Melody Esch Email & Phone Number

Des Moines, IA, US

Des Moines, Iowa Area

Waukee, IA

• Direct the delivery of administrative and operational support designed to promote revenue growth by providing exceptional levels of customer satisfaction
• Manage customer service team and oversee overall department workflow
• Make effective independent decisions representing day-to-day issues
• Ensure professional contact with customers which upholds Atlantic Bottling’s brand image
• Create and report department performance goals and metrics
• Develop standard operating procedures (SOPs) for department

West Des Moines, Iowa

• Compiled documentation for 45+ queues to transfer knowledge to Policies and Procedures and our vendor team leveraging the department subject matter experts in each queue. Organized training of information for transfer.
• Developed a project spreadsheet and project timeline that encompassed all information for the parties involved and met the timeline objectives developed by senior leadership.
• Organized and facilitated both daily and weekly meeting to ensure that timelines were being met, roadblocks were addressed, and follow up items were finalized.
• Facilitated a smaller transition to offsite in conjunction with this project and delivered all the same as above.

West Des Moines Iowa

• Led multiple lines of business in the course of 2 years, including 3 at one time for a nine month period. This included managing a business with revenue exceeding $3 million per month.
• Responsible for providing excellent sales and customer service through the development and performance management of team members by inspiring, monitoring, coaching, and providing feedback.
• Promote the sale of products, strengthen customer relationships, and mentor/coach inside personnel.
• Administrative duties include hiring, scheduling, performance management, and application of organizational policies and procedures.

Pella, Iowa

• Manage day to day functions of a team of 15 call center representatives. Managed all aspects within the department, including scheduling, metrics, call monitoring, coaching, corrective action, and IPDA’s.
• Manage projects and key initiatives to drive improvement and implement standard work processes; collaborate with outside areas to complete projects as needed.
• Collaborate with supervisors and leads at both Call Center locations; Pella and Portland, to ensure all areas of the business are included and department synergies created.
• Responsible for presentations, meetings, and arranging for agent training and mentoring.

Lead a final line of up to 50 team members and ensure all aspects of Safety, Quality, Productivity, were maintained consistently. Participated on Teams and Special Projects

West Des Moines Iowa

Create a Website for a local DJ, lighting, and events coordinator. Assist with and develop all marketing materials for the business. Attend promotional events and recruit business, networking. Develop and manage social networking profiles such as facebook and blogs. Help with the planning and organization of events. Partner with other local event.

Managed store staff in all departments throughout daily operations, floor, logistics, accounting, customer service.