Amanda Melson (Custer) Email and Phone Number

• Running analytical reporting on all KPIs. Formulating plans on what we could be doing differently. Also analyzing all of the different trends.• Creating and updating all Website FAQs for both the US & Canada• Reporting any website, internal issues through JIRA. This includes replicating and testing. • Facilitating team meetings.• Creating and maintaining all shift bids for the entire customer care team. • Designs and facilitates New Hire and current training courses for all of customer care. This includes the creation of training presentations, facilitator guides, job aids, workflows, and documentation. • Designs and maintains the training manual, keeping it current with changes to systems, guidelines, and/or procedures. • Attend meetings related to product, system, and/or procedure changes, gathering needed information to effectively document and roll out communication. • Manages the online Knowledge Base for customer care to ensure information is up-to-date and reflects any changes to guidelines and/or procedures. • Provides actionable data to various internal support groups as needed• Coordinates and facilitates call/email calibration sessions for Customer Care• Managing all PR complaints as well as escalations from a corporate level.

10 Week Assignment• Help strategize, execute, and analyze all email campaigns for all brands (US & CA) • Running analytical reports• Help create/maintain email calendars for US & CA• Analyzing competitors work as well as industries best practices• Help strategize the transition of Columbia Montrail

•Certifies/Conducts training to new incoming teachers working in Austria, Hungary, Poland, Czech Republic, and Slovakia•Marketing WATTSENGLISH throughout the Czech Republic. Including advertisements, demo lessons, presentations, and online videos•Teaching English to ages 2 to 11•Proof reading/help creating the new WOW! English books for ages 2 to 7 that are/will be in schools all over Europe

Mountain Hardwear Team• Product merchandising• Product training – also assisted with Columbia Sportswear product trainingCustomer Service• Product Sales• Cashier• E-commerce—networking between employee store and online orderingAccomplishments• Employee of the month• 100% on 3/3 secret shopper reports• Employee review – “exceeds and meets” rating in all categories 5 years running• Employee recognition from Gertrude Boyle – owner Columbia Sportswear