Mel Guille Email & Phone Number

Edmonton, Alberta, Canada

Edmonton, Alberta, Canada

Designed clear and engaging eLearning content for courses on workplace safety, life insurance, and security guard training. Friendlier information formats identified through audience research and application of accessibility best-practices.

Edmonton, Canada Area

Worked with subject matter experts to plan and develop online learning materials that met the needs of end users. Applied instructional design and UX principles to improve engagement and reduce unnecessary cognitive load. Collaborated with team members and clients across disciplines to ensure a consistent and focused experience.

Edmonton, Alberta, Canada

Planned and developed supporting documents and scripts for online courses. Worked with courseware development tools such as Articulate Rise, Moodle, and D2L etc. to bring online courses to life. Supported the Instruction Designer by researching course materials and suggesting multimedia and interactive elements.

Implemented Hinterland’s online Support Portal and issue ticketing system. Wrote and published troubleshooting and technical help articles. Investigated community-reported bugs and provided developers with detailed reports, reproduction steps, and suggestions for improvements. Documented the function and design of new or in-development features for testing. General quality assurance testing, including regression, ad-hoc and usability testing. Responded directly to player requests for technical support in Zendesk and community forums.

Managed Hinterland’s online community in forums and social media. Restructured the Hinterland Forums for better clarity and growth. Planned and executed creative engagement campaigns. Maintained a positive and constructive community atmosphere during challenging, high-volume periods, including times when members were frustrated or disappointed.

Victoria, Bc

Increased company revenue by developing a content release pipeline based on user activity that allowed us to build a 3-month buffer content and schedule releases for maximum impact. Wrote creative marketing and in-game copy by monitoring player responses to past releases and planning community events.

Victoria, Bc, Canada

Lead the Player Support team in providing fast and high-quality customer service to product users, including technical support, account management, and conflict resolution. Transitioned the department from a single person answering emails to a four-person team responding to requests via multiple systems, including email, CRM applications, forums, and social media. Created product and training documentation for players and staff. Product testing.

Victoria, Bc

Built relationships between a small pet supplies business and the Victoria pet owner community as part of a team of knowledgeable, friendly staff specializing in high-quality customer service.

Richmond, Bc

Customer service, in-store colour design consultation, paint tinting and matching, merchandising, equipment cleaning and maintenance.

Victoria, Bc

Wrote and edited articles for the Nexus Student Newspaper, contributing a campus paper noted by the Canadian University Press organization for producing high-quality feature articles. Managed the online content system and created resources to help other staff members keep website updated.

Certificate, Technical Communication

Certificate, Business/Commerce, General

Associate'S Degree, Criminology