Melanie V. Email and Phone Number

- Supported Digital Platforms team with knowledge of existing component capabilities within Adobe Experience Manager. Focus areas include maintenance of self-service training resources, 1:1 or group training sessions, support and communication of newly developed components.- Enabled teams to utilize components for content execution on SAP.com webpages. One strategy involved analyzing feedback from the Digital Platforms team to identify gaps within the training area and then facilitate the creation/update of new training assets.- Serves as subject matter expert for AEM components by presenting deep dives, conducting research, software testing, and attending sprint meetings. Regularly posts on Digital Platform teams blog to communicate product updates or enhancements.

- Served as the lead consultant and subject matter expert for EVS7 VOIP software, overseeing onboarding, technical support and retention strategies by identifying opportunities to increase sales and exceed compliance goals for our clients.- Consulted with clients to recommend new business use cases and strategies when leveraging our VOIP software. One strategy involved lowering calls per agent to maintain a legal drop rate of 3%.- Conducted training and advised our clients on regulatory and phone carrier compliance including but not limited to TCPA (Telephone Consumer Protection Act) and Spam triggers for each phone carrier. Such recommendation includes dynamic caller ID, reducing how quickly a Caller ID gets flagged as ‘spam likely’ when operating a predictive dialer.- Compiled raw data and developed new business insights into how we measure and retain clients in excel pivot tables/ charts. Analysis identified customer segments that may require high-touch interaction during the onboarding phase, increasing the likelihood of product renewal.- Spearheaded the development, implementation, and ongoing management of the Dolphin Cloud Knowledge Base in Wordpress after identifying resource constraints when servicing our clients.- Collaborated with the product development team to test and implement new product enhancements based on customer feedback, Knowledge Base, and attrition data.

- Assist sales representatives by serving as product expert/consultant. One focus was educating our sales team/clients in finding the right product based on business or client needs.- Develop and maintain a relationship with new business partner Magnolia Home by Joanna Gaines. Responsible for communicating product development timelines, pricing, and shipment of textiles to their brick and mortar location.- Enhanced workplace performance by onboarding new employees with training on company software and day to day business processes.- Collaborated closely with various departments by informing teams and clients accounts on product deadlines, inventory status, and shipment/ production delays.