🌟 Overview

Melanie Fletcher is the backbone of Furniture Taxi’s day-to-day operations. With meticulous organization, warm customer care, and hands-on problem solving, she ensures every removalist job—from single-item pick-ups to full-scale home moves—runs without a hitch.

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🤝 Client Interaction

• First Point of Contact

  • Greets inquiries via phone, email, or online form

  • Gathers key details: pick-up/drop-off locations, item types, handling needs, and preferred dates

  • Calms nerves of clients, putting them instantly at ease

• Ongoing Communication

  • Sends timely updates, including 30-minute arrival notifications

  • Follows up post-move to confirm satisfaction and collect feedback

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🚚 Scheduling & Logistics

• Dynamic Resource Management

  • Matches bookings to our VW Crafters, Mercedes Sprinters, and Toyota Hilux utes

  • Optimizes routes for efficiency and timely arrivals

• Crisis-Proof Flexibility

  • Swiftly reassigns teams when faced with traffic delays, client changes, or cancellations

  • Keeps clients and drivers informed in real time

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💬 Customer Service & Feedback

• Implements insights gathered from client feedback

• Developed the 30-minute notification system to reduce uncertainty

• Turns each comment into actionable improvements in service

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📊 Process Improvement & Reporting

• Maintains digital logs tracking km, hours, and extra services

• Produces monthly operations reports with:

  1. Performance Metrics (jobs completed, on-time rate)

  2. Customer Trends (common requests, seasonal spikes)

  3. Growth Opportunities (staffing, vehicle fleet updates)

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🎉 Special Projects & Promotions

• VIP25 Loyalty Program Rollout

  • Updated booking engine for promo code entry

  • Drafted client communications and monitored redemptions

  • Achieved record participation and positive feedback

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🎯 Commitment to Excellence

“I strive to deliver a ‘white-glove’ experience—reliable, caring, and personalized for every customer.”

Whether coordinating a multi-stop commercial move or assisting a first-time mover, Melanie’s blend of administrative savvy, proactive communication, and genuine empathy ensures Furniture Taxi remains synonymous with stress-free, professional moving services.