Kathleen Melvin Email & Phone Number

Jacksonville, Florida, United States

Greater Atlanta Area

I analyzed and effectively communicated insights coming out of customer support to prioritize issues based on feature requests, bugs, and UX improvements. I represented the voice of the customer and work cross-functionally to create a customer story and surface recommendations through qualitative and quantitative data.

Greater Atlanta Area

Greater Atlanta Area

Oversaw and lead a Customer Success team of four analysts. Executed on enhancing the fan experience through support while minimizing support volume year over year. Primary areas of focus included: working cross functionally with Product, Operations, Marketing, and Sales to highlight and escalate customers' pain points and feedback related to the product or partner programs, troubleshoot customer questions on Zendesk and JIRA, identifying and implementing new strategies to maximize customer satisfaction and efficiency, reporting on team performance, and hiring and training new analysts.

Greater Atlanta Area

As a Fan Loyalty Analyst I utilized Zendesk as a support platform to answer customer emails. I troubleshooted customer problems and measured customer satisfaction score. In addition, I worked closely with our Operations and Program Management teams to help set up and monitor partner programs across sports and entertainment. On a weekly and monthly basis I spent time analyzing support data to deliver and present customer feedback to help improve fan-facing communication within FAQ's, marketing, and overall product.

Greater Atlanta Area

- Oversaw and assisted with the management and set-up of VIP events for corporate clients and special guests- Assisted Client Services for pre-game ceremonies - Supervised and managed 65+ members of the Ticket Event Team game-day staff- Former Braves Digital Marketing Ambassador for the MLB’s, At the Ballpark App- Prepared, motivated and lead staff to exceed goals for the 2016 baseball season- Participated in a Women in Sports panel with the Braves front office staff in June 2016

Greater Atlanta Area

- Sold over $20,000 of 50/50 raffle tickets for the Braves Foundation during the 2014 season- Contributed to the 1,500 Kids Club memberships for the Braves Marketing team- Represented the Braves Foundation during Silent Auctions and Braves Foundation weekend- Interacted with fans at Fan Central by answering questions regarding the ballpark's resources- Serve as the main contact for private clients that rent one of Turner Field's hospitality patios- Managed client events, batting practice, parades, and post-game concerts- Surveyed fans during games, gathering information that is used in key marketing strategies- Participated in a panel discussion on women in sports with the Braves front office staff for the organization, Cool Girls, Inc.

Marietta

My responsibility as Social Media Coordinator Intern for Smartegies entailed assisting with day-to-day digital and social media operations. I contributed to the development of content for Smartegies and Smartegies​ clients'​ social media accounts such as LinkedIn, Facebook, Twitter and blogs. Other responsibilities included managing and updating social media calendar, conducting marketing research for new trends in the A/E/C industry, developing content and writing content for Smartegies and Smartegies'​ clients'​ blogs, emails and press releases. In addition to, I performed website and social media audits for companies and its employees. As well as, created e-mail campaigns, write biographies for clients' employees, build buyer personas and coordinate events.

Greater Atlanta Area

- Conducted marketing research for the AT&T college football campaign- Operated on TweetDeck - Provided account executives with potential clients - Proposed hashtags to search for during college football games

Atlanta And Emerson, Georgia

- Lakepoint Activation at the Atlanta Hawks games and opening weekend at Lakepoint in June- Set up information table- Provided information to fans and guests about LakePoint Sports Complex in Emerson, Georgia- Interacted with fans and guests