Melanie White - Jones

- Provide and assist in general support for Client Services included various client troubleshooting and site launches - Oversee the general Client Services phone line and email accounts to ensure a timely response to inquiries - Compile monthly reports regularly for Client review - Coordination and administration of Client training - Organize and maintain internal/external resources such as knowledge base and training documents - Schedule Zoom and GoTo Webinars regularly - Help to ensure internal systems are current with client information in Salesforce, Gainsight, Team Calendars, Basecamp and others - Successfully completed a smooth transition from our Pardot communications system to StatusCast - Participate in testing new features of the Frankly product suite - Support internal team projects - Compile elements and GA360 analytics for various strategic planning and site report cards - Update 3rd party content feeds and PR requests, while managing content channels - Oversee 3rd party support resource for our content and PR resources *Previously known as Worldnow

- First point of contact for all inbound communications regarding development activities and technical support for Buckle’s internet and intranet services. - Organize, plan, manage, and track development efforts of web systems production support projects. - Submit, log, track, and aggressively manage all technical support issues and minor development projects. - Endeavor to fix “bugs” and assist with quality assurance efforts. - Create, implement and maintain test plans throughout the product life cycle (manual and automated) - Coordinate all prototype and beta testing with business users for WSD applications before production deployments - Identify areas ideal for automation and work with QA Engineers on improvements - Collaborate daily with development teams as an integrated member to ensure quality is considered during each step of the development process

- Recognition for demonstarting excellent external customer contact through constant communication - Ensure that our clients receive quality software applications that meet and exceed business requirements - Rapidly learning and utilizing multiple Quality Assurance technology tools, techniques and processes

- Managed multiple website construction projects from start to a positive and timely completion - Maintained content, develop new pages, enhance functionality, and ensure overall quality for websites - Reviewed monthly website traffic and online advertisement analytics for increased website performance and sales - Defined and implemented strategies for front-end user experience, site structure/information architecture, and back-end technical resources - Leader of developing and coordinating web strategies group - Worked with various departments to implement their web needs - Converting sites to Joomla and Wordpress CMS - In charge of troubleshooting office computer problems and updating system software - Provided answers to viewers phone calls and e-mails with a pleasant and professional personality

- Assisted customers in placing and changing orders in computerized database - Researched products to provide excellent customer satisfaction - Answered and routed inbound calls to the appropriate department

- Operated computerized cash register - Enter shift deposit into computer

- Provided professional customer service - Operate computerized cash registers - Balanced cash drawer 95% of the time - Received excellent "comment" forms from satisfied customers - Received Team Member of the week numerous times - Fax, sort, and file special order contracts

- Redesigning the navigation structure in Fireworks MX - Added new valuable information - Made current Frontpage site Dreamweaver MX compatible

Cumulative GPA: 4.00 Graduation date: November 2023

Certificate - Integrated Application Systems - May 2002 Cumulative GPA: 3.375/4.00 Graduation date: May 2003