Melissa G. Email and Phone Number

Hammacher SchlemmerDirector of Customer Experience and Corporate Sales04/2020- Current• Created and executed manageable customer care P&L • Implemented new cost savings initiatives • Collaborated with other departments to revise processes/procedures to help enhance the customer experience • Grew our corporate sales division by +60% • Implemented new platforms allowing our customers additional lines of communication- Social Media, Chat, Narvar, and SMS messaging, resulting in higher productivity, increased conversion and other benefits. • Implemented successful Upsell Program resulting in over $750 in demand sales a year• Launched two near shore customer care teams to help reduce onshore costs • Built 5-year Customer Care Improvement Roadmap • Designed VIP customer guidelines and partnered with marketing on strategies to promote sales to those customers• Recipient of “Best in Class” award from our Email platform provider • Established a VOC program to enable the CC team to advocate for our customers • Improved FCR- reduced return call rate by 10% within the first 3 months of program • Successful leadership/coaching resulting in 100% of internal customer care team members meeting their scorecards• Developed internal “Learn More to Earn More” program, resulting in reduced attrition and increased employee satisfaction• Designed and implemented new KPI’s to drive revenue and reduce budget• Established and reviewed Fraud Rules and Processes bringing our chargeback percentage to below industry standard and reducing bad debt due to chargebacks • Created standard productivity measurements and employee scorecards to analyze productivity• Created and analyze new reports to provide key statistics on performance• Enhanced operational platforms to improve agent utilization

• Oversee key components of Customer Care, including Fraud Review, Gift Card Processing and Customer Service as well as partner with the warehouse to create Excellent Customer Satisfaction• Collaborate with department leaders to continually improve customer satisfaction with all aspects of the brand, including but not limited to site experience, transactional emails, marketing emails, fulfillment, product quality/availability and social media• Implement new policies and procedures ensuring maximum productivity• Assist with sales and the RFP process• Handle escalated Client and Customer issues• Create and maintain accurate SOW’s and MSA’s• Created Customer Care Representative, Supervisor and Manager scorecard to measure productivity• Customer Care Point of Contact for 20 clients• Lead a team of 5 managers, 14 supervisors, 3 trainers and 300-500 customer care representatives to reach top notch Customer Care goal• Lead implementation of Customer Care for new clients• Managed Customer Care team to meet budgetary goals • Set short and long term goals to improve Customer experience by developing and training team members promoting constant continuous improvement

• Implement and launch new projects, including launch of additional sites• Capacity Planning• Manage team of analysts, schedulers, and RTA coordinators• Create and Review potential client SOW’s for all areas of the business• Manage Command Center• Provide financials based on production and variables • Create and maintain staffing models• Five9 certified in inbound and outbound call center programs• Create all master schedules for several programs equivalent to 250 FTE/600 associates• Manage call center floor during key periods by maintaining staffing lines and supervision of associates• Maintain all PTO, ATO, equivalencies on a headcount level• Point of Contact for Clients• Create reports to show trends in call volume and other key factors• Generate and maintain schedules in IEX based on historical feed • Create base Schedule Change Process and other scheduling processes• Provide key metrics and KPI’s to upper management daily

• Develop and implement appropriate measurements and feedback processes to manage day to day operations • Perform annual and semi-annual reviews for associates• Supervise day to day operations• Coach employees to excel at company and patient expectations • Manage a staff of 65 associates, including team leaders

• Created all master schedules off of forecasting for more than 600 agents in the call center that effectively meet business needs through coordination of shift bids, overtime and voluntary time off• Work with the client and Operations to ensure appropriate levels of staffing to achieve Service Level for ½ hour increments and daily• Analyze and monitor newly created call routing strategies and impacts to the business it may have• Sent out daily reports to management identifying root causes of Service Level loses and how to correct the issue• Analyzed trends and recommended options/solutions to Management• Review forecasts and schedules to ensure appropriate staffing• Create models off of past call volume and create shift bids to help with changes in call curves• Review agent accommodations and create schedules for them that are still within business needs. • Send out weekly reports to operations and clients and hold weekly calls recommending solutions for over/under staffing, if overtime is needed and where it is needed and what days and intervals schedulingchallenges may lie• Hiring of floor assistants. Managing them and coaching them to the level of service the company expected. • Developing them for movement within the company. When they did not perform up to standard I was responsible for creating developmental plans to help them perform better. I also created a scorecard which we used to grade their productivity• Create reports and spreadsheets in Excel for all levels of management to see based on key performance areas needed to make Service Level• Interval reports at the ½ hour level and making decisions if overtime was needed and then collecting the OT and putting it into spreadsheets for management• Implemented many processes and procedures within my department to ensure that it was ran correctly and adequately