Melissa Anderson Email & Phone Number

Greeneville, Tennessee, United States

Overseeing daily operations, managing staff, ensuring compliance with QA requirements, and providing coaching agents to provide exceptional customer service. Also responsible for analyzing team attainment to goals, identifying trends, and developing strategies to improve the team performance.• Supervise agent activities to maintain quality customer interactions drive sales and obtain monthly quota requirements.• Train products and pricing, ensure agents are proficient in order entry and provide continued education and follow up skill inspection.• Motivate, build and maintain agent excitement around company focused products.• Assisted in opening new vendor location. Provided feedback to vendor and align agent activity to meet company expectations.

United States

• Supervise chat agent activities to maintain quality customer interactions.• Train products and provide continued education.• Motivate, build and maintain agent excitement around company focused products.• Provide feedback to vendor and align agent activity to meet vendor expectations.• Perform quality scans of agent interactions and provide coaching, skill-transfer andcorrective action, as needed.• Compile and submit metric attainment and performance reports to vendors as required.• Ensure agent understanding of current promotions and known trouble-tickets.• Oversee day to day agent activities and performance.

Johnson City, Tennessee, United States

• Supervise agent activities to drive sales and obtain monthly quota requirements.• Train products and pricing, ensure agents are proficient in order entry and providecontinued education and follow up skill inspection.• Motivate, build and maintain agent excitement around company focused products.• Accept escalated calls from customers that request a supervisor contact and follow up withthe customer to ensure satisfaction.• Perform quality scans of agent interactions and provide coaching, skill-transfer andcorrective action, as needed.• Compile and submit metric attainment and performance reports to vendors as required.• Boost excitement around spotlight products during times of gap-closure.• Oversee day to day agent activities and performance.