Michelle Merrick Email & Phone Number

Manasquan, Nj, Us

Aventura, Florida, United States

Executive team member responsible for the strategic direction of a medical marketing company. Conducted a reorganization by promoting, hiring, and training directors, managers, and other staff members for the operations, account management, technology, and marketing departments. Developed a new process for the sales team, including cleaning all CRM data to accurately report on leads, customers, and sales activities. Supervised an offshore development team and other vendors to launch an updated online directory of medical providers. Cut annual marketing costs by $18,000 while increasing both B2C and B2B lead generation.

Salt Lake County, Utah, United States

Marketing automation for an education company focused on high school dropout recovery. Developed a plan to solve the synchronization issue between HubSpot and Salesforce. Launched a new HubSpot instance and connected it to Salesforce while maintaining a second HubSpot instance. Worked as the liaison between the marketing, business operations, and Salesforce IT departments to ensure all leads were successfully entered into Salesforce while ensuring the needs of all business units were met.

Aventura, Florida, United States

Marketing automation for an anti-aging brand marketing company. Provided HubSpot, Salesforce, Pardot, Marketing Cloud, Mailchimp, and Zapier administration for both B2B and B2C divisions of the company. Responsible for creating and providing technical support for all marketing automation including forms, field mappings, complex workflows, list segmentation, and zaps. Created and implemented processes for the Sales and Operations teams to ensure HubSpot CRM data was accurate and up to date. Developed and maintained all HubSpot reporting dashboards on sales and marketing metrics. Edited and published all B2B and B2C emails, newsletters, and related digital assets.

Boston, Massachusetts, United States

Freelance marketing support for an ophthalmology consulting company. Responsible for all social media communication. Designed, wrote and published all marketing email campaigns.

Denver, Colorado, United States

Freelance sales, marketing, and client services for a change management training and consulting company. Provided HubSpot administration. Responsible for writing and publishing a weekly blog on various change management topics. Redesigned company’s HubSpot housed website and landing pages. Designed, wrote, and published email campaigns. Responsible for all social media communication. Provided customer service to new and current clients on an as-needed basis.

Alexandria, Virginia, United States

Managed an outsourced, virtual call center of over 50 FTEs handling an average of 55,000 calls per month for a customer service solution company. Hired, trained and supervised 4 Team Leaders, 2 Escalation Managers and more than 80 agents. Responsible for day-to-day operations of three distinct departments. Ensured all service level standards of a high volume call center were met, including abandon rate, percent in 20, average talk time and average handle time. Served as secondary contact for corporate client relationship with MasterCard and provided them with performance metrics on a daily, weekly, and monthly basis.

Alexandria, Virginia, United States

Managed two teams of remote employees including the Senior Team. Provided daily support to 20 team members including supervising, coaching, and team building. Managed the day-to-day operations of the concierge call center, including case management, call volume, employee breaks and escalated customer issues. Responsible for phone and email quality control, by administering company’s quality program on a monthly basis. Created and published schedule for the Senior Team to ensure client service standards were met. Hired and trained all new Senior Team members.

Alexandria, Virginia, United States

Responsible for providing concierge services via phone, email and chat room to top level clients and all new client demo requests. Researched and drafted email responses for extremely large, difficult or international requests. Consistently ranked in top 5% of concierges by receiving at or near 100% quality scores. Served as the Manager on Duty on an as needed basis. Active participant in the new hire mentor program.

Atlanta, Ga

Managed a team of Client Relations personnel responsible for customer service and inside sales for training, publishing and consulting company. Managed day-to-day operations of division including recruiting, hiring and training all team members and oversaw a small call center environment where book and material orders were taken. Met with potential clients at training seminars and trade shows.

Atlanta, Ga

Served as focal point for all domestic and international client contact. Managed workshop enrollment process, took material orders, and answered general questions about company's services. Represented company at training seminars and trade shows. Developed and implemented a plan to grow Client Services department.

Atlanta, Ga

Provided administrative support for Workshops and Publications division. Responsible for accounts receivable.