Melanie H. Email & Phone Number

Chandler, Arizona, Us

• Drive the platform and global teams responsible for a low touch, highly satisfactory, self-service client experience (CX) within the Drift live chat, chat bot environments integrations leveraging GPT.• Oversee technical resources, engineers, sales, vendor partnership aligned to these initiatives, strategy, and global on/offshore client-facing inbound chat and phone teams and associated SLAs and KPIs.• Drive implementation, enhancements and manage partner and dev relationships related to automating live chat and bot technologies APIs within Drift.

Chandler, Arizona, Us

• Lead the execution of the go-forward Live Chat, Chat Bot and Knowledge Base strategy and road map.• Automate FAQ's to deflect lower value interactions from agents to bot.• Analyze Live Chat performance and devise strategies to increase the volume and quality of chat-related marketing qualified leads, pipeline and won revenue.• Make our enterprise chat bot smarter via systems integrations and business-centric use cases.• Redesign our chat offering in line with industry trends and the best UI/UX elements.• Oracle CX Hero, Oracle Markie Winner 2020. Presented 2 years in a row at Modern CX conference with product management team to announce the launch of new chat bot and subsequent success – Modern Customer Experience, April 2018 (Chicago) and March 2019 (Las Vegas).• Expand chat to our sales teams - Transactional Chat - to expediently provide quotes and orders digitally.

Chandler, Arizona, Us

• Analyze Live Chat performance and devise strategies to increase the volume and quality of chat-related marketing qualified leads, pipeline and won revenue.• Lead the implementation and successful execution of a Chat Bot solution utilizing Artificial Intelligence (AI) and Natural Language Processing (NLP).• Lead the execution of the go-forward Live Chat, Chat Bot and Knowledge Base strategy and road map.

Phoenix, Arizona, Us

• Revamped online chat program for successful online retail company. Results: increased efficiency, improved customer engagement, increased sales. • Live chat, chat bot and knowledge base technologies.• Effectively engage customers who visit the busy site and drive them to purchase.• Funnel sales leads from chat to sales - increased revenue.• Monitor site traffic, sales goals, and trends via analytics.• LiveChat platform expert, utilize software for Sales/Marketing Canned Responses, that allow for streamlined communication to quickly provide answers for site visitors.• Increase volume and quality of chats via greetings conversions analysis.• Manage best practices in key areas including: sales cycle, cart abandonment, staffing predictions.• Proprietary CRM and Order Management systems, Salesforce.com migration.• Amazing opportunity to work with non-profit organizations, fostering national partnerships with Kiwanis, Salvation Army, St. Vincent de Paul, Operation Christmas Child, Plato's Closet, and more - stretch donation dollars for outreach programs.• Guide marketing promotional experts (ESP, ASI, PPAI) to find the best quality, unique items to deliver to client and end user.• Marketing: current promotions, convey company core message.• Spanish / English chats.

Scottsdale, Az, Us

SEO Content Writer for company specializing in ramping up online presence for its own affiliates and many successful Clients around the globe. I write premium content for clients and affiliates and enjoy being tasked with very targeted, challenging projects. Fast-paced, short deadlines. Keeping up with best practices in SEO, content, web, blog, social media, and all things that increase a company's presence on the Internet / World Wide Web is rewarding and fun!I highly recommend the company's services!

• Managed listings for large industrial surplus company in online marketplaces and website.• Utilized FTP to handle batch listing uploads and media storage.• ChannelAdvisor.com used as multichannel platform, expert-level knowledge. FileZilla, Excel CSV, FTP expert.• Knack for and knowledge in pricing items for sale and conveying key messaging to potential buyer to gain interest in item (Marketing).

• Advanced invoice reconciliation, A/P, A/R, GL.• Business focuses on obtaining medical records to provide for legal matters.• Acquired expertise in Quickbooks knowledge.• Created a workflow, making the process of obtaining, receiving, and requesting medical records efficient.• Handled confidential information and accounting matters for company and CEO.

Tampa, Fl, Us

• Re-launched company website (design, messaging, and content). • Produced a new suite of product collateral (presentations, email blasts, customer communications). • Composed, distributed, and coordinated Press Releases.• Advised and managed executive conferences and sales trade shows. • Managed all social media content and monitored results.• Coordinated sales to deliver value-added services.• Update And maintain SalesForce CRM with Marketing activities and budgets.

Mesa, Az, Us

• Conducted research to support strategic planning, business development and businessevaluation/assessment. • Created dynamic, ad-hoc sales collateral and press releases utilizing raw data andanalytics to present graphics and copy.• Utilized creative presentation skills.• Intensive product analysis for target audience (executive-level) to explain the technology and uses, and give recommendation as to the organizational impact of acquiring or utilizing the technology.• Touch various departments and business sectors to create internal, client-facing, executive and stakeholder presentations and reports.• Understanding of the procurement and sole source selection processes, contractual specifications and acquisition of organizations and track within SalesForce CRM.• Compile and analyze statistical data on market trends, perform sales and revenue forecasting using sales pipeline, budgetary and contract-award data.• Provide competitive analysis on various companies' market offerings; identify pricing/business models, sales and methods of operation.• Collect and maintain information on the requirements, organization, financial and preferences of prospective customers.• Harness extensive data repository maintained in multiple departments to identify strengths, weaknesses and opportunities to increase competitiveness.

Mesa, Az, Us

• Responsible for administrative tasks and coordination of information in support of theClient Services/Account Management department. • Prepared and distributed reports particular to business performance overall (Forecastand Issuance Rate Reports).

Tempe, Az, Us

• Resolved technical and diverse customer issues in a timely and professional manner via phone and email support. • Gained experience and training to provide customer service in a fast-paced IT and sales environment. • Assisted bilingual (Spanish-speaking) customers. • Handled classified customer personal and financial information. • Obtained certifications in web hosting, domains, and customer support. • Received positive customer feedback via surveys and “Kudos” program.

• Revised and constructed sales and marketing reports for client presentations. • Prepared contractual agreements. • Updated and maintained client-server Intranet database. • Maintained all accounts receivable and payable for retention of all clients. • Wrote and designed customer and internal company newsletter bulletins. • Constructed and maintained company web site using HTML coding. • Participated in customer sales visits.

• Managed accounts payable invoices.• Edited and composed Excel graphs and Word documents. • Organized electronic files to server system.