Sandra Melchor Email & Phone Number

Houston, Texas, Us

Houston, Texas, Us

• Increased revenue by ~$500K through creation and implementation of referral programs.• Designed centralized customer care center to streamline operations and improve efficiency in customer resolutions.• Executed contact center (NICE-inContact) and a CRM (SalesForce) utilizing analytical and managerial skills.• Implemented Net Promoter Score (NPS) metric for assessing customer loyalty for company brand, products and services, and additional customer feedback programs (surveys, product reviews, social media, analytics).• Improved efficiencies of stores by developing guest services and manager standardization processes.• Developed and implemented communication strategy for all customer facing material.• Defined the customer experience journey by maintaining a customer focused vision and imparting vision on team.• Enacted rewards programs (Refer a friend, Realtor program & Designer program) to increase loyalty and sales.• Utilized Power BI reporting to better understand all parts of the business.• Successfully created a process to control holding unnecessary inventory.• Implemented training program for new call associates, implementing cadence training to increase product knowledge proficiency. • Automated the process to request reviews from customers to improve operational efficiency. • Streamlined the communication process for our internal and external customers.

Carle Place, Ny, Us

• Led Customer Care Team of 60-70 team members, including customer service inbound, delivery support, customer relations, order management, warranty and store support. • Oversaw 1000 – 1700 call per day, 1200 service orders per month, 600 deliveries daily.• Awarded with the Leadership Quarterly Award (Q3 2017) for the improvements in customer service.• Significantly increased profitability by charging customers for inspections, a cost not covered by manufacturer warranties, which dramatically reduced volume of requests for inspections by 60%.• Improved company's social media presence by developing and implementing new strategy to handle social media complaints and positive feedback.• Evaluated team performance though analyzing associate trend reports and daily outcome reports. • Streamlined operational processes to improve efficiency, implementing NPS and First Call Resolution.

Houston, Texas, Us

• Led ~30 employees in handling warranty and customer issues for $4B retailer with 3700 US stores. • Directed accurate and friendly handling of 1800-2200 claims/month and of 400-500 telephone calls/day. • Honored with Company Trust award for 2010, following nomination and vote by 3000 sales personnel and managers.• Evaluated performance of customer service staff by preparing and analyzing warranty and customer reports monthly, and generate management reports on claims and outcomes. • Provided leadership and performance improvement coaching to staff at multiple touchpoints.• Prepared annual evaluations and made termination decisions in high staff retention department. • Interviewed candidates and made hiring decisions, following pre-selection by recruiters, as well as cooperating with staffing agencies to hire temporary employees. • Successfully onboarded several hundred employees following acquisition of 20+ companies. • Managed escalated customer issues and oversaw resolution of corporate correspondence.• Researched social media comments and post responses and respond to BBB web complaints. • Handled legal cases and conducted legal research and correspondence, appeared in small claims courts, and educated a district manager to appear in other court locations. • Supported acquisitions by creating and executing conversion plans for service and warranty processes.

• Led support services for internal departments, international support center in Canada and independent sales reps.• Generated weekly and monthly reports on sales, commissions, collections and statistics. • Resolved issues with multi-level sales commissions, commercial plans & conditions, promotions • Significantly improved efficiency and accuracy by developing new and automated procedures.