving issues such as factory data resetting a cell phone, walking a customer step by step through using a feature of their phone, backing up their device, connecting Apple watches, etc.;

I captioned a variety of videos for educational, TV, and online usage.

I handled outbound phone calls, specifically for B2B appointment scheduling potential new business clients with our sales teams for the platforms and services they offered along with sending free copies of the book they released at the time.

I handled outbound B2B appointment scheduling and record cleansing for new prospects.

I handled incoming phone & chat customer services issues in a timely manner while providing excellent customer service & meeting KPI's. Majority of the issues I addressed involved password resets, returns, gift card issues, and locating customer orders en-route.

I handled all phone orders and food preparation for the next day; however, I often assisted with cooking orders, carrying out items to tables, and checking out customers.

As a team associate, I was responsible for greeting customers, stocking products, and ringing up customers’ orders when they were ready to check out.