Melanie Joyner Email & Phone Number

Virginia Beach, Virginia, United States

Works with stakeholders and project manager to establish and manage software development cycles for ITManages process workflowsMakes recommendations for service improvementsWorks closely with project manager to facilitate the prioritization and implementation of new workWorks with users and development team to propose and develop technical solutions to business challengesConduct requirement elicitation and develop prototypes and visual mock ups for the purposes of obtaining stakeholder buy-in and directing development work

Virginia Beach

Responsible for conducting manual tests to ensure quality standards are met. Duties include analyzing user stories and requirements, collaborating with developers and operational team members, executing testing prior to deployment and executing regression testing, detecting defects and entering bugs and serving as the bridge between IT and Operations.

Virginia Beach, Va

As the Operations Manager for iFLY Va Beach INDOOR SKYDIVING, Melanie was responsible for the day-to-day operations including (but not limited to) on-boarding all new employees, company-wide payroll, daily and monthly revenue reporting, training & recruiting of FOH customer service staff, maintaining customer service standards and the execution of marketing and operational plans.

Virginia Beach, Va

Responsible for managing outbound agents who call Gold Key Owners for the purpose of engaging them in participation of the rewards program. In addition, agents call referrals of those Owners with the goal of setting reservations that result in a timeshare tour and new sale.

Designed training curriculum for new and veteran telemarketersConducted monthly new hire training classes (10-20 class size)Conduct on-going veteran trainingResponsible for Call Center script writingMonitor and hold one-on-one mentoring & training with telesales associatesEvaluate performance opportunities and offer innovative adult-friendly training solutionsCommunicate marketing efforts to Call Center teamUphold customer satisfaction levels by managing a team of Quality Assurance AssociatesAccountable for Call Center Recruiting

Managed large multi-faceted department with 50+ associates during peak seasonDepartmental functions overseen include:Hotel Inventory Management (utilize hotel vendors to accommodate timeshare Guests)Confirmations (confirm all reservations to ensure qualification standards are met)Front Desk (check-in Guests for their vacation and timeshare tour)Tour Management (ensure presentation tours & slots are properly distributed)Premium Disbursement (disperse promised gifts & manage gift inventory)Child Care (small childcare facility to care for children of timeshare Guests)Handled Guest issues to include hotel issues, reservation concerns & misrepresentations Assisted with yearly Business Plans & BudgetsCreated & distributed Executive reportsRepresented department in Executive meetings

Developed training material for 30+ Call Center to include monthly new hire training and ongoing refresher training. New hire training consisted of approximately 8 new Call Center associates and included a combination of lecture, activities, media and role-playing. Ongoing refresher training included weekly 30 minute sales technique training sessions and one-on-one counseling sessions.

Enhanced web visibility through Search Engine Optimization & redesignManaged pay per click campaigns in major search engines: Google, Yahoo & MSNDeveloped and executed e-mail marketing campaignsDiscovered new and innovative web advertising opportunitiesMaintained partnerships with local & nation-wide companies (i.e-Redskins)Tracked campaign results and presented to Executive team on bi-weekly basisManaged a team of 8-10 Inbound Telesales AssociatesResponsible for Call Center Script Writing

Managed the redesign and SEO of GKR's main marketing website, GoldKeyVacations.com. Responsible for web copy, photography and promotions. Also handled all functions of e-commerce to include bi-weekly e-newsletters, link building, web partnerships and email blasts.