"I can say, without reservation, that Melissa exceeded all expectations...

"
MELISSA LEHMAN HOFMANN
475 Piedmont Road
Columbus, Ohio 43214
(614) 397-6559
melissalehman29@gmail.com
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CUSTOMER RELATIONSHIP MANAGEMENT SPECIALIST
Client Communications * Analysis & Reporting * Lean Six Sigma
Service-driven and client-centric with proven performance in customer relationsh
ip management and KPI achievement-recipient of the Departmental Key Performance
Indicator award ('09) and Highest Customer Satisfaction Rating honor ('07 & '08)
. Detail oriented yet capable of seeing the big picture and understanding the im
pact each client interaction can have on relationship and revenue stream sustain
ability. Commended for excellent written and verbal communication skills and the
ability to perform in an often high-pressure environment with a calm and ration
al approach. Assume heightened levels of accountability with ease, developing a
reputation for being the 'go-to' person when support is needed from internal and
external stakeholders.
* Relationship Cultivation
* Workflow Management
* Problem Resolution
* Key Account Management
* Continuous Improvement
* KPI Achievement
* Training & Mentorship
* Report Generation
* Teamwork
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EXPERIENCE & CONTRIBUTIONS
Emerson Network Power, Liebert Services - Westerville, Ohio, 2002-present
Associate Customer Relationship Manager (2006-present)
Manage relationships and execute service agreements with a $2.5M portfolio of ke
y accounts including Cincinnati Children's Hospital, GMAC, Sprint, Anheuser-Busc
h, and UPS; additionally provide ad hoc support to the relationship manager char
ged with lead management responsibility for the Walmart account. Coordinate resp
onse to standard and escalated service calls requiring initiation, tracking, and
monitoring of timelines to ensure achievement of key performance indicators (KP
Is). Follow up with clients to ensure trouble tickets are completed to their sat
isfaction. Generate reports disseminating KPIs to client-side and internal manag
ement teams. Assist in training new CRMs.
* Serve as the 'go-to' person for all service- and invoicing-related inquiries f
or key accounts, building collaborative relationships with clients to fuel achie
vement of strong and sustainable business relationships.
* Rank as a top performer consistently placing in the top 5% of a 20-person team
, a considerable achievement given the responsibility of handling the highest vo
lume of accounts (7) of any peer in the department.
* Assumed the responsibility of additional accounts due to company restructuring
 or customer additions, resulting in zero slippage on KPI results and strengthen
ed customer relationships.
* Participated in Lean Six Sigma projects, providing an opportunity to implement
Yellow Belt training to drive continuous process improvements; contributed to A
rea of the Year honors for the East Area.
* Develop communicative relationships with clients; vendors; and Vendor Manageme
nt, Customer Relations Management, and Field Operations Departments to facilitat
e expeditious project completion.
* Plan and serve as a liaison during clients' trips to Liebert's home office, ar
ranging itineraries, meetings, and presentation materials to cultivate client re
lationships and maximize the impact of the offsite meeting.
* Developed thorough departmental training manual.
Senior Customer Relationship Administrator (2005-2006); Customer Relationship Ad
ministrator (2002-2005)
Liaised between the customer and internal team members, working diligently to ex
pedite resolution of account-related concerns for such clients as Boeing, Level
3, and Constellation Energy. Processed client requests and initiated contact wit
h the appropriate internal stakeholder to remedy issues and drive completion of
preventive and corrective maintenance services for multimillion-dollar contractu
al agreements. Named Associate of the Quarter in '04.
* Effectively managed a demanding client with professionalism and patience, bein
g commended for the ability to "switch gears" to meet client's reporting and fol
low-up requirements.
* Crafted concise and poignant written communications to convey critical message
s to internal and external audiences; facilitated communications with clients, v
endors, subcontractors, and peers.
- Foundational Experiences -
Muskingum College - New Concord, Ohio
Gallery Attendant, Art Department (1999-2001)
* Worked in concert with the Department Chair to research art genres, prepare pr
ess releases, plan special events, arrange the gallery for exhibitions, and orga
nize the school's permanent gallery collections.
Muskingum College of Art - New Concord, Ohio 1999-2001
Publicity Crew Member, Theatre Department (1998-2001)
* Developed layouts and content for press releases, posters, and programs, creat
ing innovative designs to promote theatre productions. Organized the theatre lib
rary for archival purposes.
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EDUCATION & TRAINING
Bachelor of Arts in English & Art, Minor in Psychology, magna cum laude * 2001
Muskingum College, New Concord, Ohio
- Academic Honors -
Dean's List (5x)
Art & Faculty Scholarship Recipient
Omicron Delta Kappa Junior/Senior Academic Honor Society
Lean Six Sigma Yellow Belt * 2005
Completed extensive professional development in:
CRM * Account & Project Management * Communication * Ethics * Adaptive &
Influential Leadership
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COMMUNITY INVOLVEMENT
Meals on Wheels * 2004- present
Pets Without Parents * 2010- present
-Prior Involvement -
Secretary * Muskie Art Club
Student Mentor * Muskingum College
Photographer * Muskingum College Yearbook
Selection and Editing Committee * First Circle Magazine
Tour Guide * "Freshman Friday" College Visits, Muskingum College
Judge * Guernsey County Festival of Learning, Juried Art Competition
Volunteer * Habitat for Humanity, Christ's Table Soup Kitchen, & Zanesville You
th Center
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SELECT COMMENDATIONS
"... always ready to assist in any way...asked many times to drop everything and
complete time-sensitive tasks...none better."
"...she maintains a calmness and positive outlook with everything she is asked t
o do...she sets a nice example for the team."
"...has a great working relationship with her customers, as evidenced by her hig
h KPI scores on all her accounts."
"Her ability to perform under pressure has been repeatedly demonstrated during t
his past year..."
"I can't find anything to fault with regards to Melissa...she is a valuable memb
er of this team."
"Melissa is a pleasure to work with..."
- Excerpts from performance reviews