Melissa Richardson, Mba Email and Phone Number

I was made a permanent employee by Dealshield in November of 2014, after having been contract only through APEX Systems. Dealshield is a newer start up with Manheim, and offers assurance to dealers who purchase the coverage on the vehicles at auction. We are expected to take calls regarding purchases, returns, and refund inquiries. We are also expected to sell the Dealshield product, including scripted product branding. Explicit knowledge of auction jargon, processes and procedures required. It was also necessary to have a good understanding of accounting practices. • Salesforce.com: Daily use of Salesforce.com CRM to input cases.• Strong Customer-Centric Focus: Developed and presented a presentation on building rapport. I provide support to our customers through phone and email, and am the go-to person of my team for customers, inter- office teams, and colleagues in customer support. • Account Management: I also handle basic to complex issues for several of our largest customers, to which I was their point of contact.• Special Research Projects: Required in-depth knowledge of auction systems, and jargon to locate missing titles and correct charges. • Collections: Accounting required us to contact customers with delinquent accounts• Cross-Team Collaboration and Strategy Building: Works closely with the DS360 program managers, and other teams, to develop strategies for existing and new customers to improve sales and customer relations.

Rasmussen College is a private institute of higher education. We offered numerous programs varying from nursing, business, health sciences, justice studies, education, design and technology. Student Engagement Representatives were expected to be a jack of all trades. Our position required a vast knowledge of programs, accreditation, credit transfers, entrance requirements, and more. Using this information we were expected to call on campus and pay per inquiry leads, which lead to answering questions, transferring prospective students to program managers, and setting appointments. ● Salesforce.com: Used Salesforce to track new and current leads, by setting events, logging calls and updating notes. ● Detail Oriented and multi-tasking: My position required for me to call, chat, email and text simultaneously. ● Special Projects and Project Management: We routinely started new projects to assist our online or any one of our 26 campuses. ● Lead Generation and Drive for Results: Generated new leads in salesforce by using Live Person chat to engage with inquiries. Exceeded goals for appointment setting and calls. ● Brought Recognition to Department and Team: Underwent Program Manager training, and won two contests, one being the signing of the coveted t-shirt; this was due to being the first in my cohort to get an application from an inquiry. The other was for being able to use appropriate questions to engage inquiries.

Outsell, LLC is a digital marketing firm. We offer digital services to the automotive industry. In the Customer Interaction Center, we offer our clients chat services. Agents, currently, are expected to handle two different chat platforms. They communicate with our clients’ customers generating leads through the OCCS process.• Training and Team Oriented: Trained new and existing employees on OCCS sales process, customer service and three different chat platforms. As well as developed a training document, training schedule and proposal for implementation. • Detail Oriented: 97% accuracy on monthly QAs, and held the highest scores for months in a row. • Innovation: Provided an innovative idea to change names of customer interaction specialist's name in chat to retain more information from customers. This raised our metrics by about 10%. I also proposed the “back to basics” initiative to better provide customer service and generate more leads, and began to implement this new process. • Lead Generation and Drive for Results: Held an excellent capture rate of 30% capture and full capture of 60-70%.• Project Management: Handled the QA and testing for our eNewsletter links with two direct reports. • Leadership: Attended meetings, and reiterated changes to team. Fielded agent questions while working on simultaneous projects and chats. Worked hands on with agents to improve their skills and lead them to success within the department and the company. • B2B Communications: Communicated with clients regarding their leads. • Vendor Management/Technologically Savvy: Diagnosed problems with Oracle and worked on solutions to fix them.