Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Accomplishments
Employment through Acquisitions
Timeline
Generic

Michelle Merrill

Nashville

Summary

Results-driven professional with expertise in customer relationship management and conflict resolution. Recognized for enhancing team performance and delivering exceptional sales support.

Overview

14
14
years of professional experience
1
1
Certification

Work History

SSA/Team Lead

CDW
Vernon Hills
12.2021 - Current
  • Facilitated communication between departments to streamline workflow and resolve issues.
  • Developed and maintained relationships with key accounts to ensure customer satisfaction.
  • Responded promptly to customer inquiries regarding product features, pricing, availability.
  • Managed relationships with existing accounts.
  • De-escalated irate customers with communication skills and sales expertise.
  • Processed customer orders, exchanges, and returns, and kept customers informed about progress.
  • Assessed customer feedbacks and complaints and initiated corrective actions when needed.
  • Maintained accurate records of customer interactions in a CRM system.
  • Trained new sales support staff on internal processes and customer service best practices.

SSA/Team Leader

Sirius Computer Solutions
San Antonio
06.2020 - Current
  • Trained new team members on company policies and operational procedures.
  • Developed training materials to enhance team knowledge and skills effectively.
  • Assisted in conflict resolution among team members to maintain a positive work environment.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Managed customer inquiries, providing timely information and support to enhance satisfaction.
  • Developed training materials for product knowledge sessions to enhance team expertise.
  • Answered customer inquiries regarding products, pricing, and availability.
  • Resolved order issues by consulting with appropriate departments.
  • Processed purchase orders from customers in a timely manner.
  • De-escalated irate customers with communication skills and sales expertise.
  • Met and exceeded performance standards consistently for answer rate, handle time, and service quality.
  • Provided administrative support to the sales team as needed.

Manager Sales Operations

Advanced Systems Group
Thornton
05.2011 - 06.2021
  • Managed daily operations and team performance to ensure smooth workflow.
  • Developed training programs to enhance employee skills and efficiency.
  • Implemented process improvements for operational excellence and cost reduction.
  • Coordinated cross-functional projects to align departmental goals with business objectives.
  • Facilitated regular team meetings to promote communication and collaboration among staff.
  • Monitored staff performance and addressed issues.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Trained employees on additional job positions to maintain coverage of roles.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Recruited and hired qualified candidates to fill open positions.
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Resolved conflicts between employees by providing guidance on company policies and procedures.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Led a team of 6-8 employees, ensuring high productivity and excellent customer service.
  • Resolved customer complaints and issues promptly, maintaining a positive brand image.
  • Oversaw daily operations, maintaining efficiency and quality standards.
  • Conducted performance reviews for team members.
  • Delegated work to staff, setting priorities and goals.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.

Education

High School Diploma -

Skyline High School
Longmont
05-1993

Skills

  • Customer relationship management
  • Sales support
  • Team leadership
  • Conflict resolution
  • Training development
  • Process improvement
  • De-escalation techniques
  • Effective communication
  • Time management
  • Attention to detail
  • Coaching and mentoring
  • Employee engagement
  • Employee training

Certification

  • Lean Six Sigma - Yellow Belt

Affiliations

  • Volunteer for local activities such as Rock&Roll Marathon, Big Machine Music City Grand Prix
  • Member of Sterling Volunteer
  • Member of Nashville Huskers

Accomplishments

  • Earned Over Achievement award Q3 2020

Employment through Acquisitions

My tenure is 14 years and 4 months between employment with CDW, Sirius and Advanced Systems Group. Sirius acquired Advanced Systems Group, then CDW acquired Sirius. CDW has maintained my employment from Advanced Systems Group. I have developed and adapted with each acquisition and have exceeded job duties along the way.

Timeline

SSA/Team Lead

CDW
12.2021 - Current

SSA/Team Leader

Sirius Computer Solutions
06.2020 - Current

Manager Sales Operations

Advanced Systems Group
05.2011 - 06.2021

High School Diploma -

Skyline High School

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Michelle Merrill