Shelly Charge Email & Phone Number

Jacksonville, Florida, United States

Lead a team of inbound and outbound Customer Service Agents responsible for scheduling service appointments for national and local automobile dealerships.• Coach and mentor agents to meet or exceed QA goals and call center metrics.• Monitor calls for quality and to identify agents’ areas of opportunity.• Responsible for employee payroll, disciplinary action, and terminations.

Jacksonville, Florida, United States

Led a team of Front-line Managers, agents and Tier-2 support in an inbound, omni-channel contact center responsible for providing customer service and credit card fraud and disputes resolution services for a global financial client. • Provided leadership direction, coaching and mentoring to managers to ensure teams met CSAT, QA, staffing and other key contact center metrics.• Conducted bi-weekly coaching sessions with direct reports.• Provided daily, direct client support and contributed during weekly business reviews.• Prepared reporting on key initiatives and/or Ad Hoc reports as needed.

Jacksonville, Florida, United States

Led a team of customer service professionals within an inbound/outbound contact center handling voice, media, and web contacts for residential and commercial customers.• Designed and implemented a call quality assurance form and monitoring program due to lack of quality measurement; after implementation, increased call quality 25% from baseline within three months.• Identified procedural gaps and implemented strategies to improve agent performance and increase customer satisfaction.• Created and implemented disposition codes for tracking all inquiries resulting in the ability to track new sales revenue and lost revenue due to cancellations and price increases.• Resolved executive complaints.

Jacksonville, Florida, United States

Ensured KPIs were met or exceeded for voice and media contacts across seven contact centers for the Customer Service organization. Identified process gaps and authored business processes. Developed reports, maintained Access database, and assisted Workforce Managers with analysis and results reporting.• Created and implemented a new call quality monitoring form to better capture measure of customer experience.• Developed training material for NICE system, soft skills, excellent customer service and more; delivered training.• Collaborated with Customer Service Managers, Supervisors and Trainers to ensure compliance to voice and media quality standards for over 300 CSRs.

Jacksonville, Florida, United States

Provided E-Commerce support and leadership to Customer Service, Sales, Sales Support and other internal departments for all The Home Depot Pro apps and websites.• Identified issues with websites and apps and communicated to E-Commerce VP, E-Commerce Director, IT Analysts, Senior Application Developers, and other IT team members.• Created continuation and new hire training material and delivered training to 100+ Web Support Associates.• Performed UAT, functionality and usability testing for all The Home Depot Pro websites and apps.• Provided direct client support and facilitated training for national accounts.

Atlanta, Georgia, United States

Recruited physicians and healthcare professionals for permanent or locum tenens placement.• Specialized in recruitment of Oncologists, Cardiologists, Neurologists and Psychiatrists• Sourced applicants by researching and identifying candidates via internet sites, social media, and job postings.• Determined applicant qualifications by interviewing applicants, verifying references, and comparing qualifications to job requirements.

Atlanta, Georgia, United States

Led a team of inbound/outbound contact center representatives within a start-up national daily deals site.• Developed policies and procedures to increase customer and merchant satisfaction and retention. • Identified potential revenue impacting trends and provided recommendations to Sales VP and Finance VP.• Managed social media presence via Facebook and reputation management with the BBB.• Created new hire and continuation training for all Customer Service Representatives; delivered training.

Atlanta Metropolitan Area

Managed a team of call center representatives responsible for inbound and outbound sales and service calls for existing Universal/ARS and The Home Depot heating and air customers.• Acted as liaison to The Home Depot.• Frequently visited The Home Depot stores to assess and identify customer needs and develop sales strategies.• Created sales training to transition Customer Service Representatives to a blended Customer Service and Sales role.

Atlanta, Georgia, United States

Served in various roles for the then largest ad network that served 18 million local businesses around the U.S. The company reached more than 140 million unique users across 250 web and mobile sites. Positions included:Merchant Acquisition Specialist (2011 – 2012)Aggressively prospected for new business by making 80+ outbound calls daily targeting national businesses to sell online advertising campaigns. Assessed customers’ needs and matched with suitable solutions to increase revenue and profitability. National Account Manager (2010 – 2011)Successfully managed over 85 national brand CPM, PPC, mobile and online marketing ad campaigns across Citygrid, Urbanspoon, Insider Pages and over 250 partner networks. Worked directly with advertising agencies assisting with inquiries and resolving account issues. Assisted with billing and collections as well. Merchant Content Manager (2008 – 2010)Coached and developed a team of SEO ad writers/content editors toward crafting dynamic copy for CitySearch advertisers. Tracked team productivity and impact on company revenue. Recommended improvements to copy, graphic design and images. Generated and delivered weekly reports for executive team. • Identified underperforming marketing campaigns and optimized content which boosted advertisers’ exposure and customer utilization from as low as 20% to as high as 100%.Senior Account Representative (2007 – 2008) Served in a high-volume customer service and sales role handling inbound calls and email requests from Citysearch advertisers, potential customers, and site users. Resolved any ad related issues. Developed and implemented training curriculum and procedures for entire department. • Boosted new advertiser enrollment for Citysearch’s PFP (Pay-for-Performance) campaigns through an aggressive plan of action consisting of daily, ongoing prospecting and sales.